Customer Service Sales

Michael A. Boyle Jr.

*** *. ********* ***

New Smyrna Beach, FL 32169

Cell: 937-***-****

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Verizon Wireless Corp

Retails Sales Representative 2010 - 2011

Overview:

Individuals and business owners are looking for ways to simplify their lives as well as searching for ways to save and stretch income. I have years of successful experience in using new technology to successfully build customer relation with high technical support and training skills that equal successful customer retention while being mindful of the customers budget. This results in client satisfaction & repeat customers.

• Software technical support

• Teaching/training technical devices (classes)

• Sales process

• Customer satisfaction

• High performance team sales

• Product expert

• Greeter/floor manger

• Trouble shoot and resolve

• Develop and maintain customer relations

Professional Experience

Verizon Wireless Corp; A leading supplier of cellular, wireless services, web solutions, and technical

support to all customers with in the cellular industry.

The Reynolds and Reynolds Company

Enterprise Customer Support Advocate 2005-2010

Overview:

As companies become more aware of managing their customer’s needs and satisfaction, they become increasingly demanding and sophisticated in expecting satisfaction with their own business partners and vendors. Meeting these challenges takes a new focus dedicated to achieving ever increasing standards in customer service and support. I have years of successful experience, in building customer relations to help external clients and internal teams be successful. My expertise in training, prioritizing client and company support processes enhances company performance with an end result of client satisfaction.

• Software technical installation and support

• Technical training

• Process improvement

• Installation project team lead, resource

• System testing, training, and support strategy

• Customer satisfaction VOC of 94%

• High performance team leader

• Automotive operations process subject matter expert

Professional Experience

The Reynolds and Reynolds Company; a leading supplier of automotive retail software, services, hardware, business forms, web solutions, and technical support to franchised dealerships worldwide:

Enterprise Customer Advocate continued

Direct and monitor the ongoing delivery of field service and customer support activities for the company’s largest customer. I provided services in a manner consistent with company strategic priorities: high customer satisfaction; managed customer expectations. Helped contain costs to install and train, and helped reduce completion time of key activities.

• Developed close relations with customer to retain current revenue and create new revenue for the customer and the company

• Interfaced with Product Management & Development, Marketing, Service and Sales Management to correct internal software\customer issues.

• Proactively over see customer operating system to insure current revision and disaster recovery are in place on a daily basis.

Training Consultant, Software: 2000-2005

Served as a Subject Matter Expert for on-site Customer education, installation, support, advanced product installation, training, and support processes. Worked with a wide range of internal and external customers across company divisions to develop and implement procedures to ensure that deployment and support processes were consistently delivered. Utilized company project management tools to drive installation, training, and support of products and services.

• Assisted in beta pilot testing and delivery on various product lines to validate delivery processes, cycle times, service level assumptions.

• Provided detailed, consistent and timely training communication between the customer and the trainers.

• Delivered new hire software and implementation training to incoming Reynolds & Reynolds field service associates.

• Served as Subject Matter Expert in proprietary software applications.

• Expertise on multiple proprietary software applications products (mentor level).

Lovering Volvo

Parts Sales Associate: 1997 – 2000

Served as sales associate for internal, retail and whole parts sales customers.

• Managed inventory levels.

• Worked closely with other departments to capture revenue.

• Served as the HazMat / OSHA expert.

• Assisted owner opening a new location.

Professional Development:

Customer Relationship Management (CRM) Certified – Reynolds University

On-going new product training for various software products - Reynolds University

In depth sales cycle process training – Verizon Wireless

Keywords:

automotive, manager, trainer, CRM, Customer Service Manager, Field Service, beta test, HazMat, OSHA, Customer Training, Customer Satisfaction, VOC, Subject Matter Expert, Technical software support

Contact this candidate