Technician Product Care Representative
Resume:
John Roberts
Leesburg, FL *****
******@***.***
Career Profile
Develop positive client relationships thru consultative techniques.
Use H.E.A.T and H.E.A.R.T methodologies for customer satisfaction.
Outstanding capacity for customer care and customer retention.
Well-organized multi-tasker with strong detail orientation.
Exceptional team developer and leader.
Professional Experience
Covenant Roofing, Leesburg, FL – Leesburg, FL 2016-2019
Lead management specialist
Entered leads (from multiple sources) into All-In-One software for roofing contractor for distribution to sales people.
Contacted prospects that did not contract for roofing, to determine reasons for not purchasing and resend to sales department if needed
Provided lead data regularly to management so lead budgets could be modified.
Assisted sales department as needed.
Trugreen, Carrollton, TX – Leesburg, FL 2016-2019
Customer Care Representative/ Sales Representative
Tasked to visit or call customers (current and cancelled) with service concerns to develop plans for customer retention or renewal of business.
Regularly met and exceeded weekly goals.
Maintained 94+% of contacted customer retention rate. (5th in region 35th nationally in 2018)
Accepted inbound customer calls and set actions for best customer outcome.
Assisted Sales Manager with interviews and training of new sales people.
Supported outside sales people.
Weed Man Lawn Service, Justin, TX 2015-2016
Admin. Asst./Sales Asst.
Duties as Admin. Asst. include fielding customer service calls, processing customer payments, A/R analysis with weekly reports to owners. Calls to past due customers. Assisted sales mgr. with processing inbound sales prospect calls. Revised technician schedules as needed.
Called cancelled customers to determine cancellation reasons in attempt to reinstate account.
Monitored technician product usage and applied data to Excel spread sheets.
Contacted customers requesting calls prior to service and set follow up appointments as needed.
Scotts Lawn Service, Carrollton, TX 2014-2015
Inside Sales Representative
Recruited to Dallas area branch to resell former customers’ lawn care services.
Up sold current customers additional services such as tree and shrub, quarterly pest control and mosquito control service.
Moved to cancelled customer retention role with >33% resell rate.
Coordinated H.O.A. group sales.
Chiro One, Addison, TX 2012-2014
Customer Engagement Representative
Attend and manage corporate and community outreach screening events aimed at increasing the number of new patients entering Chiro One Wellness Centers.
Educate communities on the value of chiropractic care with the goal of increasing the number of new patients for Chiro One Wellness Centers.
Company ceased Texas operations March 2014.
John Roberts
Page Two
Trugreen, Lewisville, TX 2009-2012
Retention Representative
Recruited to new telemarketing center in Dallas area to sell new and existing customers lawn care services.
Selected as member of new inbound customer retention team.
5th of 60+ members in Dallas Call Center in customer retention for potential cancelled customers.
Company closed this division late 2012.
Earlier Background
Prior to 2002, served as Director of Sales, Marketing Manager and Sales Representative with diverse organizations including at need/Pre-need Counselor and bio-medical photographer. Car dealership asst. mgr.-Car dealership service advisor.
Education
Cuyahoga Community College, Cleveland, OH
Photography/General Studies
Ohio School of Broadcasting, Cleveland, OH
Broadcasting Diploma
Contact this candidate