Sales Manager

Marcia K. Roberts

** ******* ***** (Hudson, OH **236 (440-***-**** (**********@***.***

Accomplished Customer Experience, Service Delivery, and Sales Executive

Summary of Qualifications

Senior Executive responsible for training, managing, and validating service

delivery performance across all customer touch points. Successfully

launched customer -centricity framework through gathered customer insight

and designed process improvements and training material based on the voice

of the customer. Facilitated training to all customer impacting positions

including sales, customer service, and front line operational support.

Highly successful in implementing a customer-focused culture that embraced

change creating long term profitability.

Areas of Expertise

(Leading Change (Process Improvement (Quality

Assurance

(Customer Communication (Operational Metrics/Standards

(Training/Development

(Complaint Resolution (Sales and Margin Improvement (Root

Cause Analysis

(Customer Survey Process (Employee Reward Program (Call

Center Operations (Brand Awareness (Creative Project

Manager (Performance Audits

Career Achievements

o Designed winning entry for the Better Business Bureau Integrity Ethics

Award (large business) for 2008.

o Awarded Top Functional Manager of the Year- 2005

o Received Manager of the Year Award - 1999

o Received Sales Champion Achievement Award - 1997

o Awarded Sales Representative of the Year- Division - 1996

Professional Experience

MC SIGN COMPANY- Mentor, OH 2010-present

(national sign company specializing in service, manufacturing, design, and

installation)

Service Center Director, 6/2010- current

Responsible for leading the execution of all strategic and operational

plans in the Service Center and Inside Sales National Account Team.

o Designed and Implemented a 3 Week New Hire On Boarding Program

o Created an Internal Customer Knowledge Base/ Process Document Library

System

o Identified a 7 Customer Touch Point Communication Process that was

used as a Best Practice by a Customer

o Developed an Order Entry System that increased Managerial Productivity

by 30%

o Implemented a Team Structure for better Account Management Coverage

which resulted in Customer Satisfaction Rate of 93%.

o Designed a Quality Assurance Program that drove Performance

Accountability and Scorecard Reporting.

WASTE MANAGEMENT OF OHIO- Columbus, OH 2002-2009

(leading provider of comprehensive waste and environmental services in

North America)

Senior Manager of Customer Experience, 4/2006- 9/2009

As the Customer's Advocate, responsible for managing all aspects of

our customers' end-to-end experience. Aligned sales, data

processing, operations, marketing, call centers, and our internal

audit process through a strong customer focus. Over sight of all

tools and processes relative to Customer Experience, including

training and development, JD Power customer survey, customer

communications, and customer site visits to ensure 100%satisfaction.

o Trained, Managed, and Audited Service Delivery of Operational and Sales

Processes for hauling districts and all internal

departments

. Trained and Implemented 32 processes/procedures throughout

all aspects of the organization ensuring consistent service

and quality

. Audit, analysis, and review operational process metrics and

goals

. Created a metric scorecard and audit framework where action

plans turned into results

. Operational Scorecard improved from a 2.39 (07) to 2.54 (08)

(scale of a 3).

. Conducted district evaluations and implemented action plans

for improvement

. Built relationships and alliances internally to move the

customer-centric framework forward and change culture

( JD Power Customer Engagement Scores (definitely will

recommend) went from

28% (2007) to 36% (2008).

( Spearheaded Employee Customer Steering Teams at 12

districts within Ohio and all internal

departments

o Directed 55 seat inbound customer service and sales call center

covering over 1 million customers in the Ohio market area

( Quality Scores improved from 1.5 to 3.5 in one year (scale

of a 4)

. Average Speed to Answer improved from avg of 4 mins to below

30 seconds

. Abandonment Rates improved from avg of 12% to below 3%.

. Process Improvements lead to a 32% decrease in complaint call

volume year over year.

. Created and implemented new compensation program for call

center reps

. Designed a metric scorecard that tied directly to behavioral

change and compensation

o Oversight of data entry and account setup team responsible for keying

new accounts

Functional Sales Manager, 8/02 to 4/06

o Responsible for hiring, training, developing, and leading outside and

inside account managers totaling 29 personnel.

( Developed a metric reporting system to ensure

optimum productivity that was

adopted by the entire enterprise

. Chosen to serve on corporate sales compensation design team

for all sales channels

( Created a retention verification process that

ensured customer satisfaction through

quicker resolution

( Hired and trained one of the company's top sales

representatives

( Exceeded sales budget (125% of goal) my first

year with agents that had less than 9

months experience

STATE INDUSTRIAL CORPORATION-Cleveland, OH

2001-2002

(manufactures and distributes a large range of industrial products)

Territory Sales Manager, 05/2002 to 8/2002

o Built an account base by maintaining current customers,

prospecting, and referrals

through proactive field sales. Ranked in top 20 after 1st

month's performance.

Inside Sales Manager, 2/01 to 5/02

PREMIER FARNELL, PLC- Cleveland, OH

1994-2001

Inside Sales Manager, 7/1998 to 1/2001

Team Leader, 4/1997 to 7/1998

Inside Sales Representative, 6/1994 to 4/1997

Education

KENT STATE UNIVERSITY - B.S. Sociology and Psychology

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