John A. Howes

** ******** **** • Strafford, NH **884 603-***-**** M adzjhg@r.postjobfree.com

PROFILE

Results oriented, quality driven Account Management Professional with years of progressive success as a technical resource. Hands-on Manager who is consistently ‘close to the revenue stream’ through individual contributions which have resulted in substantial company growth. Astute analyst, strategic thinker, and creative problem solver able to formulate optimum solutions which result in ensuring consistently high customer satisfaction and retention ratios, as well as improvement of bottom-line profitability. A personable and articulate team player, offering a unique blend of technical and relationship building skills. Utilize the latest technology in alignment with cost effective corporate goals. Excel at project management, high-performing team building, training of customers/diversified staff, as well as implementation of successful programs. Utilize optimum communication and interpersonal skills while working with a wide range of people (hourly workers to company executives). Implement ideas and procedures which have consistently improved delivery times and service levels while reducing costs.

Areas of Expertise:

Account Management Product Development/Implementation New Program Rollout

Customer Interface/Service Problem Identification/Resolution Process Improvement OBJECTIVE

An Account/Project Management position utilizing my experience and success in technical/customer support. EXPERIENCE

Portsmouth Computer Group – Portsmouth, New Hampshire 2015 – 2021 Account Manager/Inside Sales

Operating as the lead point of contact for any and all matters specific to my accounts; Building and maintaining strong, long-lasting customer relationships; Overseeing customer account management, including negotiating contracts and agreements to maximize profit; developing strong relationships with customers, connecting with key business executives and stakeholders and preparing sales reports; identify new business opportunities among existing customers; act as liaison with cross-functional internal teams (including Customer Service and Product Development departments) to improve the entire customer experience; Experience in Sugar, Connectwise and Lotus Notes CRM packages; Meet ambitious individual and team-wide sales quotas. Profit Tools, Inc. – Lee, New Hampshire 2003-2015

DIRECTOR OF PROFESSIONAL SERVICES (2011-2015)

Successfully oversaw entire Professional Services staff (Account Management, Training, Technical Services, and Custom Report Writing Departments) for this company which develops, sells, and services software for the transportation industry. The staff was responsible for the installation, training, upgrades, and technical service of over 300 trucking firms throughout the U.S., Canada, and the Caribbean. Consistently ensured that the company provided accurate, efficient products and the highest quality of service. Ensured customer issues were prioritized, assigned to proper departments, and ultimately resolved by a live person from corporate office. Responsible for interviewing, hiring, delegating, and training diversified staff, writing and conducting performance reviews. Directly supervised up to 12 staff members.

As a result of improved customer support processes and services, increased support renewals by 60% thus significantly growing revenues. Support renewals increased to 83% within two years of being hired based on customer trust and improvement of the technical and training processes (this gave rise to better customer service as well as higher quality products and services).

Improved the delivery and maintenance of processes documentation and training materials.

Continuously reviewed procedures and processes to ensure effectiveness and increase efficiency/quality.

Consistently and rapidly promoted throughout employment history with company. MANAGER, TRAINING DEPARTMENT & TECHNICAL SUPPORT

Functioned as the Training Department and Technical Support Manager (2008-2011) prior to receiving promotion to Director. Responsible for overall direction and management of departments, providing continuous support and training including technical interface with customers. The scope of position was similar to Director of Professional Services. JOHN A. HOWES

EXPERIENCE CONTINUED

TECHNICAL SUPPORT SUPERVISOR (2003-2008)

Established and implemented overall objectives and initiatives. Provided direct supervision, expertise, and guidance to staff. Developed ideas for enhancements/improvements to both products and services.

Successfully created and implemented technical support and training manuals, which showed the renewal support benefit for the company’s bottom line.

Daylight Software, Inc. - Dover, New Hampshire 1999-2003 CUSTOMER SUPPORT MANAGER

Trained and supervised new customer support technicians and representatives for this specialty sales and catering software company for large hotels and convention centers. Supervised a staff of 10 Customer Support Representatives. Initiated quality control procedures as well as the interface between the customer support database and the Q.C. database. Initially hired as a Customer Support Representative (promoted within two years).

Developed and implemented Customer Support procedures (from a startup position).

Created the Customer Support Manual, as well as departmental forms.

Implemented Customer Support and Customer Call tracking procedures. INN-Client Server Systems, Inc. - Flemington, New Jersey 1993-1999 DIRECTOR, CUSTOMER SUPPORT MANAGER

Successfully planned, coordinated, and supervised the installation of; Property Management Systems and Front Desk Systems, as well as support of the computer networks located in over 225 hotels worldwide. Proficiencies included: Microsoft Office Products Microsoft Operating Systems, Microsoft Server, Microsoft SQL Database, Windows based Property Management Systems, Advanced Sales and Catering Systems, Point of Sales Systems, Lotus 1-2-3, as well as installation and troubleshooting of DHCP, WINS, and network protocols.

Created and implemented database administration support guidelines, network pre-installation procedures, and technical support measures via remote access.

Implemented procedures which established effective coordination between corporate departments and clients, which resulted in consistently successful customer installation projects. Auditel, Inc. - Grand Prairie, Texas / SENIOR SUPPORT & NETWORK INSTALLATION TECHNICIAN 1988-1993 Michaels Stores, Inc. - Arlington, Texas / SUPPORT TECHNICIAN 1983-1988 F.A.A. – Dallas – Fort Worth, Texas /Air Traffic Controller 1979-1981 United States Air Force / Air Traffic Controller, Staff Sergeant*Honorable Discharge 1971-1978 EDUCATION/SPECIALIZED TRAINING

B.A. Degree/Business Administration -Texas Lutheran University – Seguin, Texas, 1979 A.S. Degree/Information Technology – San Antonio College – San Antonio, Texas, 1971

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