Sales Customer Service
Resume:
Andrew L. Ditmars
**** *. ******** ****** ( PHOENIX, AZ 85023 ( ********@*******.*** (
TARGET POSITION: SALES MANAGEMENT
"Never a Situation I Can't Find a Solution For."
Call Center Operations Over 10 years of experience establishing, consolidating,
and raising the bar on revenue performance within
multi-site call center operations, delivering above
Sales Growth expectations to surpass multimillion-dollar sales goals.
Leadership Strategic in taking revenues to new levels through
detailed sales planning, new strategies and processes,
Formal Training strengthened customer service, well-thought-out
promotions, and non-monetary employee incentives.
Customer Service & Employ coach-based leadership style to boost morale and
Satisfaction create high-performance teams. Called on to facilitate
change for heightened results.
Experienced trainer of classroom and web-based learning
to empower, engage, and realize the potential of hundreds
of employees.
Analyze / define customer profile and stay attuned to
customers' buying trends and needs. Proactive in reaching
out to customers, personally contacting and actively
listening to ensure a positive experience and build
loyalty.
Multi-site Call Center Operations ... Hire, Train, Coach, & Team
Empowerment ... Sales Strategies & Growth
Turnaround & Change Management ... Employee & Management Training ...
Process Implementation & Enhancement
Strategic & Tactical Planning ... Site Consolidation & Expansion ...
Promotional Activities ... Team Leadership
Professional Experience
( ( INTUIT, PHOENIX, AZ, 2008-PRESENT
$3 billion Fortune 500 company and industry leader of financial management,
tax, and online banking solutions
Global Performance Manager
Crafted sales plans and provided structure to underperforming 5-site call-
center operation in metrics-driven environment with domestic and
international locations; tasked with selling financial software such as
QuickBooks, Turbo Tax, and Quicken. Led up to 400 agents, in addition to
support staff, front-line leaders, and sales / program managers; traveled
extensively to remote sites. Ensured smooth rollout of training at
centers.
o Propelled sales 130% in 2010 and 148% in 2009 from prior year during
severe economic downturn, generating up to $58 million in new revenue
and exceeding plan by as much as $13 million.
o Achieved / surpassed plan each quarter and each year; won the CEO
award recognizing top performers.
o Increased monthly revenues $3+ million annually by introducing a call-
back model for customer follow up.
o Fostered a more customer-centered environment and revamped process,
focusing on single-offer strategy consisting of higher price, higher-
level product rather than pushing multiple products per call.
- Collaborated with all levels of team to establish, test, and
implement most effective call flow.
o Established highly successful new center in the Philippines, later
becoming the centralized site during corporate initiative to
consolidate all sites into one location, cutting employee base by 50%.
o Partnered with marketing on promotions to generate interest and sales;
included vintage promotion that upgraded customers from older software
version which resulted in strong sales and 60% of customers purchasing
additional product.
( ( DHL Express, Tempe, AZ, 2004-2008
Inside Sales Supervisor
Facilitated change and developed sales plans to breathe new life into
bottom-ranking district operation spanning N. California, Los Angeles,
and Hawaii. Hired, trained, coached, and directed up to 13 account
executives tasked with expanding and managing a book of business to
drive business. Established agent scorecards. Maintained high customer
/ employee retention.
o Quickly transformed the lowest performing district, generating
between $25 million and $28 million annually and ranking as #3 of 18
within one year. Team also ranked the highest on employment
engagement survey.
o Positioned team as #1 countrywide in 2010, generating 115% of
quarterly plan. Strategically implemented change and heightened
morale of team.
- Generated high level of new business by analyzing customer data,
implementing individual territory plans, acquiring list of
prospects from Chamber of Commerce, and focusing primarily on top
accounts.
- Narrowed each account manager's customer list from 1200 to a
manageable 400 and supported field sales by providing leads of
major accounts. Trained team on upselling and territory
management.
- Partnered with sales agents to create fun, motivating, and
productive work environment; developed contests and non-monetary
recognition, such as peer-to-peer FISH awards to recognize
successes.
( ( MCI, Iowa City, IA / Phoenix, AZ, 2000-2004
Earned promotions and held multiple positions at publicly known
telecommunications company.
Customer Service Trainer, 2001 ( Inbound / Outbound sales trainer,
2001-2002
Developed high-impact sales plans. Delivered 3-6 week interactive
classroom / web-based training sessions to new hires on various aspects
of customer service, from front-line to electronic. Also instructed on
systems, products, and inbound / outbound sales. Drafted training
materials. Established procedures.
o Conducted advanced training for managers and agents to progress to
the next level.
o Applied differential teaching model to meet the diverse learning
styles of employees.
Inbound/Outbound New Hire Sales Supervisor, 2002-2004
o Managed team of up to 50, surpassing new-hire sales goals of 80%;
team consistently performing at the level of seasoned peers to meet
100% of sales plan.
o Mentored and developed talents of sales coaches and representatives
to prepare for management roles.
o Met with and Interviewed employees to map out career path within
organization.
Consultant, 2001, 2004
o Established 3 new centers in India, Canada, and the Philippines and
trained all levels, up through management. Monitored performance and
advised management on driving team performance, coaching, time
management, and how to attain operational excellence.
o Successfully turned around center in Philippines, improving sales
from 60% to 100% of sales plans while improving quality scores.
Coached managers and supervisors on plan of action to realize goals.
Education
B.A. IN AMERICAN AND WORLD HISTORY, WARTBURG COLLEGE, WAVERLY, IA
Professional Development: Richardson's Coaching Seminar
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