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Being a well qualified communicator with a strong and diverse media sales backgr

ound including client service, exceptional telephone skills, and consultative se

lling I know my experience is a solid match for a position with your organizatio
I strategically planned my work in a challenging multi-task environment, and str
engthened my ability to represent the brand, values, and mission of my employers
. Throughout a career rewarded with ever-increasing responsibilities and advanc
ement, I have:
* Designed and administered innovative training of sales and internal associates
* Developed qualified new clients leads into sales
* Successfully managed and completed tasks and projects against hard deadlines.
During my most recent position I worked as an account executive. I am ready to
continue the discussion of my background and how I may effectively help reach yo
ur goals.
Charles David Hines
604 W. 38th Street (410) 235-5592
Baltimore, MD 21211 (410) 310-8772
Career Summary
Dynamic market support representative with extensive sales experience. Ability t
o work independently, multi-task, manage competing priorities and thrive in a fa
st-paced environment with enthusiasm, high energy and a tremendous work ethic.
Work Experience
WCBM Baltimore, MD Account Executive 2009-2010
Prospected, qualified, and developed selling relationships with advertising clie
nts. Conducted needs analysis interviews to determine clients marketing goals, t
hen presented market research supported sales proposals in order to close new b
usiness for radio station. Wrote effective copy, designed schedules, submitted p
roduction and traffic instructions, also coordinated any promotions or contests
requiring interaction with client.
* Proactively managed marketing programs and promotions, created and executed ev
ents, coordinated manufacturer and dealer association co-op program sponsorships
, created online promotions, and developed sales proposals.
* Ensured all leads were properly and timely forwarded to the appropriate sales
team member for follow-up. Worked closely with other departments to ensure succe
ssful execution of marketing campaigns.
* Met goals for acquisition and customer retention by implementing specific mark
eting programs. Kept management team up-to-date on current issues and status reg
arding accounts*Tracked campaign results in company database.
Arbitron Inc., Columbia, MD Senior Customer Services Consultant 2005- 2009
Assisted broadcasters, ad agencies, and clients in creating reports, sales prop
osals, and schedules using audience data. Provided subject matter expertise and
assisted over 600 clients per month in support of 20 software applications.
* Professionally handled incoming requests and ensured that issues were resolved
both promptly and accurately. Documented all client and internal contacts recei
ved via email, telephone, or web chat detailing problem and resolution.
* Thoroughly and efficiently gathered customer information, assessed and fulfill
ed customer needs and requests. Assisted in tracking order fulfillment and other
duties as assigned.
* Provided quality service and support in a variety of areas including system tr
oubleshooting and interpretation of data. Administered support of issues related
to Internet connectivity.
* Assisted in training all associates on operational processes, applications and
troubleshooting. Partnered with technical teams to refine product features and
develop workarounds, then added to online knowledge base for assisting clients.
Evaluated and identified opportunities to drive process improvements to service
capability. Prepared and presented training modules explaining accepted departme
ntal policies and procedures.
* Served as a key point of contact and resource for sales and technical teams.
Assisted sales team with incoming requests for new services and facilitated a wa
rm hand off to the respective account executives.
* Administered training to critical care clients with software and data issues.
Educated the customer where applicable to prevent the need for future contacts.
* Maintained balance between company policy and client benefit in decision maki
ng, dealing with highly sensitive and confidential information in a discreet and
appropriate manner.
* Updated phone menu prompts to inform clients of company initiatives and availa
ble training opportunities. Made proactive customer calls to ensure customer sa
tisfaction and retention. Gathered and prepared daily, weekly and monthly metric
s for department report.
Additional Work Experience (prior to 2005)
Radio Disney New York, NY-account executive
Propulsion Media Labs Philadelphia, PA-account executive
CBS Radio Group New York, NY-account executive
Oklahoma State University Bachelor of Arts, Radio and Television University of O
klahoma Adjunct Professor NAB, Certified Radio Marketing Consultant