Customer Service Sales

Jeri L. Stortzum

**** ***** **** ~ Mattoon, Illinois 61938

Telephone: 217-***-**** ~ Cell Phone: 217-***-****

e-mail: **********@*******.***

MANAGEMENT EXECUTIVE

HumanResources ~ Business Development ~ New Product Development

Sales/Marketing ~ Strategic Business Planning ~ Sourcing ~ Business

Consulting

Forward thinking leader in planning, developing, and marketing new products

and services; devising strategies for revenue creation and cost reduction;

and evaluating courses of action for quality improvement. Proven track

records in market assessment, penetration and growth; organizing and

managing sales and negotiation using a solutions selling approach. Strong

interpersonal skills, and decisive management style leading cross-

functional teams and managing multi-million dollar budgets.

PROFESSIONAL ACHIEVEMENTS & EXPERIENCE

Manpower, Mattoon, Illinois June, 2007 -

April, 2010

Branch Manager February, 2008 - April,

2010

. Expand the $4 million annual revenue for the branch by acquiring new

customers, broaden services to existing customers and reestablish lost

accounts.

. Assure that branch operational and financial performance goals are

met.

. Develop and implement a consistent business development and growth

program to increase market share, maximize billable hours and increase

operating profits.

. Direct and manage Staffing Specialists customer development activities

to create and develop a good business relationship with customers and

to retain and build additional revenues.

. Manage the accuracy and timeliness of the weekly payroll for 200 - 300

temporary associates, client billing and the collection of invoices

and past due accounts.

. Implement and manage a detailed marketing campaign to increase

customer awareness.

. Assist management in the annual preparation of a detailed forecast

including projected billable hours, sales, gross profit and net

profit.

. Negotiate all contracts and prepare all request for proposal.

. Implement and ensure the integrity of operational standards.

. Manage expenses necessary to achieve the desired net operating profit.

. Determine customer credit extensions with assistance from the

corporate credit department.

. Respond to and effectively manage customer complaints.

. Implement and monitor activities to recruit, train and retain

temporary employees needed to fill all available assignments.

. Effectively select, direct, train, manage and evaluate permanent

staff.

. Regularly communicate with the recruiting team to identify highly

placeable candidates to place with target accounts.

. Oversee risk management, perform safety reviews and manage all worker

compensation claims.

. Manage various aspects of branch operations required to ensure

compliance (worker's compensation, unemployment, human resources,

legal, WOTC, etc.)

Jeri L. Stortzum, p. 2

Manpower, Mattoon, Illinois

Business Development Manager June, 2007 - February,

2008

Covering Decatur, Champaign, Rantoul and Mattoon

. Responsible for driving sales, thus increasing gross profit, by

developing strong client relationships with new and existing clients.

. Develop and manage territory coverage and account strategy plans and

execute against sales objectives, margin goals, and overall business

strategy.

. Develop and implement sales strategies for new account prospects,

focusing primarily on higher margin retail prospects and new business

opportunities within active and inactive accounts.

. Responsible for identifying, prospecting, and securing business

opportunities to support new revenue growth.

. Familiarize established accounts with Manpower products, services, and

thought leadership materials.

. Conduct follow-up service calls to all accounts on a regular basis.

. Assist in the accuracy and timeless of client billing and collection

of invoices and past due accounts.

. Responsible for building strong relationships with the internal

delivery and leadership team.

. Collaboration with branch managers to develop a communication plan and

an overall client satisfaction plan.

. Collaborate with recruiting team to identify types of business the

team is most likely to fill successfully.

. Regularly communicate with the recruiting team to identify highly

placeable candidates to place with target accounts.

Carle Foundation Hospital, Urbana, Illinois November,

2005 - May, 2006

Regional Representative

. Manage facilitating successful referrals from regional providers and

hospitals.

. Manage development, implementation and evaluation of strategic

marketing initiatives.

. Manage referral provider feedback to assure favorable outcome.

. Manage outreach plans and marketing strategies to assure patient

referral growth.

Federal Express Freight: Arcola, Illinois June, 2004 -

November 2005

Operations Supervisor

. Manage delivery of outbound freight consisting of more than three

hundred bills and three hundred thousand pounds resulting in daily

average revenue of more than $40,000.

. Manage eleven road drivers, ten dock associates and three office

associates.

Ingersoll-Rand Blaw-Knox: Mattoon, Illinois March, 2000 -

August, 2003

(division closed 08/03)

Manufacturer - Road Paving Equipment

Special Assignment

. Manage group of ten salaried personnel in providing aftermarket

products to customer base in both the USA and overseas. On average,

98% of customer orders were shipped same day.

Jeri L. Stortzum, p. 3

Procurement ~ Domestic & International

. Manage aggressive cost reduction program resulting in an annual

savings of 24% of the $1,033,429.21 total savings for 2002.

. Manage 33% of the 556 suppliers in current supply base for 2002.

. Manage 58% of all open purchase orders for 2002.

. Manage aggressive Demand Flow Technology cost reduction program

resulting in an annual savings of over $2 million for 2001.

. Manage annual spend of more than $26 million.

. Responsible for corporate budgets and constraints.

. Manage multi-million dollar inventory via perpetual cycle counts and

inventory reports to sufficiently order materials per sales volume.

. Develop and manage supplier sourcing and contract negotiation

techniques that assure continuous quality improvement and cost

reduction.

. Increase profits by developing and managing an e-commerce and JIT

purchasing program.

. Lead internal ISO auditor.

. Develop and manage ISO policies and procedures.

Production Control

. Manage expedition of raw material and manufactured parts for final

product.

. Manage order and velocity of work flow of non-exempt personnel.

. Manage a strong working relationship with both exempt and non-exempt

personnel.

Vantage Technology: Effingham, Illinois 1999 -

2000

Surgical cataract equipment & technician outsourcing provider to physicians

and health care facilities

Director of Marketing ~ Business to Business

. Manage marketing, advertising and customer relations to physicians and

health care facilities resulting in 7,629 surgeries performed in 1999.

. Establish market research and analysis as essential elements of

executive decision making.

. Institute strategic plans and business initiatives for growth and

successful positioning.

. Develop and implement policy and procedures.

. Develop sales contracts.

Sarah Bush Lincoln Health Center: Mattoon, Illinois

1991 - 1999

180 bed rural hospital with satellite clinics covering seven county area

Account Representative ~ Business to Business (including city, state &

federal government)

. Negotiated, persuaded, and converted three disillusioned and non-

affiliated orthopedic surgeons to refer their patients to Sarah Bush

Lincoln Health Center for surgeries. This unprecedented event

resulted in capturing revenues of over $2 million annually.

. Direct business development activities of seven satellite clinics.

. Manage business development activities and continually exceeded annual

corporate revenue expectations for the occupational health program

resulting in adding more than $1.5 million in revenue in one fiscal

year alone.

. Collaborate with internal managers, directors and corporate officers

to solidify course of action and assure strategic outcome of business

to business sales and services.

Jeri L. Stortzum, p. 4

. Develop, implement, and directly responsible for the sale of a new

business plan for employee assistance program providing counseling

services which resulted in covering more than 5,100 lives in the first

two year period of the service surpassing corporate expectations by

more than 3,000 lives.

. Develop and implement business plan for a $300,000 mobile occupational

health care unit traveling throughout a 16 county market area and

directly responsible for sale of services.

. Institute strategic plans and business initiatives for growth and

successful positioning.

. Maintain customer loyalty as an integral part of customer service

resulting in 97% retention of existing customer base with a 2%

reversion to competitors and a 1% to attrition.

. Responsible for corporate budgets and constraints.

. Consult and advise for mission and strategy, organizational

development, marketing, consumer research, business ventures,

membership issues, and regulatory services.

. Establish market research and analysis as essential elements of

executive decision making.

. Develop and facilitate numerous staff development and customer service

programs.

. Develop and conduct numerous educational programs to area employers.

Unit Secretary, 1991 -

1993

. Coordinator of medical information between physicians, nursing staff

and patients/families.

Detection Security Company: Mattoon, Illinois

1990 - 1991

Customer Service/Sales Manager

. Manage the marketing, advertising, customer relations, and recruiting

of sales personnel.

. Manage the sales of all security equipment and services.

. Negotiate the provisioning of services to the largest national

competitor.

Consolidated Communications Operator Services: Mattoon, Illinois

1974 - 1990

Customer Support Manager 1989 -

1990

. Design and provide sales, operational, and financial reports for

customers.

. Develop and manage a specialized telemarketing team consisting of

twenty members generating a 48% gross margin for CCOS.

. Recruit, train, motivate, and lead a sales team to become top

performers.

. Responsible for corporate budgets and constraints.

Consolidated Communications Incorporated: Mattoon, Illinois

Inside Sales Specialist

1987 - 1989

. Market and sell telephone systems to business and industry.

. Achieving consistently top sales person with year-end sales of 38% of

the $1.6 million division total in 1988, and 32% of the $1.2 million

in 1987.

Customer Service Representative 1974-

1987

. Market and sell telephone equipment and services to residential and

business customers.

. Achieving consistently top sales in company wide promotions of

equipment and services.

Jeri L. Stortzum, p. 5

PROFESSIONAL DEVELOPMENT

Effective Strategies for Changing Times; Thinking Beyond the Boundaries;

Sodexho Marriott Facilitator Training; Business Writing Skills; Dale

Carnegie; Continuous Quality Improvement; Accountability Training for

Managers; Situational Leadership; Workplace Diversity and others.

PROFESSIONAL & COMMUNITY ASSOCIATIONS

~ Charleston Area Chamber of Commerce

2009 - Present - Board of Directors

2009 - Present - Communication Committee

2009 - Diplomat

~ Mattoon Area Chamber of Commerce

2008 - Present - Ambassador

~ CEAD Council (Central East Alcoholism & Drug Council) $5 million

operating budget

2008 - Present - V.P., Board of Directors & Executive Finance

Committee

2002 - 2004 - President, Board of Directors

2001 - V.P., Board of Directors

1999 - Board of Directors

~ Human Resource Association

2009 - Present -Member

~ CCAR Industries (Coles County Association for the Retarded) $9 million

operating budget

1994 - 2001 Board Member

1996 - 1999 - Secretary, Board of Directors

EDUCATION

M.S. - Eastern Illinois University, School of Technology ~ Graduated GPA

4.0, December, 2000.

B.S. Eastern Illinois University, Lumpkin College of Business and Applied

Sciences ~ Graduated cum laude, August, 1999.

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