Customer Service Sales

John Harry

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

Address: ** ***** **** ****

City: Hackettstown

State: NJ

Zip: 07840

Country: USA

Phone: 908-***-****

Skill Level: Management

Salary Range:

Primary Skills/Experience:

Senior Operations/Management Executive

General/Operations/Staffing/Sales/Administrative Management

Proactive, results driven Operating Executive with solid experience in strong progressive

leadership and problem mitigation for start-up, early to mid-stage growth, and Fortune 500

companies. Strong strategic planning, tactical execution, and general management skills.

Educational Background:

MAS, Fairleigh Dickinson University

BA, Communications Rowan University

Job History / Details:

JOHN R. HARRY, MAS

***********@*****.***

Senior Operations/Management Executive

General/Operations/Staffing/Sales/Administrative Management

Proactive, results driven Operating Executive with solid experience in strong progressive leadership and problem mitigation for start-up, early to mid-stage growth, and Fortune 500 companies. Strong strategic planning, tactical execution, and general management skills.

CORE COMPETENCIES

Process Analysis and Problem Resolution

Performance and Productivity Improvement

Change Management

Staffing and Organizational Development

Purchasing and Inventory Management

Cross Organization Communication

Superior Customer Service Focus

Asset Management & Cost Recovery

EDUCATION

MAS, Administrative Science

Fairleigh Dickinson University

Madison, NJ

BA, Communications

Rowan University

Glassboro, NJ

PROFESSIONAL EXPERIENCE

Safegate Associates

Union, NJ

2008-2012

Executive Vice-President of Operations

4 Direct Reports/Staff 5-12

Senior operating executive for strategic planning, business development and operational

management within this newly acquired construction safety services and consulting company.

Scope of account-abilities encompassed day to day management of operational, sales, and

human resources processes, professional staffing and administrative functions including

budget, P&L, KPI s and purchasing.

The unanticipated severity of the downturn in the construction industry starting in late

2008, directed my responsibilities to align cost with declining revenues initiating the

following actions to stabilize the company and to align the workforce with the work that

remained:

o Closed two physical remote offices forcing the layoff of all administrative staff leaving

established field operations to continue to service the remaining clients. Annualized savings

of $175,000 were realized when closings were completed with no impact on the clients.

Administrative and field management operations were transferred to the main office

o Implemented further staffing level adjustments at the main location through permanent layoffs and elimination of positions vacated voluntarily, of both administrative and field staff to counter current and anticipated revenue decline. Annualized savings of $510,000.00 were realized upon restructuring

o Eliminated aging field service vehicles and implemented new corporate policy paying car

allowances rather than providing field vehicles. This action reduced high maintenance costs, insurance costs, and fuel costs yielding an annualized fleet savings of $25,000.00

o Eliminated the positions held by the two former owners yielding an additional $200,000 savings in non-revenue supported expense

o Maintained original base level of clients and added new clients as the construction industry fluctuated by continually improving reporting, training, client services, and focusing on the importance of smaller clients and projects to better cash flow

Rhino Enterprises/Shred-it

Fairfield, NJ

2003-2008

Vice-President of Operations

General Manager

7 Direct Reports/Staff 60

Senior operating executive for strategic planning, business development and operational

management within this document destruction company. Scope of account-abilities encompassed

management of operational, sales, human resources processes, administrative functions, budget,

P&L, KPI s, benefits, purchasing, and government compliance. Built strategic alliances with vendors and revenue partners to enhance revenue growth and reduce expenses.

o $2MM revenue increase and an 11.5% increase in the customer base achieved through a substantial

investment in people, plant and additional equipment over three years; yoked with an unwavering commitment to excellent customer service, best in class sales training, targeted sales initiatives and new market exploration

o Successfully managed the job development, recruitment, on-boarding, and training of a 58%

increase in the customer service and sales staffs, needed to both execute sales initiatives and to provide the required levels of internal and external customer service. Maintained a less than 1% voluntary turnover rate as a result of new peer-centric Mentoring,coaching,training,and performance recognition

o Recruited and worked closely with the Sales Manager and Account Executives to accelerate monthly sales revenue targets. Fast-tracked the identification of new and emerging markets in hard goods and non-traditional sensitive materials that directly contributed to consistent new company sales records in excess of 110% of target

o Led cross-functional Sales, Administrative and Operations Project Team to implement a Web-based Customer Relationship

Management tool in order to systematize sale to order processing and the management of specific customer requirements. This tool was central to improving and maintaining consistent excellent third party customer satisfaction survey approval ratings of 97%-98% on all levels of interaction with the company

Lucent Technologies/Spherion

Mt. Olive, NJ/Whippany, NJ

2000-2003

Multiple Site Operations and Staffing Manager

4 Direct Reports/Staff: 115

Directed the outsourcing programs at three manufacturing and administrative sites. Management oversight responsibilities

included partnership and staff management and development, support and integration of client s culture, and providing the specialized support to meet the client s global manufacturing and research activities. Administrative control included payroll, billing, and maintaining financials within budget, P & L, KPI s and Client Scorecard results. Analyzed client s various group of empowered specialized personnel in the new areas of research, purchasing, manufacturing, and Global Customer Care.

Recipient of the Global Performance Award for Outstanding Achievement in Site Operations

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