Customer Service, Sales, Editor, Writer, Illustrator

Kenny Jones (Jones, Roy K.)

*** *. ********* **.

Austin, Texas 78752

Mobile: 512-***-****

*.*****.*.*****@*****.***

Attn: hiring manager,

I spent the past 13 years with a large commercial data publisher in a variety of roles, including Research Editor/Industry Analyst. My work also included data and business process analysis, product development, customer support and advocacy, and even sales. I’ve trained remote and internal support teams, and have written and documented best practices and developed internal and external knowledge bases.

Much of my work was directly customer facing and required coordinating and reporting information for both the public, our customers, and internal stakeholders. My work also involved careful handling of classified information in an environment of strict compliance requirements. I am capable of multi-tasking, providing excellent customer service, leading and training others, and going above and beyond for my team and our brand.

You have an opportunity to bring in a person with varied employment experience, as well as good written, verbal, and visual communications skills. I am dependable, motivated, and a fast learner capable of making independent decisions or following instructions. I am comfortable around technology and comfortable working with or even leading others.

Please grant me an interview so we can discuss any open positions in greater detail and get to know each other better, as well. Then we can see if I would be a good fit for the organization overall. I believe I would make a great addition to the team. Thank you for your consideration.

Kind regards,

Kenny Jones

*see resume on subsequent pages

Kenny Jones (Jones, Roy K.)

100 W. Crestland Dr.

Austin, Texas 78752

Mobile: 512-***-****

*.*****.*.*****@*****.***

Professional Summary:

In 13 years with my most recent employer (Hoover’s/Dun & Bradstreet, a global publisher of business information), I worked to create and maintain a growing database of in-depth company reports, and also became a subject matter expert on the global data supply chain and data quality protocols for all product lines and situations. My work as a researcher and editor was intended to provide insight that would enable more informed business decisions and strategies. I studied and wrote daily about businesses across absolutely every industry.

I have been directly involved in the development of new products, internal processes, an FAQ knowledge base, customer service best practices, and marketing boilerplate to set appropriate expectations with subscribers and the general public. My proactive and reactive efforts to prevent or resolve data quality issues helped to protect as much as $6 million in revenue annually, helped to prevent litigation against my employer, and helped ensure subscription renewals even for large enterprise clients.

I have created curriculum for and have trained internal and outsourced customer service teams (and customers). My experience working with sales, product, marketing, IT, and customer service teams has taught me to understand what it takes to make a business sustainable and successful. My experience and vision would be valuable to any team.

Skills and Competencies:

Comfortable with technology including all Microsoft Office and all sorts of software, CRMs, applications, macros and tools

Strong written and verbal communication skills for all occasions

Linguistics and interpersonal skills, including conflict resolution, interviews and evaluations

Telephone and public speaking, rehearsed or improvised; training and instruction

Creative/artistic skills: sculpture, illustration, design (classical and digital)

Investigative research and analysis skills, problem solving

Product development, improvement and innovation

Business process analysis, business development consulting

Engineering skills: mechanical, architectural and civil drafting, basic construction

Copy writing, technical writing, editing, web publishing, RFPs, SOWs

Respect, diplomacy, and common sense

Employment Experience:

[October 2015 – October 2016] – Hoover’s/D&B Emerging Business/New Customer Acquisition Sales

Hoover’s/Dun & Bradstreet

7700 W. Parmer Ln. Austin, TX 78729

512-***-**** Supervisors: Amy Bible, Brent Hooten, MaryLou Childress

Customer facing and detail oriented

Inbound and outbound sales, including warm and cold calling, chat, and email

Learned about each prospective customer to uncover their needs

Develop rapport and trust to create loyal customers and increase renewal revenue

Sell solutions/products to address customer needs and help them achieve their goals

Demonstrate strong product knowledge across a broad catalog of solutions

Strong verbal and written communication skills, diplomacy and debate skills

Ability to demonstrate various products and train or support users or internal teams

[October 2006 – October 2015] – Hoover’s Editorial SWAT / Customer Advocate

Hoover’s / Dun & Bradstreet

5800 Airport Blvd., Austin, TX 78752

512-***-**** Supervisors: Greg Perliski, Valerie Pearcy, Patrick Flynn, Margaret Lynch, and Russell Secker

Customer facing

Resolve difficult issues for unhappy customers

Support sales team to resolve tricky content issues regarding both Hoover’s and D&B data

Maintain editorial and D&B content both proactively and reactively

Sell solutions/products to unsatisfied (or just uninformed) customers

Demonstrate product knowledge and understand data supply chain

Build relationships

Strong verbal and written communication skills

Develop and improve Editorial processes and Customer Service protocols

Develop new products and product features leveraging various data sets

[June 2003 – October 2006] – Hoover’s Editor

Hoover’s

5800 Airport Blvd., Austin, TX.

512-***-**** Supervisors: Joe Simonetta, Paul Geary, Kathleen Kelly, Greg Perliski, Margaret Lynch, and Russell Secker

Research, creation and maintenance of editorial content, executive interviews

Deep familiarity with whatever subject industries I covered on any team

Develop and improve editorial processes

Develop new products and product features leveraging various data sets

Maintain editorial and D&B content both proactively and reactively

Education:

Graduated A.N. MacCallum High School (Austin, TX) 1992

Austin Community College: Art Design, Technical Drafting (Mechanical, Architectural, Civil), GIS

Improvised comedy/theater

References available upon request.

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