PHIL WALTON, JR.

1003 SW Ashworth Rd 785-249-0846

Topeka KS 66604 Email:pw113e1d4@westpost.net
SUMMARY
* Capable of handling complex assignments under pressure; able to work with mini
mal supervision.
* Demonstrated outstanding communication skills; accomplished in written and ora
l communications, practical experience in public relations and business protocol
.
* Negotiation with insurance companies, business, and individuals to arrive at r
ealistic and suitable solutions for all concerned.
* Proficient in problem solving through the process of synthesizing multiple sou
rces of information; able to formulate appropriate strategies and establish tang
ible goals and objectives.
* Possess the personal attributes necessary to interact with all levels of an or
ganization (both internal and external) and the public.
EXPERIENCE
HILL'S PET NUTRITION Topeka, KS
Senior Training Nutritional Consultant 5/2009 - Present
* The following is in addition to what is listed under Consumer Affairs Speciali
st and Senior Consumer Affairs Specialist
* Primary trainer for new hires and continuing education of current employees.
HILL'S PET NUTRITION Topeka, KS
Senior Consumer Affairs Specialist 5/2008 - 5/2009
* The following are in addition to what can be found under Consumer Affairs Spec
ialist.
* Responsible for managing work flow.
* Responsible for managing personnel when needed.
* Assist Consultants in escalated situations.
* Handle special projects assigned by management.
* Provide coaching and feedback to consultants as needed.
HILL'S PET NUTRITION Topeka, KS
Consumer Affairs Specialist 1/2008 - 5/2008
* Responsible for evaluating consumer contact information.
* Responsible for categorizing the reason why the consumer is calling.
* Conduct analysis of consumer data.
* Assist in maintaining the department data base system.
* Provide advice to Dietary Management Consultants on consumer interactions.
* Assist in the training of new hires and continuing education of current employ
ees.
HILL'S PET NURTITION Topeka, KS
Consumer Affairs/Dietary Management Consultant 7/2005 - 1/2008
* Handle consumer telephone calls and correspondence effectively, efficiently, a
nd promptly to maximize customer satisfaction.
* Respond to 800# phone and written inquiries from pet owners, retailers, breede
rs, and distributors concerning routine and technical product information, produ
ct complaints, marketing policies, and promotions, in a manner that meets or exc
eeds customer satisfaction.
* Must possess in-depth knowledge of Hill's products and procedures to enable ac
curate and timely response to consumer communications.
* Take necessary steps to keep informed and up-to-date on activities of all Hill
's brands, as well as corporate policies regarding certain issues.
* Report any trends and potential issues in consumer contacts.
HILL'S PET NUTRITION Topeka, KS
6/2000 - 7/2005
Customer Support Center Agent/E-Commerce/Sales Contact Team
* Handle the administrative process of gathering requests for account sign-on an
d passwords.
* Assist clients with e-commerce issues such as trouble with the web site or the
ir password.
* Handle calls from clients inquiring about the web site.
* Provide internal and external customer service.
* Knowledge of promotions is required.
* Follow up and follow through on outstanding issues and concerns.
* Facilitate IPD (Inventory, Planning, and Deployment) meetings on a rotational
and back-up basis.
HILL'S PET NUTRITION Topeka, KS
Customer Support Center Development Team Leader 11/1999 - 6/2000
(A one-time experimental position for the department.)
* Supervise and train 5 - 6 employees in the Customer Support Center as a team l
eader in training.
* Assist in the management of daily team activities.
* Interview employment applicants and make hiring recommendations to team leader
s.
* Assign duties to employees and schedule break periods, work hours and vacation
s.
* Assist team leaders and/or manager with team performance reviews.
* Answer customer complaints and resolve problems, working with other department
s if necessary.
HILL'S PET NUTRITION Topeka, KS
Customer Support Center Agent/Order Acquisition 1998 - 6/2000
* Provide internal and external customer service.
* Implement business processes that meet the needs of the customers.
* Inform customers of new products, price increases, policy changes, and deliver
y changes.
* Communicate with appropriate internal resources to resolve customer needs, whi
ch may include the handling or appropriate routing of credit related needs.
* Follow up and follow through on outstanding issues and concerns.
* Interview employment applicants and make hiring recommendations to team leader
s.
EDUCATION
FORT HAYS STATE UNIVERSITY Hays, KS
B.A. in Political Science
Emphasis in Public Administration
COMPUTER SKILLS
- Windows 2000, XP - Microsoft Word 2000, XP -PowerPoint
- Microsoft Excel 2000, XP