Ted Pollack Email & Phone Number

Canton, Massachusetts, United States

Malden, Massachusetts, United States

 Worked closely with marketing and sale in developing and running sales campaigns and promotions to boost revenue in season Coordinated with sales in reviewing 100+ potential clients annually by reviewing company KPI, researching territories, and conducting field interviews  Managed launch of Lowes partnership coordinating roadshows in stores throughout the country by setting coverage schedules, collecting all information for ID credentials and ensuring sales tools were purchased and delivered  Organized and conducted 3 major trainings per year across the county to support the launch of new products, policies, review existing products and improve underperforming areas  Onboard 50+ clients annually ensuring all requested documents were received with correct limits, all startup fees processed and account activated  Executed and maintained a comprehensive nationwide sales strategy consisting of 200+ clients  Utilized consultative sales techniques to coach clients on overcoming channel conflicts  Evaluated and recommended programs and procedures for improvement, following up on all modifications/implementation of new procedures  Trained over 100 dealers on using SunSetter’s online tools for order entry, invoicing, sales/marketing strategies and technical support  Analyzed performance reports, identifying KPI and providing coaching to achieve sales targets during quarterly reviews  Renewed entire nationwide client base of 340 locations annually by negotiating contracts based on current performance Managed full life-cycle for client relationship including lead generation, presenting the product, contract negotiations, onboarding, product adoption, sales performance, support and annual renewals  Monitored dealer complaint report daily to resolve issues within company guidelines  Coached clients on best practices for lead management via phone by analyzing reports for KPI

Malden, Massachusetts, United States

 Handled 100+ inquiries from wholesale partners, vendors and customers via phone and email resolving issues in every aspect of program  Acted as subject matter expert for over 300 clients, CSRs and vendors in over 40+ different wholesale policies and processes  Communicated data analysis via phone and email, able to breakdown complex data sets into easily understood business reviews  Spent 2 hours per day resolving customer interactions escalated from a group of 35 CSRs that went beyond front line service capabilities  Administered effective evaluation and testing techniques to assess CSR performance Operated as a trusted liaison between clients, sales, accounting and partners to resolve issues and complete projects  Managed daily work flow of billing and re-billing, follow up on accounts receivable, and resolution of denials and underpayments. Managed dealer invoicing including applying payments to open invoices, auditing credits and debits, sending past due/credit limit exceed notices and handling escalated disputes  Assisted CS Manager and trainers with continuous CSR training by providing regular performance related feedback and writing Knowledge Bowl questions  Worked closely with the Quality Specialists, CS and Sales Trainers and CS Manager to identify KPI misses and create action plans for the CS teams  Utilized agent monitoring to develop improvement opportunities for CSRs and improve overall customer experience  Identified and presented opportunities with client accounts for expanded services and account growth  Created weekly reports distributed to top level executives at Costco and Sears Documented 50+ CS processes and advocated for changes in policies and procedures to streamline customer experience  Managed return authorization process by monitoring returns report, verifying and tracking return information and updating database to release funds

Malden, Massachusetts, United States

 Processed orders for some of the largest companies in the country including Costco, eBay, Lowes, BJ’s and Amazon with payment information and shipping data  Accurately and completely documented over 60 client actions in system per day  Monitored wholesale accounts to assure that operational policies, procedures and guidelines are being followed to the highest levels of satisfaction  Assisted with managing 50+ roadshows annually with Costco warehouses throughout the country by training staff, working with Costco managers, monitoring freight delivers, coordinating dates and entering/editing POs  Developed training materials and web resources for new polices, FAQs and updates  Coached over 35 call center employees on best practices for sales and customer service  Reviewed BBB complaints and maintained an A+ rating status for 3 consecutive years  Provided technical expertise on all company product lines and Somfy Motor Systems  Collaborated with internal departments like sales and accounting as well as vendors to ensure customer satisfaction

Boston, Massachusetts, United States

 Received 5 service awards for superior customer service, teamwork and innovation Responsible for handling 80+ inquiries per day in peak tax season from Pioneer shareholders, agents and banks with accuracy and professionalism Responsible for the establishment and ongoing service of a wide range of retirement and voluntary plans  Processed account maintenance, trades and generated written correspondence