Customer Service Sales

LAURICE A. ZIELINSKI

**********@***.***

**** ******* *** ****: 248-***-****

Bloomfield Hills, Michigan 48302 Cell: 248-***-****

CAREER SUMMARY

Proven Account Manager with extensive, successful experience in wireless

communications, food service, and the education industries. Expertise

includes contract management, customer service, and negotiation. Highly

skilled in sales of goods and services. Built effective relationships with

customers, field technicians, program managers, engineers and service

providers. Excellent communication skills, both written and oral. Well

organized and persistent with a reputation for integrity.

PROFESSIONAL EXPERIENCE

MOTOROLA INC., Farmington Hills, MI 1986-2009

Customer Support Manager 2002-2009

Managed the sale, service delivery and profitability of $3.4M+ in annual

wireless maintenance contracts. Developed, proposed, and negotiated

services for complex communication systems at large government and

Fortune 500 accounts. Identified the optimum pricing strategy for

customer proposals. Created and implemented Statements of Work and

customer support plans for the administration of contracts. Analyzed

issues and led teams to proactively solve customer problems.

. Secured $5.6M maintenance contract with the City of Detroit.

. Achieved 97% on time contract renewal rate over four years by

attention to detail, planning and excellent customer service.

. Oversaw contractual compliance with Motorola's 12 service shops in

Michigan.

. Mentored Motorola's subcontractors to Premier Service Partner status.

. Forecasted revenue accuracy with a three year average of 97%.

Account Manager 1993-2002

Sold private wireless communication system solutions to General Motors

and Delphi. Marketed a service portfolio including engineering, program

management, maintenance, system management and consulting. Developed

winning proposals to customers for the sale of communication equipment

and services.

. Honored three times as Special Markets Division Overachiever Member.

. Increased revenue from under $200,000 in 1993 to over $3 million in

1996.

. Exceeded annual sales quotas by an average of 9% for seven years

through creative strategies.

. Sold $2.4M+ to General Motors Powertrain, achieving Motorola's largest

communication system sale ever in the automotive market.

Account Manager, Foster City, CA 1986-1993

Progressed from industrial/commercial business accounts to the National

Utility Sales Team responsible for communication system sales to Pacific

Gas & Electric in California and Sierra Pacific Power in Nevada.

. Exceeded annual sales quotas by an average of 11% over seven years.

. Received Sales Leader Award for highest sales dollar volume.

. Sales team rated #1 in the country for 1992.

. Earned honor roll status for outstanding customer satisfaction

surveys.

ARA SERVICES, INC., Union City, CA 1984-1986

Senior Sales Representative

Sold office refreshment/vending service to new and existing corporate

accounts.

Trained new sales representatives regionally and nationally. Assumed

Sales Manager's responsibilities during his absence.

. Ranked 1st in sales in 1985 and 3rd in 1984 out of 170 national sales

representatives.

. Received President's Club Award in 1984 and 1985.

ROSS MEDICAL EDUCATION CENTER, Warren, MI 1982-1983

Admissions Representative

Recruited, tested and registered students for educational training

programs in the medical field. Lectured at high school and adult

education career days.

. Increased enrollment by 36%.

COMMUNITY SERVICE EXPERIENCE

BLOOMFIELD HILLS SCHOOLS, BLOOMFIELD HILLS, MI 2009-Present

Chairman of the Lahser High School swim team banquet. Managed the budget

and organized various committees. Photographer for the Lahser swim team.

Participated in school fund raising projects. Coordinated field trips for

the Girl Scouts.

EDUCATION

Bachelor of Business Administration, Marketing, University of Michigan, Ann

Arbor, MI

PROFESSIONAL CERTIFICATIONS

Electronics Technicians Association Certified Customer Service Specialist

TRAINING

600+ hours of training courses including:

Dale Carnegie

Motorola System Integration Academy

Presentation Skills

Motorola Approach to Quality

Interpersonal Communications

Managing Multiple Projects, Objectives and Deadlines

Project Management Fundamentals

Behavioral Coaching

Team Problem Solving

Needs Assessment

Proficiency with Oracle, Microsoft Office, Lotus Notes and Clarify

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