Sales Customer Service

Dirk Duffan

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

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

City: Bensalem

State: PA

Zip: 19020

Country: USA

Phone: 626-***-****

Skill Level: Management

Salary Range: $80,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

DIRK S. DUFFAN

4118 Salford Court, Bensalem, PA 19020 626-***-**** *********@********.***

BUSINESS DEVELOPMENT, SALES & MARKETING, AND OPERATIONS EXECUTIVE WITH AN OUTSTANDING PROFIT GROWTH LEADERSHIP RECORD

HIGHLIGHTS OF ACHIEVEMENTS

Revenue & Profit Growth Deliverables Record -- For Banning Suites, upgraded operational framework, improved customer service & satisfaction to deliver highest levels of repeat business, and surpassed targets and profit quotas in 39 of 43 quarters. For ExxonMobil, served as a model Area Manager; delivered significant intellectual capital in the form of oversight frameworks that identified sales and productivity gaps in near real time thereby empowering rapid corrective action to maintain marketplace domination.

Strategic Management -- With Banning and ExxonMobil, led over 25 major BPI [business process improvement] initiatives covering numerous business areas including brand marketing, prospecting, sales, customer loyalty & satisfaction, and human resources (included employee morale improvement, professional development, and client satisfaction assurance) programs. Constantly executed local and regional sales & operations refinements to quickly adapt to business conditions. Continuously managed technology enhancement & customer service improvement projects with distinction.

Organizational Effectiveness Improvement Leadership -- For both employers, delivered significant profit-increasing sales & marketing solutions. Led full-spectrum sales & marketing initiatives which integrated branding, customer engagement, and price-point promotions.

OFFERS EXCELLENCE IN

* entrepreneurship--successfully grew market share for both employers; accorded commendation-winning recognition as a top-ranked operations manager, negotiator, and trainer;

* directing regional new service introduction and market share increase campaigns--demonstrated strategic alliance-building, marketing, prospecting, and sales organization skills for Banning resulted in a massive increase in referral business; and

* generating dynamic HR policies--At Banning and ExxonMobil, continuously improved employee morale and generated solutions to recruit and maintain superior employees.

EMPLOYER WILL REALIZE THESE KEY BENEFITS

* increased sales revenues and profit margins; accomplished by applying advanced knowledge of influence dynamics and motivational policies for staff & customers on the sales side and developing cost containment solutions on the operations side;

* improvement of market share and heightened public awareness for service excellence and integrity;

* rationalization & consolidation of sales and marketing efforts including capitalizing on internet and intranet technologies; and

* enhancement of community public relations footprint through participation in community forums and events.

CAREER HISTORY

BANNING SUITES, Banning, CA 2002 - 2012

Two motels with 48 units.

Chief Operations Officer

Summary: P&L owner. Led strategic initiatives and process improvements across all business and functional areas. Improved quality, service and operational effectiveness. Directed (including recruiting, negotiating remuneration, and training) a team of 10-12 consisting of 2 top-performing General Managers, 2 maintenance technicians, 1 accountant, and 6 housekeeping personnel.

Achievement Summary

* Bottom-Line--Increased year-over-year profitability by an average of 10% throughout tenure. Led first-year turnaround that added over $375K in annual revenue, a 48% increase in sales.

* Operations--Maximized return on investments by developing an analytical estimating framework which proved instrumental in directing investment to achieve ever-growing revenues.

* Marketing--Conducted research, identified trends, and developed a series of successful market share capture campaigns. Specifically, re-engineered advertising to secure new market niches and improved walk-in traffic by 22%.

EXXONMOBIL OIL CORPORATION, Fairfax, VA 1978 - 2001

Diversity Marketing Manager (2000-2001)

Summary: Mandated to rapidly increase corporate wide sensitivity to minority issues. Directed a team of 10 Diversity Coordinators. Administered a $30M annual budget. Produced industry-leading Disability, Race and Gender Action Plans for community-based events on a nationwide basis. Sensitized a sales force of 1500+. Acquired hundreds of thousands of dollars in indirect advertising through public relations achievements.

Area Manager (1991-2000)

Summary: Grew sales for a 500 retail location network achieving annual sales in the $2-4B range. Led BPI initiatives with a concentration on performance, profitability, productivity, and sales. Administered an extensive property lease portfolio. Directed a team of 11 including 9 marketing representatives, 1 real estate manager, and 1 marketing management officer. Set individual outlet and regional quotas. Developed, updated, regularly reviewed and provided analyses on sales and production. Led regional operations budgeting inclusive of administering annual marketing spends in the $45M-$55M range.

Achievement Summary

* Bottom-Line--Generated competitive-conferring strategies to maintain above-industry-average pump and ancillary sales. Secured millions of dollars in new business by signing new consumer and business accounts

* Operations--Selected new locations for both corporate and franchise retail stores, negotiated and approved all new retail location property leases. Closed or re-engineered operations at poorly performing outlets.

* HR--Oriented franchisees and developed location specific policies to attract and retain superior employees.

* Marketing--Team advisor. Vital member of teams that produced over 35 major high-return-on-marketing-investment campaigns.

Compensation Advisor (1989-1991)

Relocation Supervisor (1987-1988)

College Recruiter (1986-1987)

Supervisor of Retail Development (1984-1986)

Marketing Representative / Management Consultant (1978-1984)

PROFESSIONAL DEVELOPMENT

Education: Bachelor of Arts in Communication and Marketing (1977), Loyola Marymount University.

Additional Training: Completed numerous Executive Training components sponsored by ExxonMobil.

Contact this candidate