Paul Baker
Los Angeles,CA
Summary
Dynamic sales professional with a proven track record at eClerx & Asurion, excelling in customer service and problem-solving. Recognized for achieving top sales performance and fostering teamwork, I leverage CRM software to drive revenue growth while maintaining exceptional client relationships. Adaptable and detail-oriented, I consistently exceed expectations in fast-paced environments.
Overview
8
8
years of professional experience
1
1
Certification
Work History
In-Home Expert
Asurion
Los Angeles, CA
05.2025 - Current
- Mentored junior staff members in best practices for internet sales strategy development and execution, fostering a positive team environment focused on collaboration and innovation.
- Delivered informative presentations at industry events, establishing credibility as an expert in internet sales solutions.
- Achieved highest number of 5-star surveys, leading Verizon 5G internet sales, and top home-tech protection plan enrollments nationwide at region's top office, resulting in a year-end raise and multiple Asurion Ace awards.
- Provided training to new team members on company processes, systems, and best practices in Internet sales coordination.
- Met or exceeded Internet sales goals and objectives by Number%.
- Documented troubleshooting steps and solutions in ticketing system for future reference.
- Trained new staff on support protocols and customer service best practices.
- Conducted in-home consultations to assess customer needs and provide tailored product solutions.
- Demonstrated products effectively, showcasing features and benefits to enhance customer engagement.
- Developed strong relationships with clients through active listening and personalized service approaches.
- Utilized CRM software to track sales interactions and manage follow-up communications efficiently.
- Provided training for new consultants on effective sales techniques and product knowledge.
- Led initiatives to gather customer feedback, driving improvements in service delivery and product offerings.
- Streamlined the sales process by utilizing CRM software efficiently to track leads, appointments, and followups.
- Analyzed market trends to identify opportunities for business growth and enhanced competitive positioning.
- Maximized potential revenue by identifying upselling opportunities during in-home consultations.
- Demonstrated adaptability and flexibility when working with diverse clientele to meet their unique needs effectively.
- Achieved high levels of customer satisfaction ratings as evidenced in post-sale surveys, reflecting exceptional interpersonal skills.
- Boosted overall efficiency within the sales team by developing new strategies for prospecting potential customers based on market research data analysis.
- Overcame objections from prospective customers by effectively addressing their concerns and highlighting the unique selling points of our offerings.
- Educated clients on the value-added benefits of our products and services, fostering trust and loyalty in the brand.
- Generated significant revenue growth for the company by consistently meeting or exceeding sales targets.
- Ensured positive customer experiences by addressing concerns promptly, providing timely assistance and support throughout the entire sales process.
- Tracked and measured sales activity using mobile technology, reporting sales from field.
- Analyzed complex technical issues to enhance system functionality and user experience.
- Collaborated with cross-functional teams to streamline project workflows and improve communication.
- Diagnosed and repaired various mobile device issues, ensuring optimal functionality.
- Provided exceptional customer service, addressing concerns and inquiries effectively.
- Trained new technicians on best practices for phone repairs and customer interactions.
- Assisted customers with setting up newly repaired devices, ensuring proper functionality before leaving the store.
- Demonstrated product features and benefits to enhance customer understanding and satisfaction.
- Trained new team members on sales strategies and effective customer engagement techniques.
- Implemented feedback mechanisms to gather client insights, driving service enhancements and retention efforts.
- Increased sales revenue by developing and maintaining strong relationships with clients in the assigned territory.
- Maintained thorough knowledge of competitors'' offerings enabling effective communication of unique selling points during client interactions.
Residential Connectivity Specialist
Spectrum
Los Angeles, CA
03.2023 - 05.2025
- Facilitated cross-departmental communication to resolve complex customer inquiries effectively.
- Led initiatives to streamline workflows, resulting in improved team productivity and morale.
- Analyzed customer feedback data to drive strategic decisions for service enhancements.
- Analyzed customer feedback to identify areas for improvement.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Engaged potential customers through direct door-to-door sales strategies.
- Utilized CRM software to track leads and manage customer relationships effectively.
- Demonstrated product features and benefits to enhance customer understanding.
- Monitored competitor activities to identify market trends and opportunities.
- Developed persuasive sales pitches tailored to diverse audiences and neighborhoods.
- Collaborated with team members to refine sales techniques and improve outreach efforts.
- Assisted in training new representatives on effective sales practices and techniques.
- Conducted follow-up communications to maintain customer engagement post-purchase.
- Increased sales by establishing rapport with potential customers and delivering tailored product presentations.
- Participated in regular sales team meetings to share insights, learn from colleagues, and contribute toward collective goals for enhanced overall performance.
- Exceeded monthly sales quotas by employing persuasive communication techniques and product knowledge expertise.
- Streamlined sales process through efficient planning of daily routes and strategic prioritization of leads.
- Demonstrated adaptability in adjusting presentation style based on individual customer preferences, leading to increased success rates in closing deals.
- Monitored industry trends and utilized insights gained to inform more targeted approaches when interacting with potential clients during door-to-door engagements.
- Developed comprehensive understanding of competitor offerings to effectively highlight advantages of own products during presentations.
- Tracked and measured sales activity using mobile technology, reporting sales from field.
- Mentored new team members on best practices for internet sales, contributing to overall team success and fostering a collaborative work environment.
- Conducted regular training sessions on best practices in internet sales techniques, empowering team members to excel in their roles.
- Achieved Mobile Mogul Award for leading national sales in mobile lines for the month.
- Achieved recognition at President's Club retreat in Puerto Rico for surpassing 250 sales threshold and maintaining over 100 sales for a minimum of three months.
- Trained new hires on company procedures, product offerings, and best practices for internet sales success.
Customer Support Supervisor
Eclerx
Fayetteville, NC
12.2019 - 03.2023
- Supervised customer support team to enhance service delivery and operational efficiency.
- Developed training programs for new staff to improve product knowledge and customer interactions.
- Monitored performance metrics to identify areas for improvement in service quality.
- Implemented process improvements, reducing response times and increasing customer satisfaction rates.
- Conducted regular performance evaluations, providing constructive feedback to enhance team skills.
- Enhanced team performance by conducting regular training sessions and offering constructive feedback.
- Assisted team members in resolving customer satisfaction issues.
- Continuously monitored team performance through KPIs, addressing any areas of concern promptly and effectively.
- Identified opportunities for process improvements, implementing changes that led to increased productivity within the team.
- Reduced employee turnover by creating a positive work environment that encouraged growth and development.
- Established clear expectations for the team regarding performance metrics, holding them accountable for meeting established goals while rewarding exceptional achievements accordingly.
- Optimized scheduling to ensure adequate staffing levels during peak hours, improving overall customer experience.
- Evaluated agent performance through quality assurance monitoring, identifying areas for improvement and providing targeted coaching as needed.
- Participated in recruitment efforts, interviewing prospective candidates to identify those who possessed both technical aptitude and strong interpersonal skills needed for success in the role.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
- Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Managed call logs, enhanced invoicing data and resolved customer issues to improve operational efficiency by Number% .
- Discovered and resolved complex customer issues to reduce negative impact to business outcomes.
- Identified call trends to improve efficiency, reduce problem calls and suggest solutions to upper management.
- Generated, compiled and distributed reports of sales leads and up-sell opportunities.
- Managed department call volume of Number calls per day and coordinated department schedules to maximize coverage during peak hours.
- Audited customer support procedures and collaborated regionally to promote standardization across offices.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Drove change and improvement for customer support team by identifying enhancements and forwarding suggestions to senior leadership.
- Managed escalated customer complaints, ensuring satisfactory resolutions were achieved.
- Supervised daily customer support operations to ensure timely issue resolution.
- Trained and mentored team members on best practices for customer engagement.
Customer Support Specialist
Eclerx
Fayetteville, NC
06.2018 - 11.2019
- Facilitated customer inquiries by delivering accurate information and support.
- Addressed customer issues by employing effective communication and problem-solving strategies.
- Recorded customer interactions in CRM system to enhance future reference and analysis.
- Facilitated collaboration among team members to optimize service delivery processes.
- Optimized call handling processes to enhance customer inquiry resolution efficiency.
- Executed exceptional customer service across multiple channels, including phone, email, and live chat, ensuring prompt and accurate responses to inquiries.
- Enhanced customer retention through tailored solutions and proactive follow-ups on ongoing issues.
- Spearheaded identification and pursuit of upselling and cross-selling opportunities to enhance revenue growth.
- Attained top performance metrics in office, ranking #1 in call volume and customer assistance efficiency.
Education
Bachelor of Arts - Communications
University of North Carolina At Greensboro
Greensboro, NC12.2020
Skills
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Friendly, positive attitude
Teamwork and collaboration
Customer service
Problem-solving
Attention to detail
Flexible and adaptable
Multitasking
Excellent communication
Critical thinking
Computer skills
Organizational skills
Calm under pressure
Active listening
Organization and time management
Decision-making
Verbal communication
Dependable and responsible
Accomplishments
- Used Microsoft Excel to develop a tracker spreadsheet system that’s now implemented by every Spectrum field sales office in the West Region.
- Supervised team of 13+ staff members as my team led the office in all KPI metrics such as Call volume, Survey scores, and upselling in telecommunication services.
- 3-Time Marching Band Champion (2012-2014).
Certification
- OSHA Forklift Operator Certification
- ISTQB & TripleTen Certificate Of Completion (QA Engineer)
- PCI DSS Certification
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
In-Home Expert
Asurion
05.2025 - Current
Residential Connectivity Specialist
Spectrum
03.2023 - 05.2025
Customer Support Supervisor
Eclerx
12.2019 - 03.2023
Customer Support Specialist
Eclerx
06.2018 - 11.2019
Bachelor of Arts - Communications
University of North Carolina At Greensboro