Customer Service Sales
Resume:
Lewis R. Brooks
**** *********** **. *********, ** 76002
*********@*****.***
SUMMARY OF QUALIFICATION:
. Dedicated professional with over twenty years of management, training
and sales experience
. Highly rated supervisor with excellent leadership, motivational,
recruiting, and training skills
. Acknowledged operations expert, and inventory manager
. Renowned expert developer of people
. Excellent communications skills-able to interface successfully with
customers, associates and management at all levels
PROFESSIONS HISTORY:
USA Mobility Wireless Inc., Plano, TX- (2000-2011)
Collections Manager
Collections Supervisor
Carrier Support Group Senior Supervisor
Grand Prairie Ford, Grand Prairie, TX-(1995-2000)
Managed Sales Team and Training Department
Internet, Fleet and Credit Union Sales Coordinator
Payless Shoe Source, Dallas and Arlington, TX-(1994-1995)
Store Manager
United States Army, Last Assigned Fort Polk, La-(1965-1994)
PROFESSIONAL EXPERIENCE:
Collections Manager USA Mobility Wireless Inc.
Manage an on-site collection team and indirectly managing two off site
collection teams responsible for reducing the aged balance of all company
owed debt with a total balance at times over $40 million dollars.
Responsibilities include providing adequate phone coverage, managing
vacation and sick time, resolving grievances, administering the performance
improvement plan (PIP), preparing work schedules, coordinating training,
preparing reports for upper management, resolving day to day escalations,
and making recommendations for resolving customer disputes.
. Approved and disapproved adjustments under $500.00
. Pre-approved and made recommendations to corporate on all adjustments
over $500.00
. Managed teams that produced the company's lowest 90 day aged balance
percentage in 3 years
. Supervised teams that caused an over 5% drop in the 90 day aged
balance
. Successfully developed teams which surpassed records for reducing the
overall aged
. Set the example for personal conduct and performance
. Established guidelines and set the proper example
. Made sound business decisions based on research and personal
experiences
Collections Supervisor USA Mobility Wireless Inc.
Supervise a six person collections team responsible for reducing the aged
balance for numerous National, Agent/Reseller, Telemetry and Carrier
Service accounts with a total a balance of over $40 million dollars.
Responsibilities include providing adequate phone coverage, managing
vacation and sick time, resolving grievances, administering the performance
improvement plan (PIP), preparing work schedules, coordinating training,
preparing reports for upper management, resolving day to day escalations,
and making recommendations for resolving customer disputes.
. Ensured team task were completed in accordance with pre-established
goals
. Monitored data to find weaknesses in team members to help improve
their performance
. Set the example for personal conduct and performance
. Successfully developed a team which surpassed records for reducing the
overall aged balance
. Reduced the 90 and 60 day aged balance by 20%
. Improved customer service
. Made proper decisions in the absence of established guidelines
Senior Supervisor Carrier Support Help Desk
Manage 11 person Help Desk Team Responsible for second tier pager support
for large commercial businesses such as BellSouth, Ameritech, Verizon, and
Vartec. Responsibilities include providing adequate phone coverage,
managing vacation and sick time, resolving grievances, administering the
performance improvement plan (PIP), preparing work schedules, coordinating
training, preparing reports for upper management, resolving day to day
escalations, overseeing equipment ordering and processing, assisting with
the implementation and rollout of special projects, and managing overall
help desk.
. Implemented new standardized work schedules
. Created a work environment that empowers team members to work together
as one unit
. Successfully developed team which surpass records for number of calls
handled daily
. Reduced call handling time by one third
. Improved customer service
. Maintained excellent personnel relationships
Sales Manager
Responsibilities included revenue generation, customer retention, and
administration activities for assigned group of salespersons. Sales
contacts included face to face, outbound and inbound telephone, and
Internet sales. Revenue goals were achieved through effective individual
and corporate account management and the ability to identify communicate
needs and offer appropriate solutions.
. Surpassed targeted sales goals and quotas
. Created and facilitated sales training
. Excellent presentation, organizational and problem-solving skills
. Demonstrated through consistently that achieved results.
. Successfully identified new sales opportunities and increased sales by
5%
. Superior customer service skills
. Designed and engineered internet sales department
Management, Operations, and Administration
Responsibilities included all operations, logistic, training and
educational needs for brigade of over 2,500 soldiers. Advised officers and
enlisted personnel on daily and long range operational, and logistical
matters. Responsibilities included management of personnel actions such as
promotions, transfer, payroll and appraisals. Organized team members to
work in an effective, timely and cohesive method Trained and managed a
diverse group to respond to organizational needs.
. Elevated operations needs to meet the organization's goals and
objectives
. Conducted employment interviews and training
. Prepared operational plans and training procedures for organization
and subordinates office
. Designed, maintained and facilitate instructional materials
. Administered and deployed quality and production control which improve
units overall results
Personnel Development and Training
. Counseled and advised student and instructors on job performance,
promotion potential, and career advancement
. Evaluated equal opportunity employment within the organization
. Prepared technical briefings for trainers, students and managers
. Supervised individual and team training in policies and procedures
. Prepared long and short-range schedules for instructors and students
. Evaluated testing methods and adjusted training methodology
PRFESSIONAL CREDENTIALS:
United States Army Sergeants Major Academy:
Executive Manager's Course
Long-range Planning
Program Development
Sexual Harassment Training
Conflict Management
Facilitation Techniques
Public Speaking
System Analysis
Oral and Written communications
Communication Styles Workshops
Group Interaction
Equal Employment Opportunity
Managing in a Changing Environment
Education:
Bachelors of Science in Public Administration, Upper Iowa University
Pierce County Community College -Associate's Degree General Education
Awards/Honors: Cum Laude Two Legions of Merit Awards and Numerous Military
Awards
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