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Richard Smeltz
“Achieving better results through cross-functional experience”
         Training – Sales – Management – Technical


   Experience

        • Corporate Training
        • Sales
        • Management
        • Technology Consulting
        • Electronics / Mechanical
Richard Smeltz



  Formal Education
    Schools Attended

        Muhlenberg College – Allentown, PA
           http://www.muhlenberg.edu/
                Bachelors Degree – Business
                  Graduated 2006 with Distinction


        Ryder Technical Institute
        (Now Lincoln Tech.) – Allentown, PA
                Associate Degree – Electronics
Richard Smeltz



  Employment History
 Current and Previous Employment



        Iron Mountain

        MarketSource

        Dunn & Bradstreet

        Innovative Control Systems

        Xerox Corporation
Richard Smeltz



  Iron Mountain
 Corporate Training -

        Customer Response Trainer
                SharePoint® administrator for Customer Care website
                Designed user friendly website front end for multiple team
                 Standard Operating Procedure (SOP) access and quick links
                 to many frequently used applications
                Revised format of Standard Operating Procedures that
                 previously required multiple team involvement into a format
                 in which individual representatives could resolve
                 themselves.
                   • Included screen shots and hyperlinks within
                     documentation to improve comprehension and efficiency
                   • Vast improvement in one call customer resolution –
                     Improvement of 63.5% in 6 months
Richard Smeltz



  MarketSource
 Training - Retail

        Account Sales Representative
          Training Retail Store Personnel
                 H   brand products
                      PC’s
                      Printers
                      Peripheral computer products
                Product Demonstrations and Sales
Richard Smeltz



  Dunn and Bradstreet
 Sales – Call Center

        Business Consulting
                Credit Specialist for small business
                Sold services to build, improve, and monitor commercial
                 credit reports and to provide products to mitigate financial
                 risk.
                Developed a work sheet for caller information that provided a
                 valuable tool for follow up activity and proposed product
                 pricing.
                Worked with Marketing Dept. to improve mailers and to
                 ultimately improve sales results.
Richard Smeltz



  Innovative Control Systems
Training – Training development and delivery

        Corporate Trainer
                Developed a training program designed to educate both
                 employees and customers of ICS.
                  • Training program included documentation, presentations, and eLearning
                    material that was distributed to employees and customers.
                  • Developed and delivered regional customer seminar training presentations
                Performed a cross functional roll between departments to
                 improve product quality and reliability that resulted in expedited
                 problem resolution
                Traveled with company Vice Presidents to high profile accounts
                Wrote customer training that resulted in:
                  • A significant reduction in customer problem calls
                  • Improvement in Support Center average call time duration
Richard Smeltz



  Xerox Corporation
 Corporate Training

        Technology Specialist
             Provided Technology and PC support for over 300 service
                 personnel located in central and eastern Pennsylvania
                Planned, organized, and implemented laptop computer and
                 software training
                Developed technology presentations and demonstrations for
                 customers
                Pioneered the structure of a performance information
                 system for field personnel that provided access to selected
                 workgroup performance metrics
                Renegotiated technology related contracts that resulted in
                 an annual saving of more than $10,000
Richard Smeltz



  Xerox Corporation
 Sales
        Marketing/Account Representative (Sales)
             Sold copiers and document creation equipment to major
              accounts in the Lehigh Valley area
             Scheduled customer appointments, cold calling, product
              demonstrations, written sales proposals, and financing
              /lease options were exercised in this sales capacity
             Sold the highest number of units in Sales District the first
              year
        Service Marketing Representative (Sales)
             Sold service maintenance agreements to Xerox customers
              throughout the eastern Pennsylvania area
             Formed the first National Conference Call for Service
              Marketing Sales Reps.
Richard Smeltz



    Xerox Corporation
 Management

        Field Manager - Customer Service
             Managed a service team that provided customer service for
              Xerox brand copiers, fax, and printer products
             Team and staff meetings were conducted frequently as well
              as quality improvement and problem solving sessions
             A balanced effort of reaching corporate business objectives
              while maintaining employee and customer satisfaction was
              continually strived for in daily managerial activities
             Advocated and won support for District service team
              realignment. This realignment included taking existing multi
              product Service Teams and combining them into multiple
              Specialized Product Teams; resulting in reduced training
              requirements and improved product reliability.
Richard Smeltz



    Xerox Corporation
 Technical

        Customer Service Engineer (Service)
          Repaired and maintained copiers and high end
           duplication and publishing equipment
          Setup, repair, and maintenance of digital front end
           computers and scanner equipment
          Work group facilitator and team specialist for
           copier team
          Par Club and Presidents Club awards for
           providing outstanding customer service
Richard Smeltz



  My value add to your company
Good fit – multitalented

        Versatility
                Corporate Training
                Sales Experience – Retail, Call Center, Field
                Management Experience
                Technical – PC’s, Electronics, Electrical Wiring, Mechanical
                Computer Skills – Hardware, Software, Peripherals
        Passion for Excellence
                Consistent quality work
                Customer focused
        Creative
        Reliable
        Personable

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Richard Smeltz Linkedin Presentation

  • 1. Richard Smeltz “Achieving better results through cross-functional experience” Training – Sales – Management – Technical Experience • Corporate Training • Sales • Management • Technology Consulting • Electronics / Mechanical
  • 2. Richard Smeltz Formal Education Schools Attended  Muhlenberg College – Allentown, PA http://www.muhlenberg.edu/  Bachelors Degree – Business Graduated 2006 with Distinction  Ryder Technical Institute (Now Lincoln Tech.) – Allentown, PA  Associate Degree – Electronics
  • 3. Richard Smeltz Employment History Current and Previous Employment  Iron Mountain  MarketSource  Dunn & Bradstreet  Innovative Control Systems  Xerox Corporation
  • 4. Richard Smeltz Iron Mountain Corporate Training -  Customer Response Trainer  SharePoint® administrator for Customer Care website  Designed user friendly website front end for multiple team Standard Operating Procedure (SOP) access and quick links to many frequently used applications  Revised format of Standard Operating Procedures that previously required multiple team involvement into a format in which individual representatives could resolve themselves. • Included screen shots and hyperlinks within documentation to improve comprehension and efficiency • Vast improvement in one call customer resolution – Improvement of 63.5% in 6 months
  • 5. Richard Smeltz MarketSource Training - Retail  Account Sales Representative  Training Retail Store Personnel H brand products  PC’s  Printers  Peripheral computer products  Product Demonstrations and Sales
  • 6. Richard Smeltz Dunn and Bradstreet Sales – Call Center  Business Consulting  Credit Specialist for small business  Sold services to build, improve, and monitor commercial credit reports and to provide products to mitigate financial risk.  Developed a work sheet for caller information that provided a valuable tool for follow up activity and proposed product pricing.  Worked with Marketing Dept. to improve mailers and to ultimately improve sales results.
  • 7. Richard Smeltz Innovative Control Systems Training – Training development and delivery  Corporate Trainer  Developed a training program designed to educate both employees and customers of ICS. • Training program included documentation, presentations, and eLearning material that was distributed to employees and customers. • Developed and delivered regional customer seminar training presentations  Performed a cross functional roll between departments to improve product quality and reliability that resulted in expedited problem resolution  Traveled with company Vice Presidents to high profile accounts  Wrote customer training that resulted in: • A significant reduction in customer problem calls • Improvement in Support Center average call time duration
  • 8. Richard Smeltz Xerox Corporation Corporate Training  Technology Specialist  Provided Technology and PC support for over 300 service personnel located in central and eastern Pennsylvania  Planned, organized, and implemented laptop computer and software training  Developed technology presentations and demonstrations for customers  Pioneered the structure of a performance information system for field personnel that provided access to selected workgroup performance metrics  Renegotiated technology related contracts that resulted in an annual saving of more than $10,000
  • 9. Richard Smeltz Xerox Corporation Sales  Marketing/Account Representative (Sales)  Sold copiers and document creation equipment to major accounts in the Lehigh Valley area  Scheduled customer appointments, cold calling, product demonstrations, written sales proposals, and financing /lease options were exercised in this sales capacity  Sold the highest number of units in Sales District the first year  Service Marketing Representative (Sales)  Sold service maintenance agreements to Xerox customers throughout the eastern Pennsylvania area  Formed the first National Conference Call for Service Marketing Sales Reps.
  • 10. Richard Smeltz Xerox Corporation Management  Field Manager - Customer Service  Managed a service team that provided customer service for Xerox brand copiers, fax, and printer products  Team and staff meetings were conducted frequently as well as quality improvement and problem solving sessions  A balanced effort of reaching corporate business objectives while maintaining employee and customer satisfaction was continually strived for in daily managerial activities  Advocated and won support for District service team realignment. This realignment included taking existing multi product Service Teams and combining them into multiple Specialized Product Teams; resulting in reduced training requirements and improved product reliability.
  • 11. Richard Smeltz Xerox Corporation Technical  Customer Service Engineer (Service)  Repaired and maintained copiers and high end duplication and publishing equipment  Setup, repair, and maintenance of digital front end computers and scanner equipment  Work group facilitator and team specialist for copier team  Par Club and Presidents Club awards for providing outstanding customer service
  • 12. Richard Smeltz My value add to your company Good fit – multitalented  Versatility  Corporate Training  Sales Experience – Retail, Call Center, Field  Management Experience  Technical – PC’s, Electronics, Electrical Wiring, Mechanical  Computer Skills – Hardware, Software, Peripherals  Passion for Excellence  Consistent quality work  Customer focused  Creative  Reliable  Personable