Sales Customer Service
Resume:
Scott Marland
Chicago, IL *0646
Cellular 773-***-****
*****.*******@*********.***
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Summary
Multi-channel marketing professional with 14 years of experience in
business-to-business and business-to-consumer marketing, business
development, operations management, brand management and sales.
Organically grew division from startup into a nationally recognized leader
in its category with over $25 million in sales. Proven ability to quickly
develop strong internal and external relationships across business
functions. Track record of meeting and exceeding performance goals.
Career History
Kastle Systems, Chicago, IL December 2007 - August 2008
A leading international provider of outsourced access control and security
systems to office buildings and other commercial facilities.
Business Development Executive, Chicago Region
. Developed relationships with broad range of target accounts across
Chicago area. Prepared and presented proposals for integrated
security technology and administration solutions.
. As part of regional Business Development team, successfully pitched
and sold the largest new system contract in the 15-year history of
company's Chicago office.
Allen Brothers, Inc., Chicago, IL March 1993 - February 2007
Multi-channel wholesale and retail purveyor of luxury foods, including USDA
Prime beef and other gourmet products. Marketing and sales channels
include Internet, catalog, print and radio. Managed team of more than 20
reports dedicated to product marketing, catalog and website development,
customer service and satisfaction, order entry and management, and
performance measurement.
Vice President, Catalog & Internet Division 2004 - 2007
Director, Catalog Division 1995 - 2004
Manager, Sales & Marketing 1993 - 1995
. Grew divisional sales from less than $100K to more than $25 million
per year during tenure, helping drive the company to become the #1
ranked US mail-order company in its segment, and the #2 ranked company
in its overall category.
. Managed the creative and production processes for two major 56 page
catalogs per year with multiple cover versions mailed every 3-4 weeks
throughout the year. A total of 12-15 catalog versions were mailed
annually with a total circulation of 1.5 to 2+ million.
. Managed the creative and production processes for all other company-
wide marketing collateral including sales brochures, cooking
instruction booklets, and customer feedback questionnaires.
. Managed the creative and production processes for postcards, mailed
periodically throughout the year, advertising special offers and
promotions designed to stimulate the sales of specific products and
increase overall sales. The number of postcard mailings and their
circulation varied depending on sales levels, the inventory levels of
certain products, and the budget.
. Used reporting tools to analyze product sales and list performance
data to improve on future product sales and campaign response rates.
. Elevated print and radio promotional programs from local to national
levels. Managed the creative and production processes for all print
ads. Managed and coordinated all advertisements, promotions, and
programs affiliated with local and national radio campaigns.
. Managed and worked with cross-functional internal team members (C
level, operations, customer service, fulfillment) and outside agencies
(e-commerce/e-mail vendors, creative designers, copywriters,
photographers, graphics and print companies, PR agencies, and call
centers) to ensure program details and execution were both on time and
on budget.
. Jointly developed an e-commerce site that was rated both a Top 50
Retail Site and an overall "Best of the Web" site in 2006 by Internet
Retailer magazine.
. Expanded customer base across both consumer and corporate accounts
. Evaluated and selected top-tier creative and production services to
ensure that printed catalogs, collateral and online content flawlessly
represented the brand's premium image.
. Expanded catalog page count from 12 to 56 pages over 14 years through
continuous addition of new products, resulting in sales growth in all
product categories.
. Fostered a culture of continuous innovation in marketing and sales
techniques:
o Engaged direct marketing consultants to expand and diversify
list resources
o Formed alliances with database cooperatives
o Implemented demographic and psychographic models to increase
response rates
o Created and tested special offers and unique product promotions
to stimulate buying and increase average order sizes on catalog
and website orders.
o Created co-branded promotional program with nationally renowned
steakhouses that increased brand exposure for all parties while
growing company sales and customer base
o Created tracking procedures and systems necessary to measure
sales response to local and national radio and magazine
promotions, across both catalog and website orders.
. Responsible for all aspects of product management.
. Sourced and negotiated with vendors and managed product procurement.
. Increased average order size and profit margins by 14% over entire
product line through continuous development of new products including
meats, seafood, desserts, heat and serve pre-cooked items, appetizers,
and value-added non-food items.
. Significantly increased productivity and volume of order processing
through constant evaluation of system procedures and
efficiencies/deficiencies and implementation of new procedures.
. Managed and grew Customer Service Department from 1 to 20+ people.
. Sourced and supervised two outside call centers responsible for order
entry and catalog requests.
Technology Skills
. Proficient in Microsoft Office suite
. Dydacomp Mail Order Manager-an enterprise customer management system
o Order entry and processing
o Reporting tools for measurement of campaign response rates and
sales results
o Customer segmentation and targeting applications
Education
University of Illinois at Urbana-Champaign
B.A. Political Science, May 1992
. Dean's List
. Pi Sigma Alpha National Political Science Honor Society
. Studied abroad at Queen Mary College-University of London, England
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