Summary
Overview
Work History
Education
Skills
Timeline
KEITH OVERSHOWN

KEITH OVERSHOWN

Dallas

Summary

I am a results-driven analytical business professional with a potent blend of technical expertise, sound business acumen, and a proactive attitude towards challenging roles. My tech-savvy nature and rapid learning abilities, coupled with a rich background in customer service and sales, uniquely position me to effectively support and proactively spearhead growth initiatives for any organization.

Overview

29
29
years of professional experience

Work History

Business Advisor

Upwork.com
Dallas, TX
12.2021 - Current
  • Customized strategies for business formation, marketing, and web development to meet diverse client needs.
  • Conducted keyword research and analyzed webpage performance, improving SEO rankings and visibility.
  • Generated web, blog, and social media content, enhancing online presence and engagement.
  • Designed brochures, flyers, and websites to bolster clients' marketing efforts.
  • Advised on optimal tech use to boost productivity and operational efficiency.

Virtual Customer Care Consultant

Wayfair
Dallas, TX
05.2020 - 12.2021
  • Collaborated with carrier reps to streamline shipping logistics for efficient material handling.
  • Aided clients with product selection, orders, billing, returns, exchanges, and technical issues.
  • Responded to calls and emails, delivering front-line customer support and transaction help.
  • Accurately inputted service details into electronic systems after asking probing questions.
  • Addressed inquiries, resolved issues, and provided detailed product information via phone, chat, and email while maintaining meticulous interaction records for quality service.

Expert/Trainer

Apple
Dallas
09.2012 - 11.2019
  • Delivered guidance on diverse areas including customer service, sales techniques, product knowledge, and software applications.
  • Led both group workshops and personalized coaching sessions to enhance skill development.
  • Collaborated with management to ensure necessary resources for successful training.
  • Supported new team members through orientations and initial training.
  • Created and executed customized training for 100+ new hires, easing their transition into their new roles.

Business Sales Executive

AT&T
Dallas
01.2010 - 09.2012
  • Cultivated connections with C-level executives, government officials, and universities, successfully securing service contracts.
  • Consistently achieved 200+ new mobile account creations per month, generating $3,000 in monthly revenue and earning recognition as a top sales consultant.
  • Closed contracts valued at >$200,000 for recurring monthly services through effective negotiation and relationship-building.
  • Produced quotes and contracts, developed wireless plans, and established 10-100 cellular/data lines per customer, driving customer satisfaction and revenue.

Operations Supervisor

CompUSA Corporate
Dallas
05.1999 - 01.2010
  • Managed a team of 20 direct reports overseeing national service repair accounts for major tech brands, including Sony, Toshiba, Apple, and Hewlett-Packard.
  • Streamlined departmental claims processes, achieving a 35% boost in productivity while processing over 16,000 claims monthly.
  • Coordinated staff schedules to ensure optimal coverage and operational efficiency.
  • Developed a distribution process for 265 company-owned stores, reducing the risk of damage during shipments.
  • Created and monitored key performance indicators to measure operational performance and ensure goal attainment.

Customer Service Supervisor

Bank Of America
Dallas
02.1995 - 05.1999
  • Led a customer service team of 26 members, resulting in a 20% increase in overall service delivery quality.
  • Mentored and coached 10 lead customer service representatives, leading to a 25% improvement in their performance metrics.
  • Optimized customer service metrics, decreasing call response times by 30%, boosting resolution rates by 20%, and raising customer satisfaction ratings by 15%.
  • Conducted weekly team meetings, fostering a increase in the efficiency of communication and enabling rapid adaptation to changes in policies and procedures, which significantly improved team cohesion and performance.

Education

High School Diploma -

A. Maceo Smith High School, Dallas, TX

Business Management

Paul Quinn University, Dallas, TX

Skills

  • Website Design
  • Branding
  • Marketing ( Content, Email, SEO)
  • Zendesk
  • SAP, Siebel, AS400
  • Post-Production Editing
  • Graphic Design
  • Project Management
  • Customer/Technical Support
  • MS Office Suite

Timeline

Business Advisor - Upwork.com
12.2021 - Current
Virtual Customer Care Consultant - Wayfair
05.2020 - 12.2021
Expert/Trainer - Apple
09.2012 - 11.2019
Business Sales Executive - AT&T
01.2010 - 09.2012
Operations Supervisor - CompUSA Corporate
05.1999 - 01.2010
Customer Service Supervisor - Bank Of America
02.1995 - 05.1999
A. Maceo Smith High School - High School Diploma,
Paul Quinn University - , Business Management

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KEITH OVERSHOWN