Sales Customer Service
Resume:
Paul O. Jones, Jr.
***** ******, *******, ** *****
********@*****.***
EMPLOYMENT:
****-******* ****** ****** ************, Detroit, MI
Sales Supervisor (Sales Operations/Marketing)
Sales Supervisor over Vehicle Service Contracts department averaging $8.4 million yearly in revenue,, while assisting the VP of Operations with all P &L for the sales/marketing department.
Work directly with Ford Protect & Volkswagen/Audi to provide top level customer service.
Managed, 20 Sales Services Coordinators to obtain revenue while meeting company goals and retaining customers through weekly training sessions, circuits, accountability reviews, follow-ups and coordinating plans to exceed budget.
Averaging over 1400 sales per month, while creating a strategic plan to help grow our customer base.
Primary interface with internal and external clients, responsible for providing day to day (or as deemed necessary)communication, program contract information for sales and meet client, e.g. expectations, communications, necessary changes in scope of program, escalations and feedback while providing strong internal leadership and direction.
Identified ways to improve processes through understanding of the OE’s business rules, requirements, researching information to maximize business results, increasing efficiency, reducing cost, overseeing monthly invoice and improving customer satisfaction
Responsible for program/account profitability and budget management, e.g., Purchase orders, releases, etc.
Responsible for ongoing client satisfaction, elevating issues for timely resolution.
Leading key customer meetings and engagements and provided written documentation of the outcomes.
Identify and coordinate account sales leads/opportunities with the Vice President of Operations.
Participated in program planning, development, execution and measurement to ensure success consistent with customer expectations.
Invoiced reconciliation with billing documents – focus on postage billing accuracy
Assists with proposals/estimates for new solutions for the current customer or account.
Coordinates with evaluation of the project processes and outcomes. Leads and participates in the design of any required corrective action resulting from changes in scope, program failures, or issues raised to increase probability of future success.
Conduct weekly client status meetings, or as requested by the client.
Prepared RATT and organize internal project/program team meetings.
Presented project statuses at regularly executive committee meetings or as needed.
Organize quarterly/annual “State of the Project” and “State of the Business” meetings.
Developed/Delivered custom client reporting, regularly, or as needed.
Worked with Budco creative team to produce Direct Marketing to drive sales leads to the VSC sales team.
Traffic marketing changes from concept to production, including client and legal approvals.
Identified and implemented new target audiences for direct marketing.
Performed ongoing analytics of direct marketing campaigns tracking ROI.
Produced and maintained program process flows and work instructions relative to all phases of Direct Marketing.
Worked with coordinators to maintain satisfactory levels of inventory used in Direct Marketing.
Paul O. Jones, Jr.
20490 Lauder, Detroit, MI 48235
********@*****.***
2012-2013 Southern Careers Institute, Austin, TX
Director of Admissions (Sales Operations/Marketing)
Director over admissions department maintaining over $20 million in revenue in 2012, while responsible for all P &L for the admissions/marketing department.
Managed, 8 admissions/sales representatives to increase enrollments, starts and retention, by having training sessions, circuits, accountability reviews, follow-ups and plans of actions for themselves and their students.
Averaging over 60 starts/sales in three week cycles, while creating a strategic plan to help grow the campuses from to currently over 450 new students over the last 3 years.
Exceeded all admissions goals while constantly meeting corporate requirements.
Leading admissions teams in coaching, motivating, and developing new strategies for the admissions team while providing resources to assist with changes in government compliance.
Collectively working with CEO/COO to continue the success of enrolling students.
Implemented Leads 360/Velocify system to increase sales goals and meet budget requirements for admissions.
Assisting in creating marketing tools for increased exposure and recruitment.
Created policies for admission practices while maintaining all government regulated admission operation procedures.
Constantly exceeding COE/TWC standards for student enrollments and retention at each campus.
Created procedures to increase sales goals, start goals and financial aid packaging, while constantly following board of education guidelines and processes.
Ongoing initiatives for discovery of new tools for creating urgency to attract a continuous new student base (daily, weekly & monthly)
Assisting with retaining 80% of our admissions team through coaching, evaluating performance,
monitoring progress and adding incentives.
Exceed compliance standards for all areas of admissions including appointment sets, interviews and enrollment procedures.
Coached, mentored and trained all Admissions Teams and Directors within other SCI locations.
Consistently forecasting future sales goal each week, month and year to exceed budget requirements and produce revenue.
Continuing to build the overall admissions department of Southern Careers Institute.
2011-2012 Brown Mackie College-Louisville, KY
Director of Admissions (Sales Management)
Managed a team of Admissions/Sales representatives maintaining $80.8 million in revenue.
Assisted the Senior Director of Admissions in managing 3 teams, while overseeing 30 admission representatives including re-entry and high school departments to increase enrollments, starts and retention, by having training sessions, circuits, accountability reviews, follow-ups and plans of actions for themselves and their students.
Averaged over 175 starts/sales every four weeks while creating a strategic plan to help grow the campus from 1400 to over 1800 students in a one year period at the Louisville campus.
Exceeded all admissions goals while constantly meeting corporate requirements.
Leaded admissions team in coaching, motivating, and developing new strategies for the admissions team while providing resources to assist with changes in government compliance.
Paul O. Jones, Jr.
20490 Lauder, Detroit, MI 48235
********@*****.***
Collectively worked with Regional Vice President of Admissions/Marketing to continue the success of enrolling students.
Assisted in creating marketing tools for increased exposure and recruitment.
Created policies for admission practices while maintaining all government regulated admission operation procedures.
Constantly exceeded ACICS/State requirement standards for student enrollments and retention.
Created procedures to increase sales goals, start goals and financial aid packaging, while constantly following board of education guidelines and processes.
Implemented ongoing initiatives for discovery of new tools for creating urgency to attract a continuous new student base (daily, weekly & monthly)
Assisted with retaining 80% of our admissions team through coaching, evaluating performance, monitoring progress and adding incentives.
Exceeded compliance standards for all areas of admissions including appointment sets, interviews and enrollment procedures.
Coached, mentored and train all Directors and most Assistant Directors within other BMC locations.
Consistently forecasted future sales goal each week, month and year to exceed budget requirements and produce revenue.
Continued to build the overall admissions department of Brown Mackie College-Louisville.
2000-2011 Jones Services - Detroit, MI
COO/Vice President of Sales/Marketing & Operations
Sales track record for a service based organization with over 11 years in senior/outside sales and operations leadership, while retaining 90% of our customer base meeting MRR company requirements.
Managed providing service in SMB market, while establishing leadership and decision making in both strategic and operational levels.
Provided outstanding consultative selling abilities and excellent interpersonal skills with C-level customers and business partners.
Created entire sales methodology, while presenting agendas, focusing on the company services and possible future business opportunities and revenue building.
Trained, Coached and assisted entire sales/customer service team with creating accounts to deliver products to over 50 businesses in the Detroit Metropolitan area
Collaborated with President/CEO to create strategic plans to enhance customer satisfaction.
Created a collection team to update past due accounts from insurance agencies and customers
Created quotas for customer service team and handled all sales goals while maintaining efficiency in reaching monthly and yearly sale incentives.
Performed collection and credit arrangement activities
Assisted with complex and sensitive customer account problems and disputes.
Provide employees with tools to maintain and increase service levels to both internal and external customers.
Worked closely with other departments to promote continuity, clarify information, and distribute reports. Gather, analyze, and report daily pick-ups and deliveries.
Paul O. Jones, Jr.
20490 Lauder, Detroit, MI 48235
********@*****.***
2007-2011 Dorsey Schools - Southgate, MI
Assistant Director of Admissions/ Senior Admissions Representative
Assisted the Campus Director in managing the entire Southgate ground campus.
Assisted in Managing the admissions team to increase enrollment including setting appointments and interviewing students to access students goals as they pertain to our programs
Exceeded all sales goals for individual and team members constantly meeting metric requirements while enrolling students into allied health care, culinary and business programs.
Leaded the initiatives in coaching, motivating, and developing new strategies for the admissions team while enrolling students into medical, business and it programs.
Collectively worked with Vice President of Admissions/Marketing to continue the success of enrolling students
Assisted in creating marketing tools for increased exposure and recruitment
Constantly exceeding ACICS standards for student enrollment, start-up and retention
Created procedures to increase sales goals, start goals and financial aid packaging, while constantly following board of education guidelines and processes.
Ongoing initiatives for discovery of new tools for creating urgency to attract a continuous new student base (daily, weekly & monthly)
Assisted with retaining 65% of our admissions team through coaching, evaluating performance, monitoring progress and adding incentives
2002-2004 Axia College of University of Phoenix - Phoenix, AZ, Detroit, MI
High School Liaison/Enrollment Counselor/Team Leader/Sales
Hired to lead a team of 20 counselors in assisting with enrolling students into business and it degree programs in a call center environment.
Sell Education to potential students in high school or non-Ged/non-diploma students
Created strategic plans to recruit high school students into a special program to assist them
with receiving college credits while in high school
Arranged meetings with local school administrators to implement programs into their educational system
Retained students through checking attendance, weekly contact and monitoring programs (maintained a 95% retention rate)
Travel across the state of Michigan creating high school assemblies and meetings with students/parents/faculty to enroll students into special program
Coaching, motivating and developing new strategies for our team
Exceeded all sales goals, constantly meeting matrix requirements and receiving raises every six
Months.
Ensured accuracy of all student financial aid data for Accounting Department.
Collaborated with General Manager to create strategic plans to enhance customer satisfaction
Provided guidance and support to new students for online student website
Investigated students concerns in collaboration with the General Manager and Front Office Manager
Tracked and monitored volume and trends to determine third party agency education needs and improve customer satisfaction
Paul O. Jones, Jr.
20490 Lauder, Detroit, MI 48235
********@*****.***
Participated in implementing new sales goals and telemarketing procedures
Dramatically enhanced customer-satisfaction ratings by expediting reservations and continuance of satisfying customer relations.
2000-2002 Fifth Third Bank - Dearborn, MI
Assistant Branch Manager (Sales)
Served as New Accounts Representative, helping customers with their accounts including deposits, withdrawals and handling customer complaints.
Created new accounts for customers including checking, savings, line of credit, credit card and auto loan accounts.
Created new advertising slogans for selling bank products including PA announcements, free giveaways, and employee challenges.
Interfaced with customers to identify needs, field questions, and facilitate sales goals
Provided information on customer accounts, completed monetary transactions, and resolved issues as needed.
Coached and mentored new employees in customer-service processes and company policies.
1998-2000 Wells Fargo Bank - Duluth, MN
Personal Banker/ Customer Service Representative/Sales
Served as Customer Service Representative, helping customers with their accounts including deposits, withdrawals and handling customer complaints.
Created new accounts for customers including checking, savings, line of credit, credit card and auto loan accounts.
Interfaced with customers to identify needs, field questions, and facilitate sales goals. Provided information on customer accounts, completed monetary transactions, and resolved issues as needed.
Coached and mentored new employees in customer-service processes and company policies.
AWARDS:
SCI Management Award/Top Director – Winter Quarter 2012
MVP for Best Director – 2011 (Fall Quarter)
Platinum Award – 1st Top Number of Team Sales/Starts 2010
Silver Award- 3rd Top Number of Team Sales/Starts 2009
Brown Mackie College All-Star Sales Team 2011-2012 (1st, 2nd & 3rd Quarter)
REDZONE – 2007-2010 (Top sales director per module)
Certificate- Admissions Compliance Training for Texas Workforce Commission.
EDUCATION:
College coursework, Paine College, Augusta, GA
Diploma, Northwestern High School, Detroit, MI
Paul O. Jones, Jr.
20490 Lauder, Detroit, MI 48235
********@*****.***
ORGANIZATION/PERSONAL INTEREST:
International Free & Accepted Modern Masons/OES: Crispus Attucks Lodge #51, Detroit,
MI (2007- present)
RELATIVE SKILLS:
Microsoft Office Suite (Word, Excel, PowerPoint), Typing 50wpm, Team Leadership, dispute
resolution
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