Manager Customer Service
Resume:
DALE STROUB
**** ** ***** *** ? Spring Valley, CA 91977 ? 619-***-****
? ****@******.***
Performance Profile
Experienced Account Manager with six years of proven ability to deliver financial
results, successful implementations and a high level of personal service and
satisfaction to business customers spanning ten time zones. Highly effective at
managing post sale implementations and supporting business solutions designed for
small and large multi-site organizations. Skilled at C-level business
communication, developing long term customer relationships and closing deals for new
and add-on products and billable services. Eight years experience successfully
Consulting, Implementing, Training and Supporting enterprise application software.
? Revenue Generation
? Customer Relations & Retention
? Vendor Relations
? Product Presentation
? Training & Technical Support
? Staff Leadership
? Needs Assessment
? Project Planning & Management
? Cost Control
? Solution Proposals
? Hardware & Software Implementation
? Communications
? Contract Negotiations
? Problem Resolution
? A/R Collections
Account Management Achievements
Revenue Generation
o Successfully promoted business grade hardware, software systems,
professional services and third party maintenance/service agreements to
B2B businesses operating throughout the United States and Australia.
o Exceeded sales goals with effective prospecting. Achieved $2.7 Million
in new sales from existing clients in two years.
o Maintained regular customer contact and analyzed customer data to
proactively identify new sales opportunities.
o Provided product demonstrations and developed written proposals with
cost-benefit and break-even analysis to create compelling solution
recommendations to business owners, C-level executives and IT Managers.
o Drafted and successfully negotiated final contracts resulting in customer
purchase of new and add-on products and services.
o Collaborated with partners to identify and develop mutual business
opportunities from existing customer base.
o Increased operational efficiency for sales staff by developing and
maintaining price quote and contract templates.
Customer Service
o Primary liaison between customers and internal development/support staff
and remote senior management. Effectively advocated for customer's
software enhancement requests, paid customizations and urgent support
needs.
o Built a strong relationship with customers (business owners, C-level
executives and IT Managers) by consistently demonstrating a sincere
commitment to their satisfaction and promptly delivering effective
solutions to their issues.
o Maintained regular contact with customers after signed sales agreement
and throughout project implementations to ensure successful adoption of
new technology, enhance loyalty and monitor for new sales opportunities.
o Improved customer experience and satisfaction by conducting highly rated
application training sessions for customers using one-on-one, group,
classroom and video conference presentation formats.
o Negotiated with primary supplier/partners to ensure best pricing and
service for customers on new project proposals.
o Augmented customer success and increased business ROI by promoting the
use of existing application features and tools to system users.
Consulting & Implementation
o Traveled throughout North America and Japan to provide on-site
consultations, implementations and training.
o Conducted single-handed implementations and collaborated on large team
projects. Managed project tasks and ensured implementation milestones
were completed on time according to the project plan.
o Effectively analyzed customer's current business practices to identify
existing operational needs and future strategic goals. Documented and
presented compelling system recommendations that had a high rate of
adoption by customers.
o Collaborated with development staff to produce custom programming
solutions to fulfill customer's implementation requirements and special
requests. Tested and refined these custom solutions to ensure client
satisfaction.
Dale Stroub - Experienced Account Manager ? Page 2
Project Management
o Coordinated and preplanned new installations with internal programming,
support and implementation staff as well as with customer's IT Manager/CIO
and hardware/software suppliers. Created and executed multi-phase project
plans that fulfilled contract objectives on time and on budget while
honoring any preferences or limitations stipulated by the customer.
o Managed customer's expectations prior to and throughout each project to
achieve full cooperation with project milestones and ensure complete
satisfaction upon completion.
o Communicated daily with on-site implementation staff and proactively
monitored for issues. Quickly resolved any unexpected problems, customer
grievances and special requests.
Professional Attributes
Hard working self-starter that thrives on constant challenge and diverse
responsibilities.
Logical and analytical thinker with a strong foundation of common sense and
high attention to detail.
Friendly and positive demeanor with a strong service philosophy towards
customers and coworkers.
Strong organizational skills. Effective at managing multiple concurrent
tasks and complex projects.
Hands-on work style with a preference to get things done ahead of schedule.
Strong team player that knows how to achieve greater results through
cooperation and collaboration.
Strong interpersonal, writing and presentation skills to both technical and
non-technical audiences.
Quick to learn new industries, technologies and business practices.
Passion for mentoring and sharing my knowledge and experience with others.
Professional in appearance and conduct.
Excellent credit rating and driving record.
Employment History
Field Operations Manager* / Account Manager* / Sales & Marketing Assistant
? HighJump Software ? 2004 - 2009
Owner & Property Manager ? San Diego Rental ? 2002 - Present
Owner & Marketing Manager ? Internet Marketing Concepts ? 2001 - Present
Implementation Consultant* / Account Manager* / Quality Control Analyst ?
GERS Retail Systems ? 1993 - 2001
Computer Lab Supervisor* / Graduate & Alumni Advisor ? FIDM ? 1991 - 1993
Store Supervisor ? Aztec Shops Bookstore ? 1990 - 1991
Assistant Store Manager ? Recreational Equipment Inc. ? 1988 - 1990
Owner / Travel Coordinator ? Scuba Tours & Travel ? 1986 - 1988
Assistant Buyer* / Department Manager ? May Department Stores ? 1983 - 1986
* Promotion to new position requiring additional responsibility and skills.
Education & Special Training
o Currently preparing for PMP (Project Management
Professional) and A+ certifications.
o IBM P-Series Technical Sales Specialist
o Retail Systems Development - GERS University
o Post Graduate Studies in MBA Program - San Diego State
University
o Executive Training Program - May Department Stores
o BS, Business Administration / Management - San Diego State
University
o Dale Carnegie Course Graduate
Dale Stroub - Experienced Account Manager ? Page 3
Recommendations
The following are professional recommendations from clients and
colleagues as cited on my [pic] profile:
www.linkedin.com/in/dalestroub
Recommendations from Clients:
"Dale is an efficient effective and well informed account manager. He has
provided quick feedback, good product knowledge and we have felt he has
acted with our interests at heart. Regardless of this he is both a
persistent and dedicated salesman."
Top qualities: Expert, On Time, High Integrity
Ian Turner, Managing Director - Saxbys Soft Drinks; February 11, 2010
"Dale follows through on what he says he will do. He can be trusted to get
a job done."
Top qualities: Personable, On Time, High Integrity
Brian Kennedy, Administration Manager - Valley Wide Beverage; February 11,
2010
"Dale was always extremely professional and punctual. In the area of IT,
when there is a problem, you need it fixed yesterday, not tomorrow. I
could always rely on Dale to get my problem taken care of. I am glad to be
able to recommend Dale Stroub to any company looking for a reliable,
punctual and professional employee."
Top qualities: Personable, On Time, High Integrity
Kevin Kaminski, President - B & K Distributing; February 11, 2010
"Dale was very knowledgeable in every aspect of his job as Operations
Manager at HighJump Software/San Diego. We had many conversations where he
walked me through the different scenarios and laid out the choices we had
to choose from for our IT department. We were always satisfied with the
results from Dale at HighJump Software/San Diego."
Top qualities: Personable, Expert, High Integrity
John Forney, Business Manager - Gidden Distributing; April 21, 2010
"I have worked with Dale over the last ten years and have found him to be
very engaging to our business needs. Dale is detail oriented and looks for
the best ideas and recommendations for the client. Dale has the best
interest of the client in mind while being profit driven. Dale is a
trustworthy individual and would increase the human resource asset value to
your business."
Top qualities: Great Results, High Integrity, Creative
Don Lewis, Chief Financial Officer Chief Financial Officer - General
Distributors; General Distributors April 22, 2010
Recommendations from Colleagues:
"Dale is a very detailed oriented individual who works hard to accomplish
his goals. He is well liked by his peers and company management. He has a
great deal of experience in the areas of Field Operations, services and
Customer Support and has excelled in all areas. During the time I have
known Dale he has distinguished himself as a conscientious and energetic
individual with a great deal of passion to achieve success and ensure he
has provided outstanding service to his clients. While working with Dale
at HighJump, he impressed both colleagues and customers with his strong
work ethic. He was constantly looking for ways to improve business
processes and help the company meet its goals. I would welcome the
opportunity to work with Dale again in the future."
Sharon Fay, Director Professional Services - HighJump Software; April 22,
2010
"Dale is committed to doing what's right for the customer. He successfully
led several significant projects for major customers, including
Miller/Coors. His industry experience was recognized by our customers and
they respected his insight and recommendations. He is a team player,
supporting strategic initiatives throughout the company and assisting other
departments including sales when requested. His professionalism and
experience would be a valuable addition to any organization."
Mark Miller, Director DSD Solutions - HighJump Software; February 10, 2010
"Dale is a leader who combines strong work ethic, attention to detail,
customer service and industry knowledge. Dale was always a pleasure to
work with and responsive to my requests for his assistance in developing
customer relationship management programs. Dale is highly respected by his
colleagues and customers alike, as a great team mate as well as a 'go to'
person who delivers consistently and with quality. I would recommend Dale
as a colleague and hope our professional paths cross again in the future."
Alison Clarke, Product Marketing Manager - HighJump Software; February 10,
2010
"I can confidently say that all my interactions with Dale were positive.
He is a knowledgeable and caring individual that always made sure that the
customer's best intention was #1 priority. I worked on several projects
with Dale's team over the years and the customers were always appreciative
of his efforts. His insight into those customers operations and issues
helped me deliver successful projects and ultimately made the tasks at hand
easier."
Derek Curtis PMP, PS Consultant - Team Lead, HighJump Software; March 1,
2010
"Dale demonstrated excellent planning and organizational skills in his role
as Field Operations Manager at HighJump Software. He juggled a multitude
of administrative and managerial tasks and engaged with a wide variety of
individuals while coordinating efforts among staff and customers as well as
between the corporate and local office."
Steve Cook, Software Developer - HighJump Software; April 21, 2010
Dale Stroub - Experienced Account Manager ? Page 4
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