Customer Service Call Center
Resume:
Patrick Ballou
Marketing. Customer Service & Management Professional with over 20 years of experience. Clinton, MD 20735
*******.*.******@*****.***
I am a motivated, results driven, and goal oriented professional with 20+ years experience in Customer Service, Sales & Marketing, and Management. I am looking to join a stable organization in which I can make a significant imprint by adding value, with hopes of continued growth & a gaining of valuable knowledge and experience.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Owner/Operator
Justin Credible Catering - Washington, DC
June 2010 to Present
• As the Owner & Operator of Justin Credible Catering, a full service catering & events company providing upscale and unique dining experiences for parties from 2 to 200 people.
• Responsible for preparing, delivering and serving meals to clients at a special event sich as weddings, anniversary parties and corporate meetings.
• Confer with clients to create menu design, cuisine creation, presentation, plating design, event decor and scheduling of event.
• Manage and supervise part-time staff through the arranging and appropriate pre-event, day of and post-event clean-up.
Member Services & Engagement Manager
Alliance for Academic Internal Medicine (AAIM) - Alexandria, VA December 2016 to May 2018
• Responsible for total and complete oversight of the association's membership operations, a nationally recognized Academic Internal Medicine Education association
• Successfully oversaw membership renewals for over 12,000 members nationwide at the major medical schools and teaching hospitals in the United States
• With over $4.7 million annually in member dues revenue, successfully increased the member retention rate from 92.7% to 97.4% during my first year as Manager.
• Maintained contact with all invoice payers (Internal Medicine and Med-Peds Program Directors) and the Deans of all institutions holding memberships for their core faculty and staff.
• Successfully recruited and engaged member volunteers for a new member program, called The Alliance Ambassador Program, intended to help keep colleagues holding ACTIVE membership at their respective institutions informed, updated, and abreast of upcoming events and offerings such as webinars, seminars, conferences, professional development and continuing education offerings.The group began with five (5) members from the Membership Committee. With active recruitment via e-mail, postal mail, website banner ads, and personal phone calls, I was able to successfully grow the number of "Alliance Ambassadors" to over 230 in approximately one year's time.
• Worked collaboratively with staff of other departments to implement new programs marketing online information & knowledge sharing, other member activity, member engagement, and volunteer involvement during the year and at conferences events.
• Played key roles in conference management and oversight of operations, management and execution of the Membership Booth at both National and Regional conferences. This includes exhibit space, contacting vendors on exhibit contracts, ordering of event giveaways (tchotchkes) for members and attendees, and assisting with the hiring of temporary staff for coverage at national level conferences, which average between 700-800 attendees per year. The attendance varies based on the conference location. As an example, the 2017 National Conference in Las Vegas,NV yielded over 1,200 attendees. However, the 2018 Conference in Grapevine, TX yielded under 700 attendees, a significant difference in participation.
• Served as liaison to Chair of the Membership Committee, keeping him informed of Association matters related to membership renewal statistics, recruiting efforts of member volunteers, and other engagement efforts. Also kept members of the Membership Committee abreast with updates and ad-hoc details as needed between regularly scheduled conference call meetings.
• Served as liaison between staff Managers group and the Association's Executive Director/SVP relaying timely, pertinent, accurate, and detailed information related to topics, issues and matters covered, addressed, and resolved during the monthly Managers Meeting.
• Responsible for managing two (2) Full-Time staff employees and one (1) Temporary employee during my tenure.
Membership Coordinator/Customer Service Manage
American Society of Civil Engineers - Reston, VA
May 2006 to November 2016
• Oversight of the association's call center operations including calls to members in dues arrears, upselling and cross-selling of various products & services. Manager anywhere from four (4) to seven (7) full time call center representatives.
• Had oversight of the Lofe Member and fellows Programs, which included contact with potential Fellows and corresponding with Life Members to ensure proper recognition at Society events.
• Worked collaboratively with the Manager of Member Retention to help mine and interpret data for over 140,000 international Society members, ensuring the most accurate and up to date data as possible. This was done using the Personify AMS database.
• Classified as a Personify "Super User," with the responsibility of collecting and distributing the Day One Reports for all users of the Personify AMS database upon implementation of the system. . Program Manager
DialAmerica Marketing, Inc. - White Marsh, MD
January 1998 to April 2004
• Held responsibility, oversight, and management of a 75 seat outbound sales call center.
• Took a leadership role in recruiting, hiring, and training new representatives to ensure success on their respective teams
• Consulted with other managers and reporting part-time supervisors on respective team progress toward weekly, monthly and quarterly goals.
• Collaborated with the Branch Manager to set benchmarks for success which were parallel or above regional benchmarks.
• Trained, monitored and coached team representatives to ensure individual, team and branch goals are achieved.
• Coordinated regularly scheduled monitoring sessions with endors to ensure their quality and performance standards were being achieved or surpassed.
• Strived to provide a motivational atmosphere for representatives to foster a collaborative and supportive team environment.
Education
Bachelor's in Major: Psychology, Minor: English Literature & Music/Vocal Performance
Morgan State University - Baltimore, MD
August 1997 to May 2001
High school diploma in College Prep./Advanced Placement Surrattsville High School - Clinton, MD
August 1993 to June 1997
Skills
• Cold Calling (6 years)
• Research (10+ years)
• UpSelling (10+ years)
• Cash Handling (7 years)
• Sales (10+ years)
• Telemarketing (10+ years)
• Account Management (7 years)
• Marketing (10+ years)
• Proofreading (10+ years)
• Writing Skills (10+ years)
• English (10+ years)
• Culinary Experience (10+ years)
• Serving Experience (10+ years)
• Host/Hostess (10+ years)
• Microsoft Powerpoint (10+ years)
• Presentation Skills (10+ years)
• Event Planning (10+ years)
• Customer Service (10+ years)
• non-profit association management (10+ years)
• Sales Experience (10+ years)
• Time Management (10+ years)
• Office Experience (10+ years)
• Customer Segmentation (8 years)
• Social Media Management (10+ years)
• Microsoft Office (10+ years)
• Microsoft Excel (10+ years)
• Basic math (10+ years)
• CRM software (10+ years)
• Microsoft Word (10+ years)
• Microsoft Outlook (10+ years)
• Public Relations
• Strategic Planning (5 years)
• Market Research (5 years)
• Management (10+ years)
• Blogging
• Digital Marketing
• Branding
• Marketing automation
• Project management (5 years)
• Project management software
• Google Analytics (8 years)
• Email Marketing (10+ years)
• Salesforce (5 years)
• Adobe Photoshop
• Events Management (5 years)
• Outbound Sales (10+ years)
• Sales Management (10+ years)
• Web Design
• Product Management
• Content Development
• Direct Sales (10+ years)
• Search Engine Optimization (SEO)
• Multichannel marketing
• WordPress
• B2B Sales
• Leadership (10+ years)
• Social media marketing
• Recruiting (10+ years)
• Administrative experience (10+ years)
• Adobe Creative Suite
• Outside sales
• Data collection
Languages
• Spanish - Intermediate
Assessments
Supervisory Skills: Motivating & Assessing Employees — Highly Proficient August 2020
Motivating others to achieve objectives and identifying improvements or corrective actions. Full results: Highly Proficient
Customer Service — Familiar
July 2020
Identifying and resolving common customer issues
Full results: Familiar
Written communication — Highly Proficient
July 2020
Best practices for writing, including grammar, style, clarity, and brevity. Full results: Highly Proficient
Retail customer service — Proficient
July 2021
Comprehending and responding to retail customer needs Full results: Proficient
Marketing — Familiar
August 2021
Understanding a target audience and how to best communicate with them Full results: Familiar
Sales skills — Highly Proficient
September 2021
Influencing and negotiating with customers
Full results: Highly Proficient
Management & leadership skills: Planning & execution — Completed August 2021
Planning and managing resources to accomplish organizational goals Full results: Completed
Work style: Reliability — Completed
September 2021
Tendency to be reliable, dependable, and act with integrity at work Full results: Completed
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Publications
The First 10 Seconds: The Art of Breaking The Ice
January 2017
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