Sales Customer Service

Jason M. Knight

Phone: 813-***-****

E-mail: *************@*****.***

Objective: To obtain a management position in a telesales environment in order to positively impact an employer’s bottom line by contributing superior telemarketing management skills, business acumen and stellar telesales experience to your corporate inbound/outbound telesales department.

Executive Summary: Ten years of experience, knowledge and expertise in the management and growth of telesales departments including: the creation of telesales scripts based on “feature and benefit” sales techniques, administration of training curriculum for telesales techniques and professional customer service etiquette, management of network based lead distribution and sales tracking systems plus the implementation of call center telephony networks in order to increase efficiency of call center functions.

2010 thru Present

Telesales Director, Baggett Insurance & Associates, Lakeland, FL

Developed, implemented and managed telesales strategies in order to meet company goal of providing a minimum of five qualified Medicare, Health and IFP Insurance appointments daily for up to 50 outside health insurance agents throughout the State of Florida.

• Hired, trained and managed up to ten telesales agents whose primary responsibility was to set qualified appointments for health insurance agents by inbound and outbound telemarketing efforts based on company qualifications and CMS standards and guidelines.

• Created and implemented telesales “feature and benefit” qualification script, appointment forms and quality control systems to insure customer appointments exceeded company’s minimum qualification standards and met CMS guidelines.

• Developed lead distribution platform and sales results tracking system in order to monitor percentage of leads converted to sales and increase overall sales effectiveness of telesales department.

• Exceeded company goals by implementing weekly telesales meetings, individual training sessions, a team environment, telesales agent bonus structure and personally handling all customer escalations.

• Managed the purchase, installation and set up of a computer telephony predictive dialer system with the necessary licenses for the company, which was used to increase profits by increasing the efficiency of the telesales process.

• Reported efforts and results directly to the company president.

2008 - 2010

Independent TeleSales and Marketing Consultant, Tampa, FL

Consulted with companies in various industries to develop and implement efficient sales, customer service and telemarketing strategies, specific to their industry, product or service, in order to increase sales and company revenue.

2003-2008

Telesales Mortgage Originator / Director Mortgage Telesales, The Loan Corporation, Tampa, FL

Telesales Mortgage Originator: Received inbound client calls regarding mortgage options. The telesales process included qualifying, completing and closing all mortgage applications and required documentation necessary to close the sale thru the mail and over the phone.

• Maintained an efficiency rate of 50% or higher in “closing” mortgage contacts.

• Received Originator of the Month award seven times.

• Experienced a 99.9% “pass-thru” rate in bank processed mortgage applications.

Director Mortgage Telesales:(promoted in 2004) Managed the day to day operations of the inbound loan originator telesales department including: training, mentoring and managing up to 60 mortgage in-bound telesales agents in three branch offices while reporting directly to the CEO.

• Developed, implemented and administered a telesales instruction curriculum based on fundamental telesales and customer service practices in order to increase sales achievement percentages.

• Worked one-on-one with each telesales agent in order to track progress in increasing sales activities and overall customer service etiquette.

• Exceeded telesales quota by more than 333% during the first six months of being promoted which resulted in the telesales department closing over $1 million dollars in mortgage fees a month for the company.

2001-2003

Sales Associate, Brandon Honda, Tampa, FL

Greeted the customer and successfully guided them through the six step sales process of purchasing an automobile.

• Averaged 19 sales a month.

• Led the company in highest “average gross” profit per sale monthly.

• Successfully worked with management in assisting fellow automotive sales associates in the negotiation process with their clients.

1998-2001

Business to Business Sales Manager, Republic Telecom, Tampa, FL

Managed the day to day operations of the outside business to business sales department including: hiring, training and managing up to six telecommunications sales associates.

• Developed and implemented a corporate sales training curriculum based on fundamental business to business sales practices.

• Trained team members and provided “in-the-field” support on how to professionally use cold calling techniques in order to generate business.

• Developed an efficient sales team capable of reaching and maintaining a 25% closing ratio in order to meet the company’s financial goal of selling $100,000 of telecommunications equipment each month.

1994-1998

Telesales Closer

Craftmatic Adjustable Beds, Pompano Beach, FL

Received inbound “turn-over” calls from sales agents in the field and assisted them in overcoming the customer’s objections for purchasing a Craftmatic Adjustable Bed by speaking directly to the customer.

• Averaged more than 40 “turn-over” calls per day.

• Learned and perfected telesales strategies, scripts and word tracks, in order to increase my personal effectiveness on sales calls.

Professional Licenses:

State of Florida Health Insurance Agent

State of Texas Emergency Medical Technician

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