Paul Young Email & Phone Number

Tampa, Florida, United States

Tampa, Florida, United States

During my time in this position, accomplishments include:◆ Led a 24 x 7 support team to provide premier customer service and support for not only DishOut’s products and services, but a wide variety of partner and reseller solutions.◆ Reduced order fulfillment time by implementing new, efficient processes between sales and deployment teams.◆ Improved key support team metrics including a reduction in average wait time, an increase in first-call resolution cases, and a major reduction in call abandonment rate. ◆ Responsible for the hiring, performance evaluations, on-going coaching and development, and scheduling of the support and deployments team.◆ Served as an escalation point for any customer issues that could not be resolved by our Level 1 or Level 2 support team agents. ◆ Prepared regular reports for senior leadership on key support team metrics and discussed challenges, areas for continuous improvement, and staffing needs.

Tampa/St. Petersburg, Florida Area

Oversee the general direction and strategy of the MCFTech Marketing division supporting the core business and affiliates.Lead a team consisting of analysts, researchers, graphic designers, web developers and content writers to conceptualize, develop, and continually update marketing collateral across all mediums including web, social, and print.During my time in this position, accomplishments include:◆ Re-design of company sales collateral including case studies, product sheets, and informational sheets.◆ Re-design of company website to include a clearer picture of services, improved modern design, and improved user experience. Increased web traffic by 21%.◆ Setup and monitor multiple Search Engine Network advertising campaigns.◆ Launched company newsletter.◆ Planned and conducted initial company webinar.◆ Provided high-level business guidance as a member of the senior leadership organization.

Tampa/St. Petersburg, Florida Area

As the Client Solutions Manager, my primary responsibilities were the acquisition of new business via the acquisition of new clients, nurturing relationships with existing clients, and identifying new sales opportunities. Full responsibilities included:◆ Identifying new sales opportunities via existing professional networks, cold-calling, and other traditional lead generation methods.◆ Nurtured relationships with partner technology firms such as Intuit QuickBase, to identify new sales opportunities. Worked collaboratively with these partners to gather requirements for a new Business Process Application, or the improvements to existing applications.◆ Worked directly with potential new clients to understand their technology requirements related to Business Process Application development, integration services, or other technology related services. ◆ Organized and scheduled calls with Sales Engineers to demo our technology solutions, gather additional, deeper requirements.◆ Maintained contact with client to guide them through the sales process, including answering follow-up questions, overcoming objections, and scheduling and running additional requirements gathering or discovery sessions.◆ Prepared sales documents including quotes and statements of work and presented these to clients and potential clients to help them fully understand proposed solution, project cost, and project timeline.◆ Assisted with transition of clients from sales process to project delivery team, including knowledge transfer, project setup, and initial introductions.◆ Nurtured client relationship to help identify any additional improvements or enhancements to their technology solution.◆ Maintained and updated internal CRM, including keeping customer records, opportunity records, and lead records up to date. Also helped create reports and charts for presentation to executive leadership on key performance indicators.

Managed day-to-day operations of Customer Service department consisting of approximately 80 part-time and full-time associates.