Customer Service Sales
Resume:
DARREN S. RUFFELL
Rochester, NY 14622
Home Phone: 585-***-****, Cell Phone: 585-***-****
Email: abigjr@r.postjobfree.com
SUMMARY A highly analytical professional with demonstrated management, sales, and
process improvement skills. Proven ability to complete detailed research,
collaborate in a team environment and identify business opportunities based on
market assessment. Excellent relationship development and management skills.
EDUCATION St. John Fisher College, Rochester, NY
MBA, Master’s Business Administration, May 2003
SUNY Brockport, Brockport, NY
Bachelor of Science, Business Administration, May 1998
Concentration, Management
Minor, Environmental Studies
Finger Lakes Community College, Canandaigua, NY
Associate of Science, Business Administration, May 1996
Salzman Group., Victor, NY 10/2006 - present
PROFESSIONAL
EXPERIENCE Operations Manager. (09/2009 – present)
Primary management responsibilities include the oversight of sales, customer
•
service, purchasing and warehouse for company retail and commercial organization.
Daily duties include analyzing and reporting of marketing and advertising
•
profitability, MTD sales performance vs. plan, customer service metrics, purchase forecasting and
profitability margins analysis, as well as overall company profit after expenses.
Directly oversee sales, marketing, customer service, and warehouse
•
supervisors. Coach and evaluate supervisory staff based on metrics.
Sales & Customer Service Manager. (10/2006 – 09/2009)
Directly oversee a team of retail sales and customer service representatives.
•
Responsibilities include recruiting, training, and the performance evaluation
•
of staff.
Collaborate cross-departmentally in the creation and development of process
•
improvement systems, new product launches, and sales growth and incentive initiatives.
Personal achievements include the creation and development of a Service and
•
Fulfillment Company, the development and implementation of sales and customer service training
programs, and the introduction of profitable alternative outlets for sales and marketing functions.
MPower Communications Inc., Pittsford, NY 1/2001 – 10/2006
Sales/Special Projects Supervisor. (03/2004 – 10/2006)
Directly report to senior level management.
•
Responsible for the training and productivity of sales representatives, lead
•
generation representatives, and special projects representatives.
Collaborate and direct relationships with marketing, management, IT, and HR
•
in the development of internal reporting systems, operations process improvement, and new
sales/marketing campaigns.
Project manage cross-functionally in the implementation of various customer
•
support and marketing programs, productivity reporting structures, and workflow improvements with
operations.
Business to Business Sales/Base Management Rep. (10/2001 – 03/2004 )
Utilized analytical skills to research customers and identify potential market
•
opportunities.
Renegotiated monthly to long term contracts to maintain a consistent revenue
•
stream; negotiation strategies were adopted corporate wide.
Consistently exceeded monthly performance goals by 25 to 100%; recognized
•
for relationship development and management skills.
Received significant referral business from existing customers.
•
Customer Retention Analyst (1/2001 – 10/2001)
Analyzed customer retention issues based on longevity and reasons for
•
leaving.
Utilized and modified database to improve data collection and identify trends;
•
identified areas for improvement for management.
Increased customer retention through company-wide process improvement.
•
The Sutherland Group, Rochester, NY 6/1998 – 1/2001
Account Manager, DSL.net Contract (6/1999 – 1/2001)
• Consulted with IT personnel and business managers on various aspects of
their IS network and data communications to identify sales opportunities.
Identified, developed and implemented business processes to improve
•
customer acquisition, service, and retention such as replacing monthly with long term customer
contracts to maintain a consistent revenue stream.
SKILLS AND Microsoft Office Suite
EXPERTISE Excel, Access, Word, PowerPoint, Outlook, Project
Sales & Marketing
Attended several Search Marketing/SEO Seminars sponsored by Google,
Yahoo, and MSN. Certification in Relationship Selling & Customer
Relations through Sutherland Group LTD. Proficient in Salesforce.com.
Project Management
Scheduling, team coordination, productivity reporting, and requirements
gathering.
Contact this candidate