STEPHEN MITCHELL

SUMMARY

Charismatic and seasoned IT management with a degree in business management. Keen to leverage my leadership and managerial expertise. I strive to establish a solid business relationship by maintaining client’s trust and satisfaction. An ideal fit for me is a position where I can maximization of my management skills pair with my IT background, business Knowledge, education, and with my customer service approach.

AREAS OF EXPERTISE

Management

Responsible for Department staff at multiple locations, hiring, training, and budgeting.

Negotiated all IT vendor contracts using mutually beneficial agreement to help reduce cost operating cost over 60%

Developed and maintained strategic roadmaps and identifying the timeline for decision making around infrastructure, asset management, Budgeting and technology improvement projects with C-Level management.

Performed budget management tasks such as monitoring company performance against estimates and preparing annual budgets. This extra step help to eliminate any unnecessary cost by 25%

Training & Development

Developed a training program for the ERP Support Specialist team. Each member was crossed trained with different job functions, so they could apply best practices, quality, and integrity to resolve issues. As a result, in reducing responses time by 56%.

A strategic action plans to keep employees motivated and focused on contributing to the company success. This reduces our turnover cost by 45% and employee related issues.

Able to train staff to be able to anticipated problem and averted them as quickly as possible. This increased customer satisfactory over 50%

I believe that an engaged employee is ten times less likely to leave a position then an employee who is not engaged. Every position counts and every job is important.

Customer Service

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Increased customer turnaround with new procedures by 65%

I was able to reestablish trust and develop a relationship with customer who was ready to part ways from our company. I was put in charged to salvage the relationship. Now Three years later this customer is our second largest customer to date.

Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment.

I am very proud to say that I have the highest requested for returning customers.

Project Development / Implementation

Assist with (2) ERP (SAP / Syspro), and (2) CRM (Salesforce / Syspro) implementation

Part of a team that was successful in bringing online a newly acquired company with our ERP (Syspro) system within 45 days.

Establish a business relationship and maintain client, trust and satisfaction goals, challenges, opportunities, and how projects and services relate to their business.

Developed a pricing tool in excel to help sales reps and managers. The pricing tool helped to increase their efficiency by over 50%.

Sales

I have been on both sides of the B2B sales. I have been the gate keeper and I understanding how to get pass the gate keeper.

Provided primary training & education to customers which improved the adoption of new products by over 35%

Worked closely with existing Customers to understanding their needs resulting in $300,000 in retention revenue.

Top 2% in organizational sales (2014 -2020) Price per Average in sales for state wide location.

SKILLS

Sales software proficiency

Product knowledge

Active listening

Verbal communication

Setting goals

Organization

Time management

Strategic thinking

Demonstration skills

Dedication

Leadership

Motivation

Growth-mindset

Initiative

Flexibility

Business knowledge

Microsoft office

Google suite

Cold calling

Customer retention

Consulting

Scheduling

Public relations

Marketing

Networking

Researching

Project management

Data analysis

Territory management

Objection management

Customer relationship management

Sales pitch development

WORK EXPERIENCE

Virtual Chief Information Officer (VCIO) I Ethos Technologies I Salem, VA I 2019 – Present

Inside Sales & Support Coordinator I Fuji Electric I Roanoke, VA I 2016 – 2019

ERP Specialist /Helpdesk Manager I Optical Cable Corp. I Roanoke, VA I 2008 - 2015

IT Manager I Rowe Furniture Inc I Elliston, VA I 1999- 2008

Server / Trainer I Billy’s Restaurant I Roanoke, VA I 2018 - Present

Server / Bartender/ trainer / FOH Key I Carrabba’s Italian Grill I Roanoke, VA I 2009 - 2018

EDUCATION

Associate of Arts in Business Administration I Virginia Western Community College I December 1996

VOLUNTEER

Sound &Audio Manager I Real Life Ministries I 2017 – Present

Member at Large I Glenvar Youth boosters I 2007 – 2010

Vice President I Glenvar Youth boosters I 2011- 2013

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