- Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
- (555) 432-1000
- resumesample@example.com
I am a loyal, highly-motivated professional, specializing for the past 12 years in customized product analysis and management, relationship building, sales account and customer retention management, as well as software and hardware technical support.
Strengths related to business operations and product optimization management include, strategically cultivating multi-year, international partnerships solutions for new and existing customers, while educating and guiding through new and/or updated product releases to employees, customers, and third party providers. In addition, was successful at expanding network connections, while focusing on specific target markets to introduce new software and/or hardware products. Specialized in performing formal, in-depth consultations and demonstrations of products both remotely and onsite to new and existing customers.
Strengths related to technical support and development include, well over 100+ hours of training related to software certifications, networking, hardware and hardware peripheral installation, troubleshooting, and support. Skilled in task prioritization, with exemplary customer service. Extremely knowledgeable working alongside developers on custom software and/or custom integration development projects, including in-depth customer consultation and business analysis' to properly spec out development projects (specification documentation for both customer and developer approvals). Worked closely with developers on processes, design, enhancement options, DEV and UAT test environment deployment options, setting milestones (when a fixed priced project) and project management in order to properly propose and deliver solution(s).
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Holistic Industries – Monson, MA,
- Created proposals for software and hardware implementation and services, annual service contracts, and custom development.
- Performed quarterly business reviews with clients.
- Worked closely with company executives to identify new business partnerships, securing annual reoccurring revenue opportunities.
- Delivered exceptional account service to strengthen customer loyalty and retention.
- Monitored market conditions, product innovations and competitor activity and adjusted account sales approach to address latest market developments.
- Created onboarding documentation that included information on the organization, support options, IT support ticketing system options, business protocols and policies.
- Performed in-depth demonstrations of product solutions to fit certain business needs.
- Managed roughly 50+ customers, ranging from single locations to 200+ store organizations (over 800 workstations). Target markets for International Micro Systems, Inc (IMS) were retailers, minor league stadiums, major league stadiums (including implementation and IT support for the last 5 Super Bowls), concert venues, and Duty Free retailers.
- There was a business acquisition where International Micro Systems, Inc acquired Granite Information Systems, Inc (GIS). With the transition, I was responsible with onboarding all customers from GIS. With continuing to deliver exceptional customer service to all GIS customers, I was able to successfully retain 98% of clients.
Mennonite Home Communities – Lancaster, PA,
- Marketed and sold Retail Pro - a global leader for a comprehensive, point of sale and inventory management solution.
- Stayed current on industry trends and changes and participated in professional development opportunities to strengthen product and service knowledge.
- Built comprehensive proposals which included software, customized development, hardware, professional services, and general IT support after project.
- Developed and implemented strategic marketing plans, sales plans and forecasts to achieve corporate objectives for products and services.
- Monitored competitor products and services and maintained relationships with industry influencers and key strategic partners to identify improvement areas and grow customer base.
- Spearheaded implementation, execution and growth of business channel partner programs.
- Pursued and generated revenue through outside sales and marketing efforts by relentlessly identifying, developing and targeting new business partnerships.
- Penetrated new markets by investigating competitor products, services and trends.
- Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
- Established and maintained consistent and vibrant corporate image through all product lines, represented company at trade events and developed strategic relationships with key prospects.
- Fostered relationships with customers to expand customer base and enhance loyalty and retention.
- Established sales goals and strategies that contributed to increased growth in sales and profitability.
- 2+/- hour demonstrations of products sold and supported, including but not limited to, point of sale and inventory management system, e-commerce, customer loyalty, digital ticketing, reporting, accounting link, and mobile point of sale integrations.
- Responsible for customer relations.
Granite Information Systems Inc. – City, STATE,
- Communicated with sales and product development teammates to enhance customer experiences and achieve SLAs.
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
- Developed training materials, conducted webinars, and remote programs for user training and support use.
- Configured new and/or replacement workstations, including all hardware (desktop and mobile), software and peripheral devices, and delivered support thereafter for multiple client departments and locations.
- Installed and managed software updates and vulnerability patches for customers.
- Delivered on-site and remote technical support following project implementation. Worked with owners and managers to suggest product upgrades and changes.
- Conducted routine maintenance on servers and systems, keeping networks fully operational during business hours.
- Collaborated with technical support staff to discuss client requirements, needs and objectives for general support and small projects.
- Management of medium to enterprise-level projects. Roles included but were not limited to, scheduling (both client and technician), establishing and maintaining milestone deadlines, marshalling any necessary third-party resources, processes & procedures, implementation, and support thereafter.
- With mutual effort from our developer, fulfilled extensive business analysis of customers system/business requirements and preferences. Proposed solution options would include procedures and processes, design (both user and customer facing), software assurances, UAT testing, implementation rollout, training, and support thereafter.
Laser High School - Bloomfield Hills, MI
Oakland Community College - Bloomfield Hills, MI
Retail Pro University - San Diego, CA
Roughly 120+ hours of training on Retail Pro Software. Remote training courses where quizzes are given throughout. Comprehensive tests are given approximately every 40 hours of training. The last exam is extremely complex, as the trainer "breaks" the system in a multitude of ways and you are required to fix everything. The exam is recorded via a webcam and is also timed.
Retail Pro University - San Diego, CA
Approximately 20+ hours of training to become knowledgeable in order to market and sell the Retail Pro product.
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Resume Overview
School Attended
- Laser High School
- Oakland Community College
- Retail Pro University
- Retail Pro University
Job Titles Held:
- Sales Account Manager
- Director of Sales and Marketing
- Certified IT Technician/Technical Account Manager
Degrees
- High School Diploma
- Limited General Education College Coursework
- Retail Pro Applications Engineer Certification
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