Customer Service Continuous Improvement

Alton Martin,

- ****Woodlands Dr Killeen, TX ****9 ( 254-***-**** * *********@***.**.***

Qualifications Profile

With 27 years of extensive experience, I have consistently demonstrated a proven track record in driving sales through adept identification of opportunities, conducting thorough business reviews, maintaining robust communication channels with customers, and consistently delivering exceptional customer service. My expertise extends to efficiently managing products across diverse retail spaces. My commitment to continuous improvement is evident in my practice of regularly soliciting feedback based on key metrics and utilizing it to enhance overall performance.

Key Expertise

Operations Management

•Operations/ Strategic Planning

•Personnel Management

•Process/Workflow Improvement & Standardization

•Relationship Management (Clients, Suppliers, & Management)

•Merchandising

•Selling beverages and/or consumer products

•Executing in-store marketing

•Managing a route

•Working with financial targets

•Customer Service

Technical

•OS: MS Windows

•Office Tools: Google doc, MS Office (Word, Excel, PowerPoint, Access, Teams & Outlook)

Professional Experience

Pepsico

AOM – PreSell Rep SF June 1997– Current

Drive sales through the identification of opportunities, conducting business reviews, maintaining effective communication with customers, and delivering exceptional customer service.

Manage the rotation and stocking of products on shelves, displays, coolers, vending equipment, and customers' backrooms.

Efficiently prioritize and execute daily tasks while servicing up to 100 accounts throughout the week.

Solicit regular feedback for improvement based on key metrics.

Collaborate with cross-functional partners at Pepsi to ensure customer needs are met.

Stay abreast of new technologies, products, and selling skills to foster account growth and create operational efficiencies.

Assemble display support structures, set up promotional materials, and engage in physical activities such as lifting, loading, pushing, and pulling cases ranging from 20-45 lbs. This role requires standing, walking, reaching, and squatting while merchandising products.

Troubleshoot and diagnose software ordering system

Uphold Pepsi's robust safety culture by adhering to all safety standards and procedures.

Utilize evidence-based sales approaches to maximize volume and revenue in designated accounts, encompassing existing customers.

Execute Contract/Customer Development Agreements.

Cultivate and sustain strategic partnerships with customers, emphasizing exceptional service and execution to enhance customer satisfaction, including managing contract renewals.

Implement local and national marketplace initiatives and promotions to foster brand development and optimize brand performance.

Ensure adherence to PBC contract requirements by customers.

Collaborate closely with the Selling Operations team to enhance overall customer satisfaction.

Utilize Dashboard & ERT data to analyze customer information and business trends, identifying and expanding business opportunities.

Take on forecasting responsibilities.

Manage Beverage Optimizer to coordinate growth in fountain, bottle, can, and supply income.

Education & Credentials

Business Management, 1996-1996, Hill Junior College

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