The New Universe

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Patrick Hester

Updated: July 27th, 2008

Patrick Hester
2301 E Fremont Ave #W8
Centennial, CO 80122
720-838-7449
(patrick_hester 2002 at yahoo.com) (No Spam please)

PROFILE:
Fifteen years of solid Customer Service across diverse industries. Fifteen years in various levels of IT Support and Service. Thirteen years management experience over small and large departments. Thirteen + years advertising and marketing experience. Proficient in multiple operating systems and software packages. Proven leadership abilities and troubleshooting skills. Fast learner and easily adaptable to any situation.

SKILLS:
Visual, Written and Verbal Communication. Sales and Marketing. Client Management. Employee Management. Project Planning/Management. Internal and External training. Documentation Creation. Software and Hardware Installation and Support. EDI. Troubleshooting. Organization. Independent Trouble Shooting. Budget Planning. Itinerary Planning. Expense Reporting. Accounting Procedures. Self Starter. Customer Service.

SOFTWARE:
Quark Express, Adobe PageMaker, Adobe PhotoShop, Adobe Illustrator, Adobe Acrobat Professional, Adobe InDesign, Pages, Keynote, iLife, Corel Ventura Publisher, Corel Draw, Corel Photo Paint, Macromedia Flash, Macromedia Freehand, Microsoft Outlook, Microsoft Word, Microsoft Excel, Microsoft Access, Microsoft Project, Microsoft PowerPoint, Microsoft FrontPage, Microsoft Visio, Microsoft Internet Explorer, Microsoft Publisher, Microsoft Solomon, SCO Real World, Windows OS, Mac OS X, Unix OS, Mozilla Firefox, Mozilla Thunderbird, Eudora, BBEdit.

WORK EXPERIENCE:

Currently: Universal Lending Corporation, a Mortgage Banker, Denver, CO
Marketing Director

Tasked with bringing the company into the web age by implemeting Email Marketing, Database Marketing and new Web Technologies company wide. Additionally, tasked with providing web and print marketing services across divisions, providing internal marketing to employees, working with HR, Managers and individual Sales People to ensure quality marketing across all channels.

 

1/2006 – 5/2007 The Agent Workshop, Littleton, CO
VP, AgentAssist (Customer Service)

As the VP of the AgentAssist department, I oversaw all aspects of client support and satisfaction and was responsible for minor Operations duties in maintaining a productive office environment. My department was responsible for the initial setup, training and ongoing support for our proprietary web systems including: a branded web presence, branded email, integrated contact management and branded marketing solutions. We were also responsible for some penetration sales during the training and support process.

Additionally: I supported the A/R department processing invoices and payments, performed software testing, wrote all of the documentation for the proprietary software systems, trained both employees and clients on the use of software products onsite and in the field, supported the department by answering overflow inbound calls and managed a support staff of six employees and two ‘in the field’ photographers.

Lastly, I organized and implemented offsite, classroom style training sessions for large offices, prepared our offices for transition from our old location to the new site during the recent expansion and oversaw all supplies procurement.

 

4/2004 – 1/2006 Innov8Solutions, USA, LLC Denver, CO
Operations / Customer Service Manager

In the new, re-imagination of Innov8, I was responsible for overseeing all aspects of Customer Service and Operations. I trained clients on the use of the proprietary web procurement system and provided support via email, phone, fax, live internet chat or offsite as needed.

Internal to Innov8, I trained employees, created sales and marketing presentations, wrote documentation including the terms and conditions of sale, shipping, claims and returns policies and acted as internal IT support for both Innov8 and her parent company.

Under Operations I was tasked with: setting up office & warehouse spaces, overseeing warehouse employees, project planning, building new relationships with product & shipping vendors, hardware/software implementation & trouble shooting, light AR/AP, invoicing, processing quotes & orders, placing & tracking orders with vendors (both traditionally and via EDI) while maintaining overall customer satisfaction in accordance with TL 9000 Quality Standards.


1/2004 – 4/2004 Spherion, Denver, CO
Customer Service Representative

As an employee of Spherion, I worked as a contract employee in a call center for a company in the Retail RV Industry called Affinity Group Holding, Inc., whose subsidiaries include: The Good Sam Club, Trailer Life, Coast to Coast and Camping World. As a Customer Service rep I was responsible for handling all inbound calls placed to the different clubs owned by the parent company, changing between different sets of proprietary software, making reservations, taking orders, selling/renewing memberships, trips, magazine subscriptions and auto insurance.


10/2003 – 1/2004 Innov8Solutions USA, LLC, Greenwood Village, CO
Customer Service Representative

Responsible for processing HVAC, Electrical, Telecom and MRO quotes and orders via fax, phone and EDI (Electronic Data Interchange), placing and tracking orders with vendors and maintaining overall customer satisfaction. Also trained co-workers on using software, on EDI standards, provided internal software/ hardware support, installed office equipment as needed, and fostered good relationships with vendors and clients.


2/2003 – 9/2003 Market Websites, Denver, CO
Owner / Operator

Owned and operated a small, discount web hosting provider offering hosting, web design, e-commerce and marketing solutions & services to wholesalers in the after-market appliance parts and HVAC markets. I was attempting to bring an aging industry into the internet age, introducing new sales and marketing tools to a predominantly ‘print only’ industry. I had some moderate successes but sold this business in September 2003 for a small profit.


7/2001 – 1/2003 Gem Products, Inc., Chattanooga, TN
Director of Advertising

Responsible for custom production of in-house advertising materials for a major manufacturer of after market appliance and HVAC parts and accessories, including monthly direct mail and mass fax advertisements, seasonal advertisements, banners, signs, business cards and multimedia content for presentations, trade shows, email and web applications. Produced original artwork and operated a digital photo studio for photographs of all company products. Additionally, I produced an updated product catalog and initiated a centralized advertising database project, storing all product advertising information, including images, product descriptions, tables and charts within a centralized location for ease of access.


10/1999 – 5/2001 Field Warehousing Corp., Knoxville, TN
Examiner

Working out of Knoxville, TN - responsible for representing the company on the road as a Bonded Warehouse Examiner. This included the installation, training and auditing of Field’s Bonded Warehouse Program to HVAC distributors in an 8 state territory. The Bonded program allows wholesale distributors of HVAC equipment to maintain large inventory quantities without having to pay for that equipment until it is sold. As an Examiner, I installed the program, trained the distributor’s agents on the reporting procedures, rules, forms and the use of MS Excel as a reporting tool, and generally oversaw aspects of customer service and satisfaction. I performed physical inventories and worked with the distributor to reconcile those inventories to the records of both the distributor and the manufacturer.


6/1988 – 10/1999 A-PED, Inc, Fresno, CA
Assistant Manager

Responsible for the day to day running of the main branch and advertising and marketing for A-PED Inc., a Wholesale distributor of Appliance parts and HVAC equipment, and 12 affiliated distributors across California. My advertising duties included producing monthly and seasonal direct mail and mass fax advertisements, banners, signs and business cards. Also responsible for the Bonded warehouse program, acting as the Bonded Agent for Field Warehousing and Goodman Manufacturing.

My Operations duties included: opening / closing, data processing, computer system (Unix OS) administration, hardware/software implementation and trouble shooting, customer service, maintaining computerized inventory records in the bonded warehousing program for five (5) branches, receiving, point of sale invoicing, preparation of weekly and monthly sales and inventory reports, preparation of bonded warehousing paperwork, weekly and monthly physical inventories, light accounting, multi-line phone and daily bank deposits.

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Copyright ©2008 Patrick Hester
All works created by me for this site, including works of original fiction, literary works, musical works, pictorial, graphic, motion pictures and other audiovisual works and
or sound recordings are Copyright ©2007-2008 Patrick Hester. All rights reserved.