Robert Neblett
Virginia Beach,VA
Summary
Seasoned Sales Representative knowledgeable about selling in B2C environments. Leverages exceptional customer relations experience to win new customers. Skilled at demonstrating products and closing sales with tenacious and driven approach. Talented networker with expertise in cold calling, strategic planning and task prioritization focused on maximizing efficiency and sales success.
Overview
42
42
years of professional experience
1
1
Certification
Work History
Sales Representative
Rentokil/Terminix DBA: Inman-Murphy Pest Control
06.2022 - Current
- Develop strategies to increase market share in a highly competitive and saturated market
- Pursue new accounts through lead generation, cold calls and advertising referrals
- Build strong relationships with existing accounts, providing services when necessary
- Train, develop, and motivate field techs to spot sales opportunities while servicing existing customers.
Sales Representative
Florida Pest Control
02.2014 - 05.2022
- Developed and implemented marketing plans to increase brand awareness and drive sales.
- Collaborated with cross-functional teams to identify and address customer needs.
- Answered customer questions about products and services, and promoted key items.
- Listened to customer needs and desires to identify and recommend optimal products.
Call Center Manager
InComm Inc
01.2009 - 01.2014
- Direct manager of 7 supervisors responsible for 7 separate teams consisting of up to 130 customer service representatives, training team and support staff
- Maintain a highly productive, efficient, fun and principled based work environment
- Serve as a Customer Advocate and Service Recovery Expert
- Distributing work effectively and efficiently
- Develop and manage key servicing processes and drive process re-engineering efforts
- Create Action Plans and Performance Improvement Plans for Supervisors needing to improve individual or team performance
- Partner with Workforce Analyst and Workforce management team to ensure real-time monitoring of call volume, AHT, and staffing assumptions and adjusting current day schedules as necessary to maintain service level objectives
- Monitors forecast to actual call center scheduling assumptions for multiple queues in real time
- Adjusts schedules as needed based on forecast to actual variations
- Handle complex and sensitive inquiries
- Perform annual performance reviews, provide routine performance feedback and take disciplinary action when necessary
- Develop strong partnerships inside and outside the department.
Call Center Supervisor/Coach
InComm Inc
01.2006 - 01.2009
- Direct supervisor to 14 customer service representatives and 1 team lead
- Responsible for the coaching, training, security compliance, behavior modification, and corrective action of all team members in a Visa, Mastercard, and Discover Card call center that takes up to 5000 inbound calls on a daily basis
- Responsible for conducting a minimum of 4 quality monitors per consultant each month using remote monitoring, recorded monitors, and side by side listening sessions to insure strict compliance not only to call center policies but also the laws of each state and the United States as they pertain to the product in question
- Responsible to insure that all customer service representatives under my charge are compliant with the company standards with regards to proper time keeping for payroll as well as using the correct AUX codes to account for time not spent assisting customers on the telephones
- Responsible for identifying application errors for up 12 desktop applications which assist in the daily functioning of the call center and reporting those failures/glitches to the Network Operations Center for resolution
- Responsible for locating and identifying possible fraudulent activity (credit card theft, unlawful funds transfers, anti-money laundering, internal theft) and reporting those trends in detail to the Fraud and Compliance Division.
Retention Team Lead
America Online
01.2002 - 01.2006
- Supervised 15 to 25 customer service representatives
- Responsible for training, developing, and quality monitoring to improve overall performance and long term retention rates
- Examined and determined consultants areas of opportunity to increase retention rates by conducting interactive parallel listening sessions no less than once a week with each customer service representative
- Provided real time support to consultants as a subject matter expert as well as handling escalated calls
- Worked in all departments (Credit Billing, Phone Billing, Renewal and Payment Marketing, Outbound Spanish Billing, Retention) to maximize my usefulness and knowledge base.
Area Manager
Miami Subs Grill
01.1991 - 01.2002
- Directly responsible for overseeing the day to day operations of 5 restaurants
- Supervised 5 General Managers
- Evaluated profit and loss for each store
- Inspected training, hiring, and development practices for each store.
Sergeant, Military Police (Airborne)
U.S. Army
01.1983 - 01.1991
- In charge of 13 person squad of highly trained Combat Military Police persons
- Responsible for maintaining a high level of readiness, training, maintenance, and morale while always focusing on the current mission
- Airborne School, Advanced Airborne School, Nuclear, Biological, Chemical School, Sniper/Observer Course, Crisis Management School, Jungle Expert Course, Primary Leadership Development School, Traffic Accident Investigation School.
Education
Associates Degree -
Florida State College at Jacksonville
Skills
- Sales consultation
- Account Management
- Customer Service
- Competitor research
Certification
- Certified Pest Control Operator: General Household Pests, Rodents, Mosquitoes
- Lawn and Ornamental
- Termites and Wood Destroying Organisms
Training
- Leading the AOL Way1, AOL University
- Pre-Coach Development, AOL University
- Crisis Management Training
- Interpersonal Communications
- Primary Leadership Development Course
Timeline
Sales Representative
Rentokil/Terminix DBA: Inman-Murphy Pest Control
06.2022 - Current
Sales Representative
Florida Pest Control
02.2014 - 05.2022
Call Center Manager
InComm Inc
01.2009 - 01.2014
Call Center Supervisor/Coach
InComm Inc
01.2006 - 01.2009
Retention Team Lead
America Online
01.2002 - 01.2006
Area Manager
Miami Subs Grill
01.1991 - 01.2002
Sergeant, Military Police (Airborne)
U.S. Army
01.1983 - 01.1991
Associates Degree -
Florida State College at Jacksonville
- Certified Pest Control Operator: General Household Pests, Rodents, Mosquitoes
- Lawn and Ornamental
- Termites and Wood Destroying Organisms
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