Resume

Bob Gross

206-818-2421

Bob@bobgross.net

Sales Manager\Customer Service Manager

PROFESSIONAL SUMMARY

Over 18 years of experience in employee development and customer service with over 10 years of management. Have a demonstrated ability to resolve complex customer and employee issues. Dynamic interpersonal and communication skills both on the phone and in person. A dependable resource for superiors, colleagues and customers.

Professional Skills

Customer focused with emphasis on customer retention

Ability to explain complex technical items to the general public

Sales experience using soft sales techniques

Driving sales to exceed plan goals as well as personal goals by being a trusted resource

Employee as well as management resource

Loss Prevention and Inventory control with inventories of up to 3.6 million

Excellent conflict resolution skills

Employee handbook and training outlines for several different companies.

Professional Experience

Prolango

Redmond, Washington

June 2009- Present Account Manager

  • Helping people find jobs by connecting them with real people and not job boards

  • Marketing good people that deserve employment to the right resources

  • Turning into the ultimate resource for hiring managers so that I would be one of the calls they made when they had an opening

  • Developing relationships with Recruiters in order to enhance the experience of Prolango as a resource for them

  • Driving bottom line sales by being in seminars to answer questions afterwards

  • Using social media such as LinkedIn and Twitter to make sure all people in my network knew about the success rate of the Prolango system

Construction Documentation Services

Seattle, Washington

July 2005- March 2009 Field Supervisor

  • Documentation of construction sites for owners of properties.

  • Inspection of Condominiums and commercial spaces to ensure acoustic standards as well as basic code standards were met

  • Developed a broad knowledge of how systems work such as Electrical, Plumbing HVAC, and Acoustic

  • Designed training outlines and standards for field representatives

  • Database entry oversight for 5 construction projects

  • I wrote the Training Manual for field technicians and the Employee Manual

Packet Drivers

Seattle, Washington

July 2006- April 2007 Help Desk

  • Fielded calls and emails with varying degrees of I.T. issues from up to 45 companies a day.

  • Decided which issues were the most severe and therefore got top priority.

  • Answered basic questions relating to I.T. and did some dispatching of services as needed.

  • Co-Managed 3 advanced I.T. representatives as well as maintaining several e-mail queues.

Bob Gross Images

Seattle, Washington

July 2001 – December 2007 Owner

  • Sales lead generation

  • I was responsible for the entire customer experience for my clients

  • Wedding and portraiture photography for the general public

  • Commercial Photography for businesses such as head shots and product photography

  • Basic accounts payable and receivable

Ballard Camera

Seattle, Washington

May 2002 – July 2006 Front counter/Sales associate

  • Demonstrated features and benefits of the newest cameras on the market

  • Explained many computer issues related to digital cameras

  • Coached customers through the first few weeks of owning their first digital camera

  • Responsible for helping customers with placing orders with the lab

Amazon.com

Seattle, Washington

July 1999-May 2001 Customer Service Lead

  • Served as a resource for 70 specialized electronics representatives to solve complex customer and website issues

  • Acted as a liaison between core teams, reps, and project managers on a variety of issues relating to sections of the website

  • Responsible for a bi-monthly digest of issues affecting customer service

  • Helped maintain an escalation e-mail queue to within a 24 hour service level

Education

University of Nebraska, Kearney 1999, B.S. in Broadcasting