Sales Representative Customer Care

Kevin L. Baltimore 704-***-**** ***************@*****.*** Charlotte, NC

Process Improvement Analyst

Accomplished professional who excels at managing internal and external relationships and projects while handling process improvements and cost reductions through performance data. Skilled at defining project scopes, activities, objectives, and timelines in addition to analyzing data. Adept at recommending solutions and implementing new processes designed to improve best practices in the workspace. Experienced at working in fast-paced, stimulating work environments while meeting goals and deadlines.

Professional Overview

Ingersoll Rand Charlotte, NC 2005 – 2020

Project Analyst

Participated in rapid improvement summits to improve production flow. Analyzed carrier bids, rates, cost analysis, and tariffs to identify cost-saving opportunities. Resolved backorders and materials shipped inbound via ocean and air.

Reduced the gap by 75% by rewriting standard work helping reduce errors to two to three pieces monthly.

Saved $500K+ by implementing new shipping standards and updating standard work procedures.

Switched carriers to help save on the costs of shipments going to Canada.

Restructured shipping cells and ensured products were available for shipment while maintaining workloads; highlighted productivity, quality, safety, and staffing to ensure the whole cell was successful daily.

Logistics Analyst

Analyzed and coordinated logistical functions in the organization. Managed the lifecycle of a product, including acquisition, distribution, allocation, delivery, and final disposal of the resources. Oversaw shipments within a 263,000-square-foot distribution center sending 5K+ lines of product daily. Wrote and revised SOPs for logistics processes and recommended improvements. Negotiated terms with 12+ carriers. Identified savings by analyzing carrier bids, rates, costs, and tariffs.

Reduced costs and improved efficiency through data mining and analysis to find trends, patterns, and opportunities.

Additional Work Experience

Logistic Analyst / Sales Representative Jacobsen Textron Charlotte, NC

Developed and implemented technical project management tools. Analyzed numerical and statistical data and provided operational management reports. Determined cost benefits and managed customer service and technical assistance for the lawn equipment division. Serviced current accounts, obtained orders, and established new accounts by planning work schedules to call on sales outlets and other trade factors. Forecasted sales by studying existing and potential volumes of dealers.

Sales Coach / Supervisor Bell South Mobility Charlotte, NC

Headed the onboarding manager program designed to support an increase in employee retention and improvement. Assessed, planned, designed, and delivered client training initiatives. Improved the design and implemented core curriculums via technical training, sales, and customer care by offering solutions to clients. Coached and developed 25 direct reports and 250 indirect reports. Hired qualified tier 1 technical agents to assist with payments and troubleshoot phone, HSD, internet, and Wi-Fi. Developed employee programs allowing agents to advance in their current roles. Monitored and facilitated calibrations for FCR, CSAT, and recursive performance.

Education, Certifications & Training

MBA in Supply Chain Management, Strayer University, Charlotte, NC

BS in Business Management, Robert Morris University, Pittsburgh, PA

Information Systems Certification, ECPI, Charlotte, NC

Lean Certified Six Sigma Yellow Belt Certified 9-Step Problem Solving Certified

United States Marine Corps Veteran

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