Customer Service Sales

KEN A. GENTRY **** Albright Dr Holladay, UT *****

***********@*****.*** 801-***-****

SUMMARY

Operations manager with 10 years experience in delivering excellent results through leadership. Experience managing operations for a fortune 500 company as well as start-up business. Driven to exceed targets through cultivating key relationships and managing people to their potential. Effective oral and written communications skills.

PROFESSIONAL EXPERIENCE

eBay Inc. Draper, UT (1999 - 2010)

Supervisor, Trust and Safety (2005 – 2010) Managed fraud prevention and half.com teams of up to 30 agents. Responsible for quality reviews, training, administrative duties, motivation, and disciplinary action. Responsible for all of training within Trust and Safety department consisting of over 200 employees. Managed service levels and workflows in various channels including email, phone, chat and proactive fraud referrals.

Team achieved an exceeds rating in productivity averaging at least 150% each month while maintaining quality standards of exceeds

Improved fraud filter hit rates by 16%

Team certified in Contact Map Management (CMM) within 2 months of kick-off

Consistently in top 15% on pulse survey, upward feedback results

As department Training Supervisor, developed training staff to train well over 200 agents in 2 year timeframe

Lead, Trust and Safety (2001 – 2005) Managed a team of 20 agents responsible for intellectual property rights violations on eBay. Coached, trained and developed agents to excel in identifying correct action in efficient productive manner. Administrative duties included payroll, scheduling, and record keeping.

Implemented department’s trust and safety policies as a liaison between operations and our legal team

Achieved highest quality scores among all of operations from 2002-2004

Payroll completed on time 100% of the time with 0 errors

Attended eBay live as the infringement/ VeRO contact for member concerns and questions

Specialist, PowerSeller Trust and Safety (1999 – 2001) Multiple channel contact for PowerSeller Trust and Safety issues and reports. Enforced policies including shill bidding, feedback infractions, member to member disputes, listing violations, and various fraud related violations and trends.

Mentored peers and newer agents in workflow, productivity, and policy

Trained entire department on use of Keyboard Express

Among the top 10% each month in quality and productivity

Fluent in all types of contact channels (phone, email, chat and in-person)

KEN A. GENTRY PAGE 2

Utah Nanny Exchange LLC Draper, UT (1997 - 2000)

Owner / General Manager Managed all operations of small business in a competitive and dynamic industry. Responsible for all hiring and placements of contracted employees. Contact for hiring families. Responsible for all marketing including website, radio, newspaper and referrals.

Grew business from start-up to over 150k/yr revenue

Implemented direct marketing referral system that increased contacts/leads over 300%

Created website to increase exposure and efficiency of application and evaluation process

AT&T Wireless Salt Lake City, UT (1996 - 1998)

Key Account Executive Business to business sales focusing on key accounts within geographical area. Responsible for product knowledge and up-training for messaging and cellular products. Responsible for all customer service, maintenance and relationships of existing accounts.

Achieved an average of 130% of target for sales during tenure

Earned top Key Account Sales rep for July 98

Created and delivered training presentation to entire sales force on account management process to increase revenue and improve customer service

SOFTWARE SKILLS

Expert knowledge of Microsoft Word, Excel, PowerPoint,

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