1. Kelly Jon Baker
6782 Ironwood Ave. Boise, ID 83709
kjbakerseven@gmail.com - (208) 850-3950
Objective: To obtain the Sales/Marketing position with your company
HIGHLIGHTS OF QUALIFICATION
● Over 25 years sales/marketing and customer service experience working with people from all ages, cultures, and
economic levels
● Over 25 years management and supervisory experience working with people in sales/marketing, production, and
training strategies
● Promotions and awards for surpassing all sales quotas in advertising, insurance, and the highest conversion rate in
phone sales among all agents in a call center
● Dedicated, honest, and a fast learner with a good sense of humor.
● Team player that leads by example, gets along with others, and will take on any given task with confidence
● Proven ability to work in fast paced atmospheres and high pressure situations
● Always strive to be as knowledgeable as possible in any given position
● Proven ability to handle high volumes of customers in a fast paced environment, with minimum supervision, while
maintaining the highest quality of customer service
● Excellent listening skills, and oral and written communication skills
● Comfortable interacting with all levels of management and the public
● Excellent problem solving and negotiating skills
● Made decisions independently and quickly with minimal escalations
● Experience using various types of tools with efficiency and safety
● Work with focus, patience, and skill
RELEVANT EXPERIENCE
Sales and Marketing/Advertising
● Made presentations to the chamber of commerce and city hall personnel of larger cities and small towns traveling
across the Northwest. Inquired about how the advertising project of restaurant table top and real estate folder
advertising would best fit their communities and what business owners they would recommend to participate
● Designed artwork and photography with business owners logo to create a best fit for location, size, and creativity to
achieve optimum results
● Cold called business owners daily making appointments to fill sales quotas by way of contract under company policy
in a timely manner
● Facilitated presentations to company employees ranging from 5-100 explaining verbally and visually insurance
policies for families and single people
● Developed strategies to sell products and services. Looked at factors like cost
● Analyzed markets for products and services. Studied popular trends and sales forecasts
● Publicized products and services using different factors to attract customers
● Coordinated promotional activities for marketing products and services
● Negotiated contracts with vendors and distributors
Customer Service
● Took inbound calls ranging from 30-50 customers daily selling electricity and natural gas from a supplier in a
deregulated market in a call center environment
● Resolved customer issues ranging over 14 states, involving regulated utility companies concerning rates, refunds,
contract disputes, incentives promised, and legal issues under company policy. Renewal and retention of the
customer was the number one priority
● Phone supervisor and call floor supervisor over 50-75 phone agents daily
● Maintained highest conversion rate of customer sales and satisfaction in the entire company
● Excellent social and communication skills
● Vast experience working both face to face as well as phone service atmospheres
● Achieved first time resolutions for customer concerns

2. ● Excel in the positioning of responses to customer inquiries
● Maintained quality service in fast paced scenarios
● Provided positive experiences while working with customers on a regular basis
● Made decisions in customer retention areas to promote positive experiences for customers
● Changed communication style and customer approaches to each individual based on circumstances
● Built rapport through empathy, assurance, and alignment with customers and their concerns
● Resolved a wide range of customer issues and concerns in a professional manner
● Greeted and interacted with customers over the phone as well as in person
● Proven ability to work with customers that were verbally difficult, always maintained professionalism
● Listened to customer questions/complaints and worked to give them a high level of satisfaction
● Remained calm and professional under stressful situations dealing both with customers and workload
● Received payment in form of checks, debit, and credit cards
● Created an inviting atmosphere for customers
● Offered prompt and friendly service and a desire to satisfy the needs of the customer
● Listened to customers, assessed their needs, and made recommendations according to my analysis, resulting in
happy customers due to my excellent customer service
EMPLOYMENT HISTORY
2013 - August 2015 Sales Agent/Call Floor Supervisor Intelesure Marketing Meridian, ID
2010 - 2013 Insurance Agent/Trainer Aflac Insurance Boise, ID
2008 - 2010 Sales Agent/Industrial Equipment August Industries Inc Boise, ID
2001 - 2008 Sales Agent/Marketing/Advertising Marketing Concepts, Boise, ID