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Customer Service Manager

Idaho Falls, Idaho, 83402, United States
May 26, 2010

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Summary of Qualifications:

Over * years of experience in sales and management. Expertise in

sales, business management, and technology commercialization. Strong

strategic and tactical selling skills with a track record of achieving and

exceeding expectations. Results oriented mindset and excellent time-

management and organizational skills. Experience in consulting, recruiting

and mentoring college-age students.


B.S., Cellular and Molecular Biology Graduation: May 8, 2010

Business and Chemistry Minors Cum. GPA: 3.81 (Magna Cum


Utah State University, Logan, UT GMAT: 680 (Top 15% percent)

Applicable Coursework:

Corporate Finance, 2010

Operations Management, 2009

USU School of Business Internship course, 2009

Accounting, 2009

Management of Organizations and People, 2007

Writing in Science and Technology, 2005

Intermediate Academic Writing, 2005


Vice President of Marketing and Sales, Apr 2010 to present. College Works

Painting, Southeastern Idaho, ID.

Business Development Activities:

. Responsible for launching a new venture in the previously

unopened state of Idaho

. Participated with Owner in creation of new strategic plan for

expansion of a new sales and marketing program

. Prepared hiring tools, advertising and marketing communications

for new position

. Conducted all face-to-face and phone interviews for potential


Marketing Research Assistant, Sept 2009 to Apr 2010. Technology

Commercialization Office, Utah State University, Logan, UT.

Business Development Activities:

. Met face-to-face with principal investigators and lab scientists

to understand their technologies and discuss potential

commercialization pathways

. Developed a small network of life-sci, government, pharma and

biotech contacts

. Participated in the license negotiation of two different life-

science deals

. Created a new more-aggressive recruiting model to hire interns

to replace the old, ineffective hiring model

. Contacted top executives to generate interest in our ideas

. Created a systematic follow-up process leading to commercial


. Secured commercialization interest in a company resulting in a

$66K project grant

Presentation Activities:

. Prepared a presented a pitch to USU's biochemistry/chemistry

departments for a new grant opportunity offered through our


. Pitched start-up sales plan to top officials for a technology

commercialization idea

. Presented marketing campaign results to an inventor so he could

evaluate different commercialization pathways

Market Research Activities:

. Conducted patent searches to test for feasibility before

launching each project

. Compiled market and company information to determine market


. Evaluated the market size for technologies using

LexisNexis/other marketing tools

. Strong PC skills (Word, Excel, PowerPoint)

General Manager, Sept 2009 to Feb 2010. College Works Painting, Logan, UT.

Human Resource Activities:

. In charge of making all the final hiring decisions at Utah State


. Conducted final interviews for all potential applicants (3-stage

interview process)

. Hired 45 interns out of over 2000 students who expressed

interest in our program

. Administrated in an internship ranked top 100 in country by

Princeton Review

District Manager, Aug 2008 to Aug 2009. College Works Painting, Logan, UT.

Recruiting Activities:

. Recruited and interviewed interns in Cache and Salt Lake


. Ranked in top 20% of recruiters nationwide

. Worked with USU internship administrators to enroll all

participants for credit

Training Responsibilities:

. Trained interns in sales, marketing and production management

. Acted as a consultant for 4 operators

. Analyzed and addressed issues on a weekly basis for each intern

. Handled all customer complaints

. Team production exceeded $275,000

. Average Intern profit margins exceed 25%

Branch Operator, Feb 2008 to Aug 2008. College Works Painting, Davis

County, UT.

Intern Responsibilities:

. Hired, trained and managed an eight-employee branch

. Designed and implemented the franchise's most successful

marketing program in Utah

. Trained marketing team that was responsible for over 50% of


. Winner of preseason sales contest

. Estimated painting projects and presented proposals

. Responsible for production management, customer relations and

quality control

. Revenues in excess of $83,000

. Ranked 3rd out of 577 operators in estimates given nation-wide

. Ranked 50th out of 577 operators in sales nation-wide

. Made financial and operational decisions resulting in a 21%

profit margin.

. Ranked in top 10% of interns nationwide and given opportunity to

return the following year as a district manager

. Communicated successfully with Hispanics in Spanish to run

painting projects

Office Operations Manager, summer 2007. Investment Management Consultants,

Salt Lake City, UT.

Business Development Activities:

. Originated new operating procedures to create quality control


. Successfully created 54-page internal systems manual still in

use today

. Worked with executives to create plan for future expansion of

the business

Commercialization Activities:

. Developed plan to generate more referrals through elevating

customer service

. Created customer service plan to increase contact with clients

. Implemented new systems of customer service

Portuguese speaking service volunteer, June 2005 to June 2007 (full time,

24 months). Goiania, Brazil.

Language Skills:

. Fluent in Portuguese

. Proficient in Spanish

Leadership Skills:

. Responsible for training, motivating and leading 130 volunteers

. Managed other leaders and trained them in their duties

. Developed new tactics and implemented these tactics throughout

the organization

. Supervised and trained incoming volunteers

Communication Skills:

. Developed proficiency in speaking in front of large and small

groups in various settings

. Revised lesson plans and trained other volunteers on teaching


. Built working relationships with many people from different

cultures and backgrounds


LJ Bolton, Office Operations Manager and Certified Patent Paralegal,

Technology Commercialization Office at Utah State University, Logan, UT.

(435) ***-****.

Jennifer Bowman, Sr. Manager, Internal Communications, ATK Space

Systems, Corinne, UT. (435) ***-****.

Lyman Platt, Owner of Linden Nursery, Lindon, UT. (801) ***-****.

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