Customer Service Sales

BRUCE HARRISON

***** ********* **. ~ Macomb, MI 48042

Phone 248-***-**** **************@*****.***

SALES TEAM LEAD

Award winning Sales Professional with 11 years of progressive experience producing high B2B sales and providing outstanding customer service. Possesses in-depth knowledge of consultative sales process with strong closing techniques; achieved #1 producer status out of a nationwide pool of 200. Excellent communication, negotiation, and interpersonal skills with numerous accolades for closing transactions, retaining customers, and increasing revenue. Committed to superb customer service; reached 99.5% satisfaction on customer service surveys. Collaborates with upper management to enhance team metrics; mentor and coach for junior team members.

SELECTED ACCOMPLISHMENTS

Sales and Service:

Recipient of the ATT “Champs Award” for outperforming 800 peers across the nation achieving #1 ranking in ATT sales and service for 4 consecutive years.

Ranked in top 4% of Daimler Chrysler Lease Maturity Advisors on a national level for converting 25% of portfolio to purchases.

Earned 99.5% customer service satisfaction.

Selected to participate in prestigious ATT Fast Track Management program in 2007.

Partner with upper management to develop recommendations; update and refine team processes and procedures.

PROFESSIONAL EXPERIENCE

Account Manager Government Education, (2011-2015), ATT, Southfield, MI

During the last 4 years I have focused on outside selling strategies specifically in the public sector. Among my duties are managing an account base consisting of Wayne RESA, Oakland University, University of Detroit Mercy. This account base contained revenues of 7M per annually. Other duties included:

Drive new sales and revenue while maintaining existing base of billed revenue. Responsible for selling the entire AT&T product suite from traditional wireline services to Cloud based and next generation products and services.

Managed a team that provided support for all moves adds and changes, sales and service issues.

Assess market conditions, competitive landscape in the public sector and provide accurate forecast expectations.

Manage key public sector clients with specific ERATE needs. This consisted of operating and prospecting under ERATE guidelines.

Managed AT&T internal collectors as well as multible account payapble departments Legacy S T and Datacomm.

Provided billing support and invoice consolidation as well as maintained overall account service responsibilities including Custoner Experience Evualation CEE scores.

Account Manager, (2008-2011), ATT, Southfield, MI

Implement new account acquisition strategies and manage existing portfolio of 100 major national business accounts including Detroit Symphony Orchestra, Police Officers Association of Michigan, WDWB TV 20, Michigan Schools and Government Credit Union with sales up to $3M annually. Consult with C-level executives on business model and needs; identify and present solutions to meet those needs.

Drive team sales of new services and expansion of existing account products/services to meet all performance metrics.

Assess market conditions, competitive landscape, and consumer trends; identify opportunities and forecast expectations.

Integrate wireline and wireless knowledge and brand specifics; assess customer needs, identify antiquated networks, and migrate customers to latest products. Monitor process/coordinate departments to ensure total customer solution.

Monitor ongoing sales performance vis-à-vis goals, key metrics, and competition; identify challenges and address deviations from forecasted expectations; develop specific sales techniques and coach peers and new hires.

Assist in developing/managing new team sales plans; institute midcourse corrections as needed to ensure team growth.

Sales and Service Representative (2004-2008)

Provided high-level billing and service assistance to answer questions, address issues, and resolve problems and discrepancies. Promoted cross selling/up selling for additional products, services, and promotions; executed sales and closing techniques to meet and exceed established targets.

Interacted with customers in courteous and professional manner even in challenging situations.

Identified recurring consumer issues and provided feedback regarding High Speed Internet, Phone, TV, and Mobility.

Sought ongoing knowledge growth and development to widen value added gap.

Lease Maturity Advisor, DAIMLER CHRYSLER, Auburn Hills, MI

1999-2004

Educated approximately 1000 customers on lease end options with highest level of professionalism. Promoted conversion of lease end customers into new car sales or leasing with dealership to exceed established target.

Evaluated customer financials; declined or accepted customer for credit and prepared lease documentation.

Reviewed ongoing performance results and adjusted sales tactics when necessary.

EDUCATION

BA, Bachelor of Arts in Communications, Johnson C. Smith University, Charlotte, NC

Computer Skills: Microsoft Office Suite, Windows, MAC OS

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