CONTACT INFO

Byron Gilmore

Grand Rapids MI

ad03zg@r.postjobfree.com

Summary: Strong experience as Retention Agent, Account Executive, Inside sales. Customer contact, customer service. Proficient with MS office and also public, and proprietary CRM software.

Available for full time.

Charter Communications

October 2018 June 2022

2.5 years of this Work from Home.

Answer [95%] and place calls to customers, retailer partners, and technicians, and documenting all necessary information pertaining to those calls. Inside sales of all lines of Business:

Internet

Mobile Service

Mobile Phones

Cable Television

Streaming Services

Telephone

Accurately entering service request form information into our database. Act as a trusted advisor by understanding customer challenges, goals, and utilizing closed loop communication.

Quickly establish a rapport, in order to solve customer issues, and, launch solution dialogs.

Processing customer requests in a timely and efficient manner while meeting or exceeding quality metrics and customer expectations. Applying departmental policies and procedures to resolve complex situations. Daily credit card transactions.

Processing consumer claims.

Educate customers on service agreements and products. Serve as the voice of the customer.

Manage CRM tools.

Subject matter expert that builds loyalty, implements process improvements, identifies up-sell opportunities, ensures long-term client retention, and single point of contact for escalations.

Manage resolution of customer concerns and product enhancement requests. Interpret and follow up on technician reports.

Process work order requests and reports.

Process and enter customer orders.

Identify growth opportunities.

Promote customer retention and lower churn by driving best practice and expansion of lines of business opportunities.

Successfully articulate our business value, products and customer roadmaps, and support requirements to ensure overall customer satisfaction. Responsible for taking pro-active actions.

Ensure an exceptional customer experience.

Perform other duties as assigned.

Possesses high ethical standards and expects the same from all others. Adaptability – adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events. Customer focus – actively seeks information to understand customers’ circumstances, problems, expectations, and needs. Builds rapport and cooperative relationships with customers.

Energy – keeps a strong work pace over time; exhibits intensity in completing work objectives.

Follow Through – builds due dates into assignments and task delegations; effectively manages obligations / work tasks to ensure expected results. Integrity – possesses high ethical standards and expects the same from all others in the organization.

Negotiation – builds value of preferred alternatives by relating them to the other party’s needs; responds to objections by emphasizing value; exposes problems with undesirable alternatives.

Oral Communication – speaks clearly and persuasively in positive or negative situations.

Persuasiveness – makes favorable impression by interacting with customers in a manner that builds effective relationships. Presents product, service or ideas in a manner that clearly shows how they would meet needs and provide benefits; builds confidence in the products, services, and ideas. Uses appropriate techniques to move others to action or to agreement.

Planning/organizing – prioritizes and plans work activities, uses time efficiently and develops realistic action plans.

Problem Solving & Decision Making – identifies and resolves problems in a timely manner and gathers and analyzes information skillfully. Professionalism – encourages and reminds others to act in a businesslike and professional manner. Takes extra effort to improve knowledge and skills to be the best in the profession. Adheres to the highest level of professionalism by demonstrating honesty, integrity and maturity.

Teamwork – prompts others to contribute knowledge and information to assist the team. Keeps focused and on track and resolves any interpersonal issues arising that may jeopardize team success.

SJA Solutions

August 2015 February 2018

Managed Services Provider where I did Business Development, setting sales appointments. Convincing the C-level of a target company to meet with us to sell them IT services.

Commission based inside sales.

High tech sales to the business community including Medical, Legal, Municipal, and Manufacturing.

I want to have a conversation with a CEO, President, CFO or Owner. No other party needed to complete this job.

100% cold calling

Contract revenue and IT infrastructure project revenue. Top producer in 201*-****-**** 2018

Place calls to our prospective clients.

Document all necessary information pertaining to those calls using CRM. Accurately entering information into our database. Analyzes CRM database to develop new approaches to prospective clients. Uses CRM to assemble lost and forgotten information into a coherent whole for new use.

Develops strategies to counter perceived obstacles and surmount new challenges. Possesses high ethical standards and expects the same from all others. Held keys to Building, and Office.

Adapt to changes in the work environment.

Manages competing demands and is able to deal with changes and delays. Speaks clearly and persuasively in positive or negative situations. Applies departmental policies and procedures to resolve complex situations. Educate customers on Technology and products.

Identify growth opportunities.

An ability to be a detective: Not every company will tell you whom you want to speak to.

An ability to make Obstructionist secretaries work for you is often helpful. Sales-Creative:

I am well known for "Todays Scheme" These were discussions I started and led on how to attack assorted challenges and ways and means of separating us from our competition.

Strategy:

As a means of separating us from our competitors, using "out of the box" creative thought processes.

Establish Database of Competition:

I established a comprehensive database of our competitors for use by all employees. Its nice to to be able to know whom you are up against in the challenging and competitive business world. Its even better to know what their weaknesses are, in advance.

Advertising:

Included in advertising conversation because of previous experience selling advertising to national companies. Many discussions on ideas, placement and barter. Set up Barter opportunities between ownership and C level of other companies to discuss barter.

Marketing:

Driving company direction by realizing that just selling is not enough, selling to

"whom"

which drives long term strategies for company growth. Add to permanent company goals:

After being here for a year, the Owner told me he was going to add some of my viewpoints to his permanent company goals.

Charitable giving:

Convincing the ownership to use our charitable giving as an influence on specific groups that we want to penetrate.

Post tech on social media:

At ownership request, provide him with technology articles that effect our business and that of our clients.

Contact this candidate