Lubetek Team Lead Resume Example Chevron

LUBETEK TEAM LEAD

Summary

Highly-motivated lubricant industry professional with 15 years of technical, sales, and customer service experience focused on delivering impactful results. History of successfully managing high-performing team of technical professionals.

Skills

STLE CLS & OMA-1 Certification
Supervisor with 4+ years of experience managing remotely located team building strong collaboration and cohesion.
Supervisor who is also working manager with expert knowledge training sales, marketers and customers on Chevron product's technology, competitive product info, and field applications.

Customer experience skills that deliver improved call routing, reduced wait times, implementing call surveys, capturing and mining data for commercial insights.
Digital skills in developing and deploying tools in Salesforce.com, Cisco IT Systems, CTI Integration used to enhance productivity and reduce low value work.
Technical skills comprised of 10+ years Chevron product & additive formulation knowledge, diagnosing lubricant related equipment failures, oil analysis interpretation, and storage & handling procedures.

Experience

Lubetek Team Lead / Chevron - Louisville, KY08/2016 - Current

Successfully manage eight high performing technical professionals fast-paced call center environment that provides product technical support to NorthAmerica sales, distribution partners, and end users (25,000 inquires annually).
Lead team as supervisor who is also working manager handling more advanced lubricant-related equipment inquires, resolving customer complaints, potential product integrity and anti-counterfeit incidents.
Championed three-year transformation journey building foundation for department to maximize performance, improve the customer experience, and becoming a higher value resource for all customers.
Executed 6 month Salesforce.com agile program with IT to integrate new case capture for incoming phone calls and standardize documentation for team.
Deployed monthly KPI's to measure & track team performance on case capture, delivered 90% call capture rate on 1,500 phone inquiries per month.
Executed annual review of call data to understand how, what, and why inquires were coming in, routed to various resources, and what could be learned.
Championed collaborative effort with IT to deploy Web2Case request form and live chat offerings on chevronlubricants.com.
Led collaborative project with Cisco operations to improve phone prompt routing & deploy after-call survey, reduced customer call waiting and volumes by 20%.
Championed semi-annual call data review meetings with senior management and key stakeholders to highlight packaging improvements, new product offerings, and improvements to overall brand messaging.
Championed 8 month project building self-help competitive comparison database and lubrication equipment lookupto deploy Product Match tool, resulted in highest adoption rate of any marketing tool, 10-12K hits per day.
Achieved Chevron Human Energy Performance Award at SAMM 2018 for efforts on Product Match app.
Led project to automate the process of passing qualified lead cases in salesforce to inside sales team, delivered over 60 qualified leads in 6 months.

Product Support Specialist / Chevron - Louisville, KY01/2014 - 08/2016

Contributed to larger team of five Product Support Specialists in call center environment fielding Tier 1 & 2 level support inquiries for Chevron/Texaco/Amoco brands (1,000+ products) serving all business segments.
Led team by resolving 27% of all incoming technical requests to department (37,000+ inquiries per year).
Recommended 40+ technical solutions to customers per day through department's various channels including incoming phone calls from 1-800 hotline, email box, and live chats from our websites.
Executed cross references on competitive products, answered product compatibility questions, and completed technical data calculations for customers.
Championed customer resolutions daily by utilizing field experience to resolve lubricant related failures, interpreting oil analysis results, and leveraging network of Chevron technical professionals when applicable.
Performed technical consulting on both new & share-of-wallet business opportunities for sales.
Contributed to resolving 100+ potential product integrity claims and customer complaints that come into department each year.
Conducted call reporting for department and updates to team calendar.

Business Consultant / Chevron - Chicago, IL02/2011 - 12/2014

Improved sales growth by 5% to $2.3M gallons and $1.3M NOI.
Championed growth efforts by identifying and targeting new business, executing strategic pricing decisions, and conducting quarterly business reviews to ensure marketer alignment with Chevron brand.
Executed technical and marketing support for team of 20 distribution sales representatives.
Successfully completed Delo testimonial for large bulk hauler Hennif Transportation.

Regional Sales Manager / Ramsey Industries - Tulsa, OK08/2008 - 01/2011

Improved Auto Crane/Ramsey Winch brand revenues by 10% ($4.3M to $4.8M).
Signed $1.2M deal with Blanchard Caterpillar & $1M deal with State of North Carolina for all service crane equipment.
Executed B2B sales prospecting, weekly customer follow-ups, and customer demonstrations, and executed strategic pricing decisions to drive new sales growth.

Education

Maryville College - Maryville, TNBachelor of Arts: Business/Organizational Management

3.0 GPA
Member of Division III Football Team

Previous Work Experience

06/2007 to 07/2008 Regional Sales Manager/TBEI - Lake Crystal, MN

Successfully increased truck body sales from $2.8M to $3.2M.
Utilized cold calling, product application knowledge, weekly follow-ups, and price negotiations to drive sales.

09/2006 to 05/2007 Territory Manager/Robbins Manufacturing - Salisbury, NC

Delivered $1.5M in sales during first year of business of start-up location.
Utilized cold calling, product application knowledge, weekly follow-ups, and price negotiations to drive sales.

11/2004 to 08/2006 Territory Manager/Petroliance, LLC - Raliegh, NC

Improved sales revenues of ExxonMobil lubricants from $615,000 to $1.2M.
Utilized cold calling, product application knowledge, weekly follow-ups, and price negotiations to drive sales.

07/2000 to 09/2004 - RC Dunn Oil Company/Territory Manager - Groveland, FL

Successfully increased sales revenues of ExxonMobil/Chevron lubricants & fuel from $7M to $9M.
Utilized cold calling, product application knowledge, weekly follow-ups, and price negotiations to drive sales.

Resume Overview

Companies Worked For:

Chevron
Ramsey Industries

School Attended

Maryville College

Job Titles Held:

Lubetek Team Lead
Product Support Specialist
Business Consultant
Regional Sales Manager

Degrees

Maryville College - Maryville, TN Bachelor of Arts : Business/Organizational Management

Lubetek Team Lead Resume Example

Resume Score: 80%

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