Sales Management
Resume:
Robert K Copeland
Ramsey, NJ 07446
Cell: 201-***-****
*******@*****.***
Summary
Successful manager with a comprehensive background in Service Delivery in the computer
i ndustry. Strong leadership and motivational skills, proven ability to quickly build
r apport, establish t rust and t rain and motivate people. Recognized for professionalism and
commitment to excellence. Demonstrated ability to establish and build professional
relationships and communicate and interact effectively with all levels of customers. Ability
to provide a team –oriented management style focused on motivation and success.
H ewlett-Packard Company
Service Delivery Manager 1999-
2010
Ensured the exceptional and comprehensive delivery of customer support solutions for
enterprise and mission-critical customers in New York and New Jersey. Delivered total
customer support experience resulting in highest level of customer satisfaction and future
revenue production for Hewlett-Packard. Primary management focal point for all customer
support issues. Directly managed and evaluated performance of 20 plus technical support
engineers. Developed and maintained customer relationships at executive level and below.
Accountable for professional and t imely execution of all service-level agreements.
Led New York/New Jersey area in measures of customer satisfaction in three of the
past four years. Customers consistently rated themselves “completely satisfied” with
support experience provided by team.
Led cost saving project aimed at reducing parts used in each service event. Parts
per case reduced from average of 2 down to 1.3. Resulting logistics cost saving was
measured at over $100,000 per quarter.
Sourced, hired and developed 15 technicians to provide onsite support to Hewlett-
Packard corporate customers.
D rove an increase of sales leads delivered by my district on a year-over-year basis.
D istrict consistently exceeded all corporate goals on number of sales leads provided
and incremental revenue. Generated additional revenue of over $365,000.00 in
2009.
Actively worked as a member of the HP account team to renew and grow business
w ith major accounts such as Medco and Deutche Bank.
Taught classes in Advanced Customer Relations and Lead Generation for Service
p rofessionals. Over 100 students were t rained and post evaluations documented
measurable improvements in both areas.
Rated consistently higher than organizational average by my employees in 360
degree survey of job satisfaction and management abilities.
Successfully blended employees from Compaq Computers into my district after
H P/Compaq merger. Bridged corporate culture differences and built a strong,
i ntegrated team
H uman Resources Generalist in Technical Support Organization
1992-1999
As a member of the management team, responsible for developing, implementing and
measuring HR plans in support of business objectives. Provided full range of HR services to
organization of 800 plus employees. Responsibili ties included staffing, development,
performance counseling and consulting.
S taffed multiple jobs, ranging from administrative to graduate technical
levels. Sourced candidates and coordinated team interviewing and selection
p rocess. New hire Retention rates among highest in the company.
Delivered comprehensive offerings of employee and management development
t raining classes. Post event evaluations consistently at 5 in a scale of 1 to 5.
Key contributor to a successful major redesign of business processes. Project
i nvolved major organizational change. I designed and implemented
successful individual and team interventions which allowed employees and
t eams to accept and embrace the changes. Used a variety of techniques and
t ools including Myers-Briggs inventory. My results were cited as a key
r eason for success in the project evaluation by the Managing Director.
D i rector of T raining and Development in Eastern Sales Region
1988 – 1992
Developed, implemented and measured results of management and employee development
p rograms for Sales and Support employees. Supervised a staff of four.
Led a team which developed and implemented the fi rst comprehensive
m anagement
Development program in the Eastern Region. Our program was adopted US
w ide.
Redesigned t raining delivery methods by moving to a more dist ributed model.
Resulted in thousands of dollars of savings in t ravel and expenses each
quarter.
Compensation Analyst 1983 -
1988
Developed and administered incentive and non-incentive compensation programs in Mid-
West sales and support region.
E ducation
M.A., Human Resources Industrial Relations – University of I l linois, Urbana-Champaign,
I l l.
B.S., Education – The Pennsylvania State University, University Park, PA.
Related business t raining courses: I have taken the full complement of management
development classes at Hewlett-Packard, including:
Behavioral In terviewing
Sales and Leadership t raining
Managing Performance
Process of Management
Leadership, Coaching and Teambuilding
Project Management t raining
Writing Effective Performance Evaluations
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