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Summary

Experienced Customer Service Representative II with a background in leadership holding over 4 years of demonstrated knowledge/competency in servicing both internal and external customers who consistently meets and exceeds performance standards. Looking to support management in ensuring an efficient and cost effective department by planning, coordinating and supervising all administrative, operative and employee functions as Team Leader I.

Skills
  • Six Sigma Process Improvement Methodologies
  • Strong organizational skills
  • Ability to utilize corporate production and reporting systems
  • Excellent analytical skills
  • Claims, membership and billing inquiry experience
  • Knowledge of Project Management process
  • Problem resolution
  • Coaching and mentoring
  • Performance monitoring
  • Consultation and advisory
Experience
Customer Service Representative (CSRII) 04/2014 to Current Blue Care Network of Michigan Southfield, MI
  • Participates with Quality Improvement Workgroup to increase overall quality scores within the department
  • Analyzed all 2018 4th Qtr quality errors to target CSR common issues and recommended improved systems which will expedite work
  • Created informational material to support servicing of commercial accounts
  • Exceeded organizational metrics and goals (459) by 80% (370) for ACHT over a 6 month period
  • Reduced wrap and documentation metrics by 18% over the same time period
Commercial Sales Manager 04/2014 AutoZone Traverse City, MI
  • Developed, and implemented new and improved systems that increased Commercial sales by over 50%
  • Prepared presentations from statistical reports to present to both internal and external personnel
  • Trained, coached and coordinated 5 drivers to enhance overall efficiency of the Commercial Program
  • Analyzed both routine and non-routine reports for implementation of improved production workflows
  • Represented Commercial Sales division in work group meetings and at annual conference
  • Maintained effective working relationships and high customer service levels with various auto repair shop owners adding multiple new accounts withing my first 3 months
  • Supervised 11-15 store employees as 2nd in command to Store Manager
Education and Training
Six Sigma Black Belt: PROCESS IMPROVEMENT Lawrence Technological University Southfield, MI, United States
Bachelor of Arts: PSYCHOLOGY Albion College Albion, MI, United States
High School Diploma: JUNIOR RESERVE OFFICERS' TRAINING CORPS Charles C. Rogers Military Academy Detroit, Mi

Cadet lieutenant colonel (C/LTC)

This resume is created in 7 minutes.
Professional Summary

Seasoned Sales Manager with over 15 years of experience and proven success in the sales and management. 15 years of Consultative Selling experience with proven ability to successfully articulate and build value in the context of the clients business needs, challenges and industry drivers. Extensive experience in developing aggressive new client acquisition plans to quickly secure long-term contracts and re-occurring revenues.

Skills
  • Business development expertise
  • Revenue generation
  • Project management
  • Excellent customer service 
  • Resourceful nature
  • Documentation
  • Relationship management
  • Verbal/written communication
  • Team Management
  • Excellent Communicator

​​

Work History
Branch Manager, 04/2015 to Current
ADECCO STAFFINGGARDEN GROVE, CA
  • Oversee and Manage the Orange County, Garden Grove office. 
  • Development and maintenance of branch accounts, overseeing P&L's, managing a staff of in-house recruiters and achieving both individual and branch new business quotas.
  • Over Achievement of individual and branch annual sales quota of 1.4M by 32% within first 12 months of employment.
  • Increased gross margins by 10% and profits to a record 30% by reengineering business and marketing plan for branch to better focus on high margin services.
  • Forecast local branch growth, develop attractive cost models, and deliver total service solutions aligned with clients strategic business objectives.
  • Managing budgets, allocating branch funds, and defining financial objectives.
  • Drafting forecasts and business plans, as well as organizing marketing activities and events for the branch.
Business Development Manager, 04/2011 to 04/2015
LABOR READY STAFFINGCOSTA MESA, CA
  • Consistent overachievement in new business revenues.- Surpassed annual sales target of 2.4M, four consecutive years; over 25% (2011-2012) and over 31% (2012-2015).
  • Exceeded sales revenue quotas by developing targeted lead generation strategies, Analyzing industry trends and creating customized marketing plans to acquire new business accounts.
  • Identified and qualified sales opportunities by providing a consultative and value-added approach to develop relationships.
  • Coordinated with the Recruiting & Fulfillment Team to onboard new clients
  • Researched clients' business issues and goals to offer appropriate solutions.
  • Developed new business opportunities by effectively communicating product lines to leading international corporations.
  • Created alternative business plans to improve customer relationships.
Sales Manager, 02/2008 to 04/2011
EZ MORTGAGE FUNDINGTUSTIN, CA
  • Utilized Consultative sales approach in working with mortgage and real estate agents. 
  • Acted as a lead generator for real estate residential mortgage industry. 
  • Met and exceeded monthly sales quota goals between $25,000 and $40,000 in gross revenue.
  • Trained all incoming sales team members.
Commercial Sales Manager, 02/2008 to 04/2011
NATIONAL EQUIPMENT & SERVICES CORPORATIONIRVINE, CA
  • Increased annual sales target of 1.6M by 37.5% (2008-2009) and 39% (2009-2011).
  • Acted as a Subject Matter Expert and advisor in the commercial installation market to develop deep consultative credibility with target accounts.
  • Supported the sales team in writing proposals and closing contracts.
  • Presented customized value proportions and proposals to C-level Decision makers(Door installation, Doc Levelers, corporate contractor repairs) to create new business opportunities. 
  • Developed quarterly and annual sales department budgets and approved all sales staff budget expenditures.
Education
Communications Specialist UNITED STATES NAVY - 8 years
Process: Current
UNIVERSITY OF PHOENIX - CA

This resume is created in 7 minutes.
Summary

Experienced Customer Service Representative II with 4 years of demonstrated knowledge/competency in analyzing complex claims, inquiry processing, and Blue Card processes who consistently meets and exceeds performance standards. Looking to support management in implementing new and improved production workflows to improve customer service levels and overall quality as an Analyst. 

Skills
  • Knowledge of Blue Card
  • Proficient with PC application and/or mainframe systems
  • Ability to utilize corporate production and reporting systems
  • Excellent analytical skills 
  • Ability to analyze complex claims
  • Strong interpersonal skills
  • Effective verbal and written communication skills
Experience
Customer Service Representative 04/2014 to Current Blue Care Network of Michigan Southfield, MI
  • Assist providers, members, agents, CSR's and others with investigating, processing and/or resolving inquiries via telephone, email and written correspondence regarding claims, both professional and facility, benefits, membership, eligibility, materials, provider changes, complex inquiries and more 
  • Processes an average of 20+ transactions each day for timely resolution of problems
  • Exceeded organizational metrics and goals (459) by 20% (375) for ACHT over a 6 month period
  • Reduced wrap and documentation metrics by utilizing procedures
Commercial Sales Manager 02/2013 to 04/2014 AutoZone Traverse City, MI
  • Developed and implemented new procedures and processes which aided in increasing Commercial sales by over 50%
  • Prepared presentations from statistical reports to present to both internal and external personnel   
  • Developed and coordinated 5 drivers to enhance overall efficiency of the Commercial Program
  • Analyzed both routine and non-routine reports for implementation of improved production workflows
  • Represented Commercial Sales division at annual conference
  • Maintained effective working relationships and high customer service levels with various auto repair shop owners
  • Supervised 11-15 store employees as 2nd in command to Store Manager
Customer Service Associate 03/2009 to 01/2012 CSA Hewitt & Associates, P.C Orlando, FL
  • Addressed customer service inquiries in a timely and accurate fashion
  • Demonstrated mastery of customer service call script within specified timeframes
  • Developed effective relationships with call center departments through clear communication
Education and Training
Bachelor of Arts: PSYCHOLOGY 2012 ALBION COLLEGE ALBION, MI PSYCHOLOGY

This resume is created in 7 minutes.
Summary
Since 1986, I have been involved in sales in some fashion. Individual Contributor, Sales Leadership, Sales Training, Mentoring, New Hire Training, Demo Team Leadership, Product Leadership and Client Success Ambassador. Leadership is important as you can find managers fairly easy. Having the talent for Leadership is where I have helped grow many from Individual Contributor to Sales and Other Leadership positions in both small and large organizations.
Skills

Sales Skills:

Sales Leader**Seasoned Sales Professional ** Team Builder ** Relationship Builder at C Suite ** Contract Negotiator ** Proven Record of Achieving Goals**Team "Fixer**

Software Skills:
Human Resources**Payroll**Time and Attendance**Staff Scheduling**Analytics**Patient Classification**Biometrics**Nurse Call**Fire Alarm**Access Control**Talent Management**
Highlights
  • Established track record of exceptional sales results
  • Excellent communication skills
  • Solution Selling
  • Relationships with CFO, COO, CNO, CIO, VPHR, CISO
  • National Account Management
  • Complex project and contract negotiations
  • Experienced Sales and Product Trainer
  • Team Building
  • Team Fixing
  • Active with National HIMSS, CHIME, ASHHRA, AONE and local Chapters
Experience
API Healthcare Hartford, WI Client Ambassador 08/2018 to Current

Returned to API Healthcare for a leadership opportunity to help grow client confidence, increase sales and provide mentorship to sales. 

  • Client ambassador for key clients with substantial recurring revenue. 
  • Assist and mentor sales team and sales leadership in complex workforce management sales pursuits.
  • Point person for aligning new partnerships to aid growth of sales revenue.
  • Retained 4 clients within 120 days securing over $2M in recurring revenue. 
Fortified Health Security Nashville, TN Regional Director 01/2018 to 08/2018
  • Managed Services for cyber security exclusive to healthcare.
  • Calling directly to CIO and CISO roles.
  • New position, growth responsibilities to obtain net new opportunities.
JB Developers El Dorado Hills, CA Vice President Sales and Marketing 03/2017 to 11/2017
JB Developers provides Workforce Management Solutions to healthcare.
  • New role, first sales and marketing role in the company's history working with and reporting directly to new CEO.
  • Market to CIO, CFO, COO, CNO and VPHR community of existing relationships.
  • Initial member of new Leadership Team.
API Healthcare-A GE Healthcare Company Hartford, WI National Commercial Business Leader 01/2016 to 02/2017
  • Assist Zone Leaders and Client Executives with strategic direction to negotiate and close complex software sales opportunities.
  • Work with legal and finance on contract negotiations.
  • Train all new Client Executives on sales process and product.
  • Manage/cultivate partnerships to enhance sales offerings.
​​Leading technology provider of Workforce Management Solutions exclusive to healthcare. KLAS leader over 13 years.
API Healthcare - A GE Healthcare Company Hartford, WI East Zone Manager 01/2015 to 01/2016
  • Hire and Lead Team of 7 Client Executives
  • Operating Plan over $22 Million
  • 100% of Plan for year
  • Top Performing Leader of all Zones
API Healthcare Hartford, WI Vice President Healthcare Solutions 01/2013 to 12/2014
  • Negotiate technology contracts with General Counsel.
  • Train new sales associates in methodology and software solutions.
  • Ambassador to prestige and at risk clients.
  • Repair and Mentor team of Product Specialists for software demonstrations.
  • July 2014, VP Sales for Southern Region Client Executives at request of new VP Sales.
API Healthcare Hartford, WI Vice President Sales - East 08/2009 to 12/2012
  • Interview, hire and train team of Client and New Business Account Executives.
  • Worked directly with CEO and VP Sales to deploy new sales methodology. 
  • 2012 team quota $14 Million, exceeded plan. Record
  • 2009 thru 2011, achieved no less than 90% of plan each year while building team.
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API Healthcare Hartford, WI Account Executive-Eastern U.S. 10/2003 to 08/2009
  • Personally perfomed software presentations to executives
  • Top producer 2008 and 2009, over 125% each year.
  • Over 100% plan 2004 thru 2007.
CINCINNATI TIME SYSTEMS Cincinnati, OH Sales Leader/Account Executive 04/2002 to 09/2003
  • Regional provider of Time and Attendance and Access Control systems.
  • Dual role. Reported directly to CEO.
  • Grew sales team and train new executives.
  • 130% plan in 6 months at 40% margin.
SIMPLEXGRINNELL Gardner, MA Regional Sales Manager 01/1997 to 01/2002
  • 1997 and 1998. Given challenge to build sales team from scratch. Team was 13 reps over 12 states
  • 1999 thru 2002. Achieved team quota all 3 years. 
Life Safety Account Rep 01/1993 to 12/1997
  • Developed relationships with Architects and specifying engineers.
  • 100% Club Qualifier 4 out of 5 years.
Individual Contributor-Life Safety and Time Equipment Sales 02/1986 to 12/1992
  • 100% Club qualifier all six years in this position.
  • Top quota achiever in United States 1989, 156%.
  • Top quota achiever in region 1992, 145%.
Education
Diploma-One Year: Drafting Technology 1982 Louisville Technical Institute, Louisville, KY