Sales Customer Service

Richard M. Brown

***** *. *** ***** . ******, CO 80015 . 303-***-**** or 303-***-****

. abirdk@r.postjobfree.com

Major Accounts Manager / Sales Operations Leader

Experienced and successful sales/operations management professional.

Extensive background of Business to Business sales as well as Business to

Customer/Client relationship management. Highly motivated self starter

with well-developed sales and communication skills, both written and

verbal. Very effective in working with customers, company associates,

and executive management. Extensive background in client relationship

management, account optimization, continuing process improvement and new

business development. Recognized for being personable, straightforward,

and flexible.

Key Competencies

B2B Sales

B2C Sales

Account optimization

Client relationship management

New business development

Customer service

Account retention

Process improvement

Financial management

Managing inside / outside sales

Employee training / coaching

Productivity / performance

New business strategies

Marketing

Management training / development

Continuing process improvement

Recruitment / staffing

Strategic planning / implementation

P&L responsibility

Change management

Employee relations

Workflow planning / prioritization

Customer needs analysis

Credit analysis

Financial analysis

Sales support

High volume production

Selected Accomplishments

. Increased branch funding production increased from 90 lns / $12MM per

month to 450 lns / $65MM per month by improving employee morale and

performance using a system of empowerment incorporated with a level of

associate accountability.

. Improved monthly sales production increases of 25% in 6 months time

($45MM vs. $36MM) by creating a daily tracking system for Account

Executives to monitor daily sales activities, while training AEs on

essential success elements.

. Saved the company over $550K by recruiting and training over 200 sales,

operations, and administrative staff and implementing a roundtable

interview process that cut the interview process timeline by 75% and

identified a higher level of associate talent.

Professional Experience

Retail Fulfillment/Operations Manager

Bank of America, 2009 to Present

Built, trained, and oversee operations team of processors, underwriters,

and closers to produce purchase and refinance loan products in support of a

national retail sales group. Involved in handling conventional, FHA, VA,

and non-conforming loan products for the bank in a specialty fulfillment

site. Directly responsible to interactions and productive relationships

with borrowers, sales partners, third party vendors, while achieving well

above average production and quality control results. Report to the bank

senior leaders on sales and operations efficiencies created and

implemented, including conversion to new regulations and to a paperless

work environment.

Sales & Leasing Account Executive

Ralph Schomp Automotive, 2008 to 2009

Top 5 salesperson each month since joining Ralph Schomp Honda. Selling and

leasing for new and used vehicles, achieving above average customer

satisfaction survey results, and maintaining completion of all new training

courses mandated by Honda.

Regional Sales Manager

First Franklin Financial National Wholesale Mortgage Lender, 2007 to 2008

Created and trained a sales team capable of providing a growing number of

retail broker accounts with non-conforming mortgage products and

integrating these products with existing sources of business to help the

retail borrowers realize and gain home ownership and improve financial

position.

. 40% sales increase in first six months

. Completed and delivered five strategic marketing plans to senior

executives delineating business unit and customer sales/profitability over

a five-year term

. Administered the organization's first total quality management initiative

resulting in the industry's single successful ongoing quality effort.

. Directed the redesign of an advertising program in order to improve

efficiencies and reduce overall costs by more than 25% over a three-year

period.

. Planned and responsible for achieving sales objectives within the region.

. Coordinated budgets, forecasts, and additional organizational reports.

. Created and produced a company-wide customer service training program

that facilitated the company's best in industry customer satisfaction

results.

Page Two

Richard M.

Brown

Regional Vice President of Sales / Midwest Region

Long Beach Mortgage National Wholesale Mortgage Lender, 2005 to 2007

. 100% sales increase in first year-Long Beach 400% sales growth over 5 yr

period

. Rebuilt a Midwestern sales territory and establish a lending presence

within this market that has been underserved and has under-produced for

the previous 2.5 years. Accountable for re-establishing customer

relationships through a team of talented and trained sales associates,

recruiting additional team members, reconfiguring sales territories, and

putting in place tools for monitoring and measuring sales efforts more

closely.

. Completed and delivered five strategic marketing plans to senior

executives delineating business unit and customer sales/profitability over

a five-year term

. Introduced strategic planning processes to regional field personnel,

completing first strategic business plan for specific market areas.

. Directed the redesign of an advertising program in order to improve

efficiencies and reduce overall costs by more than 25% over a three-year

period.

Branch Assistant Vice President

Option One Mortgage National wholesale mortgage lender, 2000 to 2005.

. Took a new sales and operations group to the next level by establishing a

culture of learning, growth, accountability, and empowerment necessary to

recruit, train, and provide motivation to grow sales production team and

operations support team to achieve company forecast.

. Planned, organized, implemented sales programs within the organization.

. Planned and was responsible for achieving overall sales objectives.

. Administered more than 100 inside and outside sales representative and

distributors.

. Coordinated budgets, forecasts, and reports on product and pricing

trends.

. Administered handling of key accounts.

Earlier:

Regional Sales Manager / Western US

Branch Manager

Account Executive

Education and Technical Skills

Bachelor of Science, Range Science

Bachelor of Science, Wildlife Science

New Mexico State University

Extensive training on sales process and customer presentations, product

knowledge in lending programs, formal group presentations, territory

management, time management, daily/weekly/monthly goal setting and

monitoring of progress, interviewing, analyzing P&L statements, audit and

underwriting principles, QA processes, computer based product training,

train the trainer classes, analyzing income documentation, analyzing credit

reports, reading title reports, developing and analyzing sales call

reports, process re-engineering.

Proficient with PC applications, Microsoft Office suite, variety of

proprietary software applications, CRM software

Affiliations and Associations

Colorado Association of Mortgage Brokers, Colorado Association of Mortgage

Bankers, National Association of Mortgage Bankers

Personality Factors

People Oriented

Flexible

High Level of Ethics

Able to Manage Multiple Projects and Tasks

High Sense of Urgency

Decisive

Strong Communicator

Able to Forge Strategic Alliances

Objective/Goal Oriented

Able to Delegate

Team Builder

Cost Effective Decision-maker

Assertive

Able to Make Difficult Decisions

Contact this candidate