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Customer Service Sales

Location:
Scottsdale, Arizona, 85267, United States
Posted:
May 29, 2010

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Eric Kaufman

abkxtn@r.postjobfree.com

Cell (480) ***-****

I recently saw your posting for a VP Operations (Bell, CA) for a company

that is in the international mail and domestic mail services company

sector. My background and skills are exactly what you and your client is

looking for, except I have no industry experience in that business sector.

However, I thought I would use this posting to personally reach out to you

as key decision makers regarding talent acquisition for your clients. My

intent is that once I introduce you to my background that your company may

have other similar open positions - either currently or in the future that

would be a great match for both your client and myself.

My background is very unique in that it combines business experience in

fortune 50, mid-size, and start-ups companies which provides me with

processes and structure to help grow a company and yet the entrepreneur

spirit and knowledge to take new ideas and quickly turn them into reality.

I have been leading companies for the past 10 years and I have just

completed a nationwide expansion of an operations and sales team which

resulted in the ultimate sale of the company. I am looking for a growth

company that will allow me to effectively utilize my managerial,

operations, sales, financial, technology, business processes,

reengineering, and training skills. An organization where I have the

ability to "make a difference" every day.

I have learned a great deal from my experiences including the importance of

establishing a culture which creates and organization. By establishing

clear goals, providing the tools and knowledge people need, coaching and

mentoring employees through new experiences, and through proper

measurements tied to compensation - employees can grow and prosper with the

company.

I have years of managerial experience and operational knowledge, sales and

product development, financial knowledge, technology and systems

development, and HR expertise. These skills combined with my passion for

mentoring and developing staff helps organizations take that next step of

growth and profitability. However, I am most proud of my leadership in

building teams and the ability to create world class experiences for every

customer and client interaction. My background includes:

Operations Customer Service

Leadership Leadership

Finance and P&L Sales and Marketing

Leadership Leadership

Technology and Systems Product and Process

Development Leadership Management

Benchmarking and Human Resource

Measurement Assessment and Training

I have attached a resume which outline my successes and background of

experience. I am the person to help your clients achieve their growth and

vision.

Sincerely,

Eric Kaufman

abkxtn@r.postjobfree.com

(480) ***-****

Eric Kaufman

abkxtn@r.postjobfree.com

Cell (480) ***-****

I have the skills, the experience, the focus, and the energy that you are

looking for.

I know that you must get many resumes of people who don't fit the exact

requirements of many of your positions. I am in fact not one of them. As

a successful leader in the business world I am continuing to look for my

next career challenge. The position of VP Operations (Bell, CA) requires

an established professional leader - and I am your guy. I am looking for a

growth company that will allow me to effectively utilize my managerial

experience, operational knowledge, sales skills, technical knowledge, and

ability to "make a difference" every day.

My background is unique and combines a powerful business experience in

fortune 50, mid-size, and start-ups companies which allows me to have the

processes and structure to help grow a company and the entrepreneur spirit

to take new ideas and quickly turn them into reality. I have been leading

companies for the past 10 years and I have just completed a nationwide

expansion of an operations and sales team which resulted in the ultimate

sale of the company. My leadership and drive can help you achieve the

corporate growth that you are looking for.

I have learned a great deal from my experiences including the importance of

establishing a culture which creates an environment where vision, values,

and goals are tied into personal accountability for every person in the

organization. By establishing clear goals, by providing the tools and

knowledge people need, by coaching and mentoring employees through new

experiences, and through proper measurements tied to compensation -

employees can grow and prosper with the company.

As a proven leader in many multi-site/multi-state organizations I have

extensive experience in Operations, Customer Service, Sales and Marketing,

Finance, Technology, HR, and vendor relationships, as well as managing

organizations to achieve increased profitability. However, I am most proud

of my leadership in building teams, my mentorship and staff development,

and my ability to create an environment of world class experiences for

every customer and client interaction.

I am currently seeking a position in an environment where my ability to

create and implement innovative concepts and processes will directly

contribute to the overall success of the company. My background includes a

unique and powerful combination of Managerial positions in the following

areas:

Operations Customer Service

Leadership Leadership

Finance and P&L Sales and Marketing

Leadership Leadership

Technology and Systems Product and Process

Development Leadership Management

Business Planning and Human Resource

Benchmarking/Measurement Assessment and Training

*A history of operational excellence and action oriented results that

consistently exceed challenges and expectations

*Exceptional leadership through mentorship and motivational communication

*Extensive interviewing, hiring, training, and human resources assessment

and experience

*Significant P&L experience and financial reporting

*Superior customer service skills obtain through 14 years at AMEX

*Extensive experience in managing high volume and high stress units with

multiple deadlines

*Significant experience in managing multi-products and multi-remote

locations

*Extensive technology experience (20 years of leading projects and teams)

including web 2.0 products/solutions for businesses

*Exceptional change management and process redesign experience and formal

re-engineering training

*Significant product and project management experience and strategic

planning background

*Active sales and marketing leadership resulting in new product development

and branding

*An MBA degree in management and economics

Eric Kaufman

abkxtn@r.postjobfree.com

(480) ***-****

Professional Summary

Over 28 years of management and leadership in Operations, Sales,

Technology, Business Planning and Re-engineering, Finance, and Human

Resource Assessment. Expertise in leadership, staff management and

development, implementing operational efficiencies, and increasing

profitability based upon creating organizational cultures built upon

personal accountability for each individual. Known for delivering world

class customer experiences through the utilization of effective planning,

process design, and problem resolution techniques. Exceptional leadership,

communication, presentation, facilitation, and motivational skills - a

proven mentor and change agent. Academic credentials include MBA degree

and Adjunct Professor.

CompeTENCIES

Leadership Developing Subordinates Results

Innovation

Problem Solving Managing and Measuring

Planning Strategic Thinking

Customer Focus Personal Accountability

Creativity Process Driven

Employment History

Director of Operations and Board Advisor 2006 - 2010 - The Branding Spot

Scottsdale, AZ

Member of the executive team responsible for Company operations, direction,

and vision. Managed a team of 20 employees through its US sales and

operations expansion. Areas of responsibility included: Sales, Operations,

Technology, Finance, Legal, and HR. Accountable for managing a $3 million

dollar budget.

. Led US expansion of operations and sales to 20 key markets. Recruited

core Operations, Sales, and Technology team

. Managed and mentored sales team

. Redesigned technology to be web 2.0 with significant focus on social

networking exploitation

. Created online tools, training modules, and operating philosophy for a

virtual connected organization

. Established key banking and supplier relationships to reduce costs of

goods sold by 20%

. Negotiated licensing agreements with key national organizations

. Created new web based revenue streams for many non-profit organizations

. Negotiated sale of company at 5x revenue

Director of Operations and COO 2008 - 2009 - EventPro Strategies,

Scottsdale, AZ

Lead the executive team responsible for Company direction, vision, goals,

and operations. Managed a team of 45 employees including 6 direct-report

managers. Areas of responsibility included: Operations, IT, Sales,

Marketing, Finance, and HR. Increased profitability levels by 25% by

improving margins and automation. Accountable for managing a $6 million

dollar budget.

. Changed organizational culture and operating philosophy

. Redesigned and re-engineered all processes which resulted in significant

costs savings and productivity improvements

. Re-engineered all technology to be Web 2.0 driven

. Designed new marketing tools and strategies and increased presence in

social networking

. Restructured all financial reporting and accounting activities to align

with implemented budgetary processes

. Improved customer service inquiries by 40% by implementing key quality

check points throughout our processes

. Project management cost for largest programs were reduced by 30% as a

result of technology and process automation

. Created organizational vision and values linked directly to goals,

performance measurement and rewards programs

Director Admissions and Evaluation 2007 - 2008 - University of Phoenix,

Phoenix, AZ

Directed an organization of 275 employees including 14 direct-report

managers who were accountable for the processes and activities of the

Admissions Office with student enrollments exceeding 400,000. This

included overseeing credit evaluations from regionally and nationally

accredited institutions and all other transfer credit activities.

Productivity levels improved over 45% with cost reductions achieving over

$1 million in savings. Accountable for managing a $3 million dollar

budget.

. Increased productivity levels by 45% through workflow redesign while

reducing headcount 60%

. Designed and implemented key technology platforms to decrease processing

times by 30%

. Improved daily operations management by increasing awareness through the

use of key measurements

. Represented the organization in key national user groups including

speaking at conferences

. Implemented budgets at the individual unit level to allocate costs and

improve profitability

. Recruited core leadership and management team

. Designed, implemented, and facilitation structured supervisory leadership

program to over 45 high-potential employees

Chief Operations Officer 2000 - 2006 - Telesoft Corp. Phoenix, AZ

Key member of the executive team responsible for Company direction, vision,

goals, and operations. Managed a team of 70 employees including 8 direct-

report managers. Areas of responsibility included: Operations, Technology,

Sales, Marketing, Finance, and Human Resources. Produced profitability

levels of 20%. Accountable for managing a $10 million dollar budget.

. Changed organizational culture/operating philosophy and created

vision/values linked directly to goals and rewards

. Redesigned and re-engineered all processes which resulted in significant

costs savings and 60% productivity improvements

. Increased sales by 100% over 5 year period - selling Enterprise Solutions

rather than individual modules

. Established a Marketecture philosophy to roll out new products

. Worked with R&D to create 3 new products leading to rapid redeployment of

resources to create new outsourcing services

. Implemented formal change control, problem management, and application

development tools and processes

. Recruited core Operational, Sales, Technology, Finance, and Management

team

. Established active community involvement/volunteerism philosophy.

Created user conference attended by 60% of customers

VP Information Systems and Director Technical Services 1996 - 1999 -

ProMark One, Scottsdale, AZ

Directed a staff of 75 employees including 9 direct-report managers

responsible for all technology services to support 4,000 users. Key member

of executive team and strategic planning. Areas of responsibilities

included: Application Development, Databases, Production Control, Network,

Help Desk, and Change Management. Accountable for managing a $20 million

dollar budget.

Significant automation of all processes allowing an increase in the client

base by 200% while keeping technology staff flat

Negotiated Telcom agreements resulting in over 2 million dollars in annual

savings

Time to market for new application development reduced by 100% with quality

improved due formal QA processes

Implemented offshore coding in India to relieve recruiting pressures

resulting in a significant cost savings

On-time delivery of products improved by 50% with system downtime reduced

by 40%

Established a 24x6 Help Desk which handles over 10,000 monthly calls with

an average resolution time of under 24 hours

. Successfully integrated two acquired companies' technology into a single

platform converting 14 remote sites

. Participated in due-diligence process for eventual corporate merger

Director MIS - Email, Messaging, Global Access, and EDI 1995 - 1996 -

American Express, Phoenix, AZ

Director MIS - Technologies Business Planning 1992 - 1995 - American

Express, Phoenix, AZ

Director MIS - Change Control and Re-engineering 1989 - 1992 - American

Express, Phoenix, AZ

Managed a staff of 30 employees responsible for global delivery of email,

messaging, and e-commerce for 45,000 users. Results included worldwide

rollout of Lotus Notes, and electronic commerce. Provided leadership for

coordinating all business planning activities across IT departments.

Results included the establishment of a formal change control unit,

standardized goals/monthly reporting, benchmarking metrics, and improved

vendor relations. Re-engineering efforts led to a savings of $25 million

dollars.

Implemented processes which facilitated a 40% growth in email usage with a

18% decrease in customer inquiries

Converted and installed over 6,000 new Lotus Notes users and began

International rollout in 18 countries

Completed benchmarking studies for U.S. and International sites.

Implemented recommendations saving of 5 million

Coordinating all activities associated with hardware, software,

applications, and network changes (over 5,000 per month)

Manager Data Center Operations 1987 - 1989 - American Express, Phoenix, AZ

Manager Media Services 1986 - 1987 - American Express, Ft. Lauderdale, FL

Supervisor Computer Operations 1983 - 1986 - American Express, Ft.

Lauderdale, FL

Management Development Assessment Center Facilitator - 1982 - 1983 -

American Express, Ft. Lauderdale, FL

Graduate Management Executive Program 1982 - American Express, Ft.

Lauderdale, FL

Managed a staff of over 500 employees including 10 direct-report

supervisors in a 24x7 processing environment associated with online

availability and product delivery for 45,000 users. Results included the

daily planning, and monitoring of activities to ensure effective

utilization of resources to achieve production schedules. Accountable for

managing a $21 million dollar budget.

Assisted in the cross country migration of two data centers into one

consolidated processing center

Improved system availability to over 99.9% which dramatically improved

customer service inquiries

Managed on-time SLA execution of 500,000 production jobs while maintaining

online queries of 4 million daily transactions

Designed and implemented a Help Desk with 1,000 daily calls. Directed the

printing and distribution of 5,000 daily reports

Education

Master of Business Administration - University of South Florida, Tampa, FL

Major in Management, minor in Economics, GPA 3.3

Bachelor of Arts in Business Administration - University of Florida,

Gainesville, FL

Major in Management, graduated with Honors, GPA 3.4



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