John W. Nelems

**** *. ******* **** **. Apt. *T Douglasville, Georgia 30135 actd9c@r.postjobfree.com C: 404-***-****

Experienced Supervisor with 5 years plus in customer service, sales, distribution and collection. Also, 3 years IT Helpdesk Support.

Summary of Qualifications

More than 5 years experience in Circulation and 3 years in a call center.

Supervised as many as 30 in assigned district within circulation and 25 in a call center.

Motivated and coached employees with positive and negative feedback, reinforced skills, and built self-esteem.

Maintained quality service by establishing and enforcing organization standards.

Promoted sales through contests and other programs.

Managed collections from dealers and contractors.

Technical Skills

Platforms and Tools

Software: MS Word, MS Excel, MS Access 97, MS Power Point, AutoCAD Release 11-14, Revit

Language: Fortran, Auto-Lisp

Operating Systems: Win 95, Win 98, Win 2000, UNIX, NT, Mac, I Mac, XP, Win 7, and Win 8

Database: Oracle, Alera, DSI, CRM

Professional Experience

Sales Account Manager June 2014-February 2015

Fire Inc. Atlanta, Georgia

Managed an area of new and existing customers for a period of time.

Maintained a successful sales penetration in an assigned area by making new sales and retaining customers

Ensured that accurate number and type of picked and stationed in the right location

Resolved customer complaints by investigating problems, developing resolutions and making recommendations to management.

GIS Technician September 2011-October 2012

Rolta Alpharetta, Georgia

Utilized Arc FM 9.3 and Arc GIS 9.31 to manipulate topology as indicated on pdf.

Observed aerial images to identify and understand important topographical data.

Posted edits made to drawings.

Corrected red line revisions of electrical utility distribution systems.

Modified existing data accordingly based on what is referenced by engineer on pdf.

District Supervisor July 2006 – November 2008

Augusta Chronicle/Morris Communications Aiken, South Carolina

Responsible for sales, service, collections in an assigned geographic district.

Assisted in developing, growing, and maintaining home delivery routes to increase customer penetration.

Recruited, trained and maintained distribution force of independent contracted carriers.

Coordinated carrier activities to provide seamless newspaper delivery.

Increased subscriber base through marketing activities. Encourage carriers to increase sales.

Handled carrier and customer concerns, following up starts, stops and complaints.

John W. Nelems page 2

Operations Supervisor November 2005-July 2006

Startek Petersburg, Virginia

Supervised, evaluated, directed, and motivated 25 employees handling customer inquiries and troubleshooting over the telephone to ensure that quality and performance standards were met.

Listened to calls in order to evaluate performance and provide recommendations in order to improve the quality of calls.

Provided feedback on the performance metrics for improvement.

Provided technical leadership on responding to questions accurately and professionally.

Handled supervisor calls and monitored the escalation queue..

Enforced company policies and procedures with disciplinary interviews/ counseling as appropriate.

Maintained reports on attendance and hours worked.

Provided quarterly performance reviews for my employees.

District Supervisor March 2003- July 2006

Richmond Times-Dispatch Richmond, Virginia

Managed channel distributions by recruiting in a district of 15 by: recruiting, training and encouraging contractors the importance of sales.

Assisted with the development of marketing plans to increase circulation numbers.

Maintained sales accounts receivable by submitting claims and /or deductions;

(Retention, collections and new accounts)

Maintained quality service by establishing and enforcing organization standards.

Provided information to corporate management by recapping promotional activity; business opportunities, results, trends and competitive information.

District Sales Manager January 2002-March 2003

Florence Morning News Florence, South Carolina

Managed sales, service and collections in a district of 30.

Supervised and coordinated training to ensure that newspapers were distributed properly.

Handled customer and carrier complaints regarding starts, stops, complaints and etc.

Performed quarterly audits on route material within my district.

Education

Bachelor of Science- Drafting and Design Engineering

Grambling State University Grambling, Louisiana

Diploma- Information Technology Support

Computer Learning Center Marietta, Georgia

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