Manager Sales

Mimi Koler-Hamer

Email: *******@********.**.***

**** ********** **. ******, **** 43016 Cell: 614-***-****

QUALIFICATIONS SUMMARY

Management professional with demonstrated accomplishments in the areas of:

General/Operational Management, Sales and Service Management, Sales/Technical Training, and

Marketing Communications

GENERAL/OPERATIONAL MANAGEMENT:

Consistently promoted to higher levels of management as a result of performance.

Direct responsibility for managing business operations including those with multiple branch locations.

Successfully managed P&L, office and sales personnel, and client relationships.

SALES AND SERVICE MANAGEMENT:

Proven track record of hiring/managing/supervising sales representative and sales support personnel to

achieve sales goals while providing excellent customer service.

Very knowledgeable of telecommunications equipment maintenance/repair. Service Manager for multiple

office locations. Decreased order intervals and greatly improved customer satisfaction by streamlining

customer service methods and procedures.

Initiated Professional Association and Alternative Distribution Channel pilot programs that were integrated

company-wide as a result of increased revenues, new business growth, and company recognition in the

community.

TRAINING:

National Training Consultant - Telecommunications systems/equipment - Instructed sales staff, customer

service representatives and customers.

MARKETING COMMUNICATIONS:

Plan and manage new product introductions.

Facilitated product training across regions/RBOC with a focus on integrating local service into the sales

channel.

Successfully managed internal communications for the Local Services division resulting in an increase in

orders for local service.

PROFESSIONAL EXPERIENCE

HER Real Living – Powell, OH 6/09-present

Realtor®

• Responsible for marketing and selling residential properties in the Columbus and surrounding areas

• including Dublin and Powell

• Member of The Columbus Board of Realtors, OAR and NAR

• Member of Southern Delaware County Realty Association - SDCRA

XO Communications/Nextlink – Columbus, OH 4/98 –3/09

A business-to-business full service telecommunications company

Regional Retention Manager/Field Care Manager 9/00 – present

Responsible for revenue/product retention and growth of the top revenue generating accounts in the

Columbus, Cleveland, Detroit and Chicago markets.

Manage, recruit and train professional staff to support churn objectives.

MIMI KOLER-HAMER PAGE 2

Interact with senior levels of management both internally and externally.

Work with other departments within the company to maintain seamless experience for the customer.

Responsible for program strategy and results of customer base management in the market.

Responsible for the retention of the top 40% of revenue in each market.

Support a wide variety of telecommunications services including VOIP, data services, voice, long distance,

ancillary and transport services as well as carrier services.

Maintain revenue churn at or below 1%.

Director of Business Operations 10/98 – 8/00

Managed the lifecycle of the customer including provisioning, order fulfillment and account management

for the Columbus and Cleveland markets. Service provided for 6,500 customers with annual revenues of

$34.5 million.

Management, recruitment and training of support personnel and management (30 employees).

Directed Business Operations to ensure attainment of financial objectives.

Maintained the integrity of proprietary operating systems.

Defined roles and responsibilities to support and maintain a high level of customer satisfaction.

Manager of Customer Care 4/98 – 10/98

Managed the service operations for the Columbus market.

Reorganized Customer Care into functional groups in order to increase customer contact and retention.

Maintained an effective retention rate of over 97%.

Managed the selection, development and performance of 15 employees.

LCI INTERNATIONAL - Dublin, OH 5/97 - 4/98

A Full service Telecommunications Company.

Senior Marketing Communications Manager 11/97 – 4/98

Local Services Division

Sales Support Marketing Manager 5/97 - 11/97

Local Services Division

OTHER RELATED EXPERIENCE

FRONTIER TELEMANAGEMENT, INC. (Division of Frontier Communications) - Worthington, OH

1/92 – 5/97

Acquired Enhanced Telemanagement, Inc., 1995

Regional Service Manager 5/96 - 5/97

Service Manager Southern Ohio 8/95 - 5/96

ENHANCED TELEMANAGEMENT, INC. (ETI) - Worthington, OH 9/92 - 8/95

Annual sales $30 million. Ten locations nationwide with 170 employees.

General Manager I 9/93 - 8/95

Regional Support Supervisor 2/93 - 9/93

Account Manager 4/92 - 2/93

National Training Consultant to ETI, Inc. 1/92 - 3/92

PROJECT MANAGEMENT GROUP, INC. - Southfield, MI

Training Consultant 10/91 - 3/92

EDUCATION

BALDWIN-WALLACE COLLEGE - Berea, OH

Bachelor of Science

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