Customer Service Manager
Resume:
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.
Education:
B.S., Cellular and Molecular Biology Graduation: May 8, 2010
Business and Chemistry Minors Cum. GPA: 3.81 (Magna Cum
Laude)
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
Experience:
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
hires
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
licenses
. 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
office
. 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
value
. 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
University
. 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
Counties
. 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
revenues
. 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
processes
. 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
methods
. Built working relationships with many people from different
cultures and backgrounds
References:
LJ Bolton, Office Operations Manager and Certified Patent Paralegal,
Technology Commercialization Office at Utah State University, Logan, UT.
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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