Customer Service Call Center

Barry J Franklin

**** *. ********** *** *******, TN 38018 901-***-**** ad5q46@r.postjobfree.com

SUMMARY

Extensive experience including sales, management, implementation and training.

Proven to work efficiently and effectively in timely fashion to accomplish company goals.

Experienced in accomplishing tasks requiring knowledge and understanding of

Microsoft Office.

Extensive experience in problem solving.

EDUCATION

University of Memphis US-TN-Memphis

Bachelor of Business Administration

Sales/Marketing Degree

State Technical Institute US-TN-Memphis

Associate Degree

Mid-Management Banking

EXPERIENCE

Sedgwick CMS Memphis, TN 2016-Present

Call Center Team Lead

Assess and evaluate team competencies.

Maintains records of training activities for colleague progress.

Analyze and resolve customer service issues.

Supervises a Service Center team providing leadership, direction, and support and monitors team's daily performance.

Monitors workloads and status; supports colleagues by providing advice on handling complex issues; and identifies and resolves problems and issues.

Works with team leadership to develop, implement, and monitor staff development plans with a focus on overall customer service skills.

Communicates with upper management regarding unit issues and resolutions.

Best Buy Memphis, TN, 2013-2017

Geek Squad Precinct Leader

Responsible for making sure all Geek Squad employees are up to date on all training,

Make sure all equipment and supplies are ordered in a timely fashion.

Handle all customer service issues.

Exceed financial goals on a monthly, quarterly and annual basis.

Involved in all hiring and firing decisions.

Involved in store management

oOpen and close the store

oCustomer service issues.

oFill in as needed in all aspects of store operations including loss prevention, cashier, floor sales and sales training.

National College, Memphis, TN, 2009-Present

Teacher

Teach Microsoft Office (Word, Excel, PowerPoint, and Access)

HD Supply, Jacksonville, FL, 2011-2012

Field Sales Representative

Industrial sales for multi-unit properties, healthcare, and government accounts in Jacksonville, FL.

Coordinated product and safety training for industrial accounts.

The Home Depot at Home Services, Memphis, TN, 2010-2011

Sales Manager- Memphis/Little Rock

Managed outside sales of roofing, siding, and windows for 17 stores across West TN, Eastern AR, and North MS.

Responsible to hire and train the sales team (10 Sales Consultants)

Work with store management on lead generation, manage sales reports.

Lyon Workspace Products, Memphis, TN 2008-2009

Southwest Regional Manager

Manage the Southwest region with 13 District Managers covering 8 states.

Rebuild the dealer distribution network.

Train District Managers to guide sales in their assigned districts.

Manager regional budgets.

Handle customer service issues.

MSC Industrial Supply, Memphis, TN, 2006-2008

Outside Account Executive

Sales- Government and National accounts.

50 total accounts, 22 focus accounts that average over $100,000 in sales.

Set up and maintain monthly and quarterly reviews of safety guidelines.

W.W. Grainger, Memphis, TN, 2002-2006

Account Manager

Account Manager in the Memphis area.

Responsible for account maintenance, account training, new technology training.

Member of the field technology team to help roll out and train employees and customers on any new hardware and software for Grainger including the accounting software package ASAP, and the HP tablet PC launch to over 4000 sales managers in the field.

Responsible for 202 accounts in the Mid-South area with annual sales over $3,200,000.00 with a 46% growth over the prior year.

Top manager in the district, top 5 in the region and top 100 in the company my last full year with Grainger.

Cellular South, Memphis, TN, 2000-2002

Memphis Market Manager

Established the retail cellular market in the Memphis area, managed the development of the Memphis retail operations, retail store set up and training

Recruited resellers and dealers, set up and trained dealer and reseller staff and stores.

Hired retail staff and helped to set up marketing Cellular South in the Mid-South area.

Introduced and trained other Cellular South locations on the new technology that Cellular South was upgrading to company wide.

Chadmoore Wireless Group, Memphis, TN, 1997-2000

Regional Operations Director/Technical Performance Manager

Set up the dealer network.

Assisted our direct sales force and dealer network nationwide.

Responsible for customer service issues.

Found and developed new product lines for Chadmoore to use.

Set up field training and performance tracking.

Communications Services Co., Memphis, TN, 1989-1997

Sales Manager

Sales executive sold Motorola Radius 2-way radio product line to the Mid-South area.

As Sales Manager 7-10 million per year.

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