Brian Baird
Easley
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Experience Executive
GrayMatter
Pittsburgh
01.2025 - Current
- Assisted customers in resolving inquiries and issues effectively.
- Collaborated with team members to enhance customer service processes.
- Maintained accurate records of customer interactions and feedback.
- Supported product knowledge training for new team members.
- Engaged with customers to gather insights on experience improvements.
- Utilized CRM software to track customer interactions and follow-ups.
- Responded promptly to customer emails and phone inquiries daily.
- Facilitated communication between departments to address customer needs efficiently.
- Responded to customer concerns and implemented changes to accounts to resolve issues.
- Analyzed customer data and generated reports for management review.
- Created and managed customer loyalty programs to increase repeat business.
- Evaluated current systems and procedures to identify potential improvements in the customer experience.
- Identified opportunities for process automation within the Customer Experience department.
- Organized training sessions for employees on how best to interact with customers.
- Designed rewards programs that incentivize customers based on their level of engagement with our brand.
- Generated creative ideas for enhancing the overall user journey across digital platforms.
- Prepared presentations on new strategies or initiatives related to improving the customer experience.
- Assisted in developing policies that govern interactions between customers and staff.
- Ensured compliance with all relevant laws regarding consumer protection.
- Managed a team of Customer Service Representatives responsible for providing excellent service levels.
- Established metrics to measure performance of the Customer Experience team.
- Maintained positive relationships with customers by responding promptly to their requests.
- Developed processes for handling escalated customer inquiries efficiently and effectively.
- Collaborated with departments such as marketing, sales, product development, and engineering to ensure customer satisfaction.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Supported sales team members to drive growth and development.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Updated databases with new and modified customer data.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Promoted available products and services to customers during service, account management and order calls.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Strengthened customer retention by offering discount options.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Took special orders in person and over telephone, generating additional revenue every month.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Outside Sales Representative
GrayMatter
Pittsburgh
01.2020 - Current
- Developed relationships with potential clients to expand customer base.
- Conducted product demonstrations to showcase features and benefits.
- Managed sales presentations to effectively communicate value propositions.
- Collaborated with team members to align on sales strategies and goals.
- Utilized CRM software to track leads and manage customer interactions.
- Attended networking events to promote brand awareness and connect with prospects.
- Responded promptly to customer inquiries and provided product information.
- Maintained knowledge of industry trends and competitor offerings for informed selling.
- Followed up with customers after sale and delivery to ensure satisfaction and resolve any issues that arise.
- Negotiated prices and set up contracts to finalize sales agreements.
- Responded promptly to customer inquiries via phone or email.
- Conducted site visits to assess needs, demonstrate products, and recommend strategic solutions for customer requirements.
- Educated customers on product features and technical details to highlight benefits.
- Obtained sales leads through networking groups, referral partners and face-to-face sessions with companies.
- Demonstrated products to potential customers and answered questions to close sales.
- Maintained knowledge of current product offerings and pricing structures.
- Managed accounts by providing solutions that best fit the customer's needs.
- Organized sale calls with customers and vendors.
- Researched potential clients, identified decision makers and developed relationships with them.
- Generated sales by prospecting, negotiating contracts and closing.
- Conducted customer needs analysis to deliver relevant products or services.
- Gathered data on competitors' products, prices, and sales techniques.
- Met regularly with team members to discuss progress towards goals.
- Collaborated with other departments to complete sales transactions.
- Provided technical support to existing customers regarding product usage and installation.
- Utilized upselling techniques to maximize revenue.
- Maintained open communication with leadership to facilitate business development.
- Liaised with vendors to coordinate delivery schedules and promote customer satisfaction.
- Generated leads per week and pursued appointment opportunities to convert prospects into new customers.
- Developed promotional materials such as brochures or flyers for marketing purposes.
- Calculated production, delivery, and installation costs to provide customers with accurate quotes.
- Analyzed sales performance metrics such as conversion rates, average order size.
- Conducted market research to identify new opportunities and develop target customer profiles.
- Provided training sessions for new staff members on sales processes and procedures.
- Adhered strictly to all applicable laws governing business operations in assigned territory.
- Collaborated closely with internal departments to ensure successful execution of campaigns.
- Monitored industry trends and kept abreast of new developments in the marketplace.
- Prepared detailed reports on sales activities including forecasts and budgets.
- Developed and maintained relationships with clients to ensure repeat business.
- Drove sales of company products and services by meeting with customers using strategic and organized approach.
- Greeted and assisted customers to foster positive experiences.
- Operated register, handled cash and processed credit card transactions.
- Maintained well-stocked and organized sales floor with latest merchandise to drive sustained sales revenue.
Sales Manager
Paradise Home Improvement
Greenville
01.2017 - 01.2020
- Managed sales team to achieve monthly sales targets.
- Developed training programs to enhance team product knowledge.
- Built strong relationships with clients to drive customer loyalty.
- Analyzed market trends to identify new sales opportunities.
- Coordinated promotional events to increase brand visibility.
- Implemented CRM software for tracking customer interactions.
- Conducted performance evaluations to improve team effectiveness.
- Collaborated with marketing team on lead generation strategies.
- Managed daily operations of sales department, including supervision of staff members.
- Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
- Established relationships with key clients, while maintaining existing customer base.
- Performed sales consultations and educated clients on products and services.
- Trained, coached, and mentored junior sales personnel to ensure success in their roles.
- Created and presented monthly reports to management on sales performance.
- Achieved company growth and brand development through market expansion and sales.
- Provided technical support for customers when needed, answering questions about product features and capabilities.
- Established new accounts and serviced existing accounts maintaining professional relationships.
- Conducted regular meetings with staff members to review goals and objectives for the quarter and year.
- Maintained accurate records of all transactions between customers and company representatives.
- Analyzed customer data to identify trends, preferences, and opportunities for growth.
- Developed pricing strategies that would maximize profits while still remaining competitive in the market.
- Collaborated with marketing team to create promotional materials for target customers.
- Participated in negotiations with vendors regarding product purchases or contracts.
- Analyzed data to identify trends in customer behavior and develop plans accordingly.
- Assisted senior management in developing long-term strategic goals for the company's growth.
- Implemented process changes to streamline sales department workflow.
- Resolved customer complaints regarding sales and service.
- Supported sales team members to drive growth and development.
- Enhanced sales volume through skilled support to both new and inactive customers.
- Directed and coordinated products, services and sales activities.
- Led sales planning, development and account management to grow existing accounts and establish new sales accounts.
- Established ambitious goals for employees to promote achievement and surpass business targets.
- Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
- Built sales forecasts and schedules to reflect desired productivity targets.
- Oversaw regional and local sales managers and staff.
- Gained market share in new sales performance through aggressive team training.
- Used change methodologies to increase sales and led projects for increased productivity.
- Met with sales and design departments to determine project road maps and create unique products to drive profitability and champion brand.
- Coordinated Daily Field Reports (DFRs) and distributed to clients.
Outside Sales Representative
Paradise Home Improvement
Greenville
01.2014 - 01.2017
- Developed relationships with potential clients to expand customer base.
- Conducted product demonstrations to showcase features and benefits.
- Managed sales presentations to effectively communicate value propositions.
- Collaborated with team members to align on sales strategies and goals.
- Utilized CRM software to track leads and manage customer interactions.
- Attended networking events to promote brand awareness and connect with prospects.
- Responded promptly to customer inquiries and provided product information.
- Maintained knowledge of industry trends and competitor offerings for informed selling.
- Followed up with customers after sale and delivery to ensure satisfaction and resolve any issues that arise.
- Negotiated prices and set up contracts to finalize sales agreements.
- Responded promptly to customer inquiries via phone or email.
- Conducted site visits to assess needs, demonstrate products, and recommend strategic solutions for customer requirements.
- Educated customers on product features and technical details to highlight benefits.
- Obtained sales leads through networking groups, referral partners and face-to-face sessions with companies.
- Demonstrated products to potential customers and answered questions to close sales.
- Maintained knowledge of current product offerings and pricing structures.
- Managed accounts by providing solutions that best fit the customer's needs.
- Organized sale calls with customers and vendors.
- Researched potential clients, identified decision makers and developed relationships with them.
- Generated sales by prospecting, negotiating contracts and closing.
- Conducted customer needs analysis to deliver relevant products or services.
- Gathered data on competitors' products, prices, and sales techniques.
- Met regularly with team members to discuss progress towards goals.
- Collaborated with other departments to complete sales transactions.
- Provided technical support to existing customers regarding product usage and installation.
- Utilized upselling techniques to maximize revenue.
- Maintained open communication with leadership to facilitate business development.
- Liaised with vendors to coordinate delivery schedules and promote customer satisfaction.
- Generated leads per week and pursued appointment opportunities to convert prospects into new customers.
- Developed promotional materials such as brochures or flyers for marketing purposes.
- Calculated production, delivery, and installation costs to provide customers with accurate quotes.
- Analyzed sales performance metrics such as conversion rates, average order size.
- Provided training sessions for new staff members on sales processes and procedures.
- Conducted market research to identify new opportunities and develop target customer profiles.
- Adhered strictly to all applicable laws governing business operations in assigned territory.
- Collaborated closely with internal departments to ensure successful execution of campaigns.
- Monitored industry trends and kept abreast of new developments in the marketplace.
- Prepared detailed reports on sales activities including forecasts and budgets.
- Developed and maintained relationships with clients to ensure repeat business.
- Drove sales of company products and services by meeting with customers using strategic and organized approach.
- Greeted and assisted customers to foster positive experiences.
- Operated register, handled cash and processed credit card transactions.
- Maintained well-stocked and organized sales floor with latest merchandise to drive sustained sales revenue.
- Conferred with management to offer feedback on operations and promotions based on customer preferences and purchasing habits.
- Reset store displays for special events and seasonal merchandise changes.
- Recruited, hired and trained new hires to optimize profitability.
- Recognized security risks to properly handle situations.
- Engaged casual shoppers to provide information about featured products and recommend merchandise, driving sales opportunities.
- Analyzed sales space capacities based on system parameters, securing high stock availability.
- Increased profitability and revenue by identifying customer needs and determining appropriate offerings.
- Posed as models for advertising, artistic creation and display of goods.
Service Manager
Dave & Buster's
Greenville
01.2008 - 01.2015
- Managed daily operations to ensure excellent guest experiences.
- Trained and supervised staff in service protocols and procedures.
- Implemented inventory management practices for food and beverage supplies.
- Coordinated scheduling to optimize team coverage during peak hours.
- Resolved guest complaints promptly to maintain satisfaction levels.
- Monitored cleanliness standards in dining and gaming areas consistently.
- Facilitated team meetings to enhance communication and performance awareness.
- Enforced safety regulations to ensure a secure environment for guests and staff.
- Resolved customer complaints in a timely manner.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Reviewed inventory levels and ordered supplies to keep products in stock.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Motivated and supported employees to maintain low turnover.
- Hired and trained service department staff to drive performance.
- Managed inventory levels of parts necessary for servicing customers' needs.
- Collaborated with customers to offer solutions to service needs.
- Created written estimates and obtained customer consent to proceed.
- Created employee work schedules to keep shifts properly staffed.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Pitched in to complete various duties during peak periods or employee absences.
- Maintained accurate records of all service requests, including resolution times and costs incurred.
- Adhered to customer service standards to foster satisfaction and retention.
- Created standard operating procedures for all service functions.
- Monitored service performance metrics to identify areas of improvement.
- Reviewed customer billing statements for accuracy prior to release.
- Coordinated with other departments within the organization to ensure seamless delivery of services.
- Performed root cause analysis on recurring problems encountered by customers.
- Created detailed reports on service activities for senior management review.
- Monitored employee performance through key metrics analysis.
- Trained new employees on the use of customer relationship management software systems.
- Ensured compliance with applicable laws and regulations related to services provided.
- Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
- Guided department employees on changes from management.
- Developed strategies for improving customer experience through enhanced product features or improved processes.
- Analyzed existing processes for potential cost savings initiatives.
- Implemented quality assurance protocols to ensure timely completion of projects according to customer specifications.
- Provided technical support for hardware and software issues experienced by customers.
- Assisted in the development of marketing campaigns targeted at increasing sales opportunities from existing clients.
- Identified opportunities to increase efficiency through automation or process re-engineering.
- Oversaw daily operations of the service department, including scheduling and workflow management.
- Facilitated communication between the service department and other company divisions.
- Established key performance indicators (KPIs) for the service team to measure success and productivity.
- Developed and implemented service protocols to enhance operational efficiency.
- Negotiated contracts with vendors and suppliers to secure favorable terms.
- Coordinated with sales and marketing teams to develop service offers and promotions.
- Coordinated with the warranty department to process claims and provide customer support.
- Prepared and managed the service department budget, optimizing expenses to increase profitability.
- Established and enforced safety protocols to ensure a safe working environment for all employees.
- Led the recruitment and hiring process for new service department staff.
- Represented the service department in executive meetings, providing reports and insights on performance and initiatives.
- Utilized technology to streamline service operations and improve customer experience.
- Analyzed competitive offerings to ensure the service department remained competitive.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed completed work to verify consistency, quality, and conformance.
- Recruited and trained new employees to meet job requirements.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Proposed or approved modifications to project plans.
- Analyzed business performance data and forecasted business results for upper management.
- Created and managed budgets for travel, training, and team-building activities.
Education
High School Diploma -
Delton Kellogg
Delton, MI06-1993
Skills
- Customer relationship management
- CRM software utilization
- Process improvement
- Customer loyalty programs
- Data analysis
- Client engagement
- Sales strategy development
- Product knowledge training
- Team collaboration
- Performance metrics evaluation
- Problem solving
- Effective communication
- Conflict resolution
- Training and development
- Adaptability
- Complaint handling
- Cross-functional coordination
- Customer feedback analysis
- CRM software proficiency
- Brand representation
- Quality assurance
- Rapport building
- Account updating
- Product education
- Complaint resolution
- Office equipment proficiency
- Problem-solving abilities
- Member account management
- Business development understanding
- Following scripts
- Continuous improvement
- Positive Language Use
- Credit card payment processing
- Stock management
- Multitasking Abilities
- System implementation
- Customer retention
- Tracking complaints
- Microsoft office expertise
- In-store support
- Customer account management
- Reliability
- Stress tolerance
- Written communication
- Database management
- Customer education
- Training development aptitude
- Active listening
- Report creation
- Cross-selling techniques
- Quality control
- Cultural sensitivity
- Transaction processing
- Computer skills
- Schedule mastery
- Client assessment
- Quality assurance controls
- Interpersonal skills
- Persuasion skills
- De-escalation techniques
- Call center operations
- Service upsells
- Data entry
- Merchandise orders and exchanges
- Analytical thinking
- Translation and interpretation services
- Calm under pressure
- Feedback collection
- Decision-making
- Salesforce CRM
- Problem-solving skills
- Trained in Salesforce
- Call metrics
- Excellent communication
- Customer service orientation
- Remote office availability
- Contract development
- Administrative and office support
- Teamwork and collaboration
- Senior leadership support
Affiliations
- Travel
- Camping
- hiking
- cooking
Accomplishments
- Rookie of the year sales
- Salesman of the year
- Innovation award
Certification
- Message Therapy
- management
Languages
English
Professional
Spanish
Limited
References
References available upon request.
Timeline
Customer Experience Executive
GrayMatter
01.2025 - Current
Outside Sales Representative
GrayMatter
01.2020 - Current
Sales Manager
Paradise Home Improvement
01.2017 - 01.2020
Outside Sales Representative
Paradise Home Improvement
01.2014 - 01.2017
Service Manager
Dave & Buster's
01.2008 - 01.2015
High School Diploma -
Delton Kellogg
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