Sales Customer Service

M ichael J. Cook

** ********* **.

West Seneca, NY 14224

Home 716-***-**** ***********@***.***

Objective: Continuance of my career in an upper Operations/ Sales Management

capacity which will enable me to utilize my extensive experience.

• General Operations: I nvolved in the General Operations of a sales driven

w holesale/distribution and supply chain, management, service organization. This

has encompassed: sales, sales supervision, program/project management, financial

oversight, planning and forecasting, customer service, t raining, marketing/business

development, strategic planning, development of customized products, contract

negotiation, shipping/receiving/logistics, etc.

• Sales: E xpansive individual and sales management experience of both products and

services. Spearheaded the entire sales cycle, from ini tial client consultation, needs

assessment, product demonstration, added services, price negotiation to final sales

closing. Managed a global ter ri tory generating $185 million in annual revenue with

accountability for maximizing profitability. The sales philosophy concentrates on

l istening to the customer’s needs and offering a solution.

• Business Development/Strategic Planning: Copious amounts of Business

Development/Strategic Planning experience for the corporation and our customers.

Developed and implemented plans and programs to enhance customer relationships,

build partnerships, ultimately identifying opportunities, organizing resources,

forecasting monetary gains, and executing plans to increase revenue and

p rofitability. Developed customized product and service solutions for clients through

business planning development and leveraging both entities resources to gain

dominant market share enabling “win-win” scenarios.

• Market Development: Consistently sought increase of revenue and profitability

t hrough generation and germination of existing accounts or soliciting new accounts.

T his was accomplished through educating and empowering my sales team on proven

techniques to maximize “add-on sales”. Overseeing two major reseller accounts and

quoting multi-million dollar opportunities daily. Being the liaison between

manufacturers, internal “Senior Management” and customers to find suitable

p rofitable items for all entities, and following up with any leads secured from a

variety of sources on possible potential customer/clients.

• Marketing: M arketing exposure utilizing various analyses such as competitive

i nitiatives, t rending on existing and new product int roductions, client needs,

demographic studies, pricing, market share, etc. Then sourced, eliminated or

i nt roduced products to maintain the company’s competitive edge in the market place

and be known as a “value-added” solutions provider.

• Project/Program Management : Superior Project/Program Management expertise

i ncluding operational, organizational, sales driven endeavors, system

i nstallments/enhancements and numerous other special “Organizational” needs as

t hey developed. This philosophy works using a “backwards forward” approach which

v isualizes the end product fi rst identifying the needed components and then

i mplementing action to bring about successful completion.

• Shipping/Processing/Logistics: Recognized for pioneering enhanced EDI and

X ML solutions within my account base and DCC division to meet the needs of

complex customer electronic ordering processes for logistical distribution of products

(software, hardware, licensing, and services). Directed the start up and setup of this

new enhanced version of EDI (Electronic Data In terchange) to better support my

customers needs with special pricing, program pricing, direct shipments, licensing

orders, faster order processing requiring minimize manual labor, and extensive

feature “follow the sun rule” (which determined the warehouse shipping location

based on the t ime of day – to ensure same day order processing and shipment).

• Bidding/Quoting/Negotiation: C reated bids and quotes daily, and reviewed

p rofitability analysis for all large pre-sale opportunities, as t ransactions averaged

$100,000, with the largest opportunities exceeding $5,000,000. Negotiated daily with

vendors/manufacturers for my resellers and their end users to obtain special pricing

for large volume opportunities in competitive situations. Experienced Key

Negotiator, proactive, persistent, and persuasive, with superior closing skills.

Decisive decision maker highly involved with executive management during contract

negotiations with my resellers.

• Inventory Control: Responsible for t racking the inventory needs of clients which

i nvolved interacting with vendors, internal business managers, and clients on a daily

basis. U tilizing J.I.T. inventory methods maintained appropriate levels of a company

d istributing 1300 total lines equaling approximately 60,000 skus. The focus was to

maintain availabili ty while maximizing cash f low.

• Scheduling/Prioritizing: A dept at multi-tasking and prioritizing, tasks involving

sales, general operations, reporting, employee responsibilities and client interactions

to ensure that daily, weekly, monthly, and quarterly objectives are met. As the need

a rises, skilled in adjusting to “ASAP” conditions or to react and satisfy customer

needs, while ensuring the overall objective is fulfilled.

• Rollout Specialist: Consistently involved in the distribution and rollout process of

specialized equipment “software and hardware”, which required detailed

configuration and delivery scheduling to meet reseller and end user needs. This

p rocess at t imes required the collaboration and assistance of the manufacturers as

well.

• Advertising: I nvolved with interacting with vendors and internal market

development personnel to advertise promotions using direct/electronic mailings, call

out campaigns and Web applications.

• Supervisory: Vast Management experience of up to 37 employees comprising of

sales, clerical/administrative, customer and sub-contractors. The management

p hilosophy concentrates on thoroughly t raining individuals on tasks and

expectations and then macro managing performance. If necessary a hands-on

approach is initiated to improve individual productivity.

• T raining: I nvolved in the conceptualization, design, implementation and

management of numerous t raining programs. Areas covered included: sales

techniques, job duties/responsibilities, technology issues/product knowledge, and

operational/administrative duties. The utilization of both one-on-one and group

methods were incorporated. The follow up mechanism involved a “check on learning”

approach either through testing or hands on reproducibility.

• Customer Service: C reated and implemented a customer service program which

handled issues through listening to the inquiry/complaint/dispute and within a four

to eight hour time frame bring about resolution to their satisfaction all while

keeping the corporate objectives in mind.

• Quality Assurance: Designed and developed a Quality Assurance “Policy and

P rocedure” program which addressed sales representatives “order-entry” protocol to

maintain customer satisfaction levels at point of sale. Also implemented a t racking

system to ensure delivery of product occurs on time and accurately.

• Computer Literate: Computer li terate in MS Word, MS Office, Excel, PowerPoint,

Outlook, Adobe Acrobat, Nuance PDF Creator/Converter, Diskeeper, Lotus, Trend

M icro In ternet Security, Norton Security, McAfee Security, Computer Associates E-

T rust, Webroot Antivirus/Spyware, VMware Vir tualization Technology, Roxio

C reator, Scansoft Paperport, Corel WordPerfect, and a variety of custom software

packages.

• Event Planning: Copious amounts of event planning experience involved in site

selection, theme development, program outline, entertainment, t ravel, food/beverage,

and promotional coordination for up to 900 participants.

• I nternational Business Experience: S trategically involved in In ternational

B usiness Development working with resellers in Canada, Europe, Latin America,

and Asia to increase global presence. In ternally we out-sourced our customer

service, technical support, and sales support to Manila, Philippines. Reporting to me

d irectly were two sales support representatives and one customer service

representative.

• Presentation: P resentation skills to groups comprised of In ternal Senior

M anagement, Client Senior Management, employees, peers, and vendors. The topics

have covered a wide range of areas, dependent on audience, including: generation of

new business, increasing market share, financials, budget/forecasting analysis,

p roduct knowledge, service/support mechanisms, job duties/responsibilities, sales

techniques, and policies/procedures. The utilization of PowerPoint, brochures, hand-

outs and other ancillary material was incorporated to aid retention of information

and solicit group participation.

• Hi r ing/Fi ring: Recruitment, selection, interviewing, hir ing and termination of

employees primarily comprised of sales, support and sub-contractors. The focus was

on the initial selection process to match skills with job duties/responsibili ties and to

ensure personalities fit the corporate culture. This led to a high retention rate and

above average motivation and thus increased sales/profits.

E xperience:

Advance 2000, Inc. Amherst, New York 2009 –

C ur rent

B usiness Solution Specialist (Consultant), M id-Size, SMB Market

I ngram M icro, Inc. Buffalo, New York 1987 – 2008

Senior Account Sales Manager, Direct/Corporate/Consumer Market Division

E ducation:

S tate University of New York at Buffalo 1986

B.S. Business Administration/Business Studies

T raining:

Certificates

S trategic Selling and Conceptual Selling (Miller-Heiman)

F rontline Leadership (Zenger-M iller)

P lanning (Franklin Covey)

3Com University – Certification H/W Specialist

Certified Cit rix S/W Specialist

C isco SMB Certified Sales Expert

M icrosoft Boot Camp Licensing Expert

A lcatel-Lucent Certified Sales Representatives

Symantec Sales Expert

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