Customer Service Sales

Michael L. Terry

**** *. ******** ******

Phone: 602-***-****

Phoenix, Arizona 85018

Email: ****.*******@*****.***

http://www.chandlerhill.com/view/?Mterry

http://www.chandlerhill.com/view/?9546

Profile: More than 20 years experience building and leading organizations.

Highly effective in developing and translating business plans into reality

by introducing and implementing processes, standards and business

strategies that achieve success. A results oriented management style which

capitalizes on the strengths and talents of all team members. An

exceptional problem solver eager to take on new challenges and who thrives

on being accountable for performance.

HIGHLIGHTS OF QUALIFICATIONS

Consistently delivers results in higher sales, profit and customer

satisfaction.

Leader Sales Management Budget Development

Relationship Development Process Improvement Business Continuity

Planning

Financial Analysis Operations Management Project Management

Presentation Skills Forecasting, Strategic System Integration

Planning

Selected Achievements

Built and launched a 24 x 7 world class operations center which involved

analyzing operations, identifying problem issues and establishing

processes; implementation of KPI and innovative marketing strategies,

developed technology transformation, recruited and led staff development.

IMPACT: Increased sales from $2.2 million to $8.8 million in 5 years with

increased annual operating income from a loss of $565k to a $1.2 million

gain. Sold and transitioned over 70 new customers into the operations

center. Increased annual work order volume from 200,000 to over 1 million

with a less than 0.1% error rate.

Created and sold a new service delivery method to retain an existing

customer. Analyzed customer requirements and designed a program to meet

customer requirements. Created new pricing models, processes, technology,

KPIs, training programs and reports which met customer requirements.

Identified and qualified over 5,000 service providers. IMPACT: Retained $20

million of existing customer business. Grew this line of business from $0

to $50 million in contractor spend in 5 years. Expanded the customer base

to over 60,000 locations including customers such as the United States

Postal Service, Kaplan and Nationwide Insurance.

Developed sales and marketing materials to demonstrate company

capabilities. Introduced marketing materials to over 500 people at the CEO

conference. Created PowerPoint presentations, demonstration the web site,

cut sheets, designed a 25 minute video in addition to pricing models for

each of the 10 product lines. Used materials to create a training program

for the sales. IMPACT: Increased customers from 5 to over 70. Created 15%

organic revenue growth within existing accounts. Delivered 3 customer

presentations each week.

Leveraged existing technology to support international customers. Analyzed

customer requirements, identified issues, established processes and KPIS to

measure success. Expanded operations to serve global customers in Europe,

Canada and the Pacific Rim. IMPACT: Avoided $2 million capital spend to

duplicate functionality outside of the United States.

Developed and implemented SOP and computerized tools to support production

scheduling, inventory control and logistics. Designed planning tools,

product coordination within distribution centers and regional co-pack..

IMPACT: Reduced finished goods inventory from 3 weeks to 8 days. Increased

service to sales from 90.2% to 99.4%. Reduced order lead time from 2 weeks

to 2 days. Reduced distress co-packed products by 40%. Decreased finished

goods inventory by 25%, $12 million to $9 million.

Created machine set up, job specifications and production standards.

Developed other product lines utilizing off-quality shorts. IMPACT: Reduced

manufacturing cost by 20% Reduced shorts and seconds by 25% and generated

additional $400k in sales of off quality products.

TECHNICAL APPLICATIONS

Micro Excel, Microsoft Project, Microsoft Word, ISO 9001, Maximo

Bachelors Degree Biology - University of Columbus

Michael L. Terry

4131 E. Glenrosa Avenue

Phone: 602-***-****

Phoenix, Arizona 85018

Email: ****.*******@*****.***

BUSINESS DEVELOPMENT - SALES MANAGEMENT- CUSTOMER SERVICE

Accomplished, highly effective leader with diverse, successful experience

in operations, sales, business development and customer service. A results

oriented leadership style which capitalizes on the strengths and talents of

all team members. Consistently delivers results in higher sales, profit and

customer satisfaction. Excellent communicator who enjoys presenting to

large and small groups.

PROFESSIONAL EXPERIENCE

The Plan Consulting Phoenix, AZ 2010 - Present

Group

Consultant

. Work Management and Business Continuity consulting.

EMCOR Group Inc. Phoenix, AZ 2002 - 2009

Vice President of Operations

. Leadership role in all aspects of business unit including: sales,

customer transitions, operations, human resources, quality, budgeting,

safety and location expansion. Established and communicated the business

unit's vision and strategy to executive level and the team. Developed the

center's strategic direction for deploying its people, processes and

technology in ways which exceeded our customer standards and

specifications. Directed a staff of 150 employees and managed a budget of

$9 million.

. Increased sales from $2.2 million to $8.8 million in 5 years and

increased annual operating income from a loss of $565k to $1.2 million

gain.

. Created and sold a new service delivery model which generated over $50

million spend annually.

. Built robust business continuity plans including hot swap sites, multiple

communication paths and on site uninterrupted power systems.

. Sold and transitioned over 70 new customers into the center, supporting

almost 1 billion square feet of commercial property.

. Led work process standardization resulting in ISO 9002 certification.

Achieved a work order error rate of less than 0.1% on a volume of over 1

million work orders annually. Achieved a customer satisfaction rating of

4.4 on a scale of 5. Developed and implemented KPIs, standards, work

processes, staffing models and scorecards to ensure cost effective

delivery of services.

Communicated, negotiated and resolved problems with customers

executive level management. Prepared and presented sales and

operational presentations to potential and existing customers.

Directed technology and operational improvement team. Developed

and mentored staff.

Johnson Controls Atlanta, GA 1997 - 2002

Operation Center Manager

. Led the development and deployment of a global operations center

supporting over 10,000 locations worldwide. I led a staff 51 employees

and managed a budget of $4 million.

. Built the organization from $0 to $4 million in revenue with an annual

operating income of $557k in 5 years. Established business continuity

plans including multiple communication paths and on site uninterrupted

power systems. Led work process standardization resulting in ISO 9002

certification. Developed and implemented KPIs, standards, work processes,

staffing models and scorecards to ensure cost effective delivery of

services.

Communicated, negotiated and resolved problems with customers.

Managed daily operations of the center to verify compliance to

standards. Prepared and presented sales and operational

presentations to potential and existing customers. Fostered and

mentored staff.

Michael L. Terry

4131 E. Glenrosa Avenue

Phone: 602-***-****

Phoenix, Arizona 85018

Email: ****.*******@*****.***

President Baking Atlanta, GA 1993 - 1997

Senior Manager of Logistics and Customer Service

. Established and led national customer service department responsible for

order entry, promotional pricing validation, customer service, planning

and coordination of finished goods with 4 co-packers, capacity planning

for 7 bakeries and sales of distress products. Supervised staff of 10.

. Reduced pricing deductions from 6% to 4% of sales. Rationalized

production locations which resulted in annual savings of $1.5 million

while increasing capacity by 6 million pounds. Established SOPs for bakery

planners, pricing and promotion, distress products, and product forecasts.

Negotiated $4 million sale of obsolete packing and distress product at a

5% margin. Increased service to sales from 90.2% to 99.4% while reducing

finished goods inventory from 3 weeks to 8 days and order lead time from 2

weeks to 2 days.

Communicated, negotiated and resolved problems with customers,

bakery staff, corporate marketing and procurement. Managed daily

operation of customer order entry center ensuring conformance to

standards.

Sunshine Biscuit Columbus, GA 1990 - 1993

Inventory Control Manager

. Inventory control and production scheduling for four-oven bakery. Product

coordination with distribution centers and regional co-packers to support

regional, national and international sales requirements. Managed $9

million in finished goods inventory.

. Led company in service to sales. Reduced distress co-packed products by

40%. Decreased finished goods inventory from $12 million to $9 million.

Launched installation of computerized production scheduling system.

Planned and scheduled four-oven bakeries and communicated,

negotiated and resolved problems with bakery staff and

procurement.

Smith Terry Cordage Columbus, GA 1987 - 1990

Plant Manager

. Responsible for safety, cost, production, quality and product development

for rope manufacturing plant. Supervised staff of 3 and total team of 40.

. Reduced manufacturing cost by 20% and shorts and seconds by 25%. Created

machine set up, job specifications and production standards. Commenced

installation of 5 twisters, 4 layers, 15 formers and reel manufacturing

operation. Developed polypropylene, polyester, blended ropes and packaged

rope.

Planned and scheduled plant based on customer orders. Resolved

production problems and communicated with customers on orders.

Milliken and Company LaGrange, GA

1982-1987

E Department Supervisor/Manager of Dye Services

Responsible for safety, cost, production and quality for

automotive and decorative fabrics. Supervised staff of 6 and total

team of 38.

Established waste reduction team and achieved a 60% loss to 5 %

gain in 8 weeks.

Reduced off quality by 50% in 12 weeks.

Department Manager of the period - 3 periods.

Supervisor of the year.

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