Thomas Kellough
Herriman,UT
Overview
18
18
years of professional experience
Work History
TECHNICAL SUPPORT AND TRAINING MANAGER
Artec Industries
06.2017 - Current
- My position started as a inside sales representative which involved learning the products that Artec has to offer as well as our competitors so I could listen to our customers and recommend the best products for their needs we offered that will work for their needs
- If we do not have a product that will help them i will send the customer in a direction to a company that has a product that will suit their needs
- As I grew with the company I had moved into a national sales manager position an setup a outside sales route to drive sales an strengthen the relationship with jobbers as well as helped introduce a rebate program. Most recently i have moved into a more technical role as a Technical Support and Product Training Manager where I developed instructions for products that did not have any instructions on the website as well as help with all technical support phone calls answering any questions customers had over the phone, in person, an via email an crm system.
- Created and host monthly training webinars and product overviews for B2B consumers
- Host in-person trainings for WD and B2B consumers
- I have been utilized going to tradeshows to help support the company and answer questions at the events and support the sales staff
- I am used as a liason with our wholesale distribution partners entering in purchase orders manually and answering any calls an emails that they sent daily as well as set up returns, exchanges, and helped with any shipping issues or customer support issues the wd partners and direct customers needed help with
- I would also take sales calls and set up returns and process them as they arrived
- Revised the RMA policy an mange daily resulting in a 80% annual reduction on returns .
- As well as start warranty claims for any parts that needed to be warrantied
- I will also help maintain the storefront and keep it clean
- I have been known to go above and beyond the day to day task and delivered parts to customers who were in a pinch and on my way home from work several times to help them as much as I could
- I do close down and lock up the building quite often as we close for buisness since I am one of the last people in office daily
- I have also trained our current salesman and have been helping him grow teaching him the technical side of things so he can also grow into his position so as the company grows we have a stronger team that is better rounded
Document Specialist/Supervisor
Discover Financial Services
11.2014 - 06.2017
- Take calls escalated and legal calls for various situations, advising customers of what options they can take to help their situation and de-escalate
- Inform them of the documents that are needed to appropriately handle their situation
- Weather it is Trust, Power of Attorney, Utma conversion, Deceased acct handling
- Take overflow phone calls, working various processes in down time
- Mentor newer agents
- Update co-workers of new changes to processes and changes as part of communication committee
- Advise upper management of employees feedback of processes and concerns being part of the employee advisory committee
Warehouse Manager
MCGUIRE BEARING COMPANY
02.2013 - 11.2014
- Develop a route for daily deliveries to ensure customers get their orders in a timely manner
- Perform a daily inventory of product that is physically in the building
- Receive, Process all incoming merchandise
- Add freight charges on all incoming and outgoing orders
- Reported to the branch manager regarding objectives, reports, and planned activities
- Pulled orders and packaged them for delivery and shipment
- Go over all orders to ensure products that are packaged are correct according to paperwork and what was pulled
- Create Bids on shipping charges between Truck lines for non local deliveries
- Coordinate with Truck freight companies to pick up orders
- Create Bin Locations and Maintained a Bin Location System and ensured all locations of products were properly located, labeled, and not damaged
- Loaded and unloaded truck using a forklift
- Delivered products when needed
- Maintained warehouse keeping it clean and organized and everything was in working order
- Maintained delivery vehicles
- Communicated with salesmen to develop an agenda of what was expected to be arriving and needed to be delivered over the next week
- Changed out internal workings of parts when needed to make a proper part for salesmen
- Cut down shafts for customers when not being bought in 20' Lengths
- Put away incoming stock orders
Service Writer
BIG O TIRES
09.2011 - 02.2013
- Maintained a high margin of gross profit
- Verified the need for and authorized mechanical repairs as necessary to maintain driver safety and vehicle reliability; recommending appropriate parts, products, and services based on customer's needs and wants
- Ascertained automotive problems and services by listening to customer's description of symptoms; clarifying description of problems; conducting inspections; taking test drives; checking vehicle maintenance records; examining service schedules
- Verified warranty by examining records and papers; explaining provisions and exclusions
- Prepared repair orders by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtained approval signatures; entered repair orders into service database system
- Maintained customer rapport by explaining estimates and expected return of vehicle; obtained customer's approval of estimates; obtained and provided contact telephone numbers; answered questions and concerns; arranged towing and temporary transportation
- Maintained automotive records by recording problems
- Updated job knowledge by participating in educational opportunities; reading manufacturers' publications
Used Car Sales
LARRY H. MILLER USED CAR SUPERMARKET
05.2011 - 09.2011
- Approached and assisted new customers that enter the dealership lot
- Determined the needs of the customer by listening and asking questions
- Performed walk-around with customers and demonstrated features of suitable automobiles
- Effectively closed automotive sales
- Ensured the customer understood the vehicle's operating features, warranty and paperwork
- Maintained an owner follow-up system that encouraged repeat business and referrals
- Reported to the sales manager regarding objectives, reviews, analyses, and planned activities
- Attended training and sales meetings offered by the dealership and manufacturers
- Reviewed sales statistics and actions to determine how to better utilize time, plan more effectively, and improve sales
- Knowledge and understanding of equity and values, automobile depreciation, and federal, state, and local laws that govern auto sales
Service Writer / Retail Sales
4 WHEEL PARTS- Trans American Autoparts
05.2009 - 04.2011
- Maintained a high margin of gross profit
- Verified the need for and authorized mechanical repairs as necessary to maintain driver safety and vehicle reliability; recommending appropriate parts, products, and services based on customer's needs and wants
- Ascertained automotive problems and services by listening to customer's description of symptoms; clarifying description of problems; conducting inspections; taking test drives; checking vehicle maintenance records; examining service schedules
- Verified warranty by examining records and papers; explaining provisions and exclusions
- Prepared repair orders by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtained approval signatures; entered repair orders into service database system
- Maintained customer rapport by explaining estimates and expected return of vehicle; obtained customer's approval of estimates; obtained and provided contact telephone numbers; answered questions and concerns; arranged towing and temporary transportation
- Maintained automotive records by recording problems
- Updated job knowledge by participating in educational opportunities; reading manufacturers' publications
Service Advisor
HERITIAGE VOLKSWAGON
01.2007 - 12.2009
- Maintained a high margin of gross profit
- Verified the need for and authorized mechanical repairs as necessary to maintain driver safety and vehicle reliability; recommending appropriate parts, products, and services based on customer's needs and wants
- Ascertained automotive problems and services by listening to customer's description of symptoms; clarifying description of problems; conducting inspections; taking test drives; checking vehicle maintenance records; examining service schedules
- Verified warranty by examining records and papers; explaining provisions and exclusions
- Prepared repair orders by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtained approval signatures; entered repair orders into service database system
- Maintained customer rapport by explaining estimates and expected return of vehicle; obtained customer's approval of estimates; obtained and provided contact telephone numbers; answered questions and concerns; arranged towing and temporary transportation
- Maintained automotive records by recording problems
- Updated job knowledge by participating in educational opportunities; reading manufacturers' publications
Education
Some College - Graphic And Digital Design
The Community College of Baltimore County
Catonsville, MD2002
Diploma - Graphic Design & Multimedia Communications
Parkville Highschool
Parkville, MD01.2001
Skills
- Automobile systems
- Repair procedures
- Sales
- Presentation skills
- Communication skills
- Organizational skills
- Negotiation skills
- Closing skills
- Ordering and receiving
- Crm systems
- Erp systems
- Microsoft Word
- Microsoft Excel
Personal Information
Work Permit: Authorized to work in the US for any employer
Additional Information - Highlights Of Qualifications
- Experience in explaining service needs of vehicles.
- In-depth knowledge of automobile systems and repair procedures.
- Ability to sell additional services.
- Excellent presentation and telephone skills.
- Strong communication and organizational skills.
Timeline
TECHNICAL SUPPORT AND TRAINING MANAGER
Artec Industries
06.2017 - Current
Document Specialist/Supervisor
Discover Financial Services
11.2014 - 06.2017
Warehouse Manager
MCGUIRE BEARING COMPANY
02.2013 - 11.2014
Service Writer
BIG O TIRES
09.2011 - 02.2013
Used Car Sales
LARRY H. MILLER USED CAR SUPERMARKET
05.2011 - 09.2011
Service Writer / Retail Sales
4 WHEEL PARTS- Trans American Autoparts
05.2009 - 04.2011
Service Advisor
HERITIAGE VOLKSWAGON
01.2007 - 12.2009
Diploma - Graphic Design & Multimedia Communications
Parkville Highschool
Some College - Graphic And Digital Design
The Community College of Baltimore County
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