Paul Conard
Charlotte,NC
Summary
Dynamic customer support professional with a proven track record at CPI Security, achieving a 95% customer satisfaction rate and excelling in consultative sales. Skilled in Salesforce CRM and technical troubleshooting, I drive customer loyalty and revenue growth through effective relationship management and strategic problem-solving.
Overview
7
7
years of professional experience
Work History
Customer Support Representative III
CPI Security
Charlotte, NC
11.2024 - Current
- Maintained 95% customer satisfaction rate, reinforcing customer loyalty.
- Troubleshoot complex technical issues with 90% first-call resolution.
- Exceeded departmental upgrade and add-on sales goals by 30%, contributing to overall revenue growth.
- Achieved 90% trip fee collection rate, enhancing financial performance.
Customer Retention Specialist
CPI Security
Charlotte, NC
09.2023 - 11.2024
- Achieved 80% client retention rate, contributing to overall customer loyalty.
- Facilitated service transfers and relocations, exceeding departmental sales targets and driving revenue growth.
- Resolved billing and technical issues during high-volume inbound cancellation calls, enhancing customer satisfaction.
Central Station Monitoring Operator
CPI Security
Charlotte, NC
10.2022 - 09.2023
- Achieved 100% call answer ratio across all alarms to ensure immediate incident handling.
- Monitored customer alarm systems in 24/7 dispatch center to ensure timely response to alarms.
- Dispatched police, fire, and EMS personnel to coordinate effective emergency responses.
Inside Sales Advisor
CPI Security
Charlotte, NC
07.2021 - 10.2022
- Achieved 80% first-call close ratio, exceeding departmental benchmarks.
- Handled inbound sales calls on fast-paced sales floor to drive customer engagement.
- Supported customers through sales process and conducted post-install follow-up to enhance satisfaction.
Outbound Telesales Representative
Spectrum
Charlotte, North Carolina
08.2020 - 07.2021
- Executed outbound calls to effectively promote Spectrum's services and offerings, contributing to customer engagement.
- Led the team to achieve the highest gross sales and volume for two consecutive months.
- Leveraged CRM software to systematically track customer interactions and sales progress, enhancing sales strategy.
- Managed customer inquiries and resolved issues effectively and efficiently.
Acquisition Manager
Elite Motor Group
Charlotte, North Carolina
07.2019 - 10.2020
- Led nationwide sales team of over 40 purchasing agents in sourcing and buying high-end luxury brand vehicles, driving sales growth.
- Negotiated purchase of luxury brand vehicles averaging $150K for transport to China, enhancing market presence.
- Recruited, trained, managed diverse team of purchasing agents, fostering a collaborative and effective purchasing environment.
- Worked for an international auto brokerage firm headquartered in Shanghai, China.
Education
Bachelor of Science - Business Administration and Management
Grand Canyon University
Phoenix, AZ09.2028
Skills
- Customer support
- Technical support
- Salesforce CRM
- Data analytics
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- Lead generation
- Consultative selling
- Relationship management
Military Service
U.S. Navy, Petty Officer Second Class, 01/01/92, 01/01/99, Served honorably in leadership and technical roles, supporting critical naval operations., Developed advanced skills in teamwork, discipline, and mission readiness., Trained and mentored junior sailors, contributing to overall unit effectiveness.
Timeline
Customer Support Representative III
CPI Security
11.2024 - Current
Customer Retention Specialist
CPI Security
09.2023 - 11.2024
Central Station Monitoring Operator
CPI Security
10.2022 - 09.2023
Inside Sales Advisor
CPI Security
07.2021 - 10.2022
Outbound Telesales Representative
Spectrum
08.2020 - 07.2021
Acquisition Manager
Elite Motor Group
07.2019 - 10.2020
Bachelor of Science - Business Administration and Management
Grand Canyon University