Sales Customer Service

Francis Abraham

**** *. ******* ***, ******** Springs, UT 84045 *****************@*****.*** 801-***-****

Education

Brigham Young University of Idaho

January 2001-2002 & September 2005-July 2008, Rexburg, Idaho

Bachelor degree in Communication (Public Relations emphasis)

Minor degree in Sports & Exercise Science

Employment History

Divvy Inc. – Growth Executive

December 2018 – May 2020

I managed over 140 client relationships from small to medium size businesses and non-profit organizations in utilizing Divvy’s automated expense managing software on the Customer Success team.

Provided live demo training to educate clients of all the platform features

Performed billing collections of past due accounts

Acted as point of contact for all client’s tech and support inquires

Responsible for growing clients spending in credit card utilization during 5-month stewardship

Cross-selling platform features in order to capture additional client spend to generate revenue

Awarded top Growth Executive with the highest percentage of customer ramping for 2019-2020

NMI (Network Merchants Inc.) – Partner Development Manager

January 2018 – November 2018

I managed over 400 affiliate partner relationships with ISO’s (independent sales organizations), VAR’s (value added resellers), and ISV’s (independent software vendors) in utilizing NMI’s omni-channel payment gateway solution with all its features.

Provided training through live demo accounts to prepare partners to board merchants on the gateway

Performed billing collections of past due accounts

Collaborated with product development for gateway enhancements, processor certifications, and special project requests

Negotiated partners pricing structures to ensure monthly merchant/transaction counts continued in added revenue

Upselling EMV solutions and value-added services of the gateway

Rapport building with partner visits at trade shows, monthly account reviews, and product updates

Created value with customer service and retention efforts to ensure partners continual loyalty to NMI

Convirza – Account Manager

July 2017 - December 2017

I managed a book of business of 40 clients which consisted of advertisers and marketers in the call tracking software industry.

Building rapport and trust with clients to ensure they were actively using the CFA (Convirza For Advertisers) platform

Educate clients on new software features with demo presentations, product changes, and contract negotiations

Assist with escalated customer service issues and tech support requests

Migrate older clients from the older CQM platform to the newer CFA platform

Monitoring client’s monthly invoices and make sure they are paid in a timely manner

Up-selling initiatives to grow the company's monthly revenue

National Processing LLC- Account Executive

March 2017 - July 2017

I was responsible for selling credit card and ACH processing contracts to SMB's in an inside sales environment.

Received inbound/made outbound calls and emails to merchants

Educated merchants about payment processing rates, industry compliances, and hardware requirements

Assisted with escalated customer service and tech support escalations

OpenEdge (Formerly Accelerated Payment Technologies Inc.) – Assistant Sales Manager

October 2014 – January 2017

I assisted with managing a team between 10 to 24 Merchant Sales Reps in ensuring they properly create as many merchant payment processing contracts as possible, with the highest amount of gross profit for the company.

Provided sales training with using Salesforce, Microsoft Office, and other third-party programs for helping sales team close more deals through the sales cycle

Instilled a positive work atmosphere with moral and motivational techniques to increase work productivity

Generated reports such as close ratio, gross profit, lead conversion, commissions, and retention

Prioritized to support the Sales Manager in making their responsibilities less burdensome anyway possible

Instructed policies and procedures of the standard sales operations for the sales team

Performed monthly 1 on 1 meetings with sales team to review quotas, achievements, concerns, questions and their well-being

Consistently met with other company departments to implement methods of improving sales products and processes.

Accelerated Payment Technologies Inc. – Merchant Sales Rep

February 2011 – October 2014

I’m part of the original merchant inside sales team in the Utah office. I’m responsible for creating credit card, ACH, and gift card processing contracts with merchants for our XCharge integration product.

Made outbound and received inbound calls from prospecting merchants to utilize the XCharge payment processing integration solution

2013 Presidents Club honoree as the top Merchant Sales Rep in the company

Provide training, motivation, and leadership to team members when management is unavailable for assistance

Recognized on the sales floor as ‘the one who knows all the answers’ due to my researching capabilities (using confluence, talking with finance and tech support for problem solving issues)

eBay Inc. – Customer Solutions Agent 2

August 2009 – January 2011, Salt Lake City, Utah

I work on the Top Customer Care Team providing advanced support to the top 1% of buyers & sellers on the site.

Answer phone calls/emails from eBay members to resolve their concerns and questions

Investigate fraudulent activity, billing queries, tech issues, and end-user education for site usage

Tutor sellers with business development plans for implementation for sales growth

Provide ethical decision making for eBP Resolution cases between buyers/sellers transactions

The Britto Agency (Internship) - Intern

April–May 2009, New York, New York

I performed clerical responsibilities such as answering phones, cleaning, and making deliveries.

Updated celebrity contact list

Wrote/edited client’s case study biographies to be updated on the company website

Brainstorming sessions with CEO for brand development of clients/products

Palisades Media Corp. – Administrative Assistant

November-December 2008, New York, New York

Responsibilities included maintaining client’s documents and serving as personal assistant to the CEO. Accomplishments included staying later to finish project assignments and delivering new car to CEO’s daughter (NYC to Boston).

Greeted clients and answered business phone calls

Organized meetings and scheduling with Microsoft Outlook for the CEO

Filing legal documents, creating binders/portfolios, copying, and faxing

Sorting mail and arranged them for hand delivery to clients/postal mailing services

Ordering office supplies, food catering, traveling and special purchases for the CEO

Alloy Public Relations (Internship) - Researcher

January-July 2008, Rexburg, Idaho

I was responsible for promoting club organizations throughout BYU-Idaho University and research business logistics for a clothing store.

Wrote press releases and marketing materials to create awareness of Sports Administration Society

Developed a commercial to be broadcasted at campus events

Organized a field-trip to visit several professional sports teams to inform students how to pursue a career in the sports industry

Helped to create a business proposal for Nike Global Procurement Team on behalf of Prestige Clothing Store to supply Nike products

Responsible for qualitative, quantitative, and demographic research

Managed a team of 4 and was in charge of all writing components during the campaign

Pinnacle Security – Home Security Salesman

July-August 2007, Miami, Florida

I was responsible for setting up contracts to clients for home security systems.

Generated over $11,000 in sales revenue by selling 8 accounts in 4 weeks (untrained)

Knowledge in door-to-door canvassing

Utilized communication skills to relate with clients

Volunteer Experience

LDS Missionary Services, learned and speak Haitian Creole/French fluently (January 2003-2005)

Game Operations volunteer for Real Salt Lake MLS and Miami Dolphins NFL teams

Two years of basketball announcing/master of ceremonies at BYU-Idaho games and special events

Membership with PRSSA (Public Relations Student Society of America)

Other Skills

Strong communication and problem solving skills

Proficient in Mac/PC platforms and Microsoft Office products

Knowledge in Visual Media (Adobe: Illustrator, Photoshop, InDesign programs)

Over six years of retail/customer service/call center experience

Creative writing with APA and Inverted Pyramid styles

Six years experience with Salesforce CRM

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