JOE KASMERCHAK

• Call on small business owner prospects and provide short presentation on National Federation of Independent Business organization with the intent of enrolling the prospects as members
• Responsibilities included: Managing territory for optimum coverage, keep abreast of legislative and regulatory activities that impact small businesses at both the federal and state levels and maintain membership information packets to ensure current information is delivered.

• Provided post sales technical support for an established base of accounts
• Provided 24X7 first level escalation support on maintenance activities.
• Developed and implemented service improvement plans.
• Provided network performance reporting for client base to ascertain the health of a customer's network.
• Perform network hardening/diversity studies to improve network performance and minimize outage impacts.
• Execute customer requests for a Root Cause Analysis to minimize business impact similar outages.
• Functioned as the client advocate on maintenance activities.
• Improved customer satisfaction by providing prompt technical support and troubleshooting for complex issues.

• Managed a workgroup comprised of up to 13 Technical Service Managers involved in providing post sales customer support in up to four sales branches
• Responsibilities included: employee development and growth, guide, and coach employees in daily activities, provide 24X7 second level escalation support for client base and account teams, develop and execute service improvement plans, assist employees with execution of Root Cause Analysis requests from customers and manage expenses of work group to minimize impact to budget.

• Provided post sales technical support for an established base of accounts
• Provided 24X7 first level escalation support on maintenance activities,
• Developed and implemented service improvement plans.
• Provide network performance reporting for client base, perform network hardening/diversity studies to improve network performance and minimize outage impacts,
• Execute customer requests for a Root Cause Analysis to minimize chance for reoccurrence.
• Established strong relationships with key clients through regular communication and on-site visits, promoting trust in our services and fostering long-term partnerships.
• Improved customer satisfaction by providing prompt technical support and troubleshooting for complex issues.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Defined clear targets and objectives and communicated to other team members.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

• Managed a workgroup comprised of up to 18 Service Managers involved in providing customer advocacy support in the Midwest and southwest regions
• Responsibilities included: sole responsibility for customer quality survey results, develop and execute action plans on undesirable survey results to improve the customer experience, employee development and growth, coach employees in daily activities, provide 24X7 second level escalation support for client base and account teams and manage employee expense to minimize impact on budget.
• Worked effectively in fast-paced environments.
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Used critical thinking to break down problems, evaluate solutions and make decisions.

• Managed all client issues for an assigned client base to deliver world class customer service experience
• Responsibilities included: serve as the customer advocate on all client issues, ensure outstanding customer quality survey results, develop, and execute action plans on less than desirable survey results and provide 1st level 24X7 customer advocacy support on all client issues.
• Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Resolved customer complaints in professional and timely manner.

• Managed a sales territory consisting of up to ninety premier business clients in the northern half of Wisconsin
• Responsibilities included: developing and presenting complex business solutions using Verizon products and services to solve customer business challenges, meet or exceed annual multi-million-dollar quotas, introduce new products and services to client base and improve account penetration through building strong client relationships.

• Managed a workgroup comprised of up to twenty-two inside sales representatives responsible for revenue growth through the sale of low-end telephone systems and network services
• Responsibilities included: employee development and growth, guide, and coach employees in daily activities, analyze marketplace and develop sales strategies to meet market demands, managed a capital and expense budget and served as subject matter expert on tariff issues.
• Developed strong relationships with clients through consistent communication and exceptional customer service.
• Surpassed sales goals by 20-40% annually with implementation of diverse sales tools and strategies.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Resolved problems with high-profile customers to maintain relationships and increase return customer base.
• Increased sales revenue by implementing effective inside sales strategies and techniques.
• Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
• Managed a high-performing inside sales team to exceed company targets and quotas consistently.
• Set and exceeded inside sales goals by establishing ambitious targets and motivating sales representatives.

• Provided sales support for the field sales organization consisting of a group of eleven account managers
• Responsibilities included: sales results tracking and reporting, coordinating product showcases and trade shows, and implementing changes in pricing models,
• Provided positive first impressions to welcome existing, new, and potential customers.
• Conducted product demonstrations to highlight features and redirect objections to positive aspect.
• Built relationships with customers to encourage repeat business.
• Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.

• Responded to business customer inquiries for service and equipment and processed orders for same.
• Boosted client satisfaction by effectively managing business accounts and addressing inquiries in a timely manner.
• Responded to customer inquiries and provided detailed account information.
• Entered client details and notes into system for interdepartmental access and review.
• Provided ongoing support to clients by resolving issues and answering queries, maintaining high levels of customer satisfaction.

• Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
• Collaborated closely with sales and customer service teams to ensure seamless communication and issue resolution.
• Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
• Worked with multiple departments to check proper billing information.
• Trained new hires on company-specific billing software, policies, and procedures, promoting team cohesion and productivity.
• Responded to customer concerns and questions on daily basis.
• Collaborated with customers to resolve disputes.
• Processed bankruptcy petitions.

• Installed and repaired single line residential equipment and services, electromechanical and early versions of electronic key systems and PBX's
• Provided back up support for cable splicing, line crew and central office framework
• Buried service drop wires.
• Inspected, evaluated and calibrated electrical and mechanical systems and components.
• Inspected equipment to identify areas of wear or causes of malfunctions.
• Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
• Maintained compliance with regulatory standards and safety requirements.

• Washed and gassed vehicles on an as needed basis. maintained inventory levels, provided a clean work environment.
• Followed safety protocols while working, avoiding accidents and injuries.
• Implemented measures to reduce operational costs without compromising service quality or safety standards within the garage facility.
• Assisted mechanics with repairing and servicing vehicles.
• Maintained a clean and organized work environment, contributing to overall garage safety and functionality.

Delivered supplies and mail nightly to exchanges throughout

Northern Wisconsin.