Support Representative Service

SCOTT ULLOM

CENTRAL POINT, Oregon *****

541-***-**** - ******@*****.***

PROFESSIONAL SUMMARY

Creative Technical Support Representative eager to find novel and productive solutions for customer issues. Adapts to unique complaints and queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction.

SKILLS

Customer Needs Analysis

Microsoft Windows and Office

Installation and Production Estimation

Customer Support Needs Assessment

Organizational Skills

Customer Technical Support

Client Relationships

Onsite Evaluations

Product Selection and Upselling

Credit Term and Price Quotes

Technical Troubleshooting

Resolving Problems and Incidents

Training Junior Team Members

WORK HISTORY

02/2011 to Current Technical Service Representative AkzoNobel – Salem, OR

Documented transactions and support interactions in system for future reference and addition to knowledge base.

Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.

Maintained and updated paint products for the customer service database. Remained on-call for emergency tickets through night and weekend shifts. Performed diagnosis of the production line and document all equipment failures via in-person inspection and phone-based consultation. 04/2009 to 03/2020 Territory Manager

PPG Paints – Strongsville, OH

Communicated regularly with territory, regional and strategic managers for daily support and strategic planning for accounts.

Managed over 44 accounts within Eastern washington, Northern California, Eastern and Southern Oregon territory.

Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.

Established successful account relationships with body shop managers along with employees and all office staff by building rapport and maintaining consistent communication.

Achieved sales goals and service targets by cultivating and securing new customer relationships.

Resolved problems with high-profile customers to maintain relationships and increase return customer base.

03/2009 to 02/2011 Outside Sales Representative

Glidden Paints – Medford, OR

Established new accounts through cold calling and personal visits to potential customers.

Visited customer locations to evaluate requirements, demonstrate product offerings and propose strategic solutions for diverse needs. Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.

Contacted new and existing customers to discuss ways to meet needs through specific products and services.

Established fair pricing structures and finalized contracts to complete purchase agreements with customers.

Built strong client rapport to establish diversified network of connections. Performed required travel for training and scheduled events. Managed territory budget to support development of regional and territory leads. Worked independently with minimal supervision.

03/1999 to 03/2008 Leader

Alumaweldboats – White City, OR

Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.

Identified team weak points and implemented corrective actions to resolve concerns.

Trained employees on product and procedures along with assigned duties. Oversaw day-to-day activities of 6 employees in a factory type establishment, fostering inspiring atmosphere to optimize employee experiences. Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values. Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts. Facilitated training for associates through daily coaching and regular performance appraisals.

EDUCATION

06/1992 Associate of Applied Science: Management Information Systems Linn-Benton Community College - Albany, OR

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