KERRY WILLIAMS2698 N El Dorado Dr., Chandler, AZ 85224

Cell: 480-694-4372kerry11w@gmail.com

Professional ExperienceInside Sales Representative 03/2016 – PresentSiteLock Scottsdale, AZ

Call prospective customers, identify their business goals and needs and develop a strategy that includes our multiple products/services to address.

Leverage problem solving skills to respond and follow up on inquiries by chat, email and phone. Maintain existing and develop new customers through individual account support.

Lease Advisor 09/2015 – 03/2016DriveTime Mesa, AZ

Provided excellent customer service to customers who contacted DriveTime to make payments or payment arrangements, inquire about the vehicle’s warranty and general customer service request.

Helped customers who attempted to voluntarily surrender their vehicle by working with the sales advisors and/or dealership management.

Met or exceeded production goals (including but not limited to call volume, dollars collected and customer satisfaction ratings).

Hosting Sales and Support Consultant I 12/2014 － 08/2015GoDaddy Hiawatha, IA

Provided timely and relevant technical and/or product support to customers regarding GoDaddy’s hosting products. Resolved customer concerns and provided assistance to customers with purchases, technical issues, questions. Educated customers on additional appropriate products and services to help them be successful in their endeavors. Performed account reviews for customers and discussed any new products and services that are pertinent.

Program Success Leader 11/2013 － 12/2014Channel Fusion Hiawatha, IA

Managed the execution of Whirlpool, Inc.'s Co-Op program that was administered by my team comprised of two companies, three departments and 15 direct reports.

Performed 1-on-1 meetings with my direct reports. Conducted quarterly department-wide meetings to discuss quarterly goals and successes, upcoming initiatives, strategies, and training implementation. Facilitated annual performance reviews for my direct reports.

Worked collaboratively and effectively with Channel Fusion's CEO and Whirlpool's internal client leadership to accomplish organizational goals and identified/resolved issues at a macro and micro level.

Ensured compliance of Co-Op Claim and Pre-approval verification and Channel Fusion's standards for phone, email and chat support by monitoring and coaching with defined action plans where necessary.

Digital Audit Lead 07/2013 － 11/2013Channel Fusion Hiawatha, IA

Managed the Brand Protection Agency (BPA) process of uploading and downloading data in order to conduct the weekly Internet crawl and the reporting that resulted from the crawl.

Oversaw the claim process for the BPA violations and served as Subject Matter Expert for any digital monitoring claim related questions.

Managed the monthly web audit process and reporting by creating, maintaining and disseminating the monthly schedule and gathering the results of the audits performed by the Concierges.

Created a multi-tabbed Excel spreadsheet and PowerPoint presentation that compiled and dissected the monthly violations data from BPA and the web audit for the Whirlpool Co-Op Manager.

KERRY WILLIAMS2698 N El Dorado Dr., Chandler, AZ 85224

Cell: 480-694-4372kerry11w@gmail.com

Key Account Concierge / Channel Support Specialist 01/2013 － 07/2013Channel Fusion Hiawatha, IA

Reviewed and audited dealer claims to determine compliance based on the Whirlpool Co-Op policy. Provided high level of customer service, excellent phone and email support to the Whirlpool Trade Customers. Reviewed and audited advertisements requesting approval prior to the ad being placed in circulation.

Inbound Call Lead 02/2012 － 09/2012GoDaddy Hiawatha, IA

Managed Inbound call teams, motivated and encouraged representatives to exceed sales goals, ensured adherence to company policy and ensured administrative bookkeeping was accurate

Carried out the routine reporting along with operational and administrative scheduled tasks. Planned and conducted some team meetings that contained training, discussions of metrics and ways to enhance the

team’s performance. Performed routine monitoring of my agents, discussed my findings with them and set up action plans if needed.

Advanced Hosting Support Representative 11/2011 － 02/2012GoDaddy Hiawatha, IA

Multi-tasked solving a myriad of issues for hosting customers with Windows and Linux platforms. Responded to customer questions and issues in a professional and timely manner. Communicated and followed up with customers over the phone, chat, email, and on-line support applications.

Inbound Call Lead 10/2010 － 11/2011GoDaddy Hiawatha, IA

Monitored the Care Center floor answering technical or process centered questions to help representatives achieve “First Call Resolution.”

Planned and conducted team training based upon observations and question trends. Shadowed Inbound Representatives, provided feedback to Inbound Supervisors, planned and conducted training

based upon my observations of each representative’s needs.

Inbound Technical Sales & Support Specialist 08/2009 － 10/2010GoDaddy Phoenix, AZ

Received inbound calls from existing and potential clients, troubleshot any technical issues and reviewed their account in order to offer relevant products that met their online business objectives.

Consistently ranked in the top 1/3 of my team in sales performance, customer satisfaction scores and quality assurance. Utilized my in depth product knowledge to walk customers through setup of products and educate them on functionality.

Education / Certifications

University of Evansville – Finance 08/1993 – 7/1997Evansville, INMajored in Finance(111 credit hours completed)

ReferencesAvailable upon request