Sales Customer Service

Duane M. Sorensen

*** ******* *****, #*, *******, California 91504

Messages: 949-***-**** . Residence: 818-***-**** . Cell: (818)

***-**** . *************@*********.***

Director of Sales and Operations

Territory Development & Management ~ Customer Service ~ Sales Training &

Leadership

Team Development & Motivation ~ Business Operations Analysis ~ Budget

Development & Management

. Organized and resourceful Retail Sales and Operations Management

Professional with extensive experience driving sales growth and

profitable operation in a variety of hi-tech communications and

electronics companies.

. Well versed in all facets of business operations from sales through

provision of customer technical services.

. Repeatedly demonstrated ability to manage sales and operations in

multiple locations through assembling, training and mentoring high-

performing teams to meet or exceed challenging revenue and profitability

goals.

. Strong track record of assembling and directing Customer Service

Technical teams in the satisfactory resolution of technical problems and

service issues while maintaining highest standards of customer service

and satisfaction.

ADDITIONAL KEY AREAS OF EXPERTISE

Change Management Goal Setting & Performance P&L Management

Analysis

Organization & Start-up Operations Materials Management

Infrastructure

Client & Customer Strategic Planning Continuous Process

Relationships Improvement

EMPLOYMENT BACKGROUND AND ACCOMPLISHMENTS

FLEXTRONICS INC, REGIONAL TECHNICAL SERVICES - Irvine, California 2006 -

2010

Provider of after-sales technical support to a wide variety of retail

companies.

Regional Manager, Southern California

Provided management direction and leadership to 4 District Managers and 150

employees in 28 retail locations in providing technical services and

support to Verizon Wireless customers throughout Southern California.

Maintained complete P&L responsibility, managed hiring, training and

customer service, drove sales to meet or exceed goals.

. Developed and implemented formalized structure for Customer Service

Technicians to also engage in sales resulting in 30% overall sales

increase and increase in CST revenue from less than $15M to more than

$40M.

. Developed and implemented program to standardized and upgrade CST attire,

appearance and professionalism resulting in improved customer perception,

increased employee morale and 20% attrition decrease.

. Developed and implemented an initiative to increase CST headcount in

support of sales growth objectives resulting in 52% billable revenue

increase from $11M in 2006 to $21M in 2009.

. Developed and implemented process for planning, driving, monitoring and

tracking Customer Service Technician sales growth resulting in attaining

top regional sales team status for sales revenue in the Western United

States.

NEXTIRAONE, LLC - Houston, Texas and Southern California 1999 - 2006

Sales and maintenance of PBX equipment to Fortune 500 companies.

District Service Manager

Managed and directed a team of 20 field PBX technicians. Planned and

managed projects and assigned workloads. Selected, hired and trained

service team members. Developed and maintained client relationships,

responsible for quality control, business operations analysis and

continuous improvement.

Duane M. Sorensen Page Two

EMPLOYMENT BACKGROUND AND ACCOMPLISHMENTS (Continued)

NEXTIRAONE, LLC - continued

. Assigned responsibility for developing and maintaining largest company

account; worked with client senior management to plan and implement new

call centers resulting in increasing number of call centers from 11 to 31

with $20M total annual billing.

NUTEK CELLULAR/PAGECELL INC. - Glendale, California 1986 - 1998

Major reseller of cellular telephone service, distributor of cellular

telephone equipment and paging carrier.

General Manager

Managed and provided leadership direction to wholesale and retail sales and

technical services. Selected, trained and led a team of more than 40 in

multiple departments and advised a 300 dealer network. Responsible for

business operations planning, execution and analysis; quality control and

assurance; budget planning and management; expense control and startup

operations.

. Developed and implemented a successful process to drive increase in sales

of wholesale equipment resulting in generating $12M annual sales.

. Planned and led company expansion through build-out, opening and

operation of 3 new retail locations throughout Southern California

resulting in 50% revenue increase.

. Major member of a team of managers and software developers that created

and implemented custom cellular billing software resulting in increased

invoicing efficiency and inventory control.

. Supported major new business venture involving building out a regional

paging system; led successful effort to obtain 21 transmitter licenses

facilitating project completion on time and within budget.

. Successfully negotiated with mountaintop transmitter site owners

throughout Southern California and Nevada to acquire strategic tower

installation locations resulting in timely and on-budget completion of

paging system network.

. Planned and managed major communications system expansion resulting in

establishment of 18 new transmitter sites and creation of a much wider

service area and significantly increased revenue generation.

. Planned and managed successful project to transmit voice mail messages

via paging services resulting in establishment of a new service offering

and 75% paging revenue increase.

EDUCATION

Electronics Engineering Technology, Glendale College, Glendale, California

CONTINUING EDUCATION AND TRAINING

Flextronics, Inc., Professional Manager Development Courses: Building

Relationship Versatility, Situational Leadership, Presentation Skills,

Client Relationship Management, Rapid Decision Making, Motivating for

Results, Optimizing Team Performance, Employee Development Planning,

Selling Skills RTS Management Learning Center, Leading Change, Advanced

Sales Evolution, Counselor Sales, Building an Environment of Trust,

Territory Management, Essentials of Leadership, Adapting to Change,

Influential Leadership, HR and Legal Basics, Managing in a Sales

Environment, Behavioral Interviewing for New Hires, Advanced Interview and

Hiring, Training Reinforcement, RTS Ethics Refresher and Data Productivity.

COMPUTER PROFICIENCY

Microsoft Office: Word, Excel, Access, PowerPoint, Outlook and the Internet

KEY WORDS FOR OPTICAL SCANNING

Materials Management, Inventory Control, Labor Control, Quality Assurance,

Manpower Planning, Purchasing, Machinery Maintenance, Materials Management,

Purchasing, Warehousing, Distribution Operations, Order Processing,

Logistics, Transportation, Traffic Management, Fleet Management, Materials

Handling, Warehouse Layout, Equipment Planning, Direct Sales, New Account

Sales, Territory Development, Field Liaison, Account Maintenance, Sales

Management, Sales Analysis, Distributor Relations, Sales Recruiting, Sales

Administration, CRM (Customer Relationship Management), Customer Relations,

Sales Promotion, Advertising, Market Research & Analysis, Forecasting, Cash

Management, Cost Control, Budgets, Reports, Analysis, Forecasting,

Planning, Project Management, Computer/Telecommunications, Technical

Support, Mgt. Information Systems, Computer Operations, Accounting Systems,

Interface, Training, Supervision, Facilities/Leases, Branch Openings,

Purchasing & Distrib., Project Management, Security, Vehicles/Fleet, Real

Estate Site Selection, Program Planning, Public Relations, Community

Affairs, Association Relations, Recruiting, Training, Evaluation,

Selection, Work Schedule Control, Employee Mentoring, Employee Coaching,

Orientation, Compensation, Benefits, Wage & Rate Analysis, Organization

Planning & Development, Counseling, Safety, Outplacement/Industrial

Relations, Patents, Incorporation, Technical Supervision, Laboratory

Management, Project Management, Basic Research, Product Development,

Product Design, Prototype Engineering, Product Testing, Sales Assistance,

Product Engineering, Electrical Engineering, Design Engineering,

Communications, Technical Writing, Product Applications, Systems Planning,

Electronics Engineering, Security, Regulatory Compliance

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