Sales Customer Service
Resume:
Jeffrey "Alan" Kulwicki
Phone: 770-***-****
Email: ********@*****.***
Operations Management / Project Management
Objective: Looking to function as part of the business team in
Departmental or Branch management. I am focused on applying
good business practice and developing sound new strategy by
implementing (ERP) enterprise resource planning and LEAN
techniques for discerning actionable needs and change
management metrics.
Personal: Developed solutions for process change and technology
integration. Created training tools, new job descriptions
and work-flow assignments. Supervised organizational
structure change project implementations. Performed solution
based architecture development tasks as liaison between end
users and technology developers.
I developed my business analytics, resource planning, and management
skills with ServiceMaster, GC Services, Inter-rail
Transport, and the U.S. Navy. My sales and business
background will provide an excellent resource in performance
as a conduit between enterprise owners and
solution/technology providers by interpreting the landscape
and proposing system architecture satisfying client
requirements.
Background:
Sales Marketing Management - ServiceMaster Companies. (11) Eleven years
Dual functions in Outside Sales and Inbound/Outbound Call Center. Manage
a team of representatives to meet expectations, exceed budget and
increase bottom line sales revenue for the company.
Maintained "Top 5" ranking in sales production through comprehensive
recruiting, hiring accountability, and training sales and customer
service force.
Developed mentor program to establish reinforcement of best practices.
Developed and monitored metrics to determine efficiency of the sales
department and create actionable data for change management.
Develop annual sales plan and forecast integrating historical seasonal
fluctuation and specialty sales. Consistently exceeded budget on
expanded and seasonal sales initiatives.
Created incentive programs for change management. Drove 23% increase in
annual gross sales revenue and 18% increase in "per sale" revenue by
adding commission and prize programs for corollary sales and follow-up
expanded services.
Implemented market research strategy for pricing plans and budget
reforecast to maintain competitive edge and retain leadership position in
market share.
Repeated annual local and regional awards for top performance.
Call Center Management - GC Services.
Managerial functions related to hiring and maintaining proficiency of 50
customer service representatives.
Developed metrics to quantify plans for increasing productivity and
creating training opportunities in sales techniques, technology
applications and product knowledge.
Counseled subordinates on technical aspects of sales software maintaining
a 17% increase in volume of customers served per shift.
Observed and coached staff on professional skill sets to enhance dispute
resolutions and satisfactory interaction with customers. Noted 13%
positive increase on customer service surveys on "Pride in Excellence"
award.
Mentored potential assistant managers in observational and change
management techniques.
Human Resources "Admin" Department Manager - U.S. Navy.
Eleven years experience in full spectrum of HR responsibility reporting
directly to the Commanding Officer ( President ) and Executive Officer (
CEO ). Responsible for training and supervision of Human Resources and
Administrative staff.
Acquired and implemented IT systems to manage personnel records, related
training, certifications and promotion eligibility.
Administered legal (UCMJ) affairs for performance management and adverse
action; courts-martial; major investigations; and, personal legal affairs
for service members.
Developed and disseminated company policies and procedures. Received
several Letters of Commendation for technical writing.
Created and presented personnel related training in initiatives such as
equal opportunity, sensitivity, Human Relations, Morale and Welfare,
Career Counseling.
Benefit administration, enrollment, seminars, dependent training and
ombudsman activities.
Awarded personal Navy Achievement Medal for eight month project
restructuring an organization.
Military and operational duties as Flight Deck Crash and Salvage Crew,
Security Detail, Emergency Management Center.
Experience in variety of industries:
Commercial construction environment (J.C. Construction)
Inventory Control Management for Retail facilities.
Logistics - Naval Control of Shipping Officer responsible for seizure of
full spectrum port / warehouse and shipping requirements on behalf of
Federal Government during national emergency.
Collections/receivables management and subrogation.
Medical / Hospital / Institutional facility management - Material
Maintenance Management (3M).
Service Industry - Sales and Marketing management.
Government services - Fire, Police, FEMA, Emergency Rescue and Salvage,
Airfield / Aircraft Fire and Rescue.
Education:
Continuing education: SAP FICO, CRM, MM and PP. Business Analyst
(BABOK). Project Management (PMBOK). Change / Process management
(SixSigma, LEAN, KAISEN).
Tek, Inc. and Allegis online coursework.
Graduate studies in Accounting and Tax Law.
Bachelor's degree (Magna cum Laude ) in Business Administration -
Management
19 December 2010
Sirius Works, Inc.
RE: Business Systems Analyst (#285)
Please find the attached experience brief. I have developed a career
finding solutions for enterprise efficiency across myriad industries
(from the 'inside').
I look forward to discussing this position. The job description is non-
specific as to industry. I would like to perform an ongoing role
consulting with clients on your behalf. My varied industry background
will facilitate liaison between customer business needs and applied
technology solution system architecture capabilities.
I am not the "tech guru", but find my education and experience fit as a
translator between end users and IT developers.
Thank you for your time and consideration.
Jeff Kulwicki
100 Waldrop Way
Fayetteville, GA 30215
Contact this candidate