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Lubetek Team Lead Resume Example

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CT
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 / Aderant Holdings, Inc - Charlotte , NC08/2016 - 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 / Kaiser Permanente - Lancaster , CA01/2014 - 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 / Essentra - Elgin , 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 - City , STATE08/2008 - 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 - City, StateBachelor 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.
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Resume Overview

School Attended

  • Maryville College

Job Titles Held:

  • Lubetek Team Lead
  • Product Support Specialist
  • Business Consultant
  • Regional Sales Manager

Degrees

  • Maryville College - City, State Bachelor of Arts : Business/Organizational Management

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