Sales Customer Service
Resume:
Richard Willis
South Bend, IN **628
574-***-**** *************@*****.***
SUMMARY
Results-driven Area Sales Manager with proven success developing relationships in a competitive marketplace. Key strengths in management, sales, problem resolution, and time management. Team-oriented sales professional with strong interpersonal and leadership skills that establish trust and build rapport with clients. Manage teams and implement plans to deliver sales revenue above expectations.
EDUCATION
BS, Finance Ball State University Muncie, IN
AREAS OF EXPERTISE
Sale / Marketing
Conflict / Dispute Resolution
Contract Negotiations
Presentation Skills
Leadership / Training Development
Communication / Interpersonal Skills
Performance / Time Management
Business Cost Analysis
Client / Vendor Relations
Customer Service
Training-Sales / Business
Interviewing for New Hires
PROFESSIONAL EXPERIENCE
JANSSEN PHARMACEUTICALS, South Bend, IN 2015 – 2020
Professional Sales Representative
Conduct daily sales calls to doctors and medical staff to develop positive relationships and achieve sales quotas.
Schedule monthly sales route to maximize efficiency in multiple cities in Northeast Indiana.
Serve as a valued resource to physician’s and their staff to educate on new medications that could benefit their patients.
Completed timely daily administrative duties including expense reports, monitoring monthly expense budget, logging sales calls for the day, and staying current on training and compliance courses.
QUINTILES, South Bend, IN 2013 - 2015
Sales Representative
Conduct daily calls with practitioners and medical staff to develop positive relationships and achieve sales quotas.
Collaborate with teammates to create strategies to maximize opportunities and increase sales results.
Serve as a valued resource by delivering information and providing access to multiple resources provided by the company.
Completed timely daily administrative duties including expense reports, monitoring annual budget, logging sales calls made for the day and staying current on training and compliance courses.
ENTERPRISE RENT-A-CAR, Mishawaka, IN 1995 – 2012
Area Manager 2005 – 2012
Managed 7 branches in Northeast Indiana. Oversaw performance results for Customer Service, Employee Development, Profitability and Growth. Maintained high performance with bi-monthly manager meetings used to review plans, drive results, and deliver coaching to improve performance.
Conducted monthly meetings with 20 employees to review career plans and deliver coaching to meet goal attainment challenges.
Consistently exceeded customer service goals by implementing procedures for daily facility prep. Procedures focused on branch arrival time, clean car inspections, inventory review, and customer follow up calls. Improved customer service scores from 78% to 84%.
In a competitive market, developed strong relationships through face-to-face meetings with key decision makers. Collaborated in developing strategies to ensure expectations were met. Strategies included concessionaire agreements allowing clients to arrange rentals outside of normal business hours and technology to provide VIP treatment.
Built trust with over 100 major accounts by reviewing expectations with local branch employees and monthly account follow up meetings to solicit feedback. Results included exclusive client rental agreements and 15% increase in year over year revenue.
Implemented strategies to improve inside sales performance. Delivered coaching sessions based on role playing to build trust with customers and analyzing customer needs. Increased year over year revenues by 4%.
Managed comprehensive employee training curriculum for 24 employees. Topics included sales, customer service, and understanding financial statements. Training resulted in 80% employee retention.
Richard Willis Page Two
ENTERPRISE RENT-A-CAR (Continued)
Developed area-wide marketing strategy targeting new accounts and accounts with declining referrals. Met with decision makers and analyzed potential reasons for declines in referrals. Evaluated rental needs of other departments and performed cost analysis to prove savings of renting vs. mileage reimbursement.
Handled escalated customer service issues. Monitored each issue to resolution by meeting with manager to review issue and provided coaching as needed. Met 24 hour goal for all issues received.
Analyzed and tracked branch expenses. Directed weekly manager meeting to evaluate cost challenges and delivered cost containment coaching. Met targets and Improved profitability by 20%.
Interviewed and selected new hires for management training program. Selection criteria based on conducting on-site branch observations to determine sales ability, customer service attitude, competitiveness, and work ethic.
Delivered quarterly management presentations to audiences of up to 80 people. Content focused on cost control, customer service, performance management, and marketing. Information enabled management to fine tune decision-making processes.
Branch Manager 1996 – 2005
Oversaw daily branch operations including inventory control, reservation, and customer service.
Coached employees to deliver best in class customer service. Location led state in customer service scores, always exceeding company average.
Trained and developed 7 branch employees in sales and customer service. Well trained staff led to 2 promotions on a quarterly basis and 100% employee retention. Development included phone skills, multi-tasking, sales calls to business accounts, and reading financial statements.
Developed marketing strategy and landed multiple accounts. Strategy included identifying target accounts and analyzing key customer travel needs. Delivered written proposals and closed 8 accounts each month.
Assistant Manager 1995 – 1996
Managed front end operations including opening and closing the branch, managing inside sales efforts of all employees, and working with customers to handle disputes.
Developed relationships with business accounts by meeting with contacts on a monthly basis and reviewed opportunities to earn additional sales.
SPECIAL AWARDS
Director’s Cup 4th Quarter 2019
Conquer the Horizon Contest Winner
Director’s Cup 1st Quarter 2018
Encore Award 1st Quarter 2018
(4) Exceptional Achievement (Branch Manager), 2002 – 2005
(8) Elite Performer Awards (Area Manager), 2008 – 2012
#1 in the State Fiscal 2003
Area of the Year, 2011
FY 2011 End of Year 1st Place ARM Days Earned Growth 28.0%
FY 2011 Mid-Year 2nd Place ARM Days Earned Growth 30.84%
FY 2011 End of Year 1st Place ARM Operating Profit $200
FY 2011 Mid-Year 1st Place ARM Operating Profit $184
FY 2011 End of Year 1st Place ARM IPC – $964
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