Customer Service Sales

Laurie A. Trotta

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

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

Sturbridge, MA 01566

Mobile Phone: 508-***-****

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

Seasoned convenience franchise sales executive with proven track record in

franchising and multi-unit store operations. Skilled at driving high sales

performance, P&L management, strategic planning, and business development.

KEY STRENGTHS

Franchise Sales; Monitored franchise fee income budgets for New England

Region.

Complete performance measurements as required and maintains consistent high

standards.

Leadership/Talent Management; Goal-driven leader who maintains a productive

climate and confidently motivates, mobilizes, and coaches employees to meet

high performance standards and develop for future growth. Objectively

assesses the skills and abilities of others and empathically delegates

projects in a way that encourages individual and team development.

Managing Multiple Priorities/Adaptability; Flexible team player that

thrives in environments requiring ability to effectively prioritize and

juggle multiple concurrent projects. Responds artfully and effectively to

the requirements and realities of the presenting situation.

Interpersonal Abilities/Teamwork; Proven relationship-builder with

unsurpassed interpersonal skills. A resourceful team player who excels at

building trusting relationships with customers and colleagues.

Problem-Solving/Decision Making; Innovative problem-solver who can generate

workable solutions and resolve challenge deductive reasoning ability. A

balanced decision maker who calculates risks carefully

Professional Profile; Dedicated professional with a very strong work ethic

and desire to be the best at what she does. Highly regard for her talent,

leadership, and good humor.

SIGNIFICANT ACCOMPLISHMENTS

Franchise fees; Total dollars achieved in franchise fee from 1998 through

2009 $12,571,780.00.

Acquisition/Conversations; Acquisition of a convenience retail/petroleum

chain consisting of one hundred and thirty two stores franchised with in a

two year period of time.

Workforce Planning; Workforce Planning Program for Franchise. The program

allowed the franchisees to: reduce turnover and associated labor costs,

identify and prepare leaders and managers for multi-unit growth,

Customer Service Improvement Analyzed customer activity and sales in retail

stores and implemented policies to improve customer service by reducing

wait time at register checkout

Financial Management Training; Financial management training for

Franchisees to help them better understands how to manage their profit and

loss statements to enhance bottom line profits.

New Franchise Agreement; Implemented the roll out of new company franchise

agreement to 250 stores.

PROFESSIONAL EXPERIENCE

7-Eleven, Inc 1992-2009

Franchise Sales Manager (1998-2009)

Establish franchise fees for New England Region for 250 convenience stores

and gas locations. Ensure performance standards are within company guide

lines.

Complete all franchise documentation and agreements.

Schedule franchise training,

Review store readiness for changeover.

District Manager/Field Consultant (1992-1998)

Responsibilities included the daily operation and merchandising of 20

convenience stores and gas locations in New England Market.

Responsible to promote change and improve profitability, working with

franchisees.

Cumberland Farms

District Manager/Area Sales Manager (1983-1991)

Total P & L responsibility for up to twenty convenient stores which

included interviewing and hiring Store Managers, store and gas sales,

inventory control, customer service, merchandising and ordering.

Trained newly promoted Area Sales Managers

Interacting with Direct Store Delivery vendors with product merchandising

and ordering.

EDUCATION

Putnam High School

COMPUTER SKILLS

Microsoft Office

Oracle

Peopleclick

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