Customer Service Vice President

O HN SANDERS

**** **** ********** **** ** #***, Kirkland WA 98033 425-***-**** *************@*****.***

VICE PRESIDENT / COO / REGIONAL VP / DIRECTOR OPERATIONS /

EXECUTIVE DIRECTOR

P &L Responsibility / Sales Management / Talent Sourcing and Development /

Performance Management

Strategic Planning / Turnaround Management /Best Practices Design & Implementation /

Servant and Situational Leadership / Customer Service Experience / Brand Management

Retail Sales and Service Field Operations Leader: I have been highly successful in building and

developing teams in key positions at a various levels in well known organizations including Paccar Inc,

Tully’s Coffee and Hollywood Entertainment. Career Track: Professional growth through such

positions as District Manager, Director of Training, Division Vice President, Zone Vice President, Vice

President of Retail Operations and Principal/Founder.

Proven Record of Performance– Across Multiple Corporate Functions: I am highly skilled

and proven in several areas of management to include developing Recruitment and Training

Programs; Succession Plan Management; development and implementation of Operations Best

Practices; Product Procurement and Brand Management; and spearheading growth into New Markets.

I possess richly varied P&L experience and have consistently exceeded company objectives achieving

double-digit revenue increases and dramatically improving associate retention, while reducing costs

and streamlining operations.

Entrepreneurial/Service Experience- Start- ups / Non-Profit: U tilizing my broad management

experience and leadership expertise I started two businesses that have performed well in a difficult

economy. Over the past 10 years I have been involved in several volunteer and non-profit endeavors to

include board level participation in three outstanding NP organizations. Adept at organizing, public

speaking and fundraising.

SELECTED ACHIEVE ME N TS & SKILLS

o Orchestrated turnaround of automotive aftermarket retail & service division.

Promoted to serve as Division Vice President for Paccar Automotive. Led a struggling

division of 80 retail, service and commercial stores in union environment to record sales and

profits with a 15% comparable increase in sales and a 23% increase in profits in the first year.

Regional Director and Zone Vice President for Hollywood Entertainment (2002-2009) led

teams that

were “average” in performance and transformed them into company best performers in all key performance

indicators through rebuilding teams, implementing best practices and creating a very positive high

energy strong “sense of urgency” environment. Number one ranked region in 2005 and 2006; number

one ranked zone in 2007 and 2008; Led highest revenue (150MM) and profit region with 150 Hollywood

and Game Crazy units with 11 district managers and over 1300 store associates. Led highest revenue

(750MM) and profit zone in 2007 and 2008 with over 1000 stores, 8 regional directors, 70 district

managers and over 10,000 store associates.

As Regional Director and Zone Vice President for Hollywood Entertainment developed a

customer service and sales training program that resulted in a 35% improvement in the region’s

average ticket comps in the first year with consistent improvements (above company average), in

subsequent years at the region and zone level. Implemented a Reward and Recognition program as

well as a highly effective Talent Selection and Development program that combined help to result in a

40% reduction in associate turnover over the first year; while consistently maintaining the company’s

strongest retention rate over a subsequent five year period at both the region and zone levels.

Consistently posted the company’s strongest profit results through effective P&L management,

especially in the areas of labor, expense and shrink control.

Expertise: Exceptionally strong written and verbal communications skills. Highly personable with a

direct yet collaborative “team” approach to strategy and solutions. Hands-on, example setting, high

energy, high influence style that motivates and inspires at all levels. Excellent analytical,

organizational and negotiating skills. Graduate of the Center for Creative Leadership, Zenger-Miller

Leadership and the Battelle Leadership Institute. Servant Leader .

CAREER OVERV IEW / EXPERIENCE

Blue Moon Leadership Consulting/Advantage Life Care Products – Principal and Founder 2009-

present

Hollywood Entertainment (Hollywood/Game Crazy) – Zone Vice President 2007-2009; Regional

Director 2002-2007

Tully’s Coffee Corp – V ice President of Retail 2001-2002

CarToys Inc. – V ice President of Stores 2000-2001

Paccar Automotive Inc. – D ivision Vice President 1997-1999; Director of Training & Development

1995-1997

Paccar Automotive Inc. – District Manager 1993-1995; Director of Special Orders 1992-1993;

I nstructional Design Manager 1990-1992

Starlight Children’s Foundation/Kids Without Borders/Sammi Awards – Board of Directors

(current)

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