Sales Customer Service
Resume:
Mark Passino
Email: *********@********.***
Address: *** ****** ***** **
City: Salem
State: NY
Zip: 12865
Country: USA
Phone: 518-***-****
Skill Level: Management
Salary Range: 70
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Mark A. Passino
373 County Route 49, Salem, NY 12865
518-***-**** a *********@********.***
Director of Operations / Sales
Global Growth Strategies / B2B Services / Startups / Turnarounds / Business Development / Facilities
P&L / Multi-Site Operations / Field Services / Change Management / Safety / CRM / Cost Control/ QC
With a unique mix of strategic operations, sales and problem solving expertise, I offer a superior record of increasing revenues, profits and ROI in intensely competitive B2B environments. Forward thinking, analytical, and exacting professional with a consistent record of success meeting and exceeding organizational goals in complex, fast-paced environments. Articulate, persuasive and innovative communicator with established credibility and personal integrity that leaves lasting impressions with clients and staff. Acknowledged as a superior relationship builder; a highly competitive self-starter with exceptional motivational skills.
Experience
Safety-Kleen Systems, Inc. 8/2008 a 9/2012
Area General Manager / Northeast
a Manage, develop and maintain succession plans for 7 Branch General Managers, 2 Area Sales Managers, and a Territory Project Manager through coaching and mentorship.
a Implement business strategies and tactical plans to ensure growth in all lines of business.
a Review and approve pricing decisions, along with facilitating the negotiation of non-standard contracts.
a Facilitate customer issue resolutions when escalated beyond the branch scope.
a Cultivate a aCustomer Centrica culture where all employees strive to maximize customer satisfaction, customer retention and growth.
a Provide business review and strategic plan presentations to senior management.
a Maintain open lines of communication with all employees regarding strategies, performance expectations, company and regional performance.
a Maximize the overall revenue and profit attainment for the region consisting of 7 facilities in New England with full P&L responsibility that includes sales, service, and operations.
a Work with Branch General Managers and Area Sales Managers to aid, assist and train appropriate personnel as required.
a Monitor and analyze performance data in order to continually improve team performance.
a Utilize employee development plans and corrective action where necessary to continually develop/improve team performance.
a Hold personnel accountable to performance standards, policies and procedures.
a Responsible for the Environmental Health and Safety compliance within the region.
Safety-Kleen Systems, Inc. 11/2007 a 8/2008
Director of Sales / North
a Direct management of up to +$40M branch sales targets with 4 sales managers and 40+ business to business sales professionals.
a Develop sales strategies and marketing plans for individual account executives as well as product categories.
a Oversaw and administered branch sales forecast and resource deployment.
a Drove continuous process improvement and discipline for accurate, timely and credible sales forecasts.
a Managed the process to ensure all quotas were achievable and accurate based on market trends and historical performance.
a Effectively implemented branch sales initiatives with the ability to leverage internal synergies, best practices and that ensured alignment with overall strategy.
a Developed metrics-driven approach to evaluate sales & service performance through modeling, reporting and analytics.
a Directed the creation, expansion and reorganization of the sales function within the northeast.
a Lead people-focused initiatives: talent sourcing and selection of top tier candidates, on-boarding/ramp-up process, training curriculum (technical and competency related), talent reviews, and career development action planning
Mark A. Passino, pg. 2
Advanced Liquid Recycling, Inc. (Acquired by Safety-Kleen Systems, Inc.) 10/1998 a 11/2007
Sales Manager / New England
a Create and manage geographic sales territories for general sales representatives.
a Manage forecasting/budgeting process.
a Lead and coach sales representatives on setting account strategies, creating sales plans, developing proposals, negotiating contracts, managing service delivery and assisting salespeople with key customer accounts as needed.
a Develop sales force skills by evaluating sales representativesa strengths and weaknesses; and providing individual and/or group training.
a Leverage understanding of the local business environment to support the development of sales and marketing plans that are aligned with overall Safety-Kleen strategy.
a Manage the overall business portfolio to maximize territory revenues.
a Maintain relationships with top accounts in the market area and participate in calls with Sales Representatives.
a Develop local sales support tools and customer campaigns.
a Manage the sales process with existing customer base to ensure that a high rate of customer retention is achieved.
Outside Sales Representative 9/1997 a 10/1999
Advanced Liquid Recycling, Inc.
a Identify profitable new opportunities from leads provided by branches/facilities, current customers, trade publications, state associations, internet/newspaper/journal articles, or cold-calling.
a Develop customer solutions and sell all applicable products and services according to the defined sales strategy/pricing tools.
a Prepare sales plans and forecasts; monitor and track sales plan to ensure sales quota is met or exceeded.
a Prepare and deliver customer quotes and identify new solutions for customers; provide technical and sales assistance to customers.
a Serve as interface between customers and company to ensure that customer needs are met and issues are promptly resolved.
a Keep abreast of products, market conditions and competitive activities.
a Maintain current database through the use of CRM toolas while providing accurate sales reporting, as required.
a Ensures that all sales actions comply with all regulations and Safety-Kleen corporate policies/processes.
Safety-Kleen Systems, Inc. 9/1992 a 9/1996
Branch Industrial/Automotive Manager / Cohoes, NY
a Collaborated with Sales Managers to enhance branch sales performance.
a Managed the Customer Service Manager, Route Sales and Service professionals, warehouse and administrative personnel to maximize revenues and client satisfaction.
a Maximized branch profitability through sales volume, margin attainment, and cost controls.
a Directed branch adherence to operational guidelines.
a Conducted end-of-day check out process with sales and service team.
a Conducted weekly branch meetings with Route Sales and Service professionals to drive branch performance and promote teamwork.
a Protected branch business through excellent customer service.
a Managed pricing across all lines of business.
a Managed customer service and response time through Customer Retention Management system.
a Met with customers to validate customer expectations are being met.
a Hired, trained and developed employees.
a Ensured branch Environmental, Health and Safety (EHS) Compliance, along with maintaining training and compliance documentation.
Mark A. Passino, pg. 3
Sales and Service Representative 9/1991-9/1992
a Completed daily scheduled services, deliveries, and pickups, as well as required documentation and labeling.
a Generated and collected leads from customers for new products and services.
a Upsold additional products and services to existing accounts.
a Account ownership in assigned route and prospected new accounts.
a Ensured customer satisfaction at time of service.
a Followed all local, state (provincial) and federal compliance regulations and rules.
a Safely operated vehicles in accordance with U.S. DOT, local, state and federal requirements.
Education
Hudson Valley Community College, Troy, NY
Associates Marketing
References
Tom Collier, Vice President Branch Operations a East
Safety-Kleen Systems, Inc.
Cell: 919-***-****
Email: ***.*******@******-*****.***
Kevin Hayden, Vice President Branch Operations a West
Safety-Kleen Systems, Inc.
Office: 972-***-****
Email: *****.******@******-*****.***
Christopher Franks, Director of Sales a West
Safety-Kleen Systems, Inc.
Office: 215-***-****
Email: ***********.******@******-*****.***
Jim Abely, Owner
Advanced Liquid Recycling, Inc.
Cell: 203-***-****
Email: *****.*****@*****.***
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