Customer Service Sales

Jeannine Johnson

*** ****** ****

Fiskdale, MA 01518

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

Home: 508-***-****

Cellular: 508-***-****

Summary

Hard working, customer focused professional experienced in management,

sales, recruiting and service delivery.

Work History

PMD Sales Training &Consulting December 2009-

Present

Independent Consultant - Director of Recruiting and Operations

Assisted President/Owner of a small, growing sales consulting company with

a variety of projects and initiatives

. Recruited for sales executive positions with a high ratio of success

using executive sourcing and behavioral based interviewing techniques

combined with sales assessment tools to provide top-quality

candidates.

. Directed the updated design of the PMD website

. Participated in networking groups, business expos and direct sales

activities to further promote business activity

CDI Corporation July 2000-October 2009

Business Consultant/Project Manager (February 2007-Present)

Assisted Senior VP/Managed Services with a variety of projects and business

improvement initiatives

. Analyzed business unit practice for two large managed programs and

developed detailed business improvement recommendations to improve

client satisfaction and overall service delivery

. Directed the implementation cycles for 2 large MSP roll outs in the

U.S. including business processes, technology and training

. Project managed the VMS technology tool for client division in

engineering industry

. Provided interim business unit management for major on-site programs

in bio-tech and engineering industries

. Designed client survey and provided analysis and business improvement

recommendations for the Managed Services division

. Project managed several major engineering recruiting projects for a

large engineering customer including sourcing, recruiting and

screening candidates in addition to managing the recruiting team and

client interaction

. Mentored new senior-level Directors for Managed Services

. Assisted VP in development of client marketing materials including

sales presentations, RFP responses, quarterly reviews and survey data

reports

Program Manager (November 2001-October 2006)

Responsible for implementation, development and daily operations of two

multi-million dollar Managed Staffing Programs (RPM)

. Lead delivery resources for two large managed staffing programs in the

Northeast

. Responsible for overall relationship and business growth

. Fostered relationships with all levels of executive management with

both clients

. Partnered with Area Sales Managers and Account Managers in the area

and assisted in sales presentations to new clients for Managed

Staffing services

. Assisted in training new Account Managers on the RPM product line and

how to sell RPM

. 1st Program Manager in CDI history to be given responsibility for two

programs

. Tripled revenue and headcount with major pharmaceutical customer by

competing and winning new bids over competing on-site vendor in new

locations

. Implemented new electronic timecard and requisition system

. Grew Managed Staffing relationship into a permanent placement contract

with major pharmaceutical sales group, an opportunity for additional

managed staffing sites in Massachusetts and built a relationship with

newly acquired client subsidiary

. Managed team of professionals to design and implement a managed

staffing program customized to our client's internal processes

. Led initiative to stimulate cultural change within the organization on

the hire and management of contract labor

. Established and updated existing Standard Operating Procedures for

managing contract employees

. Standardized job descriptions and bill rates for all contract

positions

. Established and managed a diverse tier of sub-vendors to assist

staffing needs for both accounts

. Managed 6 - 10 on-site recruiters and off-site support representatives

as necessary

. Sourced, recruited and pre-screened high level candidates as necessary

. Designed Monthly and Quarterly reports for each account

. Managed monthly invoicing processes to insure accuracy

. Conducted on-going research and development for pharmaceutical and

biotechnical accounts for CDI nationwide

. Exceeded monthly revenue and direct margin goals on a consistent basis

. Budget responsibility for two business units

. Responsible for Human Resource procedures involving staff and field

employees

. Negotiated contracts and sub-set agreements with sub-vendors in CDI's

favor

. Successfully converted sub-vendor employees to CDI payroll to increase

CDI headcount and profitability while maintaining relationships with

sub-vendors and related managers

. Coordinated on-site client visits and on-site references for new

business

. Assisted the Director of Service Delivery in the design of the RPM

Business Model for CDI Professional Services

Program Coordinator, Worcester, MA (July 2000 - October 2001)

Responsible for daily operations of CDI's Managed Staffing Program at

Allmerica Financial.

. Established and developed SOP's for managing Allmerica telemarketing

contract labor force involving over 300 part-time employees.

. Responsible for on-site recruiting efforts for telemarketing positions

for Allmerica Financial

. Responsible for on-site recruiting efforts for high-level contract

professional positions for Allmerica Financial

. Monthly and Quarterly reporting of contract activity on-site at

Allmerica Financial

. Consulted with Allmerica managers regarding contract labor or project

outsourcing

. Assisted the Program Manager with various account management duties

. Assisted in managing a diverse tier of sub-vendors to assist staffing

for Allmerica Financial

. Responsible for all on-site processes and procedures to insure quality

service delivery

. Responsible for managing the weekly orientation, human resource

procedures and payroll issues for employees

Staffing Specialist, Hopkinton, MA (April 2000 - June 2000)

Responsible for on-site recruiting efforts for Today's Staffing, a division

of CDI Corporation on-site at EMC Corporation. The EMC account was lost to

another on-site vendor in June 2000.

Enterprise Rent-A-Car

September 1998 - March 2000

Assistant Branch Manager, Natick MA (November 1999 - March 2000)

Responsible for daily operations for the second largest branch in the state

of Massachusetts.

. Increased the Customer Service levels from 70% satisfied to over 90%

. Increased fleet size and maximized profitability by 25%

. Responsible for managing and training 5 management trainees, 2 drivers

and 1 car prep

. Responsible for coordinating rental car return and delivery maximizing

the time period each car is rented

. Corporate Account sales person -responsible for weekly sales calls to

local and area businesses to reach our goals for corporate rental

business.

. Assisted the branch manager in maximizing profit and direct margin on

a monthly basis

. Daily sales call to local and area insurance companies, body shops and

car servicing shops to acquire additional business

. Responsible for accounts receivable for the entire branch

. Involved daily in negotiation with insurance adjusters regarding

rental car claims and payment

. Responsible for resolution of disputes and customer service concerns

when necessary

Assistant Branch Manager, Leominster, MA (June 1999 - November 1999)

Responsible for the duties listed above for a small branch.

. Increased Customer Service levels from 80% to over 90%

. Increased fleet size and profitability by 40%

. Responsible for managing and training 3 employees, 1 driver and 1 car

prep

Management Trainee, Leominster, MA (September 1998 - June 1999)

. Responsible for the rental and delivery of rental cars

. Completed the 1 year training program in less than 9 months

. Customer Service to all customers

. Assisted the branch managers with sales calls to local and area

businesses

. Assisted branch managers with receivables

LensCrafters, Greensboro, NC and Myrtle Beach, SC

July 1997 - August 1998

Optician and assistant to the on-site Optometrist

Nostalgia Caf , Northwood, NH

January 1997 - July 1997

Manager of a small caf . Responsible for daily operations, employee

management, food orders and customer service.

Pearle Vision, Manchester, NH

January 1997 - July 1997

Sales Associate and night-closer. Responsible for eyeglass sales, nightly

reports, and general customer service.

Education

B.A. Advertising Public Relations, December 1996

Pensacola Christian College, Pensacola, FL

Contact this candidate