Sales Customer Service

MARK T. ROBINSON

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

Mobile: 323-***-****

Los Angeles, CA 90056

Home: 310-***-****

DIRECTOR OF OPERATIONS

GENERAL BUSINESS PRATICES/PROCESS IMPROVEMENT/STRATEGIC BUSNESS

DEVELOPMENT[pic]

A Results-oriented business professional with proven abilities in strategic

planning, managing projects, improving efficiency of operations, team

building, and detailing project information to determine effective process

for operations. Able to identify areas of strength and weakness, and

implement company policies, standards, changes in operation, and systems

that optimize productivity and bottom line. Well demonstrated ability to

motivate staff to maximum productivity and control costs through the most

effective uses of manpower and available resources.

. Able to instill vision to achieve company goals and surpass

production expectations while maintaining quality, safety, and

customer service integrity through total quality management.

. Successful in creating and implementing strategic plans, setting

and administering budgets, and developing improved processes to

meet short and long term adjectives.

. Experienced in operations restructuring to address business

growth, reduce cost and improve service.

. Oversees facility operations to ensure facility requirements are

met within established budgets, design plans for facility

improvements to meet production goals and to provide superior

customer service.

Strategic Planning Process Implementation Sales & Marketing

Work-flow Organization Performance Management Sales & Operations Training

Compliance Management Teambuilding & Leadership Streamlining Operations

Budgeting & Forecasting

PROFESSIONAL EXPERIENCE

CARNEGIE MORTGAGE LLC, dba Ovation Home Loans, Santa Ana, CA

2010 - 2011

Sales Manager

Recruited, trained, and directed a start-up team of Loan Officers for a new

Retail lending Corporation. Educated sales staff on the dynamics of Retail

call center communication strategies including; prospecting activities and

optimization, presentation skills, and positioning techniques that allows

for maximizing client benefits. Trained staff on compliance regulations,

underwriting requirements, product awareness, and metrics flows and pattern

awareness. Liaison and advocate for sales and operations. Identified market

trends and positioning requirements to maximize and/or maintain market

penetration requirements.

ResiComm International, Los Angeles, CA

2008 - 2010

Chief Operations Officer

Created and established a corporate entity designed to provide professional

services to both business and a private client base. Established all

corporate requirements including; payroll, workers compensation, fidelity

bonds, corporate Insurance, employee contracts, client contracts, and

invoicing. Collaborated with key personnel on all marketing materials,

email campaigns, sales activity and processes. Provided leadership;

directed, supervised, and coordinated the day to day functions and

activities of various functions of personnel. Consulted with and advised

supervisors on all facilities activities.

. Supervised and maintained facility operations, and maximized use of

equipment and resources

MARK T. ROBINSON

5121 Reynier Ave. *-*-********@***.***

Mobile: 323-***-****

Los Angeles, CA 90056

Home: 310-***-****

. Researched and secured space allocations and uses

. Established and maintained production standards

. Established and maintained a preventive maintenance program for

equipment

. Managed various facilities projects and maintenance vendors for

facilities that require a high level of attention and cleanliness

. Maintained production schedules and estimated worker hour requirements

for completion of job assignments

. Maintained time and production records

. Analyzed and resolved work and worker conflict

. Researched and designed all maintenance contracts for the facilities

with input from the laboratory managers

. Conducted orientation of new employees and planned training programs

SBM COMPANIES, Inc., Los Angeles, CA

2005 - 2009

Chief Operations Officer- Director of Sales

Contracted to managed and grow corporate sales, and facilitate the company

expansion into North Carolina. Directed and oversaw the corporation's

policies, objectives, and initiatives. Evaluated and proposed operational

systems and procedures. Established service level expectations and track

performance metrics. Utilized strong analytical and problem solving

abilities to identify trends and overcome foreseeable challenges.

Maintained cost efficiencies and profitability requirements. Established

and maintained vendor relationships. Identified staffing requirements and

recruited, trained, and managed sales and operations personnel. Motivated

and supported all personnel by encouraging ideas on productivity

improvement and morale building techniques.

. Orchestrated successful growth in annual production of more than 270%

. Maintained 92% conversion of company pipeline

. Devised synergistic marketing partnerships with other businesses

effectively creating more than 20 centers of influences and increasing

referral business

. Established additional product lines and established sales division to

target a new client base and corresponding funding sources

HOMEFIELD FINANCIAL, Irvine, CA

2004 - 2005

Sales and Operations Manager

Increased team productivity by 155% within 3 months by re-directing

existing team of retail originators, processors, and processing manager.

Staffed, trained, and motivated personnel to achieve higher productivity

levels. Identified flaws in process flows, deficiencies in production, and

under-utilization of systems designed for pipeline awareness, and

strategically implemented change mechanisms that increased the efficiencies

and the integrity of productivity management. Trained processing manager on

identifying performance measurements tools, date ranges, and evaluation

methods of staff. Established and implemented compliance requirements and

instilled "client value" as primary purpose of business.

. Increased team productivity 155% over previous performance

. Averaged over $500k net revenues per month

. Successfully implemented productivity matrices for performance

evaluation

. Identified and implemented systematic process flows

. Established standards of performance for pipeline requirements

MARK T. ROBINSON

5121 Reynier Ave. *-*-********@***.***

Mobile: 323-***-****

Los Angeles, CA 90056

Home: 310-***-****

AAMES HOME LOAN, Los Angeles, CA

2000 - 2003

Director of Sales - National Loan Center

Orchestrated the development and growth of a pilot program; National Loan

Center from a start-up operation with 30 employees to more than 300

employees producing more than 600 units per month. Established the "model"

region for business unit, and expanded the department to include six

regions in two sites. Successfully established productivity guidelines and

standards of performance. Instituted compliance rules and regulations, and

implemented corrective measures for violations. Anticipated and monitored

growth objectives and stages where the business model required modification

due to increased productivity. Established a profitability pricing model

which ultimately increased volume, unit size, and net revenues for the

department. Monitored, addressed, and reconciled customer service issues.

.

. Staffed and trained sales managers to become the top Production Region

in units, and revenues for 27 of 30 months while maintaining the

lowest attrition rates for the department.

. Created and implemented production metrics that allowed managers to

maintain and project 90% accuracy on monthly production forecast

. Circle of Excellence award winner and five "Director Level"

performance awards identifying outstanding performance beyond

corporate directives.

. P & L accountabilities including resource allocation, staffing

allocations, and marketing and revenue generation vehicles.

FINANCE AMERICA, LLC, Irvine, CA

1998 - 2000

Sales and Processing Manager

Managed a team of sales associates and corresponding operations staff.

Directed inbound and outbound call center activity. Staffed and trained

personnel in sales techniques, compliance requirements for State and

Federal agencies. Designed and implemented client valuation strategies.

Conducted monthly reviews of staff to identify productivity assessment and

improvement strategies.

ADDITIONAL RELEVANT LEADERSHIP POSITIONS

Branch Manager, Retail Sales - Town and Country Credit Corporation

Regional Production Manager, Wholesale and Retail Sales - Downey Savings

Branch Manager, Wholesale and Retail Sales - Continental Savings of America

EDUCATION

PEPPERDINE UNIVERSITY, Malibu, CA

Bachelor of Science, Management

Merit Training: Sales and Marketing

Behavioral Interviewing Technology

Business Development Planning and Management

Risk Management

Consumer Protection - Fee Management and Compliance

Contact this candidate