Customer Service Management
Resume:
Frank H. Doherty
South Boston, MA 02127
*********@*****.***
PROFESSIONAL EXPERIENCE
Appcast.io (Lebanon, NH)
Appcast.io is a revolutionary new ad platform that allows employers to promote their open positions on a ‘pay-per-
applicant’ basis across a network of more than 6,000 career and consumer sites. No software to buy. No new tools for
your recruiters to learn or manage.
June 2014 – Present
• Develop a market business plan to achieve monthly, quarterly and annual sales goals.
• New business development / enterprise-level / F500
• Client relationship management – direct and via agency
• Campaign planning and analysis
• Account implementation and reporting
• Developing media affiliate partnerships Work effectively as part of a team, exert positive influence,
serve as a team resource, and support Appcast.io’s goals and missions.
• Effectively use the Internet and other resources to prospect for contacts and opportunities within
existing accounts, and to better understand client’s industry and business.
• Obtain referrals from customers for add-on business with other customers to provide new business
opportunities.
• Qualify customers through use of ROI and Recruitment Needs Analysis; using value-based selling.
SELECTED ACHIEVEMENTS:
• Attained Top New Business Acquisition Representative status by exceeding Q3 quota by 110% and
averaging 5 new customers per month through referrals, cold calling, and prospecting
• Attained Top New Business Acquisition Representative status by exceeding Q4 quota by 200% and
averaging 10 new customers per month through referrals, cold calling, and prospecting
• Attained Top New Business Acquisition Representative status by exceeding quota by 110% and
averaging 5 new customers per month through referrals, cold calling, and prospecting
• Consistently exceeds monthly call metrics averaging 80+ contacts and 160 minutes of talk time daily.
Monster.com (Maynard, MA)
Monster Worldwide, Inc. (NYSE: MWW) is the parent company of Monster.com, the premier global online employment
solution for people seeking jobs and the employers who need great people. Monster pioneered the business of digital
recruiting in 1994, and today is the only online recruitment provider able to service customers on a truly global basis.
Monster Worldwide has an unparalleled international reach with a presence in approximately 50 countries around the
world.
August 2004 – June 2014
Senior Internet Recruitment Consultant Staffing
• Manage development and ongoing maintenance of my account base, including having a strong
understanding of all products and services, reporting and pipeline management as well as other time-
sensitive content.
• Primary customer point of contact for counseling and training initiatives.
• Monitor customer satisfaction to ensure that high quality products and services are delivered on time
and within budget.
• Effectively use the Internet and other resources to prospect for contacts and opportunities within
existing accounts, and to better understand client’s industry and business.
• Obtain referrals from customers for add-on business with other customers to provide new business
opportunities.
• Qualify customers through use of ROI and Recruitment Needs Analysis; using value-based selling.
• Work effectively as part of a team, exert positive influence, serve as a team resource, and support
Monster’s goals and missions.
• Maintain intelligence on competition, understand competitors' strengths and weaknesses and
effectively articulate Monster's competitive advantage.
• Use recruitment & advertising solutions including software ATS, TMS and database management
solutions.
• Significant pipeline development skills.
• Comfortable in face to face presentations to C level executives.
Develop a market business plan to achieve monthly, quarterly and annual sales
•
goals.
SELECTED ACHIEVEMENTS:
• Maintained forecast & pipeline accuracy to within 5% accuracy.
• Attained Top 10% New Business Acquisition Representative status by exceeding annual quota by
10% and averaging 15 new customers per month through referrals, cold calling, and prospecting.
• Annual quota exceeded $1,200,000.
• Consistently exceeds monthly call metrics averaging 65+ contacts and 160 minutes of talk time
daily.
Valentine & Kebartas, Inc. (Lawrence, MA)
Valentine & Kebartas is a third party collection agency that is hired by clients to help collect on their delinquent
accounts. Beginning operations in 1994 with three employees and one office located in Massachusetts, the company
now has over 400 employees and has offices located in Massachusetts, Idaho, Florida and the country of Panama.
April 2002 - August 2004
Dell Financial Consumer Manager
• Managed a department of 2 team leaders and 25 Dell Financial Service Representatives.
• Approved and negotiated all settlements.
• Responsible for all client conference calls and direct contact between collectors and debtors.
• Monitored and tracked daily collection progress.
• Directly responsible for hiring, evaluating, and progress of all departmental staff.
SELECTED ACHIEVEMENTS:
Achieved monthly set budget goals by 120%.
•
• Ranked in top 5 out of 28 collections agencies for two years.
• Managed a portfolio of $20,000,000 a month.
Deutsche Asset Management (Boston, MA )
Deutsche Asset Management Inc. (DeAM) is an asset management arm of Deutsche Bank AG, providing services to
domestic and international clients. It provides its services to corporations, financial institutions, public and private
pension funds, endowments, foundations, and not-for-profit organizations. Deutsche Asset Management is based in
New York City with additional offices in Boston, Massachusetts; Philadelphia, Pennsylvania; and Milwaukee,
Wisconsin.
August 2001- April 2002
Educational Specialist
• Held 401K workshops on a Power Point presentation in both Spanish and English that consisted of
financial information for participants.
• Represent Deutsche Bank at seminars/trade shows.
• Solely responsible for entire east coast territory.
SELECTED ACHIEVEMENTS:
• Increased number of participants by 110% per calendar year.
MFS Investments (Boston, MA)
MFS Investment Management is a Boston, Massachusetts-based financial services firm. MFS Investment Management
began as Massachusetts Investors Trust, the nation's first open-ended mutual fund, in Boston in 1924. It has 15 offices
worldwide and employs 1,700 employees.
March 2000 – August 2001
Senior PSC Representative
• Registered representative series 6 and 63.
• Consistently provided excellent customer service while constantly taking a high number of calls
from participant brokers and plan sponsors without sacrificing quality for quantity.
• Knowledgeable in all daily functions and record keeping systems to perform job.
• Continually identify ways to improve service levels and trends with participant issues and offer ideas
for resolution.
• Ability to research and resolve problems and can easily determine when to involve a manager.
• Help train new hires on systems and 401(k) rules and regulations.
Colgate Oral Pharmaceuticals (Canton, MA)
Founded in 1806, Colgate-Palmolive Company has been recognized as the global leader in oral care for well over one
hundred years.
June 1998 - March 2000
Professional Sales & Services Representative
• Maintained and generated new business to dentists in Florida and Puerto Rico.
• Solely responsible for the main driving force behind new product sampling programs.
SELECTED ACHIEVEMENTS:
• Increased territory sales goal by 15% and annual quota of $1,310,000.
• Hit 110% in 1998 and achieved 130% in 1999.
Education
University of Maine, Masters in Public Administration
University of Maine, B.A. in Public Administration
Technical Proficiencies
Karma (Siebel), Salesforce, PowerPoint, Clearslide, Fluent in Spanish
References available upon request. Open to domestic and international travel. Hobbies: Martial arts. Musician
(electric guitar).
Contact this candidate