dale - resume - july 2016

Dale R McCaughtry Jr 822 Piccadilly Cir, Charleston, SC 29412 Phone: 843-847-6463 – Email: [email protected] Objective I would like to work for a company that treats its employees as investments where I can use my experience in Customer Service and Account Management to further both the company's and my goals. Education YOUNGSTOWN STATE UNIVERSITY – Youngstown, OH Williamson College of Business Administration – AACSB Accredited Bachelor of Science in Business Administration, May 2006 Major: General Administration Graduated Cum Laude Experience Amazon – CreateSpace Print on Demand 4900 LaCross Rd, North Charleston, SC 29406 POD Enterprise Technical Account Manager. September 2013 to December 2015 • Managed key strategic accounts for Amazon Enterprise POD • Prioritized time sensitive issues and high value content • Conducted training calls with new publishers • Answered publishers' questions by phone and email • Determined most efficient path to resolution while maintaining a positive experience • Assisted in development of new hires • Created new hire training As a TAM for Amazon, I was part of an account management team that was responsible for $69 million in revenue in 2015. I personally managed 7 accounts worth over $14 million. I created a training plan for new employees across multiple departments and sites which included PowerPoint presentations, an audit on existing training documents, and an initiative to catalog processes on internal Wiki pages. I revamped our new publisher onboarding process and created an automated system thru Excel to make reviewing submission data more efficient. I was also in charge of tracking, reporting, and improving customer SLAs for Amazon POD. Amazon – CreateSpace Print on Demand 4900 LaCross Rd, North Charleston, SC 29406 Senior Customer Support Specialist. March 2010 to September 2013 ◦ Assisted customers with the self-publishing process ◦ Investigated royalty payment calculations and worked with Accounting team to resolve ◦ Handled upset, high touch, and escalated phone calls and emails ◦ Reviewed negative customer survey responses and reported on trending issues While I was a Senior Support Specialist, I handled most incoming escalated phone calls and emails where I was expected to resolve an escalated customers concerns while maintaining a positive customer experience. I used the opportunity while dealing with customer issues to help implement internal improvements, such as Quality Checks for customer orders, better employee training, and more comprehensive internal SOPs. Mid-Atlantic Publishing – Coastal Carolina Auto & Truck Guide 2544 Ashley River Rd Unit A, Charleston, SC 29414 Production Coordinator. February 2007 to July 2010 • Maintained tight production schedule • Managed flow of ad requests from sales reps • Responsible for computer repairs • Worked with clients on phone regarding ad changes • Create advertising for clients based on requests and original design As Production Coordinator, I was responsible for all incoming ad changes, website updates, and pre-press work. I created a file coding system to easily and quickly allow us to place ads on pages in a specific order. Skills Excellent listening and verbal communication skills Experienced in SalesForce CRM Well-versed in presenting information and demonstrating processes Strong analytical and organizational abilities Ability to quickly build relationships with teammates and other departments Extensive experience handling escalations Strong knowledge of Microsoft Word, Excel, PowerPoint, and Outlook

Upload: dale-mccaughtry

Post on 15-Apr-2017

15 views

Category:

Documents

2 download

Report

Download

Embed Size (px):

TRANSCRIPT

Dale R McCaughtry Jr822 Piccadilly Cir, Charleston, SC 29412

Phone: 843-847-6463 – Email: [email protected]

Objective I would like to work for a company that treats its employees as investments where I can use my experience inCustomer Service and Account Management to further both the company's and my goals.

Education YOUNGSTOWN STATE UNIVERSITY – Youngstown, OHWilliamson College of Business Administration – AACSB AccreditedBachelor of Science in Business Administration, May 2006Major: General AdministrationGraduated Cum Laude

ExperienceAmazon – CreateSpace Print on Demand

4900 LaCross Rd, North Charleston, SC 29406POD Enterprise Technical Account Manager. September 2013 to December 2015

• Managed key strategic accounts for Amazon Enterprise POD• Prioritized time sensitive issues and high value content• Conducted training calls with new publishers• Answered publishers' questions by phone and email• Determined most efficient path to resolution while maintaining a positive experience• Assisted in development of new hires• Created new hire training

As a TAM for Amazon, I was part of an account management team that was responsible for $69 million in revenue in 2015. I personally managed 7 accounts worth over $14 million. I created a training plan for new employees across multiple departments and sites which included PowerPoint presentations, an audit on existing training documents, and an initiative to catalog processes on internal Wiki pages. I revamped our new publisher onboarding process and created an automated system thru Excel to make reviewing submission data more efficient. I was also in charge of tracking, reporting, and improving customer SLAs for Amazon POD.

Amazon – CreateSpace Print on Demand4900 LaCross Rd, North Charleston, SC 29406Senior Customer Support Specialist. March 2010 to September 2013

◦ Assisted customers with the self-publishing process◦ Investigated royalty payment calculations and worked with Accounting team to

resolve ◦ Handled upset, high touch, and escalated phone calls and emails◦ Reviewed negative customer survey responses and reported on trending issues

While I was a Senior Support Specialist, I handled most incoming escalated phone calls and emails where I was expected to resolve an escalated customers concerns while maintaining a positive customer experience.I used the opportunity while dealing with customer issues to help implement internal improvements, such as Quality Checks for customer orders, better employee training, and more comprehensive internal SOPs.

Mid-Atlantic Publishing – Coastal Carolina Auto & Truck Guide2544 Ashley River Rd Unit A, Charleston, SC 29414Production Coordinator. February 2007 to July 2010

• Maintained tight production schedule• Managed flow of ad requests from sales reps• Responsible for computer repairs• Worked with clients on phone regarding ad changes• Create advertising for clients based on requests and original design

As Production Coordinator, I was responsible for all incoming ad changes, website updates, and pre-press work. Icreated a file coding system to easily and quickly allow us to place ads on pages in a specific order.

SkillsExcellent listening and verbal communication skillsExperienced in SalesForce CRMWell-versed in presenting information and demonstrating processesStrong analytical and organizational abilitiesAbility to quickly build relationships with teammates and other departmentsExtensive experience handling escalationsStrong knowledge of Microsoft Word, Excel, PowerPoint, and Outlook