Sales Manager

LUPE J. ALONZO

**** ***** ***** ***** ~ Garland, TX 75044

972-***-**** ****@*********.***

OPERATIONS MANAGER

Broad-based professional with success in owning and operating contact

centers and fulfillment operations servicing diverse vertical markets.

Skilled at managing multiple departments and company assets while

developing and retaining client relations. Effective leader and team

builder dedicated to excellent customer service and delivering quality

solutions. Superior communication skills, easily collaborates with

executive-level clients, associates and vendors. Strategic thinker,

results driven and a tactical problem solver.

( Systems Management ( Process Improvement ( Cost Analysis

and Budgets

( Workforce Management ( Client Relations Management (

Hire, Train and Retain staff

CAREER ACCOMPLISHMENTS

. Established an embedded operations support center, requested and

funded by client.

. Launched the first fulfillment company in Texas to offer e-commerce

services via contact center.

. As the company's first employee, I directed the company's global

operations and grew a pioneering garage startup into an

international publicly traded corporation in 9 years.

PROFESSIONAL EXPERIENCE

EmergeGIS, Inc., Richardson, TX 2004-2010

Embedded software development, sales & customer support center with back-

office services (ESRI-client)

Principal - General Manager

. Collaborated with clients and staff to coordinate multiple projects with

teams located in different geographic regions and countries to meet

implementation timelines of new product launches.

. Developed customer care processes resulting in a 99% customer

satisfaction rate with 28% drop in returns.

. Managed outsourced fulfillment operations to meet production, quality,

logistics and inventory demands.

. Recruited, trained and motivated tech-support and direct sales staff

generating sales of $6 million annually.

. Generated and analyzed client's monthly activity reports which measured

sales and marketing ROI efforts.

. Effective control of company's financial responsibilities, operating the

company within budget and $0 debt.

4D Technologies, Plano, TX 2002-2004

Fulfillment services and media replication (acquired Emerge)

VP Operations and Client Relations

. Interacted with clients of senior level on matters consulting on critical

decisions affecting their final product.

Re-engineered order flow processes across cross-functional departments to

reduce redundancies and returns.

. Responsible for procurement of client's printed materials, production

schedules, QA and SKU inventories.

. Managed workforce & production schedules, materials and timelines to meet

production and logistic goals.

Emerge, Inc

1994 - 2002

Product fulfillment, contact center and consulting services

Principal - General Manager

. Launched new company from developed business-plan, recruited key

personnel, initiated sales/marketing plans and acquired sales of over $1

million in the 1st quarter.

. Designed and implemented policies and procedures for warehouse,

fulfillment and distribution processes.

LUPE ALONZO Page Two

PROFESSIONAL EXPERIENCE

(Continued)

. Implemented and managed call center and production systems, IT, LAN, ACD

and CRM programs.

. Established first e-commerce order processing operation to fulfill online

orders within 24 hours.

. Solidified business relationships with clients, from start-ups to multi-

billion dollar accounts.

. Participated in implementation meetings and events for targeted marketing

projects for HP, GTE & Nortel.

. Positioned the company to sell - eliminated debt, re-negotiated leases

and restructured personnel.

Merlin Software Services, Richardson, TX 1992-1994

Software fulfillment services and media replication

VP Operations and Client Relations

. Changed business strategies and marketing efforts of an 11 year company

to increase market share by 30%.

. Re-engineered order and production processes which reduced re-works and

overtime costs.

. Increased client relations to solidify business and identified new

revenue streams within these accounts.

. Managed production department: workforce, production schedules, inventory

management and logistics.

Micrografx, Richardson, TX 1982-1991

Pioneer in computer graphics software development (first employee hired)

Director - Global Operations

. Organized the company operationally. Directed the growth of

manufacturing and product fulfillment globally.

. Initiated and managed key implementation schedules for each product line

and coordinated/communicated status among sales, marketing, development

and international teams.

. Analyzed manufacturing and implemented cost savings processes which

reduced COGS by 30%.

. Established and led international fulfillment operations involving all

aspects of multi-language software production in U.S. and Europe

resulting in simultaneous release of products in 8 languages.

. Participated in confidential collaborations with other software/hardware

companies regarding product development which would eventually affect the

software industry.

. Hired, trained and managed both U.S. and European Operations, order

processes, policies and procedures.

Education/ Career Training

Mountain View Jr. College

International Business Cultures - Japanese, German and French

Printing, Binding & Packaging Techniques/Systems - RR Donnelley

(Crawfordsville, IN & Dublin, Ireland)

Product/Software Life-Cycle Management

Lean Six-Sigma

PC software/hardware maintenance and upgrades

Architect of LANs and Communication systems

Advanced competencies in: MS Office, E-commerce processes, CRM, GIS &

graphics software, Macola, MarketForce and Great Plains ERP systems

Community Service

Speaker, SBA Youth Entrepreneurship BizFest 2008

Speaker, Enterprise Week, Garland I.S.D. 2004 -05, 06, 07, 09

Fluent in Spanish

Linkedin.com member: http://www.linkedin.com/in/lupealonzo

Contact this candidate