Customer Service Sales

Russell Bunce

***** ******* ****** *********: 909-***-**** Cell: 714-***-****

Chino, CA 91710 Fax: 714-***-****

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

EXECUTIVE LEADER ( DIRECTOR OF SALES ( CUSTOMER SERVICE ( OPERATIONS

Consummate senior manager with experience in sales and operations and a

successful history of executing plans to grow market share.

Acknowledged for developing new sales procedures and marketing

initiatives to propel revenue growth. Commended throughout career for

the ability to deliver highly visible business objectives on time and

within budget. Recognized for team leadership and the ability to build

highly effective teams to drive operational excellence.

Professional Strengths include:

Strategic/Long Range Process Improvement Team Building &

Planning Employee Training & Leadership

Change Management Development Sales Management

Customer Service Client Relationship Vendor Partnerships

Management Development

BUSINESS EXPERIENCE

Second Image National, San Dimas, California July 2009 - December

Legal Services, Subpoena Services & Electronic Document 2010

Management

Director of Sales and Customer Service

Department Head of the Sales, Customer Service and Marketing Departments

and reported directly to the company President. Managed seven outside

sales representatives, two Customer Service Mangers, and an additional

eleven indirect reports. Developed and executed all market strategy,

sales and marketing initiatives, including expansion into new markets

and taking this California based company nationwide. Grew the business

over 25% in 2009 and 2010 taking the company from $8 million in annual

sales in 2008 to over $13 million in 2010. Launched new sales and

customer service training programs and redesigned the commission and

incentive programs to drive new business. Re-branded the company image

and introduced a new Trade Show booth and new marketing materials.

Established and maintained strategic relationships with clients,

negotiated contracts, and approved proposals.

. Created new sales proposals and company demonstration materials to

focus on our competitive advantages in the national subpoena services

and online document management markets.

. Established regional sales goals and managed department budgets

totaling 1.2 million dollars.

. Recruited top Regional Sales Executives and introduced a new

incentive program which motivated team to achieve a greater than 25%

increase in annual sales.

. Personally grew key accounts in the insurance markets by more than

50%.

. Expanded company sales into new regions and quickly grew the new

regions to more than 15% of overall revenue.

. Introduced online customer service surveys to identify opportunities

to improve overall customer satisfaction.

. Redesigned how the sales team used the ACT - CRM software to ensure

timely follow-up with prospects and clients.

. Formed new guidelines and procedures for the Sales and Customer

Service call center teams with a focus on relationship selling,

increased client touch points and creating strategic partnerships.

KB HOME, Los Angeles, California February 2004 - December 2008

Home Builder, Design Center

Senior Regional Director

Executive Manager reporting directly to the Division President in the

largest division of KB Home with annual sales totaling over $1 billion.

Managing Department Head of the KB Home Studios overseeing all

operations of four large Design Center locations and six additional on-

site locations throughout Southern California & Nevada. Managed all

aspects of this multiple unit retail service business. Established and

managed strategic relationships and contracts with trade partners.

. Improved Customer Service scores beyond the industry standards by

establishing a Customer Service plan, which increased the call

center's out-going calls to help set proper expectations and

strengthen client relations.

. Delivered impressive sales results by increasing option and Design

Center revenue from $28 million in 2003 to over $100 million by 2007.

. Recruited top sales consultants, customer service coordinators and

established aggressive performance goals and introduced new incentive

programs to increase customer satisfaction and double the revenue per

transaction.

. Reduced key vendors and leveraged volume discounts, to improve

quality control and costs savings of more than 20%.

Russell Bunce - Continued

Phone: 909-***-****

BUSINESS EXPERIENCE

Senior Regional Director - Continued

. Developed and wrote the annual KB Home Studio Southern California

Business Plan and held full P&L and budget responsibility for the

Southern California Design Center business.

. Responsible for Model Home interior option budgets, worked with the

design team to meet budgets and ensure proper merchandising

guidelines were met. Preformed final walks of all model homes prior

to grand opening.

. Conducted regular visits of each Design Center and worked with the

unit managers to assess strengths and weaknesses and developed action

plans to ensure business plan goals were met.

. Member of the Divisional Architectural Review Committee, which

developed and analyzed market surveys to set competitive spec levels

for new communities. Redlined each floor plan to maximize option

revenue potential.

. Managed new construction and remodels with budgets ranging from

$200,000 to $1.2 million. Recognized nationally for introducing new

and creative ways to display key products, which helped increased key

category sales by 200%.

. Led the Division's Community Team program (25 Multi-Functional Teams)

to drive customer service and improve the delivery of Business Plan

goals. Achieved an overall customer service score improvement of 5%

and improved the number of teams that achieved their Business Plan

goals to 92%.

. Member of the Corporate Product Merchandising Team, which reviewed

national contracts and approved national product offerings to ensure

each division could achieve their sales and margin goals.

. Created annual Human Resources Strategic Plans to forecast the needed

employee base and succession planning.

Home Depot, Orange, California May 2002 - February 2004

Home Improvement, Design Center

Divisional Project Manager / Operation Manager

Hired as part of the C.E.O.'s National Leadership Program to be a change

agent for the company and help streamline operations and implement

expansion and growth plans. Collaborated with the business unit's Sr.

Director to revitalize the sales of EXPO Trade Services. Designed and

implemented a strategic plan to give the EXPO Trade Services locations a

consistent look and customer experience. Implemented the initiative to

re-invent the EXPO Trade Services brand by launching a national

marketing campaign, new outside sales plans, and the re-merchandising of

all 38 locations nation wide.

. Launched a new Inside and Outside Sales Rep training program for 90+

Sales Reps and introduced a sales scorecard to focus management on

obtaining category, margin, and volume goals.

. Negotiated vendor agreements to introduce new product lines,

developed consistent signage and Plan-O-Grams to give all 38

locations a consistent look and product offerings with some

flexibility of regional specific items.

. Partnered with the Marketing team to design direct mailing campaigns,

advertising inserts for national trade publications, and new point of

sale graphics which helped improved sales revenue 14% in 2003 to over

$110 Million.

. Led a task force to examine low performing stores and identify areas

for quick improvement. Introduced new sales goals, additional

training, revised incentive program, and reinforced the proper

merchandising guidelines to increase sales in targeted categories by

an average of 28%.

D. E. MCNABB CO., Milford, Michigan May 2000 - February 2002

Exhibit Flooring Company

Director of West Coast Operations / Account Manager

Managed over $7 million in automotive key accounts. Responsible for all

company operations in west coast Auto and Trade Shows, oversaw logistics

and the procurement of all materials needed for each show. Presented

new products to clients and established strategic pricing and negotiated

annual contracts with all key accounts. Developed and maintained close

relationships with key clients in order to increase new business revenue

and provide excellent customer service.

. Oversaw show operations including supervision of 300+ union workforce

during installations of large shows.

. Designed marketing collateral for direct mail campaigns to solicit

new accounts.

. Sold a wide variety of exhibit flooring including carpeting, wood,

tile, and specialty flooring for press events and international auto

shows and events.

. Worked closely with the clients' design and production departments to

ensure the proper materials were selected and properly used to meet

performance, aesthetics and budget expectations.

EDUCATION

Master of Business Administration, Western Michigan University

Emphasis: Business Management

Bachelor of Science, Western Michigan University

Emphasis: Industrial Design, Business Management

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