Customer Service Call Center

Bob Della Valle ***@******.***; 972-***-**** Plano, TX

REGIONAL BUSINESS DEVELOPMENT

Executive Summary: Customer-Centric Technical Sales and Customer Service CORE COMPETENCIES

Sales Management & Administration. Leadership of sales meetings, sales teams, committees, and contractors. One-on-one counseling. Organization of diverse tasks and projects having both tangible and intangible goals with limited resources in both non- profit and for-profit environments. Recruiting and development of sales reps, teachers, and telecom agents. Careful coordination of the onboarding of new customers and employees. Committed to a servant leadership model. Sales & Business Development (Direct and Channel). Deep experience in both consultative outside sales and inside sales--both B2B

(to CXO and below) and consumer services. Twenty years selling voice, data, and networking (services and equipment), contact center services, landscape services, uniform services, and facility services. Special attention to balancing customer acquisition, account development, and customer retention. Comfortable engaging with all levels within organizations of prospective and existing customers. Presentations, Teaching, Communication. Sales presentations--one-on-one and to groups. Seminars, semester-long courses, small group studies. Training of teachers, sales reps, telecom agents, and customers. Clear writing skills for white papers, policy statements, budget reports, sales process. Usually a resource person within months on any new job. Customer Service—both internal and external. Extensive proactive interfacing with all relevant levels and departments on both sides of the customer relationship in order to facilitate implementation, service delivery, customer retention, and customer development.

(Customers are hard to win and even harder to win back, but they tend to be loyal when they are treated well in the details of service.) PROFESSIONAL EXPERIENCE

July 2015 to Present. UniFirst Corporation—Customer Development/Retention/Sales Consultant for one of the largest and certainly the finest uniform and facilities services companies in North America.

• Consultative sales/upsales of a broad offering of work wear and facility maintenance products and services to businesses of all sizes, especially those headquartered in the DFW area to enhance their company image, profits, and employee retention.

• Developing, and/or retaining current customers, acquiring new customers after needs analyses and “issues” resolution.

• Intense prospecting via cold calling (phone and face-to-face) to set appointments, demo products, and close sales/upsales among decision makers, end users, and relevant administrative personnel.

• Typically engaged (even hands on) in the “installation” process to assure quality and understanding at the customer site.

• Frequent use of MS Office, CRM’s, company intranet, and web-based tools.

• Successful completion of UniFirst's concentrated five-week sales consultant training course, culminating in a three-hour oral certification with local and regional sales managers.

• Among the top reps and a regular go-to person for the high-turnover Dallas sales team. April 2014 to March 2015. ANPI—Senior Business Solutions Consultant for one of the nation's largest Hosted and Unified Communications Providers. Now re-focused on their RLEC roots.

• Consultative sales of advanced, comprehensive hosted PBX and unified communications services and related equipment to businesses small and large across the U.S. and particularly the DFW area.

• Special focus on multi-location enterprise solutions that upgrade and enhance the customer's business effectiveness and often reduce overall monthly communications expenses.

• Heavy cold calling (phone and face-to-face) and networking for revenue development.

• Heavy use of internal, MS Office, SalesForce, and numerous web-based apps.

• Trained in and demoed BroadSoft UC Platform (including Contact Center), Polycom VVX phones.

• Top rep for 2014 at 124% of quota, top rep at departure for a consulting opportunity in view of the shutdown of Direct Sales. April 2010 to April 2014. SpectrumVoIP—Customer Development & Retention Manager for DFW's premier entrepreneurial Hosted PBX and Unified Communications Provider.

• Retention and renewal of VoIP service and equipment-leasing customers around the DFW Metroplex.

• Resolution of service-related and financial issues often stemming from poor or even allegedly deceptive communication by original sales reps.

• Consultative sales of VoIP services, hosted PBX, and associated equipment to the SMB market.

• Special focus on multi-location enterprise solutions that upgrade and enhance the customer's business effectiveness

• Managed and grew hundreds of accounts at a time, from initial consultation to full implementation and multi-platform tracking/documentation. Coordinated with customers, vendors, and back office implementation to onboard customers.

• Created materials to enhance the sales process and customer retention. April 2007 to April 2010. PAETEC Communications—Senior Account Executive for one of the nation’s largest Competitive Local Exchange Carriers.

• Consultative sales of the full range of voice and data products, along with equipment and hosting services. Special focus on multi- location enterprise solutions combined with channel sales.

• Heavy cold calling (phone and face-to-face) and networking.

• Use of Salesforce.com, MS Office, and numerous intranet sales tools.

• As with other CLEC’s, customer service and admin issues received heavy attention to facilitate provisioning and to retain customers because of corporate systems challenges.

• Ranked among top 10% of sales reps in the region. May 2005 to March 2007. Centris Information Services—Regional Sales Director for a national-but-entrepreneurial information processing company with outsource call center services.

• Consultative sales of IVR and call center services to carriers/telcos (landline and wireless), utilities, marketing firms, collection agencies, non-profits, publishers, other medium and large enterprises.

• Use of ACT, MS Office, and VPN out of virtual office in Plano.

• Emphasis on identifying qualified prospects via research, cold calling, and strategic partnering with agents in complementary industries, then developing these customers.

• Achieved 50% of annual $600,000 quota within Q1, when Outside Sales was disbanded. October 2002 to May 2005. XO Communications—Senior Account Executive for the nation’s second-largest facilities-based CLEC.

• Consultative sales of a large array of voice and data products, equipment, and ancillary services, from POTS and PRI to IVR and Managed Services, from DSL and Integrated Access to Private Line and DS3, from LD and VoIP to VPN and web hosting.

• Customers ranged from small businesses to large, multi-location corporations.

• Customer service and admin issues received heavy attention to facilitate provisioning and to retain customers due to corporate systems challenges (compounded by Allegiance merger).

• Underwent and applied Axiom Sales Force Development (Burton) Training.

• Typically ranked among the top 20% of sales reps. June 2000 to October 2002. Ionex Telecommunications—Sales Manager for a combination resell and facilities-based CLEC.

• Consultative sales of voice and data--POTS, PRI, DSL, IA, VoIP, LD, and web hosting.

• Managed and trained teams both in direct sales and channel sales, facilitated their sales.

• Customers varied in size from small businesses to entities as large as Grayson County, Texas.

• Applied at least 25% of my time to saving cancels and escalating customer service issues derived from gaps in systems, both corporate and service in nature (compounded by merger with Birch).

• Recruited by top management to participate in improving sales and provisioning processes.

• Consistently among the top 5%—seven Quarterly Achievers Clubs in a row. EDUCATION

Dallas Theological Seminary (Master of Theology)

Cairn University (Bachelor of Science)

Defense Language Institute, West Coast (Diploma in German) UniFirst Corp, Sales Consultant Training (Certification) Top Secret Crypto Clearance Qualified

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