This document is a resume for Richard Smeltz detailing his experience in training, sales, management, and technical fields. It outlines his education including a Master's in Instructional Technology and Bachelor's in Business. It then describes his work history including roles in corporate training, sales, management, and technical support for companies like Iron Mountain, Xerox, and Lehigh Career & Technical Institute where he specialized in areas like instructional design, customer service, and product training.

1. Richard Smeltz
“Achieving exceptional results through cross-functional experience”
Training – Sales – Management – Technical
Experience
• Corporate Training
• Instructional Design
• Sales
• Management
• Technology Consulting
• Electronics / Electro-Mechanical

2. Richard Smeltz
Formal Education
Schools Attended
 Bloomsburg University – Bloomsburg, PA
http://www.bloomu.edu/
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Master’s Degree – Instructional Technology
Expected Graduation 2014
 Muhlenberg College – Allentown, PA
http://www.muhlenberg.edu/
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Bachelor’s Degree – Business
Graduated 2006 with Distinction
 Ryder Technical Institute – Allentown, PA
 Associate Degree – Electronics

3. Richard Smeltz
Employment History
Current and Previous Employment
 Lehigh Career & Technical Institute
 Iron Mountain
 MarketSource / HP Program
 Dunn & Bradstreet
 Innovative Control Systems
 Xerox Corporation

4. Richard Smeltz
Lehigh Career & Technical Institute
Instructor
 Substitute Teacher
 Provide technology and technical
instruction to high school students

5. Richard Smeltz
Iron Mountain
Corporate Training -
 Customer Response Trainer
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SharePoint® administrator for Customer Care website
Designed user friendly website front end for multiple team
Standard Operating Procedure (SOP) access and quick links
to 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

6. Richard Smeltz
MarketSource
Training - Retail
 Account Sales Representative
 Training Retail Store Personnel
brand products
 PC’s
 Printers
 Peripheral computer products
Product Demonstrations and Sales
 Developed New Hire Sales Training
Program
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7. Richard Smeltz
Dunn and Bradstreet
Sales – Call Center
 Business Consulting
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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.

8. Richard Smeltz
Innovative Control Systems
Training – Training development and delivery
 Corporate Trainer
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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
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Performed a cross functional roll between departments to
improve product quality and reliability that resulted in expedited
problem resolution
Promoted the utilization of quality concepts and controls within
the company
Traveled with company Vice Presidents to high profile accounts
Wrote customer training that resulted in:
• A significant reduction in customer problem calls
• Reduction in Support Center average call time duration

9. Richard Smeltz
Xerox Corporation
Corporate Training
 Technology Specialist
 Provided Technology and PC support for over 300 service
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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

10. 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.

11. 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.

12. 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

13. Richard Smeltz
My value add to your company
Experience
 Versatility – Cross-functional background
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Instructional Design
Corporate Training
Sales Experience – Retail, Call Center, Field
Management Experience
Technical – PC’s, Electronics, Electrical Wiring, Mechanical
 Passion for Excellence
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Consistent quality work
Customer focused
 Creative
 Excellent Return on Investment