Customer Service Sales

Laurent Roger LaFontaine

** ****** **

Milton, MA 02186

617-***-****

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

A marketer and a leader that believes in leading, directing, guiding and

mentoring individuals or teams that market and/or manage business

operations, programs, projects, and processes with goals to increase

revenue generation, profitability and customer satisfaction.

EXPERIENCE

Marketing/Operations Manager, Snip-Its Franchise Corp., Natick

Increased customer count, sales and revenues with every campaign and

improvements to operations, customer service, sales and marketing for over

60 franchises nationwide. Created and managed thousands of print materials,

hundreds of direct mail & email campaigns, retail campaigns, web pages,

SEO, SEM, etc.

Director of Marketing, Communications, Development, Operations, Logistics

- Epilepsy, Boston

Rebuilt fledgling marketing communications fundraising operation increasing

sales 300% and profits 500% in the first year and then secured additional

buyers to further expand the operation. Increased foundation's fundraising

and visibility to levels unprecedented in their history without any

additional capital expenditures. Found new expansion markets. Enabled new

programs, departments and staff expansion. Expanded staffing during lowest

unemployment rates in history and enjoyed an employee retention rate

several times industry averages with over 90% employed four or more of my

six years. Established plans to decrease labor costs 60% while stabilizing

and expanding revenue. Introduced new fundraising program ideas to expand

income streams. Maximized ACD call center and driver staff expanding

operations to seven days. Managed logistics, collection truck fleet and

staff of sixty along with budgets and planning for a multimillion-dollar

operation.

Hospital Department Management - Brigham & Women's Hospital, Boston;

Braintree Hospital, Braintree; Mount Auburn Hospital, Cambridge; Brockton

Hospital, Brockton

Directed, managed or supervised Environmental Service Department staffs of

up to 100 employees. Resolved Air Quality Control issues. Passed numerous

JCAHO, DPH, NIOSH, and OSHA surveys. Reduced Workers' Compensation issues.

Prevailed in MCAD issues. Introduced computerized monitoring and

recordkeeping systems. Established programs to improve and maintain

facility appearances with reduced costs. Developed and facilitated seminars

in computer operation, E.S.L., policies, health, and safety processes.

EDUCATION

Bentley College, Waltham, Graduate Certificate, Management for the

Information Age

Northeastern University, Boston, Graduate Certificate, Technical Writing

Bridgewater State College, Bridgewater, Graduate Certificate, Computer

Programming

Curry College, Milton, B.A., Double Major: Communication and English. -

Magna Cum Laude

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