Customer Service Sales

Leon J. Golden

*** ***** ***** ****** (***) *** - 8993

Broken Arrow, Oklahoma 74012 ********@*****.***

Summary of Qualifications

Accomplished and results-driven management professional possessing

exceptional communication skills. Demonstrated ability to streamline

operations that enhance efficiency and company profit. Superior problem

resolution skills in complex, fast-paced, multiple priority sales and

production environments. Proven performer in new business development that

wins market share and grows revenues. Solid track record of consistently

surpassing corporate goals through sales and operations strategy, customer

service, staff development and project execution.

Professional Experience

Penske Truck Leasing - Tulsa, Oklahoma 2002 - Present

Assistant District Rental Manager

2008 - Present

Selected as the Liaison between Penske and its Agents as an operational

leader serving 24 Agent locations in a high road travel, consumer-oriented

(one-way and local) rental equipment provider, maintaining and distributing

a fleet of over 200 vehicles daily.

. Prospect, locate, train, and open new locations.

. Follow-up phone calls to convert quotes into reservations with a high

conversion rate.

. Forecast and analyze location's revenue production to differentiate

the poor from the satisfactory .

. Respond to customer service issues and resolve customer conflicts.

. Analyze daily district vehicle demand to match fleet location and

apply rate maintenance as necessary.

. Call on competition to survey their rates in comparison to Penske's.

. Compute, input and monitor payroll of employees.

. Research, forecast and develop business plan to achieve revenue goals.

. Monitor profit and loss statements and make adjustments in plan where

needed.

. Make quarterly visits to all locations to discuss reviews, goals,

training and set agendas.

District Rental Representative

2002 - 2008

Selected as the sales and operational leader of a high volume, multiple

location one-way rental and local leasing equipment provider, serving

household and commercial customers with 23 employees and 200 vehicles.

. Upsold packing supplies and moving equipment when assigning vehicles

to customers.

. Cold called more than 25 commercial prospects weekly with a high

customer conversion rate.

. Consistently exceeded corporate policy for compliance with state fuel

tax reporting requirements.

. Lead "Express Rental Checkout" program, ensuring customer satisfaction

and operational efficiency.

. Analyzed daily district vehicle demand to match fleet location,

meticulously planning vehicle maintenance.

. Acquired new customer accounts by successfully executing telemarketing

campaigns and outside sales calls.

. Prevented trigger of free rentals by resourcefully securing vehicles

for customers.

. Established new annual revenue targets by daily delivering exceptional

customer service.

. Developed significant referral business from current customers based

on service reputation.

. Authorized to negotiate rates with competitors' customers, setting

sales strategies that gain market share.

. Conveyed to customers company rental and leasing policies and resolved

discrepancies rates, invoicing, contents damaged and vehicle

performance.

Diversa-Graphics - Tulsa, Oklahoma 1999 - 2001

Shipping/Receiving Interim Manager/Associate 2000 - 2001

Promoted to manage a warehouse receiving raw materials and shipping of

finished goods for this printer of laminated products and packages for

national publishers such as Zondervan and Fastmark. Negotiated with

material vendors and freight carriers, forecasted shipping requests,

reconciled bills of lading with purchase orders and established quality

controls for raw and finished goods.

. Optimized FedEx shipping expenses, inventory levels and warehouse

space utilization.

. Successfully aligned warehouse operations with internal company staff,

including requests from sales, credit, management and customer

service.

. Developed safety, efficiency, loss prevention, quality and customer

service standards, lowering expenses and raising product quality and

service.

Cutter Operator 1999 - 2000

Brought on to work as a skilled offset commercial printer, programming and

servicing Heidelberg-Polar equipment and fulfilling customer orders.

. Consistently exceeded production targets by efficiently computing

print and laminated job parameters.

Commercial Financial Services - Tulsa, Oklahoma 1997 - 1999

Senior Account Officer

Promoted from a competitive group of 3,000 employees of the leading

national consumer accounts receivable management firm to recover in arrears

account portfolios valued at over $1 million.

. Efficiently negotiated and settled 70% of accounts per portfolio with

40% immediate payment and 30% secured, scheduled payments, recovering

50% to 100% of debt due.

Ross-Martin Company - Tulsa, Oklahoma 1993 - 1997

Account Executive 1996 - 1997

Selected from 100 employees by management to sell custom commercial

printing services on behalf of this local document printing company.

. Successfully negotiated price, product specifications and delivery

options; controlled inventory levels; and built long-term customer

relationships.

Shipping and Receiving 1995 - 1996

Promoted to warehouse management. In charge of customer deliveries,

inventory management, quality control and United Parcel Service and Federal

Express shipping accounts.

. Attended college part-time while efficiently assuming new tasks.

Cutter Operator 1993 - 1995

Detail-oriented offset commercial printer; operated Heidelberg-Polar

equipment and packaged custom print orders.

. Computed most efficient cost, time and materials approach to printing

jobs.

United States Air Force - Travis, California; Incirlik, Turkey; March,

California AFBs 1988 - 1992

Air Cargo/Air Transportation Specialist

Served in military and tactical airlift commands transporting mail,

baggage, passengers, sensitive and hazardous cargo worldwide. Managed all

aspects of logistics including terminal security; manifest reconciliation;

cargo labeling, documentation and inspection; cargo load analysis;

warehouse storage; and heavy machinery operation.

. Self-motivated to develop senior skills in airplane load analysis and

facilities and equipment management.

Education

Northeastern State University - Tahlequah, Oklahoma 2003

Bachelor of Science in Business Technology

Concentration: Logistics

Tulsa Community College - Tulsa, Oklahoma

1996

Associate of Liberal Arts

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