Sales Customer Service
Resume:
Donald A. Yates **** South Helena Street, Spokane, WA 99223
abnrix@r.postjobfree.com
OBJECTIVE:
To secure a senior level management position in Marketing, Sales, Business Development, or
Program Management, with a firm focused on international markets.
PROFESSIONAL ACHIEVEMENTS:
Defined and launched a support service and Professional Services strategy that
•
will produce over $500M in annual sales, with a Gross Profit Margin over 60%.
Managed a support program with technical support and Professional Service
•
offerings, and generated over $300 million in annual sales.
CAREER EXPERIENCE
Advantage IQ December 2007 to Present
Business Analyst
Responsible for the analysis and evaluation of client telecommunications services and network.
The objective is to analyze the performance and provide the client with recommendations
based on reducing costs and increasing operational efficiency. This includes analysis of
service usage, costs of services, vendor contracts, and provides recommendations that
increase the client’s cost-to-service efficiency.
DA Yates Business Consulting 2005 to December 2008
This emphasis is on strategic business planning for Marketing, Sales, Customer Support, and
Business Development.
Principal Consultant
My primary responsibility was the management of the organization, its growth and
development, financial success, and setting the direction for a company providing business-
consulting services. The focus was to provide clients with organizational and cross-functional
business solutions for their Marketing, Sales, Customer Service, Operations, and Business
Development organizations. The goal was to help clients position their company, its operations,
and their products and services to compete effectively in global markets. Services offered
included strategic business planning, operational and program audits, market analysis,
competitive analysis, program management, product and service lifecycle planning,
organizational launch and long-term market strategies, branding, and financial analysis.
Cisco Systems, Inc. 2000 to July 2004
This is a Fortune 500 company with over $20B in annual revenues from products and services
designed for telecommunication applications in global markets.
San Jose, CA
Senior Manager - Customer Support Market Development
The primary responsibility of this position was the management of the business development
and strategies for the firm’s support and professional service organization. Focused on global
markets, the goal was to increase market share and profitability of firm’s business with their
Small-to-Medium Sized Business and Enterprise customers. This included strategic business
planning; setting direction for service offerings and business that opened new markets or
Donald A. Yates
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expanded existing markets; Marketing; Sales support, competitive and market analysis; profit
and loss; and operational performance.
This also included positioning, defining target markets, Market Requirements Documents,
Product Requirements Documents, launch and exit strategies, channel sales support, and
customer satisfaction, and forecasting.
Telect, Inc. 1996 to 2000
A medium sized, privately held company with annual sales of $170M that designed,
manufactured, and sold telecommunications equipment to global markets.
Liberty Lake, WA; 1999 - 2000
Senior Manager - Product Line Management
My responsibility was the management and profitability of six product lines focused on global
markets. This included managing the Product Line teams, setting the direction for product
evolution and development – managing product line lifecycles, production forecasting, budget
management, setting annual performance goals and objectives, product marketing, market
analysis, customer technical support, Sales support, pricing strategies, and long-range planning.
This position managed seven product line managers responsible for over 90% of the company’s
annual revenues
Seiscor Technologies, Inc. 1984 to 1996
A medium sized company in the Raytheon Corporation, with over $20M in annual sales from
voice and data access products to global Service Provider markets.
Tempe, AZ
Senior Manager - Sales and Business Development
I had the responsibility for the sales, account management, business development, and
customer support of products sold in the western half of the United States and Canada. This
included managing a team of professionals providing Account Management and technical
support, and, the business partners tasked with increasing product sales. The focus was on
Enterprise, Service Provider, Public Utilities, State, and Federal Governments.
The team included seven (7) Major Account and Technical Support Managers, and, three (3)
business partners that sold and serviced the company’s products. This team increased annual
sales to over 20%, $4.0M, in first two years and contributed nearly twenty-two percent of the
company’s revenues.
Donald A. Yates
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ORGANIZATIONS
Entrepreneurs Forum of the Great Northwest, Co-Chairperson Spokane, WA
Northwest Entrepreneur’s Network Seattle, WA
Marketing Associates of Spokane Spokane, WA
Consulting Professional Network Spokane, WA
EDUCATION AND PROFESSIONAL TRAINING
Bachelor of Arts – San Jose State University San Jose, CA
MBA - Whitworth University Spokane, WA
PUBLICATIONS
Support Your Customers – Go Beyond Good Service, Spokane Business Catalyst, Smart
Business, November 2007, Edition #19
Creating Satisfied Customers – What’s Your Customer Service Plan?, Spokane Business
Catalyst, Smart Business, May 2007 Edition
Maxed Out, Outside Plant, April 1998, Volume 16, Number 4
Maximizing Copper Cable Networks with a DLSC, GTE, Supply Side, Second Quarter 1998,
Volume 47
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