Lubetek Team Lead Resume Example
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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
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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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