Product Specialist resume examples

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Skillful Product Specialist resume

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Josh Conley Jr
Summary
Strategic Leadership Skills Account Management Project Management Client Relationship Management Performance Coaching Client Development Operations Measuring Performance Leading Teams Training Sales driven Analyzing Data
Skills
  • Microsoft Office
  • Sales Force
  • Aspect
  • Naviance Software
Experience
HOBSONS October 2011 to Current Director
ARLINGTON, VA
  • Responsible for leading a team of seven Client Support Specialists and three Advanced Product Specialists in day-to- day activities through delivering a friendly, caring, superior customer experience.
  • Utilize effective team leadership skills for selection, evaluation, coaching, and training of staff.
  • Identify, develop, and refine key reports that assist the Client Support team in accurately measuring performance, customer satisfaction, response time, and other key performance indicators important to the department's ongoing success.
  • Develop and maintain a metrics dashboard that provides real-time (or near real-time) data on case aging, caseload, or noteworthy trends.
  • Collect, monitor and report key client support metrics for all clients.
  • Deploy new information and analytics capabilities in partnership with IT.
  • More effectively manage risk by implementing early warning mechanisms so that corrective measures can be taken if processes break down in the client experience.
MANPOWER October 2010 to April 2011 Tier 1/Tier2/MSSD Escalations Specialist
BETHLEHEM, PA
  • Responsible for troubleshooting mobile internet devices, enabling the customer to get connected to the internet.
  • Resolved escalation tickets for customers in need of assistance from upper management.
  • Answered inbound customer calls resolving issues ranging from billing, promotions, and returns all while providing outstanding customer service.
RCN July 2002 to June 2010 Customer Maintenance Specialist 3/Migration Supervisor/Dispatcher
BETHLEHEM, PA
  • Responsible for the resolution of customer issues ranging from billing and promotions to installations.
  • Managed daily activities that provision ported telephone numbers from various carriers or ILECs.
  • Supervised the scheduling process to upgrade telephony architecture in all markets.
  • Responsible for the training of new procedural practices for the build out process.
  • Assisted field technicians with any issues during the installation process.
Manager
  • The management and guidance of support specialists with a primary focus of assisting support specialists in exceeding assigned goals in sales and customer service.
  • Design, plan, organize, or direct orientation and training programs for employees and customers.
  • Responsible for the interviewing and hiring employees.
  • Provided prioritization to Product Management and Quality Assurance teams, regarding the defects within the backlog to manage the technical debt.
  • Provided feedback within the Innovative Product Team meetings regarding the enhancing of the Naviance product.
Sr. Support Specialist/Advanced Product Specialist
  • Provided timely, professional, and accurate responses to clients whose question needed escalation from a client support specialist.
  • Managed case work load by monitoring escalation case queue, open case queue and phone queue while addressing all cases in order in which they are received.
  • Assigned geographical area to collaborate with Account Management and Consulting for supporting our strategic district clients.
  • On-Boarding new districts within assigned geographical area to support their successful implementation of the Naviance product including the more advanced areas for implementation such as data automation and single sign-on.
  • Provided feedback to Product Management and Product Engineering departments on common issues and questions from clients regarding enhancements and recommendations for product improvements.
Josh Conley, Jr Client Support Specialist
  • On-Boarding new single school clients to support their successful implementation of the Naviance product.
  • Troubleshooting product issues both individually and with team members to resolve a client's question regarding the Naviance Platform by creating and providing a workaround.
  • Managed daily case load by monitoring email and web case queue in addition to answering inbound phone calls and calling back any voice messages left by clients, ensuring all have been answered.
  • Proactively reached out to "at risk" clients in an effort to successfully implement the Naviance program.
Skills
Account Management, automation, billing, coaching, Consulting, client, clients, customer satisfaction, customer service, client support, Client Support, email, focus, hiring, team leadership, meetings, Access, Excel, Microsoft Office, Outlook, PowerPoint, Publisher, SharePoint, Word, processes, Product Management, Quality Assurance, real-time, sales, scheduling, strategic, telephone, telephony, phone, training programs, Troubleshooting, upgrade

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Job-winning Product Specialist resume

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Alleyne Lett
Summary

Strong academic background and experience in business concepts, business research skills and organizational behaviors critical for success in competitive environments. Knowledge of strategies and theories that lead to business process improvement. Able to analyze processes that influence control and management of organization. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success.

Skills
  • Critical thinking
  • Advanced Excel modeling
  • Superb communication skills
  • Complex problem resolution
  • Advanced problem solving abilities
  • Business process improvement
  • Data mining
  • Data mapping
  • Structured query language (SQL)
  • Database management
  • Trend modeling
  • Programming language R
  • Data modeling and evaluation
Experience
United Parcel Service Phoenix, AZ Lead Product Specialist 06/2018 to Current
  • Strategic planning with internal partners to develop solutions and implement new initiatives
  • Learned about product's technical specifications and accurately explained specifications to customers and work team
  • Collected, tracked and organized sales reports to evaluate current sales territory trends
  • Analyzed business needs across major industries and assisted in determining appropriate resources and strategies
  • Conducted root cause analysis to formulate countermeasures to assigned sales team missteps and improve performance output
UPS Phoenix, Arizona Global Freight Forwarding Account Manager 11/2016 to 06/2018
  • Converted over 85 new opportunities by quantifying value and positioning portfolio advantages
  • Mentored other Sales Representative due to strengths in leadership and success in strategic sales planning
  • Evaluated customers' financial statements to conduct customer pricing analysis
  • Conducted market research to gain insight into competitors and prospective business opportunities
  • Proactively identified and solved complex problems impacting supply chain operation management and business direction
UPS Phoenix, Arizona Small Package Account Representative 11/2014 to 11/2016
  • Daily territory research and prospecting to target competitor accounts
  • Retained at risk accounts through routine follow ups and pricing re-negotiation
  • Created pricing bids in effort to win new business opportunities
  • Reviewed territory performance with Account Executives, and developed strategic plans to target new opportunities and retain existing customers
Education and Training
Master of Science: Business Analytics 2019 Grand Canyon University, Phoenix, AZ
Bachelor of Arts: Psychology May, 2007 Louisiana State University, Baton Rouge, LA
Accomplishments
  • Market Research
    Defined industry segments and identified opportunities in domestic and international markets
  • Account Management
    Managed over 85 new supply chain accounts. Successfully grew targeted revenue by 104% over a 12 month span
  • Strategic Planning
    In-depth analysis followed by strategy targeting key performance metrics, behaviors and products resulting in 17% increase in sales
  • Earned strong performer on annual performance index
  • Led a 15-person team of logistics specialist in achieving 4.5 Million in sales
  • Promoted to lead current site (UPS) international market growth initiative

Top Product Specialist skills

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Experienced Product Specialist resume

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Melissa Schmitt, RT(R)ARRT
Professional Summary

I am a driven, dedicated, highly qualified, innovative solutions leader who thrives in environments of rapid change, while always maintaining focus on the customers experience.  I have a proven ability to establish rapport quickly, and then build and fortify strong, lasting, highly engaged customer relationships.   I have a track record of partnering with business units to define and deliver high customer value features, improved operational efficiency, and create process improvements. I am a superior communicator, with extensive experience leveraging technical knowledge with business acumen to foster effective results. I have advanced expertise in creating strategic road maps, encompassing both business and technology features. I am adept at managing high-profile clients and large-scale projects, as well as managing muli-level employees. From a business relationship standpoint, I am able to negotiate agreements, resolve pain points, and ensure satisfaction and retention. From a technical standpoint, I am adept at assisting clinics while transferring legacy data and systems, migrating and integrating existing systems, and launching first generation technology solutions and workflows.

I have over 20 years experience in senior management in supervision and through the level of Director.   I have proven results in Business Development, Account Management, Clinical Process Improvements, and Client Experience Management. Most recently, I propelled a startup Medical IT company to new service lines and substantial growth.  This accomplishment coupled with  long term achievements has created unique qualifications to bring industry best practices and innovative solutions that benefit the entire organization.

I believe that with all clientele, it is important to first gain a complete understanding of their direction, what they are trying to accomplish with  short-term and long-term goals, and what experience is important to their customers, both internal and external. I promote a company's product or service by providing excellent customer experience, creative solution development, and fostering and maintaining strong relationships built on integrity and trust. These qualities define my business development style, and have been the cornerstone to my successes. If your organization seeks customer improvement and innovative solutions, let's have a conversation about what my abilities can do for you.

Skills
  • Customer experience
  • Relationship management
  • Project Management
  • Accomplished executive leader
  • Healthcare resource and production management expertise
  • Budget creation, execution, and reporting
  • Production and revenue metrics creation and adherence
  • Leadership of Production and Client Managers, Project Managers and support staff of over 100 employees
  • Quality improvement program creation
  • Sales and marketing 
  • New business development
  • Process improvement, planning, and monitoring
  • Training and Development
  • Research and solutions provider
  • Strategic planning
  • Resource management expertise
  • Conflict resoluion
  • New client implementation
  • Savvy negotiator
Work History
Sales Engineering Manager, 07/2017 to Current
DataFile Technologies, LLC Kansas City, MO

    In July of 2017, DFT lost both their Director and Manager of Business Development and asked for me to step in and manage the Business Development Representatives as the companies Sales Engineering Manager.  I have done this in combination with my Client Experience Management role.  
    In this role, I prepare and deliver technical presentations that explain products or services to customers and prospective customers, confer with customers and engineers to assess equipment needs and to determine system requirements,
    collaborate with sales teams to understand customer requirements and provide sales support, secure and renew orders and arrange delivery; plan and modify services to meet customer needs; help clients solve problems with services,
    recommend improved services and workflows to customers showing how changes will lower costs or increase production, and
    help in researching and developing new products.  I also complete all personnel management needs for a staff of 7, including BDR's, Sales Force Administrator's, and department administrative staff.

Client Experience Manager, 02/2017 to 10/2017
DataFile Technologies, LLC Kansas City, MO
Transferred to new department to help facilitate the company-wide launch of the Client Experience program, with the goal to transform a production driven work culture into a customer-centric organization.  Serve as CRM to clinics and hospitals throughout the country, who outsourced daily clinical operations or ad-hoc projects.  Initially responsible for half of client base (over 100 relationships and $5M of annual revenue); evolved to exclusively managing top tier revenue clients (generating $50 -$250K annually). •Focus on execution of company's two primary goals: grow the business (by cross-selling additional HIM services) and retain existing customers (through nurtured, engaged relationships).  Serve as point of escalation for client issues, ranging from: contractual renegotiation; invoicing disputes; expectations not being met during implementation; servicing issues (process, procedural, quality, etc.); and communication problems.  Advocate internally on behalf of clients by disseminating data from NPS and CSAT surveys I conducted, documenting client's viewpoints shared during site visits, regularly held touch point calls, and other vehicles of communication. Engagement with all levels of organization, from C-suite to Ops to Accounting and Production to achieve client satisfaction and retention.  Conduction of on-site visits with dozens of highest revenue clients, executing a presentation of annual Business Review to company's executive team and board members. Provide monthly, quarterly and annual reporting to clients on their volumes, costs, trends, etc. Maintained 100% client retention, while adding  54K in recurring annual revenue by adding services to existing clients.
Director of Clinical Services, 03/2011 to 03/2017
DataFile Technologies North Kansas City, MO

Organized the department in accordance with administrative guidelines in order to provide specified clinical staffing services to meet the legal, organizational, and production staff guidelines.

Skillfully developed departmental goals, objectives, standards of performance, policies and procedures.

Recruited, hired, trained and coached on average of 20 new employees per year.

Oversaw payroll, AP, and AR and verified that proper procedures were followed.

Developed and achieved financial and growth goals for emerging department.

Strategically planned and implemented new methodology and solutions to achieve operational goals and targets.

Continually maintained and improved the company's reputation and positive image in the markets served.

Led management staff and supervisors in producing a business plan that focused on all aspects of facility operations, including setting priorities, production thresholds and role creation and refinement.

Supervised and managed the daily activities of a clinical team consisting of up to 100 clinicians, nurses, and support staff.

Researched, introduced, negotiated and implemented new projects and service lines to expand scope of engagement.

Identified process improvements in the day-to-day functioning of the department.

Initiated audit process to evaluate thoroughness of documentation and ensure HIPAA compliance.

Managed and directed fiscal operations, including planning budgets, authorizing expenditures, accounting, establishing service rates and coordinating financial reporting.

Maintained good communication between department heads, executive staff and governing boards by attending board meetings and synchronizing interdepartmental functions.

Created and maintained computerized record management systems to record and process data and generate reports.

Sold and marketed service lines at conferences and clinic locations, often presenting for executive board members and physician groups.

Radiology Supervisor, 09/2009 to 03/2012
Emergent Care Plus Lee's Summit, MO

Established staff schedules and assignments based on facility needs and equipment availability.

Interviewed, trained, and mentored Registered Radiologic Technologists.

Assisted physicians in multiple exams and procedures in an Urgent Care setting.

Performed clinical nursing duties including patient intake and health history review, charting, procedure assistance, lab testing, vitals, casting and splinting.

Established and maintained systems that safely met patient and employee needs.

Interpreted and communicated new or revised policies to staff.

Routinely collaborated with department managers to correct problems and improve services.

Lead Radiologic Technologist, 06/2004 to 10/2009
Heartland Hand and Spine Overland Park, KS

Skillfully developed departmental goals, objectives, standards of performance, policies and procedures.

Recruited, hired, trained and coached on average of 3 new employees per year.

Interpreted and communicated new or revised policies to staff.

Strategically planned methods to achieve operational goals and targets.

Worked closely with group of spine surgeons to deliver quality x-rays, maintenance of PACS system, and consistent protocols between radiology team.

Radiologic Technologist, 12/1996 to 08/2004
Family Medicine Independence, MO

Sole radiologic technologist for a group of family practitioners. Completed all radiologic exams, assisted medical staff on various nursing duties including labs, EKG\\\\'s, holter monitor placement, patient intake, medication administration and medical records management.

RadNet Product Specialist, 09/2001 to 11/2002
Cerner North Kansas City, MO

Technical support representative for Cerner Millenium RadNet software. Took incoming phone calls reporting software or function failures. Dialed in remotely to client systems to review code breaks and error messages. Worked closely with engineering to provide solutions to clients to be functional as quickly as possible.

Education
Associate of Science: Radiologic Technology, 1996
North Kansas City Hospital School of Radiologic Technology - North Kansas City, MO
Associate of Science: Paralegal, 1990
Rockhurst University - Kansas City, MO