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Customer Service Sales

Location:
Boynton Beach, Florida, 33437, United States
Posted:
May 24, 2010

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**** S. *********

**** ****** ******

Boynton Beach, Florida 33437

561-***-**** E-mail: *******@*********.***

BUSINESS ANALYST ( OPERATIONAL SALES MANAGEMENT

Seasoned Executive with more than 15 years of progressive business

management experience, successfully applying expertise in analysis and

strategies, as well as operational procedures, sales support, business

solutions and processes and controls, that significantly improve efficiency

and cost savings. Effectively utilized human resources to establish and

achieve company objectives. Extensive experience assisting business

operations with oversight of various aspects of sales strategies and new

business development, including launching and turning around

underperforming assets, resulting in achieving more than $7.6 million in

new and renewable business in a single year for one company. Skill and

ability in implementing best practices and lean operational techniques, as

well as driving productivity, logistics and quality control.

In-depth experience with company driving global marketing of online

technological research and learning programs, in addition to a major office

supply company and menswear retailer. Coordinated operations and personnel

and assisted with administrative functions for day-to-day operations.

SUMMARY OF QUALIFICATIONS:

. Results-oriented expertise in business operations and

workflow analysis, reporting/documenting, project

management and problem resolution.

. Extensive experience in organizing and directing

successful efforts to develop client base, enhance

business volume and profitability of operations.

. Excellent communication and interpersonal skills, with

the ability to interface effectively with people on all

levels.

. Served as troubleshooter to resolve problems and

complaints.

. Proven ability to quickly adapt to new situations and

grasp new concepts.

. Experience and capabilities with organization, time-

management and multi-tasking.

. Capable of working independently or as part of a team

effort.

EXPERIENCE:

PROQUEST, BOCA RATON, FL

1998 - 2009

Operational Sales Management/Inside Sales Management/Customer Service

. Facilitated global business operations for this international developer

and provider of online educational programs, covering more than 200

subjects.

. Examined requirements and established policies, procedures, plans and

internal controls to efficiently guide operations.

. Organized staffing plans and directed the recruitment, selection,

territory assignment, training, development of management personnel, as

well as supported a staff of 245 domestic and international client

relationship representatives.

. Worked on team building, effectively creating a team spirit.

. Routinely audited internal policies and procedures, regarding client

services and staff training.

. Expertly identified missing information to analyze and improve margins

and customer satisfaction.

. Prepared regular reports, created 3 month detailed global forecasts and

established sales goals according to strategic company objectives.

. Administered budgets for sales operations and analyzed/identified

opportunities for reduction in operating costs.

. Arranged annual sales meetings with more than 80 participants,

overseeing all aspects of logistics, venue and accommodations, including a

meeting on a cruise line, which resulted in a savings of more than $50,000

from the usual meeting costs.

Achievements:

. Instrumental in starting-up a new sales division for K-12 grades, which

generated more than $7.6 million in new and renewal business in a single

year.

. Discovered $125,000 in hidden revenues by implementing an error log that

streamlined processes between diverse departments.

. Increased leads more than 50% with a trackable forecast summary for

operations management.

. Regularly exceeded performance indicators by 6% through driving team-

wide renewal rates, tracking customer service calls and establishing

quotas.

P. *********

EXPERIENCE: (CONTINUED)

OFFICE DEPOT, DELRAY BEACH, FL

1996 - 1998

(Corporate office)

Account Executive

. Coordinated market penetration with small to medium sized business

enterprises, developing client relationships and increasing per-account

revenues.

. Ranked #1 in total revenues above all Account Executives, as well as #1

in gross profits (30.26%) and #2 in average revenues per customer.

. Recipient of 5 awards for excellence in customer service, while

maintaining zero error rate in order fulfillment.

. Oversaw a pilot program to build outbound sales, strategically targeting

prospective companies and telemarketing office supplies.

. Trained call center staff to assist with government, commercial and

individual inbound clients with merchandise requirements and delivery.

. Ensured compliance with government standards on public sector accounts

and expedited multi-channel sales.

. Routinely exceeded goals in client satisfaction and market penetration.

J. BAKER, INC., CANTON, MA

1991 -

1995

Field Auditor (1993 - 1995)

. Full responsibility for auditing 80 retail stores in 9 states,

developing action plans and corporate reports to optimize merchandising

and reduce shrinkage, for this leading retailer of menswear and shoes,

with revenues exceeding $900 million annually.

. Trained 80 managers and more than 400 sales associates, regarding

company policies and procedures.

. Successfully reduced shrink by more than 5% in the region, resulting in

multi-million dollar savings.

. Monitored colleague audits, bringing their reports to acceptable level.

. Facilitated communication between corporate offices, investigators and

store/regional management, to drive accuracy and streamline processes.

. Mentored management and sales associates and led initiatives to improve

customer service and boost brand recognition.

Training Manager (1992 - 1993)

. Coached store managers and increased revenues up to 30% at each of 5

locations.

Store Manager (1991 - 1992)

EDUCATION:

UNIVERSITY OF SOUTH FLORIDA, TAMPA, FL

Bachelor of Arts Degree

Major: Sociology

SKILLS: Computer proficient: MS Office Suite . Exchange . SalesForce.com

. SharePoint

REFERENCES: Available upon request



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