Customer Service Sales Manager
Resume:
William R.Nelson
Cordova,TN **018
OBJECTIVE:To secure a position that would allow my expertise as a Sales Manager and direct sales skills to be blended together allowing me to become an invaluable asset to a corporation while enhancing my professional career.
EXPERIENCE
HELP DESK MANAGER OCT 2016-PRESENT Memphis,TN
Interactive Solutions
● Responsible for assuring users are provided efficient and timely first and second level support on a 24x7 basis
● Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required
● Manages the Help Desk staff including consultation on performance evaluations,promotions,hiring and disciplinary responsibilities
● Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems
● Interfaces with users of technology,employing a high degree of tact and diplomacy to promote a positive image of the department.Resolves problem situations in a professional manner.Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service
● Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service
● Accountable for Service Level Agreements established by management team
● Demonstrated management and decision making skills concerning Information Systems policies, processes and procedures,with a proven track record of completing tasks and/or project within budget and on schedule
● Ability to manage multiple high priority initiatives in a fast paced highly technical environment
● Remains on-call during off-peak hours to respond to support service issues AUDIO/VIDEO INSTALLATION TECHNICIAN DEC 2014– OCT 2016 Memphis,TN Interactive Solutions
● Transport,assemble,maintain and repair equipment used for multimedia production
● Installation of sound speakers,video screens,projectors,video monitors,connecting wires and cables,for businesses
● Ensure equipment is according to designated layout
● Test and resolve equipment issues
● Diagnose and correct media system problems
● Knowledgeable in Creston,Polycom,AMX,Cisco,Life Size,Samsung,Sharp and others References Available Upon Request
DEBT COLLECTOR JAN 09-PRESENT Memphis,TN
Regional Adjustment Bureau
● Effectively communicate with delinquent customers
● Interpret information from a variety of sources and complete thorough documentation in company's system
● Use auto-dial feature to initiate customer contact and determine account delinquency
● Evaluate customers' financial situations and negotiate terms of repayment to bring account to current status.
● May be responsible for skip tracing and/or collateral analysis DEPARTMENT MANAGER FEB 06-NOV 09 Memphis,TN
Sitel
● Select,train,motivate and develop a team of sales team.
● Follow through and monitor Sales Representatives development plans.
● Communicate sales objectives through daily,weekly,cyclical and monthly strategy meeting with direct reports.
● Establish and maintain quality standards and provide daily updates regarding team performance to Senior Sales Manager.
● Establish and communicate clear objectives,special programs and standards of performance for all employees.
● Develop and oversee the implementation of recognition programs and contest to increase sales performance.
● Review and approve all administration documentation required for the system,shift and center including headcount reports,performance reviews,corrective action,and payroll.
● Forecast headcount needs and manage the process in cooperation with Human Resources.
● Practice proactive management and positive employee relations
● Demonstrate excellent communication,interpersonal,technical and time management skill SALES MANAGER APR 01-FEB 06 Memphis,TN
MCI World Com
● Provide direction and motivation for 5/6 Supervisor’s I,II &III to ensure achievement of departmental objectives,
● Responsible for the efficient and effective functioning of a Sales system of 90-100 Telemarketing Sales representatives.
● Select,train,motivate and develop a team of Sales Supervisors.
● Follow through and monitor Sales Representatives development plans.
● Communicate sales objectives through daily,weekly,cyclical and monthly strategy meeting with direct reports.
● Establish and maintain quality standards and provide daily updates regarding team performance to Senior Sales Manager.
● Establish and communicate clear objectives,special programs and standards of performance for all employees.
● Develop and oversee the implementation of recognition programs and contest to increase sales performance.
● Review and approve all administration documentation required for the system,shift and center including headcount reports,performance reviews,corrective action,and payroll. References Available Upon Request
● Forecast headcount needs and manage the process in cooperation with Human Resources.
● Practice proactive management and positive employee relations
● Demonstrate excellent communication,interpersonal,technical and time management skill BRIDGE BAY SUPERVISOR AUG 98-APR 01 Memphis,TN
MCI World Com
● Supervise Academy bay of 16-30 New Hire Representatives
● Supervise and develop 4-5 Lead Representatives by providing feedback,observations and coaching
● Responsible for completing payroll
● Communicate expectations,line goals and statistics along with completing development plans and maintaining employee files to access improvement efforts.
● Motivate team and maintain the ability to effectively explain and sell all products
● Conduct team meeting,recruit,interview,hire and train new sales representatives
● Develop criteria and drive contests to add extra sales incentives
● Deliver training and communicate product information;achieve goals on a consistent basis AREAS OF EXPERTISE
● Motivated,results driven person with extensive knowledge and experience in multiple industries including mortgage services,retail and customer service
● Established success in customer/vendor relationships
● Hands-on experience in credit worth and general ledger with a reputation for dedication,excellent service and creative problem solving.
SKILLS
● OSHA-Construction Safety Certified
● Conflict resolution
● Biamp Tesira Forte’ certified level 1
● Shure Microflex trained
● Maintaining accuracy in Accounts
Receivables
● Proficient in Data Processing
● MS Windows Office Suite
● Outgoing and energetic attitude
EDUCATION
● MCI WorldCom Training Program
● Radio &TV 1987-1990
● Norfolk State University,Norfolk,VA 1993
● J.Everett Light Career Center,Indianapolis,IN
References Available Upon Request
Contact this candidate