Sales Customer Service
Resume:
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BUSINESS DEVELOPMENT - SALES & PARTNER MANAGEMENT
Consultative Sales Operations / Project Development / Team Building /
Sales Negotiations / Account Management / Project Management
Results-oriented professional with 15+ years of progressive customer
service, business development and service management experience. Decisive
leader with proven success in developing customer service programs and long-
term leadership for multimillion-dollar service, sales and franchise
organizations. Track record of delighting customers, directing staff, and
spearheading operational improvements to increase service, drive
productivity and reduce costs. Excel in demanding, dynamic environments
while remaining focused and agile. Possess the skills to drive business
growth, capitalize on enhanced revenue potential, and manage all aspects of
daily service operations. Proven ability to develop and implement territory
development success plans, direct large-scale operations and manage a team
of service partners to increase sales.
AREAS OF EXPERTISE
. Strategic & Tactical Planning . Developing
Sales & Marketing Infrastructure
. Product Positioning & Awareness . Strategic Alliances &
Business Partnerships
. Cold Calling / Prospecting . Resource Planning
& Allocation
. Account Development / Acquisition . Cost & Benefit Analysis
/ Quality Control
. Executive Presentations . Team Building
& Visionary Leadership
. Corporate Vision & Strategy . Sales Team
Training / Supervision
PROFESSIONAL EXPERIENCE
SERVICEMASTER - TRUGREEN
Senior Commercial Accounts Manager Aug 2010 - Present
Generate sales revenue by prospecting and adding new commercial service
accounts, as well as cross selling and up-selling current commercial
customers. 85% sales efforts are centered on new business development.
Currently ranked 3rd out of 63 Account Managers in the district, 2nd in
the region and currently performing at 110% of $331K annual budget with
a weekly quota plan. Use CRM resource to manage prospecting and
proposal efforts. Rebuilding efforts resulting in increase of 200% new
customer base and 12 new lawn care partners, compared to 2 years ago
for assigned territory. Sell lawn care programs, service contracts and
complimentary solutions to present and prospective customers through
means of telemarketing and traveling throughout assigned territory.
Develop partner programs and customer satisfaction campaigns. Promote
customer retention and superior service through person-to-person
contact and telephone calls. Maintain current and accurate records on
250+ commercial accounts to include top fifty master account folders,
master prospect list, prospect qualification forms, pricing worksheet,
and on-site property analysis. Maintain proper sales reports,
investigate and collect overdue balances on commercial accounts.
COMPASS MINISTRIES, INC.
Senior Director of Business Development April 1998 - July 2010
Developed a fathering ministry called Compass Ministries, Inc., a
501(c)3 non-profit organization, which provided breakaway adventure
weekends to encourage authentic relationships between dads (civilian
and military), and their kids. Created content, curriculum, program
materials and experiential learning strategies to help dads in their
journey to becoming better fathers. Responsible for oversight of
coaching, training and counseling initiatives. Managed annual operating
budget of $210K. Responsible for all aspects of project management,
program development, sales, fundraising, marketing, volunteer
recruiting, partnership development, customer service, policy creation,
process implementation and compliance with 501(c)3 regulations.
Designed and implemented fathering ministry process to serve the
specific needs of military fathers in Colorado Springs. Supervised
volunteer staff of 30 during 18 father/son and father/daughter weekend
retreats. Ministered to over 1,512 fathers and their children. Lead
operations and strategic direction with full responsibility for bottom
line factors, including long range planning, internal control
improvements and service delivery for commercial cleaning franchise
organization. Provided cross-functional management, sales team
leadership, and provided general oversight of customer retention
efforts. Directed all operations for project support and customer
service, oversee infrastructure improvement projects, as well as
identified and negotiate successful vendor partnerships. Developed and
introduced successful partnerships with new vendors to double the
capacity of the business. Increased customer satisfaction and
confidence through implementation of a customer outreach program and
knowledge management practice throughout the services organization
resulting in a 92% customer satisfaction rating.
ECOLAB, INC.
Senior Territory Manager, Institutional Division December 2006 -
October 2008
In this field sales position, provided personal, reliable B2B customer
service and sales which resulted in exceeding target sales goals of
+110% above budget. Responsible for selling and servicing new accounts
while continuing to grow and service existing (87) accounts.
Aggressively addressed the cleaning and sanitation needs of the
restaurant, lodging, military (USAFA and Ft. Carson), government and
other institutional foodservice customers with innovative custom
cleaning programs. Working independently, I learned customers'
operations, understood their cleaning challenges, and devised cleaning
solutions to meet their needs. I leveraged my mechanical aptitude to
troubleshoot, install and repair dispensers and equipment. Successful
implementation of consultative selling skills resulted in addition of
at least 2 new customers each month and a minimum of 25% new product
growth. Repair of weakened accounts has resulted in a 65% increase
compared to previous year's sales. Total growth rate for 2008 was +38%.
Increased sustainable / green product sales by 65%.
NORTHWAY LANDSCAPES
Owner / Manager of Lawn Care & Landscaping May 1990 - July 2003
Responsible for all sales, operations and management aspects of an
independent, residential lawn care / landscaping business. Successfully
developed account base of 152 customers. Solid rapport-building skills
and dedication to exceeding customer expectations resulted in 98 to 99%
retention rate per season. Trained and managed 3 lawn maintenance crews
and averaged 22% increase in sales each year and retained all existing
and newly acquired customers.
BELLSOUTH.NET
Sales Manager of Channel Marketing - October 1997 - January 1999
Recruited, trained and managed sales development with 42 channel partners
for the Team One channel distribution program. Products sold included
commercial dedicated Internet/intranet products and services (Dedicated
Internet Access, Frame Relay, DSL, ISDN, 128K LAN, Web Hosting, VPDN, MRS
and LAN/WAN Network Managed Solutions). Consistently achieved all sales
and performance goals-ranked among top 5% of all channel managers.
CERTIFICATIONS AND PROFESSIONAL DEVELOPMENT
Strategic and Consultative Selling - Thomas Wentz
Strategic Selling - Advanced Series - Heiman/Miller/Sanchez
Large Account Management Process - Heiman/Miller
Sales Account Planning - IMUA Company
Psychology of Customer Service - Brian Tracey
MILITARY SERVICE
U.S. ARMY AIRBORNE RANGER (LRRP-RECON)
E-4 (Platoon Leader/Squadron Leader) - August 1986 - April 1990
Served as a member of elite Army Ranger, Long Range Reconnaissance unit
specializing in hostage evacuation and terrorist response. Received
numerous achievement awards. Honorable discharge.
EDUCATION
Georgia State University - Atlanta, GA - December 1996
B.I.S. degree in Interdisciplinary Studies
Concentration: Management, Marketing, Psychology and Sociology
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