Sales Customer Service

POSITIONING STATEMENT

Seasoned sales and operations specialist with proven cost reduction,

process optimization and change management acumen.

PROFESSIONAL OVERVIEW

Over ten years broad business experience

Seven years of experience with B2B Sales and Relationship Management

Demonstrated excellence in revenue and expense forecasting

Well-versed in the distinguished Miller-Heiman Sales Process

Business, Sales, Finance, Marketing, and Customer Service Expertise

EXPERIENCE

SHL, Longmont, CO September, 2005 - Present

SHL is the world leader in talent measurement. SHL specializes in putting

the right people in the right jobs.

Business Development Manager (January, 2011 - Present)

Role expanded to manage, retain, and grow accounts as well as adding new

clients to the portfolio within a designated territory with a focus on

employers with up to 7,500 employees.

. Sold and supported complex solutions to talent management, performance,

coaching, and employee engagement initiatives.

. Assisted with the transition of processes and accounts during the merger

between SHL and PreVisor.

. Increased year over year territory sales by more than 200% for 2011.

. Strengthened year over year territory sales by 100% for 2012.

. Sales Rep of the Month in May 2012.

. Developed and implemented sales & marketing strategy for my territory by

utilizing custom reports in SFDC.

Inside Sales Consultant (June, 2009 - December, 2010)

Promoted to sales position to manage, retain, and grow 350 accounts as well

as adding new clients to the portfolio. Managed North & South American

accounts with up to 5,000 employees.

. Cultivated relationships with HR executives and consultants.

. Achieved 97% of 2010 quota.

. In 2010, increased year over year revenue in portfolio by 60% in six

months.

. Assisted in sales operations by developing and implementing lead

management processes and procedures.

. Worked in a multi-faceted role including responsibilities in account

management, inside sales, & sales operations.

Team Leader - Client Services (April, 2008 - May, 2009)

Managed and trained the Asia Pacific Client Services shift to provide

exceptional customer service to internal and external clients.

. Implemented the global shared service center, significantly upgrading the

customer's experience and service ratings.

. Prepared the client services team for international clients by educating

on cross-cultural differences.

. Created advanced Excel spreadsheets to manage products across five

regions.

. Developed and implemented monthly call coaching sessions and increased

performance ratings by 10%.

Client Services Consultant (September, 2005 - April, 2008)

. Leader for Client Services team in commissionable sales in 2006 and 2007.

. Contributed to the configuration of the SUN accounting system and its

integration with SalesForce.com.

Quorum Hotels and Resorts, DENVER, CO March, 2002 - May, 2005

Quorum is an independent provider of customized hospitality management

solutions that represents both independent and franchised properties.

Revenue & Reservations Manager - Brown Palace Hotel (March, 2004 - May,

2005)

Responsible for forecasting revenue, setting room rates, managing room

inventory, and coordinating VIP guest arrivals.

. Managed a $20 million+ revenue budget.

. Minimized revenue impact through project management efforts during the

installation of a new Global Distribution System.

. Utilized strategy and problem solving techniques in conjunction with the

National Basketball Association corporate office to ensure accurate VIP

reservations for the 2005 NBA All Star Game.

. Managed, hired, developed and reviewed reservations staff in proper

revenue maximizing techniques.

. Reduced abandon call ratio from 10% to 5%.

. Analyzed revenue reports, profit & loss, forecasts and budgets and

presented findings to senior staff.

. Facilitated weekly yield strategy meetings to discuss product and price

mix strategies.

. Regained the number one revenue position in the downtown Denver market.

Front Office Manager - The Radisson Suites (May, 2003 - March, 2004)

Managed the front desk, bell staff and PBX operators during a franchise

transition and renovation.

. Strategized hotel affairs as part of the leadership and operations

committee.

. Participated with installation, configuration and training of the FIDELIO

property management system.

. Implemented tactical cost cutting measures that saved the hotel $20,000

per month while improving service.

. Proactively advised construction foreman of potential guest issues during

hotel renovation.

. Documented and implemented new standard operating procedures and best

practices.

Assistant Front Office Manager - The Brown Palace Hotel (March, 2002 -

May, 2003)

Supervised front office staff and acted as the Front Office Manager (FOM)

in the absence of the FOM.

. Assisted with the quality assurance testing of FIDELIO software

upgrade.

. Analyzed and compiled weekly occupancy forecast within a 3% variance.

. Problem solved a wide range of guest issues including handling

overbooking situations.

. Managed, hired and coached employees, including two that later became

managers.

Education

Master of Science in Global Management ( Thunderbird School of Global

Management ( Phoenix, AZ

Master of Business Administration (MBA) ( Indiana University ( Bloomington,

IN

Bachelor of Science ( University of Colorado ( Colorado Springs, CO (

Majors: Marketing & International Business

LICENSES ( AFFILIATIONS ( CERTIFICATIONS ( SKILLS

. SHL - Certified Occupational Personality Questionnaire & Testing in the

workplace

. SHL - Work Profile System - Competency Design and Job Analysis

. Proficiency in the following systems: Salesforce.com; MS Excel

(Advanced); MS PowerPoint; MS Word; MS Outlook; MS Access; MS Solomon;

SPSS; Stat Tools Software; Vision Reports; @Risk Software; Crystal Ball

Statistical Software

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