Customer Service Sales
Resume:
DANIEL L. JONES
Miami Beach, FL 33139
******@***********************.***
SALES & ACCOUNT MANAGEMENT EXECUTIVE
Information Technology
EXPERIENCE
JONES EXPEDITION VEHICLES, 2009 - Present
Owner, Consultant
Responsible for Sales, Design and Consulting
. Create an Automotive design and Service company in Miami FL.
. Designed Overland vehicles with clients
. Managed Shop service and build business
. Interfaced with suppliers and clients
INTERNATIONAL BUSINESS MACHINES, 1996 - 2009
Account Executive, 2006 - 2009
Responsible for growing the value of a $11.6 billion company in the
automotive distribution business.
. Improved customer satisfaction among client's customers from 6.0 to
9.5.
. Revamped weekly status calls to include only key personnel.
. Changed key delivery team members.
. Documented SLA's around key metrics.
. Established more effective communication paths.
. Documented numerous processes, including SLA's, timelines, request for
service, change requests, change process, and root-cause analysis.
. Aligned IBM to client's business strategy through aligning team
success to client success for turnaround times and achieving business
metric goals.
. Modified delivery approach through increasing efficiencies, and
therefore work performed for account, while decreasing manpower
servicing account, resulting in avoiding additional charges to
customer.
Software Sales Executive, 2005 - 2006
Member of team selling wide variety of software to IBM's largest business
partner, IBM Global Services.
. Personally increased sales of software to existing account by 63%,
achieving 130% of quota.
. Rebuilt relationships with Project Executives and Client Executives at
strategic outsourcing accounts.
. Leveraged IBM experience with contracts, revenue recognition,
strategy, implementation, and sales.
Client Executive, 2001 - 2004
Member of Northeast Finance Team responsible for the seventh largest bank
in the US.
. Closed 2 10-year international strategic outsourcing deals totaling
$21 million in revenues, an Enterprise license agreement worth $350
million, and a 5-year hardware deal worth over $400 million.
. Activities included responding to RFP's and focusing on infrastructure
team within the bank, the latter accounting for 70% of the revenue IBM
received from the account.
. Identified opportunities for additional projects and revenue in
light of customer's dissatisfaction with IBM's performance.
. Improved relationship with account, then took over IT side of
account, representing 70% of total revenues.
. Closed 3 zSeries transactions in 24 months, worth over $28 million
in incremental revenues.
. Engaged with competitor partners PWC and Accenture to determine how
IBM could grow revenues in new areas of the bank. This successful
growth model is still used today.
Technical Solutions Manager / Client Solutions Executive, 1996 - 2000
Selected to build worldwide practice for Groupware.
. Led 14-person team that designed and built a global architecture then
developed and implemented the sales process.
Daniel L. Jones
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. Generated 1500 users the first year, then grew to over 1 million,
ultimately being integrated in IBM's Global Webhosting and Lotus Notes
strategy. Personally worked with delivery and sales teams in Asia
Pacific and Europe once the business was established in the US.
. Exceeded US growth goals each year, and played key role in growing
revenues to $1 billion in 2000.
H.L. Yoh, 1995 - 1996
Consulting agency that supported tier 1 providers.
Systems Administrator / Team Lead, 1995 - 1996
. Selected to create and build corporate-wide messaging/directory
solution for an Enterprise customer. (Interfacing a distributed Lotus
Notes system with mainframe messaging, directory and, calendaring
services.)
. Built all the processes surrounding a corporate system, including
helpdesk, updates, feeds to other systems, and upgrades, etc.
. Played lead role in selling the new product into corporate business
units. Created and delivered the customer presentation that was
conducted twice monthly in an IBM Executive Briefing Room.
QSoft Corporation, 1993 - 1994
Manager of Customer Service and Product Testing
. Planned and built Customer Service Department, facing an aggressive
deadline, for software product focused on ISO 9000 standards and
Xerox's TQM initiative. Achieved all milestones on schedule, including
product release and implementation of call center.
. Concurrently, inherited IT Department, the development team, and the
consulting group that was focused on Lotus Notes. Successfully
launched product on time and established lucrative Lotus Notes
consulting practice.
EDUCATION
Numerous IBM-sponsored programs, including SSM Selling, Presenting to
Succeed, Customer Conflict and Confrontation, Selling Fundamentals - SSM
Dynamics and Best Practices, Competitive Intelligence: Planning and
Direction, Financial Acumen: Client Business Value Financial Strategies,
Negotiation Tactics, Advanced Negotiation Tactics, MIT Sloan School CIO
Summit.
Business Management Program, University of Phoenix,
Communications Program, State University of New York at Brockport
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