Sales Customer
Resume:
David Dlugosz
Sellersville, PA 18960
**.*******@*******.***
PROFILE
Relationship management professional with successful track record in sales
support and customer retention. Over 10 years working in a team structured
customer development environment and 15 years experience in IT management.
Skilled at quickly understanding business needs and providing effective
cost benefit solutions. Proven ability to initiate, cultivate and manage
effective relationships. Key areas of expertise:
. Customer focused
. New Business development
. Revenue protection
. Process improvement
PROFESSIONAL EXPERIENCE
Neovisture, Keller, TX (2009-Present)
ACR Developer - Under contract to Verizon
. Working within the Verizon Service Organization supporting and developing
End to End mechanized controls for Billing and Revenue Assurance.
. Design and implement new Revenue Assurance controls
. Maintain existing Revenue Assurance controls
. Utilize Infogix ACR/Summary to implement business rules for high-level
Revenue Assurance controls
. Utilize Infigix ACR/Detail to implement automated reconciliation business
process and rules
. Train Verizon employees on ACR/Summary and ACR/Detail
. Team member for upgrade of ACR Software
Astea International, Horsham, PA (2006-2008)
Account Manager
. Increased customer satisfaction by tactically matching and acquiring
necessary resources quickly resulting in resolution of customer issues in
a timely manner, customer reference-ability and 99% customer retention
. Promoted and managed client's migration to current Astea Alliance version
resulting in significant increase of service revenue
. Quickly understood client's business, mission critical functions and
reliance on Customer Relationship Management (CRM) solutions relating to
them, which resulted in long term customer loyalty and renewal of
maintenance revenue in excess of $1 million annually
. Partnered with client in resolving business needs that produced
additional net new license and service revenue contributing to 25% of
overall company revenue
. Coordinated and managed resources in matrix environment for customization
requests, scoping, and delivery that resulted in full utilization of
billable resources contributing to service revenue projections
. Provided project management for clients to migrate to current versions of
products which resulted in customer retention and long term relationships
Infogix, Cherry Hill, NJ (1997-2006)
Solutions Consultant
. Identified business problems within customer's operations utilizing
strong understanding of industry to provide solution recommendations that
resulted in expanded product use and 100% customer retention
. Supported sales opportunities that resulted in revenue greater than $500K
. Placed in top 5% of sales teams for annual sales
. Active participant in negotiation process for value based pricing,
matching product solution with customer needs and budget that resulted in
closed deals 99% of the time
. Conducted Needs Analysis by working with Customer Subject Matter Experts
to develop appropriate business solutions, resulting in net new revenue
and new named customers generating an average of $200,000 per customer
. Assessed clients' issues/business problems and provided viable solutions
creating interest and value for prospects resulting in moving the sales
cycle forward and winning the business 98% of the time
. Monitored customer usage to insure contract compliance uncovering
expanded usage and new product needs leading to new licenses
. Developed product demonstrations, proof of concepts and sales/marketing
presentations for delivery on-site at customer location, various trade
conferences, and the Information Integrity conference
. Enhanced customer value perception by creating customer system Needs
Analysis and project plans for solutions creation that accelerated
closing time
General Accident Insurance Company of America, Philadelphia, Pa (1985-1997)
Superintendent, Computer Operations and Supervisor, Production Automation
. Managed and directed 27 people in a 7x24 environment within budget (1.5
million) to insure timely processing and delivery of critical corporate
systems while maintaining service level agreements 98% of the time
. Provided training for all software and hardware components utilized
within the department insuring a well rounded and properly skilled
workforce, improving the overall efficiency and productivity of the
department
. Streamlined data balancing and reconciliation that increased efficiencies
and shrank processing windows, resulting in staff reduction,
significantly lower re-processing, increased confidence of information
and overall lower operational cost
. Supported business unit customer reconciliation needs by creating value
added customer solutions allowing the business units to do more without
increasing staff and achieving a higher level of confidence from
executive management
. Directed, analyzed, and insured maintenance of the 15,000 square foot
facility that housed the Data Center with respect to lowering costs and
improving information processing productivity and quality
EDUCATION & TRAINING
DeSales University, Center Valley, PA; B.S. Finance, B.A. Management
Miller Heiman Strategic Selling, Conceptual Selling and Large Account
Management
PA State Licensed for Sales in Accident & Health, Life & Annuities
COMPUTER SKILLS
Experience with Main frames, MVS, OS, TSO and MS Windows, UNIX, OSX
Proficient in Microsoft Office including Word, PowerPoint, Excel, Access
COMMUNITY INVOLVEMENT
Member Upper Bucks Chamber of Commerce
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