Sales Customer Service
Resume:
Scott Kelly
San Jose, CA ****5
********@*****.***
Sales/Account Management/Customer Support Professional
• Established professional with experience in sales, account management and customer support.
• Leadership through performance management and relationship building.
• Proven track record in sales negotiation, up selling, and closing techniques.
• Excellent customer service and problem resolution skills.
PROFESSIONAL EXPERIENCE
Trimble Navigation, Milpitas, Ca
Sales Account Manager 2007-2011
• Worked cross-functionally to ensure satisfaction and overall account health
• Up sold clients new products via phone, WebEx demos and dealer channels
• Provided strategic leadership and direction for the delivery of pre-and post-sales services and support to clients/customers
• Proactively managed the client relationship driving customer retention.
• Identified and remove barriers that may impede successful issue resolution
• Managed communications amongst project teams, functional departments, and sales managers.
• Contacted a customer base of over 500 SMB companies every quarter
• Partnered with the customer on understanding and defining success criteria and ROI measurements
• Over 100% in Renewal quota every quarter
• 171% of quota in Q4 2010
• 2011 YTD sales quota of 108%
• Presidents Club 2007
Inside Sales 2006-2007
• Cold called into the SMB market
• Followed up on inbound leads
• Individual contributor role
• Leveraged extensive product and industry knowledge to close sales
• Coordinated and delivered web based product demos
• Used SalesForce to forecast sales, track leads and update customer interaction
8x8, Inc., Santa Clara, CA 2004-2006
Customer Support Supervisor
• Responsible for management and leadership of 18 Customer Support Reps
• First call resolution of urgent managerial escalations
• Facilitated weekly update and Q & A team meetings
• Interviewed and hired leading Customer Support Representatives
• Administered performance management techniques
• Continually drive to improve call center metrics
• Worked with other Supervisor's toward promoting the success of 8X8, Inc.
EarthLink, Inc., San Jose, CA 1997-2004
Customer Service Supervisor, Business Access 2003-2004
• Responsible for management and leadership of 22 Customer Service Reps and Account Managers
• Achieved all goals set for Customer Service team by implementing performance management techniques and reducing employee turnover.
• Reviewed call monitoring data for areas of improvement resulting in quality assurance scores of 98%.
• Resolved complex customer billing and contract issues while focusing on EarthLink’s bottom line.
• Handled Executive Escalations direct from the CEO’s staff and defused potential legal action from clients.
Business Sales Supervisor 2001-2003
• Met business goals and managed team and individual performance
• Led a team which achieved sales target of $7M and adding over 13,000 clients in 2002 by up selling T1 and T3 account base.
• Achieved 119% of revenue goal in 2003.
• Managed the growth, training and development of 12 person sales team.
• Analyzed weekly call center data and track agents call volume to determine gross close ratio and number of products sold per call.
• Participated in active call monitoring to identify missed opportunities and ensure call quality.
• Provided continuous sales training for new products and up selling workshops to offer the best possible advantage for sales agents.
Sr. Network Sales Consultant 1997-2001
• Drove sale of EarthLink high speed Internet connections
• Sold Internet access along with a range of supported hardware solutions
through inbound and outbound sales.
• Produced $80K of monthly sales which were targeted at $82K.
• Strong background in leased telephone circuits, including T1, Frame Relay,
E-commerce; able to offer customers the connection that best fits their needs.
• Understanding of VPN and Firewall solutions to customize client needs.
• Built sales pipeline by collecting and tracking all possible leads.
• Recognized as a top performer on the sales team.
Software
SalesForce.com, WebEx, PeopleSoft, CRM, VoIP Technology, Work ForceManagement Training, Value Selling Training, Project Management Trained
EDUCATION
BS Business Administration 1996
San Jose State University San Jose, Ca
LinkedInProfile: http://www.linkedin.com/pub/scott-kelly/1/b62/b56
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