KERRY A. KNOWLES JR
Cincinnati,OH
Summary
To apply my Sales Skills, Problem Solving, Communication, Interpersonal Skills and Customer Service mindset to deliver an enhanced Customer experience in a full time position with an employer that aligns with my values and ideals.
Skilled specialist with proven track record in delivering impactful results. Adept at team collaboration and flexible in adapting to changing needs. Expertise in [specific skills relevant to field], consistently driving successful outcomes. Known for reliability and strong focus on achieving objectives.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Retail Sales and Service Coaching Specialist
AAA Auto Club Alliance
02.2017 - Current
- Coached over 1500 agents and over 1000 hours of in person and virtual delivery
- Created original Sales and Customer Service content for Membership, Insurance, Financial Services and Quality Standards, Car Care, and Roadside Assistance Calls
- Created a Pricing Sheet Template used throughout the North Central and Capital Plains Regions
- Monitor and aid performance for 21 offices and 100 Agents
- Created Membership Sales Program currently used in our Automotive Business Line
- Created the Sales and Service series called 'Minute to Win It' which delivers foundational pillars of Sales and Service in 1-2 minute Kaltura videos
Membership Sales Specialist
AAA Mid Atlantic
06.2013 - 02.2017
- Act as the initial point of contact for all prospective Members and continual point of contact for existing Members
- Expert knowledge of policies/procedures for billing, benefits and definitions of Membership
- Perform as primary backup for Retail and Cashiering branch operations
- Accomplishments Sold 4819 units from 6/13-11/17
- Top Ten performer in units sold across the entire club 35/41 months of employment
Retail and Travel Services Trainer
AAA Mid Atlantic
11.2004 - 07.2011
- Created curriculum and facilitated training for Retail Agents, Travel Agents, Receptionists, Cashiers, and other employees in both classroom and online formats throughout the entire AAA Mid Atlantic territory which consisted of 54 offices and four Operations Centers
- Mentored six new Retail and Travel Trainers through instruction, peer focus groups, cooperative class delivery and telephone conferences
- Communication with Agents, Office Managers, District Managers, regarding goals, process flows and company initiatives for Travel, Automotive, Insurance and Financial Services business lines
- Responsible for updating and maintaining relevance for all course materials in accordance with the company's goals, standards and business line objectives
- Full understanding and delivery of new agent orientation across all business lines
- Visited Retail Branches for individual training and group presentations to solidify skills and reinforce company objectives and provided field reports to management
- Proficiency in Geography, Maps/Tour books, Customer Relationship Management programs, Point of Sale programs, Sales skills, Telephone skills, and Reservation systems used by AAA Mid Atlantic and Preferred Vendors for Cruise, Tour and Fully Independent Travel
- Accomplishments- Facilitated and delivered training for 2,560 Agents, in 65 courses in 228 sessions, over 1,162.5 training hours in all regions of AAA Mid Atlantic
- Created online recorded versions of courses for AAA Mid Atlantic's Map Routing system, Telephone skills, and Preferred Vendors which are still in use today
- Responsible for creation of process flows and training for the inaugural CCIT (Car Care, Insurance and Travel) locations in the AAA Mid Atlantic territory for Frederick, MD and Fairfax, VA
- Helped design curriculum for Achieving Member Excellence, the Telephone sales skills standard and method for classroom and online delivery
- Nominated by peers and selected as a monthly winner of the Five Diamond Award for demonstrating excellence and the core values as defined by AAA Mid Atlantic
- Selected as one of 12 Trainers to deliver New Agent Orientation for all new AAA associates
- Selected to escort the Philadelphia Eagles Fan Cruise to the Caribbean in March of 2009
- Created an online training program to be used during video training conferences
- Monitored participant workflow and behaviors throughout the training process
- Used role playing, simulations, team exercises, group discussions, videos and lectures to instruct participants in a variety of ways
Retail Agent
AAA Mid Atlantic
05.2002 - 11.2004
- Ensure an excellent customer experience whether contacted in person, phone, fax or email
- Provide any and all relevant information in order to recommend a vacation that coincides with customer's expectations, desires and budget
- Develop product knowledge for all preferred vendors that provide air travel, cruises, tours, rail travel, hotels and car rentals
- Ordering of maps, brochures, tour books, office supplies for the branch
- Opening and closing duties of store including daily deposits
- Accomplishments- Set office Sales record for hotel reservations with 104 in July 2002
- Won Southern Region Competition for Walt Disney Co
- With over $10K in sales for May 2004
Education
Bachelor of Science - Professional Studies
University of Cincinnati
12-2025
Associate’s Degree - Interdisciplinary Studies
University of Cincinnati Clermont College
Cincinnati12.2024
Skills
- People-oriented
- Sales experience
- Goal-oriented
- Managing classroom for diverse populations
- Strong conflict resolution skills
- Tailoring curriculum plans
- Strong collaborator
- Test proctoring
- Technological instruction
- Management collaboration
- Technical communication
- Team performance improvement
Certification
- Zenger Miller Leadership Training, 2005
- Destination Specialist: North America, 2006
- WebEx Certified Trainer, 2008
- Certified Travel Agent, 2009
- ASLAN Coaching Method, 2018
- GROW Coaching Method, 2020
Timeline
Retail Sales and Service Coaching Specialist
AAA Auto Club Alliance
02.2017 - Current
Membership Sales Specialist
AAA Mid Atlantic
06.2013 - 02.2017
Retail and Travel Services Trainer
AAA Mid Atlantic
11.2004 - 07.2011
Retail Agent
AAA Mid Atlantic
05.2002 - 11.2004
Bachelor of Science - Professional Studies
University of Cincinnati
Associate’s Degree - Interdisciplinary Studies
University of Cincinnati Clermont College
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