Customer Service Sales

Calvin Underwood III

Sugar Hill, GA ***** *********.******@*****.*** – 586-***-****

QUALIFICATIONS PROFILE

Highly motivated and skilled sales / customer service manager, recognized for building internal business teams that increased company profitability and quality performance. Thorough and accurate; able to analyze, and process time-sensitive information in fast-paced and high-risk environments. Exemplify extensive consulting knowledge and business management skills complimented with comprehensive experience in supervising direct report performance. Customer focused professional, offering broad-based, and hands-on skills in management, business operations, and client relations.

CORE COMPETENCIES

Customer Service and Relations *General Management and Supervision* Account Management *Sales and Marketing Strategies*

Business Development* Strategic Planning and Implementation* Relationship Management* Rapid Conflict Resolution*

Organizational Leadership and Team Building* Territory Management* Cold Calling/Prospecting

RELATED EXPERIENCE

Service Advisor 2016 – Present

Kia Mall of Georgia – Buford, Ga

Responsibilities include

Customer/Vehicle consultation

Warranty Administration

Vehicle repair sales

Direct Sales Representative 2014 – 2016

Comcast Cable – Sterling Hts, MI

I returned to Comcast in December of 2014, and was instantly ranked amongst the elite in new subscriptions, and customer retention.

Responsibilities included

Canvased assigned territory for new subscribers

Upgraded current accounts with additional products, and services

Assisted management with new rep ride-alongs, shadowing, and role plays

Attended weekly team huddles to discuss new acquisitions, new products, and forecast

Researched local competition to enhance knowledge of competitors offerings and promotions

Direct Sales Supervisor- 2012 - 2014

Charter Communications - Newnan, GA

I joined the Charter family (as a direct sales representative in March of 2013, and led the Metro Atlanta market in new subscriptions. In June of 2013 our market was realigned and I was promoted to Direct Sales Supervisor. During my first 30 days, I was able to take a 6th place team to a 3rd place finish; eventually becoming a 1st place contender every month thereafter. Responsibilities included

Coached and developed a team of door-2-door sales representatives

Prepared and distributed monthly assigned territory

Conducted daily conference calls and weekly team meetings

Monitored sales activities and daily dispositions

Assisted and resolved customer escalations (customer service)

Prepared weekly, monthly, and annual projections

Determined the motivational needs of each individual sales rep and delivered positive energy

Increased knowledge of Charter products and services while obtaining and sharing best practices with Direct sales team

Direct Sales Representative/B2B sales- 2008 to 2012

Comcast - Dearborn Heights, MI

During my tenure at Comcast, I was known for my competitive edge, and customer service. Ranked in the top 10% in the state of Michigan. I have received many awards, prizes, and recognition for exceeding expectations; including “Presidents Club”

Responsibilities included

Canvassed assigned territory

Educated prospective clients on the products and services provided

Attained extensive product knowledge; both of Comcast and its competitors

Determined customer’s needs by asking probing questions, and overcoming objections

Store Manager 2004 to 2008

Rent-a-Center - Detroit, MI

In 2007 my store was named “store of the month” 5 times in our region. This was accomplished by our ability as a team to collect on pass due accounts, up-sale current customers, and our determination to give our customers an award winning experience

Responsibilities included

Trained and developed all employees, providing the necessary tools to obtain success

Prepared weekly, monthly, and annual goals for all employees as well as specific location (store)

Handled customer escalations by determining concerns and providing resolutions

Assisted in the recruiting process by closely evaluating potential prospects in comparison to our needs

Monitored calls and coached performance for consistent and exceptional customer service

Provided superior customer service

Assistant Service Manager- 2001 to 2004

North Western Dodge - Ferndale, MI

Responsibilities included:

Gained positive rapport by professionally greeting customers and determining their needs

Assisted service personnel in promptly delivering repaired vehicles in a time-sensitive manner

Coached and developed service writers, providing extensive knowledge of pricing and warranty administration

Prepared monthly and annual Projections

Dispatched vehicles needing service to available technicians

EDUCATION

Colorado Tech

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