Sales Customer Service

Eric Jackson

**** ****** **. ● Plano, TX ***** ● 972-***-**** ● *************@*****.***

SUMMARY:

Forward-thinking, team and customer-oriented professional with strong interpersonal skills. Successfully and effectively communicate with peers and superiors at various organizational levels. Grow and nurture positive lasting relationships with colleagues and clients to meet and exceed corporate objectives. Personable leader with 8 years of notable managerial experience driving revenue upward and supporting sales through superior customer service.

SUMMARY OF QUALIFICATIONS:

Customer-focused approach to problem-solving

Ability to handle multiple projects while effectively prioritizing and managing time

Possess humility in teambuilding, training, mentorship and supervision of team members while exceeding performance expectations

Quickness in learning, application of and training team members on new products, services, business rules or processes

Working knowledge of salesforce.com

PROFESSIONAL EXPERIENCE:

EPIQ ENERGY Dallas, TX

Supervisor of Representative Support/ Customer Service January 2014-Present

Managing high-volume workload within a fast-paced, deadline-driven, startup environment

Resolving on average 550 inquiries in any given week and consistently meeting performance benchmarks in all areas of speed, accuracy and volume

Primarily responsible for the ongoing training, coaching, development, mentorship and supervision of newly hired and veteran personnel

Prioritized and managed multiple projects simultaneously (ie onboarding, retention, winback, compliance investigation) that greatly impacted the organization’s ability to effectively execute its mission

Applied established company and departmental policies, procedures and standards while executing day-to-day tasks ranging from general call center reporting and KPI management to compliance and escalation handling

PAUL’S TV Detroit, MI

Store Manager April 2010-December 2013

Increased annual sales at 2nd lowest grossing store from $50,000 to $850,000 within 8 months and maintained consistency throughout year

Increased store sales from $2,000 to $150,000 within 6 months and maintained volume in districts lowest grossing store

Oversaw team of over 20 team leaders, sales associates and service staff members

Managed recruitment of qualified candidates who successfully advanced throughout company

Administered in house training, cross training, coaching, counseling and performance appraisals

Promoted effective team building skills using positive reinforcement

Implemented and supported the role out of new products and services

Administered the distribution of budget allotted for personnel, supplies and facilities

Coordinated all aspects of quarterly budget and sales goals

Performed cost control activities, monitored expenditures and assured sound fiscal control

Oversaw P&L accountability, sales analysis, forecasting and reporting activities and vendor relations

Prioritized and managed multiple projects simultaneously that greatly impacted the organizations effectiveness

Answered incoming calls and responded to inquires

Applied established company and departmental policies, procedures and standards while executing day to day tasks

ADT Detroit, MI Assistant Store Manager August 2009-April 2010

Oversaw area promotions and sales of home security systems

Reduced cost of sales from 36% to a budgeted 29.5% while increasing sales 28%

Promoted to management within 5 months

Oversaw area promotions and sales of home security systems

Orchestrated activities for training and supervision of staff to ensure

Ensured 25% of quota attainment by all employees

Analyzed competitor pricing and formulated pricing strategies, product mix discounts and special combination values

Prioritized and managed multiple projects simultaneously that greatly impacted the organizations effectiveness

Answered incoming calls and responded to inquires

Applied established company and departmental policies, procedures and standards while executing day to day tasks

TRAVEL SOLUTIONS Methuen, MA

Sales Manager June 2006-August 2009

Reduced staff turnover by 15% in 2008, benchmarking a record-setting improvement in staff retention due to success of employee development and morale-building programs

Specialized in cold calls and B2B sales

Implemented and supported the role out of new products and services

Targeted market segments and followed-up with in house marketing activities and showroom displays

Prioritized and managed multiple projects simultaneously

Managed client records, organized files and performed data entry

QUICKEN LOANS Detroit, MI

Mortgage Banker April 2004-June 2006

Supervised call center team on quality loan sales, referrals, up sell techniques and closing sale strategies

Orchestrated all strategic sales functions, cash management and financial audits

Oversaw statement analysis, inventory control and sales functions

Exceeded customer satisfaction targets and achieved exemplary scores, consistently scoring between 95%-100% on all calls

Consulted with clients about future and current needs to help them achieve their financial goals

Advised and educated clients on home-buying and refinance process and how to properly manage their mortgages

Assisted clients through loan process from application to closing

Promoted effective client service

EDUCATION:

Farmington Hills Fire Recruit School 2013

Fire Science

Central Michigan University 2000-2003

Studied: Business Management and Fire Science

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