Ralph A. Johnson

917-***-**** adcpaa@r.postjobfree.com adcpaa@r.postjobfree.com

After Sales Associate

Results-driven representative with over 20 years of experience providing customer support in busy call environments in both the medical and watch jewelry industries. Strategic-relationship/partnership building skills – listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.

Areas of expertise include:

Channel Marketing

Project Management

High Growth

Team Building

Corporate Communications

Communications

Marketing Communications

Direct Marketing

Branding

Professional Experience

CITIZEN WATCH CORPORATION

DBA BULOVA WATCH CORPORATION, Woodside, NY 2003 – present

After Sales Associate

Managed a high-volume workload within a deadline-driven environment. Resolved an average of 350 inquiries in any given week. Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees.

Key Contributions:

Chief liaison in material sales for Bulova UK, Bulova Swiss and Bulova Germany.

Helped company attain the highest customer service ratings (as determined by external auditors) earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.

Contributed to an 8% sales increase by improving lead-generation and sales-tracking techniques.

Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.

Co-developed on-the-job training program that reduced training time from 4 weeks to 2 weeks.

Assessed marketing potential of new and existing store locations, considering statistics and expenditures.

Managed a high volume workload within a deadline driven environment. Resolved an average of 350 inquiries in a given week.

Established connections with other watch and jewelry manufacturers with the use LinkedIn, Facebook and Twitter.

Assigned as a co-team leader with Bulova sales force in service and materials departments.

Ralph Johnson – Page Two

917-***-**** adcpaa@r.postjobfree.com adcpaa@r.postjobfree.com

BULOVA WATCH CORPORATION, Woodside, NY 2003 – Present

Technical Estimator and Evaluator

Responsibilities include determination of evaluation and diagnosis of incoming watches for consumers and private jewelers.

Key Contributions:

Utilization of Digital Photography to evaluate the condition of incoming watches. Communicate with consumers and jewelers of their condition.

Determine and suggest optional aesthetics instead of replacements.

Deliver outstanding service, exceed expectations and build long-term loyalty.

Test and maintain receiving of watches for service. Assure battery replacements instead of overhaul of movements.

EDUCATION AND TECHNICAL PROFICIENCIES

Microsoft A+ Certified

Netcom Technologies, Long Island City, NY

Courses in Business Administration

LaGuardia Community College, Long Island City, NY

Skills

Microsoft Office (Word, Excel, Access) Adobe Photoshop, Illustrator,

Dreamweaver, CorelDraw, HTML4, JavaScript, DHTML,

JD Edwards One World, Program Neighborhood, ICA Client. MS Dynamics NAV. Zen Desk.

Skill Name

Skill Level

Last Used/Experience

Customer Service

Expert

Currently used/10 years

Call Center Service Operations

Expert

Currently used/10 years

Complaint Handling/Dispute Resolution

Expert

Currently used/10 years

Sales Lead Generation

Expert

Currently used/10 years

Data Entry/Records Management

Expert

Currently used/10 years

Multiline Phone Use

Expert

Currently used/10years

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