Sales Customer Service
Resume:
Peter W. Henning **** Stillhouse Springs. Round Rock, Texas 78681
512-***-**** . **********@*****.*** Sales and Operations Management
Dynamic, successful leader with a track record of operational, sales
management, B2B sales, customer service, recruiting and training
excellence. Strategic planner, skilled at implementing progressive
strategies that turn around troubled operations, increase revenues,
decrease costs, improve productivity and meet aggressive deadlines for
performance improvement.
Areas of Expertise:
. Startup Situations
. Sales Forecasting
. P&L Accountability
. Budgeting/Cost Control
. Growth Strategies
. Team Empowerment
. Sales Management
. Employee Training/Mentoring
. Sales Training
. Business Development
. Regulatory Compliance
. Customer Relations/Service
"I worked with Pete for over 22 years and through his teaching, was able to
learn how to proactively manage personnel, give exceptional customer
service and how to effectively sell. I credit him as the key to my
success."
- Richard Slack, Senior Manager
Key Accomplishments
Maximized productivity and reduced labor by 22% annually ($400,000 annually
in payroll expenditure) by analyzing employee productivity and modified
employee scheduling.
Lowered inventory overhead by 30% annually (annual savings of $500,000) and
achieved an average of 70% inventory turnover per month by implementing
concepts derived from Six Sigma.
Achieved consistent 19% average profit over 20 years by implementing and re-
evaluating budget to accommodate growth over ten years.
Negotiated multimillion-dollar B2B contracts with corporate customers such
as AMD, City of Austin, Hays County, and Texas Department of Public Safety
- boosting sales 25% and solidifying company as industry leader.
Improved market presence +20% by negotiating a seven-year sales contract
with strategic partner to lead companywide re-imaging initiative.
Dramatically increased profitability by negotiating and securing high-
dollar contracts with SOPUS, Exxon/Mobil, Secret Service, State of Texas,
and City of Austin.
Achieved 67% customer retention average (more than double the 32% industry
standard) by initiating a progressive customer retention policy and
launching customer loyalty rewards program leading to an overall sales
increase of 400% during tenure.
During tenure at Circuit City, assisted in partnership with Verizon
wireless integration into Circuit City stores. Although owned by Verizon
Wireless, the kiosks were inside the stores, and a buffer was necessary.
Professional Experience
Lube Pitstop, and Circuit city Austin, TX 1984 - 2010
Lube Pitstop
Vice President of Sales and Operations, 1990 - 2004, 2007-2010
Oversaw daily operations of nine retail and service locations, one Regional
Manager, 11 store managers, and 40+ employees with revenues ranging from
$400,000 to $1.5 million per location with average annual gross sales being
$800,000 per location.
Managed all aspects of opening eight new store locations, including location
selection, overseeing architecture design and building construction. Approved
and coordinated store layout, signage, inventory, and staffing to open new
stores on schedule and within budget.
Managed all aspects of marketing including TV, radio and print advertising -
working with TV and radio to produce commercials, including on-site
broadcasting, slogans, and scripts for on air talent.
Initiated training program for employees that reflected vision of sales
generated by providing outstanding customer service, exceeding initial sales
quotas.
Forged strategic business and vendor relationships.
Developed and instituted business plan, created and maintained budgets and held
P&L responsibility.
Recruited, staffed and trained personnel while supervising construction of new
locations.
Hired replacement Regional Manager - trained on all aspects of operations and
company culture.
CIRCUIT CITY 2004-2007
District Manager Circuit City Austin, TX
Oversaw new company policy of non-commissioned personnel to hourly wage format.
P&L responsibility.
Responsible for monthly sales plans and marketing activities.
High end customer service focus.
Responsible for operational processes including expense management, inventory
shrink, and facility maintenance.
Directed and oversaw HR responsibilities including hiring, training, scheduling
and payroll.
Recruited and led marketing and sales teams - sales reporting, and compensation.
Implemented corporate policies, objectives and initiatives.
Developed and managed budgets and assessed investment required for
product/market research.
Oversaw the store format changes to large open space floors, utilizing more
space. It was called "The City" format.
Responsible for four Austin based stores with approximately 200 employees.
1984-1990
Regional Manager Lube Pitstop, 1984 - 1990
Directed and oversaw HR responsibilities including hiring, training, scheduling
and payroll.
Recruited and led marketing and sales teams - sales reporting, compensation and
bonus planning.
Established corporate policies, objectives and initiatives.
Developed and managed budgets and assessed investment required for
product/market research.
Enhanced bonus structure for all non-managing employees leading to improved
employee performance and sales increases.Recruited, hired, trained and led
employees while engaging in performance management.
Managed store operations, merchandising and inventory management.
Directed and maximized sales efforts and strengthened customer care program.
Education
B.S., Business Administration, The University of Texas at Austin, Austin,
TX
Consulting
. Performed a thorough operations analysis for a retail, convenience and
wholesale oil and gas company including; assessing multiple aspects of
corporation from upper management to the store level, analyzing inventory
control, taxes, supervision, employee morale, sales, and customer
service.
. Authored comprehensive plan for reformation of management, inventory
control, labor reduction, and customer/employee retention.
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