Call Center Customer Service

Richard G. Burd, Jr.

Account Management

*****@***.*** • 678-***-****

LinkedIn • Ponte Vedra Beach, FL 32082

Customer-centric and motivated professional with extensive experience in overseeing and resolving customer complaints, finding solutions to issues, and maintaining positive relationship between parties for future business ventures. Expert in coordinating with sales team to identify and grow opportunities as well as collecting and analyzing data to learn about consumer behavior. Skilled at ensuring timely and successful delivery of solutions in accordance to customer needs and objectives. Ability to communicate, present, and influence key stakeholders at all levels of organization, including executive and C-level. Excel at listening to complaints and concerns of clients to build and foster strong relationships.

Areas of Expertise

Strategic Planning

Account Management

Project Management

Customer Relationship Management

Market Research

Contract Negotiation

C-level Communication

Sales (in person and remote)

Profit Growth

Professional Experience

EFI (Electronics for Imaging), Dumbarton Drive, Fremont, CA From 6/14/2019 to 12/03/2021

Account Development Representative (Remote position with limited travel)

Lead sales of Market Direct Cross-media, VDP Enterprise in the US and Canada. Utilized Salesforce for all facets of sales process. Acquire opportunities and close business by prospecting to C - level and higher management contacts. Maintain client accounts and generate more potential customers by developing strategic techniques to develop services in compliance with public demands and market trends.

●Collaborated with current clients to troubleshoot issues with EFI applications, while establishing relationships in process.

●Transitioned into defined territorial position with new goods for2021: Printsmith Vision-MIS and Market Direct Storefront.

●Generated $400K+ sales while maintaining current client’s engagement.

Experience

RGI Results, Marietta, GA Integrated Solutions Manager : From 01/2009 to 05/2016

Supervised all digital staff, prepress activities, systems, software, and training. Established corporate credibility during sales procedure. Offered technology solutions to clients. Executed Kodak’s Prinergy, Insite, and RBA (riles based automation) as well as created all processes internally and with client base.

●Trained clients and internal sales employees on InSite; transferred all standard and repeatable manufacturing to Insite/RBA, while automating 25% of output.

●Acted as Primary Contact for client technical questions.

●Designed workflow procedures to minimize waste in print production process.

Directed RGI’s integrated solutions team, comprising digital services, Storefront, and Cross-Media groups while coordinating front-end enterprise solutions. Synergized with Sales team in Sales engineering role, communicated with clients and prospects, understood requirements, and delivered workflows and solutions. Oversaw execution of workflow automation. Created internal procedures for new technology.

●Administered growth and deployment of B2B corporate storefronts.

●Incorporated storefronts with MIS and warehouse fulfillment solutions.

●Employed cross-media marketing and personalized text / photo data deliverables.

Previous Experience

Sales Representative (Inbound call center), National General Insurance, Compton Way, Hillsboro, OR

From 03/01/2018 to 06/14/2019

Independent Insurance Agent / Business owner, RGB Ventures, Aloha, OR

From 06/01/2016 to 03/1/2018

Outsource Management, Inc, Suwanee, Georgia 30097

Sales Development/Channel Support

From 01/2008 to 12/2010

Delivered presentations of enterprise software and services to all customers. Generated first leads and followed up by prospecting to C-level and management contacts. Offered phone sales and remote demonstrations for PrinterRx and Statement2Web. Tracked sales leads, coordinated quotes with sales packs, provided customer service, and supervised customer accounts.

●Prospected to Credit Unions with less than 10K members throughout the US – to find opportunities for Statement to web

OMI’S marketing platform that integrated with CU’s core processor.

●Utilized Salesforce, CRM, and Hoovers for targeted lead generation.

Corporate Printers, Cumming, GA

Prepress Department Manager

From 04/12/1996 to 11/16/2001

Served as Working Manager of twelve-person multi shift department in ISO 9002 company. Oversaw all prepress activities, staffing, systems, software, and training. Coordinated technical solutions during sales process. Suggested and executed equipment as per market requirements. Delivered technical application support to clients and designers. Organized all facets of projects within strict time constraints on demanding jobs.

●Devised and deployed preflight and workflow procedures to minimize production costs by 25%.

●Supported in creating corporate credibility from technical perspective during sales process.

Education

256 credit hours towards an A.A.S. degree from Portland Community College

12 Project Management hours from the University of Georgia

References:

Matt Connelly: Senior Vice President for UPS – Atlanta GA, 404-***-****

linkedin.com/in/mattconnelly617 *************@*****.***

John Fleming: Account Director Manager EFI, 772-***-****

Email: ****.*******@***.***

****.*******@***.***

Doyle Oden: My teammate on the ADR team 501-***-**** email: *****.****@***.***

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