Nathan T. Brown

*** * **** **, **** ***

Mesa, AZ 85205

Home: 720-***-****

E-mail:ad324q@r.postjobfree.com

Objective

Seeking an organization commensurate with my results-oriented sales/service professional skills. One that can benefit from my proven track record of success in account & team management. In search of a company that allows a high-energy, innovative, & self-directed person such as myself to pursue both personal & corporate goals. I am seeking a position where I can use my team building, people, & management skills to help generate revenue and contribute to a positive work environment.

Work Experience

May 2021 - Current Connexus Resource Group/J-Curve Technologies Tempe, AZ Customer Care Agent (May 2021 - October 2021)

● Handle inbound customers - Power Hosts

● Provided account resolution issues, and processed various types of ticket requests

● Required to meet CSR minimum performance expectations

● Administrative support and document detailed notations of all resolutions Customer Care Team Lead Virtual Remote at Home October 2021 to Current)

● Manage a team of 10-12 customer care agents

● Provide ongoing training, coaching, and review of agents metric compliance

●Administrative Duties:

● Documentation of coaching and monitoring agent calls

● Reviewing quality assurance evaluations and coaching as necessary

● Various HR functions, such as payroll, performance reviews, progressive discipline actions

● Attend meetings with both J-Curve staff and the client staff.

● Perform various duties related to the ever changing processes and KPI updates

● Lead the team enthusiasm and provide motivational support as well as team building exercises April 2018 – April 2020 Venicom Inc Scottsdale, AZ Customer Service Representative/Trainer

● Handle inbound customer & sales rep calls

● Provided account resolution, product education, & sales support

● Required to meet CSR minimum performance expectations

● Administrative account & sales support for sales force at large August 2017 – February 2018 Ad-Tech/Squeeky Mice LLC Phoenix, AZ Customer Sales/Service Care Manager

● Supervised & motivated a team of 15 to 20 service agents & 7 to 12 sales agents

● Managed an annual budget of 1.9 million

● Managed a supervisory staff of 3 supervisor staff members

● Managed reporting & activity performances for the Sales/Service Department

● Managed all vendor services & contracts associated with the Sales/Service Department

● Developed & implemented a Quality Assurance Process which became a part of the Sales/Service Department

● Developed & implemented an escalation-focused problem resolution process July 2014 – July 2017 Customer Solutions Group Denver, CO Sales Consultant: Client – CraftJack (July 2014 to December 2016)

●Required to meet a closed sales quota of seven closed sales weekly

● Make outgoing calls to pre-qualified business accounts

● Dialogue with customers to determine the appropriate business & marketing solution

● Acted as liaison between CSG & clients

● Compiled reports for purposes of tracking performance

● Supervised & motivated a team of 7 to 15 telemarketers

● Required to train & develop phone agents

● Required to meet a weekly sales quota

● Submitted daily team performance reports

● Required to contact customers to “fix” sales that were on hold for processing Sales Agent Supervisor: Client – Varsity Tutors (December 2016 - July 2017)

● Supervised & motivated a team of 7 to 15 telemarketers

● Required to train & develop sales agents

● Required to meet weekly sales team sales & KPI expectations

● Submitted daily/monthly team performance & activity reports

● Required to contact customers to “fix” on-hold sales for release to the NAT

● Utilized all system supervisor applications required September 2010 – February 2013 Service Magic/HomeAdvisor Inc. Golden, CO Sales Service Consultant

● Required to meet a closed sales quota of seven closed sales weekly

● Make outgoing calls to pre-qualified business accounts

● Dialogue with customers to determine the appropriate business & marketing solutions

● New customer follow up & teleconference training January 2006 – September 2010 TMG Marketing, Inc Denver, CO Data Account Executive

● Required to meet a closed sales quota of 22 closed sales monthly

● Make outgoing calls to pre-qualified business accounts

● Dialogue with customers to determine the appropriate data solutions

● Dialogue with each department as it relates to the installation process

● Provide training support to newly hired account managers in the area of complex data services & products Education

1998 - 2002 University of Phoenix Aurora, CO BS/BM/Marketing

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