Supervisor Direct Sales Resume Florissant, MO - Hire IT People

OBJECTIVE:

To obtain a leadership position where I may utilize and build upon my professional experiences and commitment to excellence, in order to make a meaningful contribution to the success of the organization.

SUMMARY:

Knowledge and experience analyzing, configuring, testing and troubleshooting (VoIP) Telephone, Internet and Cable.
Over 7+ years of professional experience with Charter, while exhibiting a proven ability to adapt in a dynamic work environment.
Experience in gathering data to help create agendas to be presented during team meetings, huddles and conference calls.
Provided Tiered Support as well as supervised and assisted in the growth and development of agents in new hire class.
Over 7+ years in VOIP experience with in addition to intermediate IP Networking experience.
Experience handling multiple weekly and monthly reports with deadlines and high accountability.
Create review and update Process Documents then work with Level 1 team to ensure there is a clear understanding of processes.

PROFESSIONAL SKILLS:

Implementation Report and Document Preparation Data Entry Multi - Task Proficient
Process Improvement Spreadsheet & Database Creation Tiered Support Effective Communication
Policy and Procedure Adherence Customer Service 10 Key Time Management (SLA)

SOFTWARE AND HARDWARE SKILLS:

Applications and Operating Systems: VOIP, Remedy, LERG, LAD, RED, DRUM, Sonus, ICOMS, CSG, Nortel PSP, MS Office Communicator, Outlook, Chat, Safari, Order Manager, SOA, CSR Admin., Sigma, SOA, Salesforce, VoiceLog, Level 3, COIN, MS Office, Adobe, Windows 2007, Windows Vista, Windows NT, Windows XP, MS Word and Excel.

PROFESSIONAL WORK EXPERIENCE:

Confidential, Florissant, MO

Supervisor Direct Sales

Responsibilities:

Recruit, interview, hire and train Direct Sales staff.
Communicate territory assignments to residential sales team.
Monitor the payroll process and ensure timely and accurate approval of commission’s payment.
Handle employee relation issues, including performance appraisals, coaching, safety training, etc.
Assist with budget preparation and provide input on marketing issues and sales offers.

OM Specialist

Confidential

Responsibilities:

Provision telephone switch to match customers services in billing.
Pull and work reports in excel format and handle fall out for both Confidential Business and Residential accounts.
Review and compare Salesforce to Billing for accuracy and open up a case in Salesfore if further action is needed.
Assist with processing LOA’s for Confidential customers and complete open orders for Confidential Sales Teams “MRR” verification.
Directly interact with Sales teams to provide input to drive our best in class analytical framework for our valuable customers.

Confidential

Tier II / New Hire Mentor

Responsibilities:

Recognize agent’s strengths and provide coaching for areas of opportunities.
Monitor and document agents calls daily and handle all escalations up to and including supervisor calls.
Provide daily reports to Upper-Management on the growth and development of the agents in the new hire class.

Confidential, Town and Country, MO

Telephone Repair Tier II

Responsibilities:

Troubleshot complex technical issues escalated by Tier I Agents as well as special projects assigned by supervisor.
Perform VOIP switch troubleshooting and quality assurance to make sure services provisioned matches customer’s accounts.
Follow up with customer to confirm resolution and or initiate Remedy Ticket for next-level support.

Confidential, Town and Country, MO

Telephone Repair

Responsibilities:

Familiarize myself with telephone, internet and cable policies and procedures.
Analyze and engage in technical assistance to troubleshoot telephone and internet services to provide best customer resolution.
After resolution or work order for dispatch is confirmed transition to up sale customer on other Charter services and products.

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Supervisor Direct Sales Resume

Florissant, MO

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