Richard Smeltz“Unsurpassed Passion for Customer Satisfaction” Proven Results • > 63% Improvement in one call customer problem resolution • > 40% Reduction in component customer calls ® • Reinvented SharePoint website into a user friendly and productive tool • Pioneered the structure of a performance information system for field personnel for a Fortune 500 company
Richard Smeltz“Bringing the perfect formula for increasedorganizational performance” Success Formula Cross-functional Experience & Education + Passion for Excellence + Creativity Increased Productivity / Customer Satisfaction
Richard Smeltz“Achieving better results through cross-functional experience” Training – Sales – Management – Technical Experience • Corporate Training • Sales • Management • Technology Consulting • Electronics / Mechanical
Richard Smeltz Formal Education Schools Attended Muhlenberg College – Allentown, PA http://www.muhlenberg.edu/ Bachelors Degree – Business Graduated 2006 with Distinction Ryder Technical Institute (Now Lincoln Tech.) – Allentown, PA Associate Degree – Electronics
Richard Smeltz Employment History Current and Previous Employment Iron Mountain MarketSource Dunn & Bradstreet Innovative Control Systems Xerox Corporation
Richard Smeltz Iron Mountain Corporate Training - Customer Response Trainer SharePoint® administrator for Customer Care website Designed user friendly website front end and added webpages for multiple team Standard Operating Procedure (SOP) access Added quick links to many frequently used applications Revised format of Standard Operating Procedures that previously required multiple team involvement into a format in which individual representatives could resolve themselves. • Included screen shots and hyperlinks within documentation to improve comprehension and efficiency • Vast improvement in one call customer resolution – Improvement of 63.5% in 6 months
Richard Smeltz MarketSource Training - Retail Account Sales Representative Training Retail Store Personnel H brand products PC’s Printers Peripheral computer products Product Demonstrations and Sales
Richard Smeltz Dunn and Bradstreet Sales – Call Center Business Consulting Credit Specialist for small business Sold services to build, improve, and monitor commercial credit reports and to provide products to mitigate financial risk. Developed a work sheet for caller information that provided a valuable tool for follow up activity and proposed product pricing. Worked with Marketing Dept. to improve mailers and to ultimately improve sales results.
Richard Smeltz Innovative Control SystemsTraining – Training development and delivery Corporate Trainer Developed a training program designed to educate both employees and customers of ICS. • Training program included documentation, presentations, and eLearning material that was distributed to employees and customers. • Developed and delivered regional customer seminar training presentations Performed a cross functional roll between departments to improve product quality and reliability that resulted in expedited problem resolution Traveled with company Vice Presidents to high profile accounts Wrote customer training that resulted in: • A significant reduction in customer problem calls • Improvement in Support Center average call time duration
Richard Smeltz Xerox Corporation Corporate Training Technology Specialist Provided Technology and PC support for over 300 service personnel located in central and eastern Pennsylvania Planned, organized, and implemented laptop computer and software training Developed technology presentations and demonstrations for customers Pioneered the structure of a performance information system for field personnel that provided access to selected workgroup performance metrics Renegotiated technology related contracts that resulted in an annual saving of more than $10,000
Richard Smeltz Xerox Corporation Sales Marketing/Account Representative (Sales) Sold copiers and document creation equipment to major accounts in the Lehigh Valley area Scheduled customer appointments, cold calling, product demonstrations, written sales proposals, and financing /lease options were exercised in this sales capacity Sold the highest number of units in Sales District the first year Service Marketing Representative (Sales) Sold service maintenance agreements to Xerox customers throughout the eastern Pennsylvania area Formed the first National Conference Call for Service Marketing Sales Reps.
Richard Smeltz Xerox Corporation Management Field Manager - Customer Service Managed a service team that provided customer service for Xerox brand copiers, fax, and printer products Team and staff meetings were conducted frequently as well as quality improvement and problem solving sessions A balanced effort of reaching corporate business objectives while maintaining employee and customer satisfaction was continually strived for in daily managerial activities Advocated and won support for District service team realignment. This realignment included taking existing multi product Service Teams and combining them into multiple Specialized Product Teams; resulting in reduced training requirements and improved product reliability.
Richard Smeltz Xerox Corporation Technical Customer Service Engineer (Service) Repaired and maintained copiers and high end duplication and publishing equipment Setup, repair, and maintenance of digital front end computers and scanner equipment Work group facilitator and team specialist for copier team Par Club and Presidents Club awards for providing outstanding customer service
Richard Smeltz My “Value Add” to your companyGood fit – multitalented Versatility Corporate Training Sales Experience – Retail, Call Center, Field Management Experience Technical – PC’s, Electronics, Electrical Wiring, Mechanical Computer Skills – Hardware, Software, Peripherals Passion for Excellence Consistent quality work Customer focused Creative Reliable Proven Results