1. Richard Smeltz
“Unsurpassed Passion for Customer Satisfaction”
Proven Results
• > 63% Improvement in one call customer problem
resolution
• > 40% Reduction in component customer calls
®
• Reinvented SharePoint website into a user friendly
and productive tool
• Pioneered the structure of a performance
information system for field personnel for a Fortune
500 company

2. Richard Smeltz
“Bringing the perfect formula for increased
organizational performance”
Success Formula
Cross-functional Experience & Education
+
Passion for Excellence
+
Creativity
Increased Productivity / Customer Satisfaction

3. Richard Smeltz
“Achieving better results through cross-functional experience”
Training – Sales – Management – Technical
Experience
• Corporate Training
• Sales
• Management
• Technology Consulting
• Electronics / Mechanical

4. 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

5. Richard Smeltz
Employment History
Current and Previous Employment
 Iron Mountain
 MarketSource
 Dunn & Bradstreet
 Innovative Control Systems
 Xerox Corporation

6. Richard Smeltz
Iron Mountain
Corporate Training -
 Customer Response Trainer
 SharePoint® administrator for Customer Care website
 Designed user friendly website front end and added
webpages for multiple team Standard Operating Procedure
(SOP) access
 Added 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

7. 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

8. 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.

9. 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

10. 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

11. 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.

12. 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.

13. 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

14. 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
 Proven Results