Customer Relations Manager

SUMMARY

Enthusiastic, versatile leader with exemplary communication and people-skills, a technology background and over a decade of experience in retail, business operations and client relationship management. An efficient project manager leading multi-cultural teams spread across different geographic locations. Highly effective team builder by being responsive and sensitive to different cultures, having lived in the Middle East, Europe, Asia, and US.

OBJECTIVE

Seeking a position of accountability, with the ability to make informed decisions, take appropriate actions, nurture, manage and lead teams towards the vision of the organization resulting in the parallel success of the firm and its employees. Would thrive in the areas of SAP CRM, Business Analysis, Project management, and Sales management.

AREAS OF EFFICIENCY

Customer relationship management Performance analysis and retention

Project management Conflict resolution and counseling

Consultative sales and negotiations Coaching, training and mentoring

HIGHLIGHTS

• Accelerated career progression and reaching executive level from the bottom ranks within 5 years of employment with no prior experience in the industry.

• Implemented training programs, talent development programs and inducted and coached employees who hold key positions within the organization.

• In 2006, drove a program of continuous improvement as part of company initiative based on higher efficiency and lower costs and led to decreasing payroll by 6%, increasing sales by 16%, increasing profitability by 6% and achieved highest ratings for employee and client satisfaction.

• Major contributor in assisting the Midwest and East Coast regions develop cross-cultural awareness and an appreciation of diversity to increase productivity and sensitize management to different interpersonal styles in various cultures.

• Appeared as a special guest to be interviewed by an International television channel which was telecasted in over 97 countries.

• Proficient in 5 languages.

CAREER PATH

Christian Bernard Corporation 1999- Present

Chicago, IL

Regional Director Retail Division

• Overseeing and managing multiple divisions across the Midwest and East coast, reporting directly to the Vice President and CEO.

• Directly responsible for the sales, profitability and the overall effectiveness of the divisions including customer satisfaction and employee development and retention.

• Chief project lead for the development and implementation of the POS and CRM system.

• Authored, conducted in-depth interviews and assimilated pertinent information from all levels of employees for the development of both the POS and CRM systems.

• Conducting organizational assessments and change strategies focusing on integrating people, systems and technology.

• Providing leadership and management to employees in the conceptualization, design and implementation of organizational development and training systems.

• Consulting with top management to provide confidential organizational and individual assessments.

• Interfacing on a regular basis with division managers, reviewing their goals, performance expectations, sales and profitability reports and manpower.

• Implementing talent development programs including researching and negotiating with thirty party vendors such as SuccessFactors.

• Forging a communication link between the executives at the home office and the divisional teams.

Area Project Manager

• Conducted organizational needs analysis; led to restructuring training programs from regulatory to competency-based training and creating career development programs for multiple employee levels.

• Designed and implemented leadership development program that identified the organization’s core leadership competencies and current and future leadership development opportunities.

• Lead teams in assessing complex business issues, collecting and analyzing data to identify root cause and developing appropriate methodologies, processes and tools.

• Conducted a S.W.O.T analysis within the region, which aided in identifying the core competencies and established a training methodology that was subsequently adopted by the entire company.

• Recruited to expand each division’s capabilities in strategic planning, change management, organizational design, capability, and team effectiveness.

Division Sales Manager

• Directly responsible for the sales, profitability, staffing, inventory and client service experience of the assigned division.

• Handled data analysis, product financial evaluations, budgeting and liaised with senior management on employee performance and productivity.

• Responsibility for ensuring compliance to all aspects of Employment Law and overseeing disciplinary procedures and the appeals process.

• Constantly motivated the workforce and established an environment conducive to engaging in business for employees and clients alike, resulting in the highest ratings for employee and client satisfaction.

EDUCATION

Harvard Business School, Boston, MA

Attended a program for executives.

Bradley University, Peoria, IL

Bachelor of Science in Management of Information Systems.

EXCELLENT REFERENCES AVAILABLE UPON REQUEST

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