Richard Smeltz

• Corporate Training

• Instructional Design

• Sales

• Management

• Technology Consulting

• Electronics / Electro-Mechanical

Experience

“Achieving exceptional results through cross-functional experience”

Training – Sales – Management – Technical

Formal Education

Bloomsburg University – Bloomsburg, PAhttp://bloomu.edu/

Master’s Degree – Instructional Technology Expected Graduation 2014

Muhlenberg College – Allentown, PA http://www.muhlenberg.edu/

Bachelors Degree – Business

Graduated 2006 with Distinction

Ryder Technical Institute – Allentown, PA

Associate Degree – Electronics

Schools Attended

Richard Smeltz

Employment History

Lehigh Career & Technical Institute

Iron Mountain

MarketSource / HP Program

Dunn & Bradstreet

Innovative Control Systems

Xerox Corporation

Current and Previous Employment

Richard Smeltz

Lehigh Career & Technical Institute

Substitute Teacher

Provide technology and technical

instruction to high school students

Instructor

Richard Smeltz

Iron Mountain

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 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

Corporate Training -

Richard Smeltz

MarketSource

Account Sales Representative

Training Retail Store Personnel

brand products

PC’s

Printers

Peripheral computer products

Product Demonstrations and Sales

Developed New Hire Sales Training

Program

Training - Retail

Richard Smeltz

Dunn and Bradstreet

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.

Sales – Call Center

Richard Smeltz

Innovative Control Systems

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

Promoted the utilization of quality concepts and controls within

the company

Traveled with company Vice Presidents to high profile accounts

Wrote customer training that resulted in:• A significant reduction in customer problem calls

• Reduction in Support Center average call time duration

Training – Training development and delivery

Richard Smeltz

Xerox CorporationCorporate 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 CorporationSales

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

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.

Management

Richard Smeltz

Xerox Corporation

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

Technical

Richard Smeltz

My value add to your company

Versatility – Cross-functional background

Instructional Design

Corporate Training

Sales Experience – Retail, Call Center, Field

Management Experience

Technical – PC’s, Electronics, Electrical Wiring, Mechanical

Passion for Excellence

Consistent quality work

Customer focused

Creative

Excellent Return on Investment

Experience

Richard Smeltz