Customer Service Sales

David Peet

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

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

City: Aubrey

State: TX

Zip: 76227

Country: USA

Phone: 214-***-****

Skill Level: Senior

Salary Range: $90,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

David R. Peet

David R. Peet

1225 Cardinal Way 214-***-****

Aubrey, TX 76227 *********@********.***

Sales / Opperations Management aaa Consumer Packaged Goods

~ Expert in field sales, broker utilization, and heavy retail ~

Business Executionaa Cost Controlaa Retail Environment Analysis

Demonstrate unique, hands-on leadership with proven track record of consistent contributions to increase profitability and successfully turn around underperforming operations. High energy, results proven, customer service driven leader with history of progression developing and executing strategies that have consistently increased sales, expanded services, and improved systems to drive revenue and impact bottom line.

Excellent qualifications in team leadership, building teams from scratch to deliver new initiatives on time and under budget. Establish innovative processes for teams to embrace while building bridges of cooperation between team members, establishing cohesion and collaboration in efforts to achieve strategic corporate goals.

Highlights

aaa Increased annual profits $2.4 million by redefining the activities, infrastructure, and systems required for managing a retail field force in excess of 5,000 associates.

aaa Raised in-store execution rates 7% while reducing labor cost 40% by sourcing and hiring appropriate individuals, fostering a aaAdo-it-right-the-first-timeaa work philosophy, and adjusting full-time/part-time employee percentages.

aaa Halved project cycle times, thereby reducing order-to-cash cycle to 30 days from 60.

aaa Recognized in Microsoft Dynamics Customer Solution Case Study for improving efficiency and profitability while providing excellent customer service.

Revenue Growth aa Technology Acumen aa Process Reengineering aa Team Building aa Strategic Business Planning

Budget Management aa Fiscal Management aa Relationship Building aa Program Development aa Public Speaking

Analytics aa Metrics aa Dashboards aa Chanel Optimization aa Critical Problem Resolution aa Customer Service

Career Chronology

Podcast Ministries aaa Aubrey, TX 2008 - Present

Non-Profit Texas Based Christian Ministry Organization aaaPodcast creation and delivery, and on-site ministry

Founder / Director aA 2008-Present

Created and Developed Global Christian Ministry & Distribution Network

Developed the format and marketing planning for several Christian Ministry podcasts. Today these podcasts messages are delivered globally aaAvia the cloudaa over 250,000 times annually. Local ministry work with seniors, adults and youth has been established and continues today.

aaa Technology aaa Developed technology platform and vendors to serve the national and international volume requirements for audio based media. From a single web site - to Amazon Cloud Services; we have managed the amazing annual growth.

aaa Marketing aaa Using Social Media (Facebook, Twitter, Google+, etc.) and direct marketing (iContact) a solid growth strategy has been developed and implemented. Cloud based servers work 24x7 each day.

aaa Presentation Development aaa Full curriculum development and delivery accomplished each week to 3 distinct audiences. Each segmentaaas materials contain targeted training with presentation development and appropriate delivery.

aaa Personnel Development aaa The success of this ministry comes through a team of volunteers who require encouragement, leadership and support. Leading this group has been a real source of enjoyment!

Crossmark aaa Sales and Marketing aaa Plano, TX 2002 aaa 2009/1981 aaa 2001

Leading provider of business services for manufacturers and retailers in the consumer goods industry.

Vice President of Field Operations, Retail Team aA 2007 aaa 2009

Budget: $110 million; Direct Reports:7 (director-level); Indirect Reports: 70 (supervisors)

Promoted to consolidate functions and reduce costs in face of fierce competition. Responsible for field force of 5,000+ sales representatives and associated field management roles. Trained employees and held them accountable on deliverables. Provided results to clients and maintained cost controls during project life cycles.

aaa Marketplace Competitiveness aaa Overcame competition, setting company up for profitability in new marketplace with projected reductions in operations of $4.7 million. Changed labor work structure through careful analysis and strategically targeted geographies to minimize negative results.

aaa Bottom-line Impact aaa Seamlessly removed layer of management. Conducted extensive consultations with executive management and the Board of Directors to institute new roles and responsibilities returning $2.4 million in operational savings to bottom-line results.

aaa Process Improvement aaa Raised in-store execution results to 95.6%, or 7%, (95% goal) in fewer than 7 months.

aaa Project Management aaa Reduced project cycle times 50% allowing for improved customer service and a reduction in accounts receivable.

aaa Cost Savings aaa Led labor operational savings of 40% while increasing employee flexibility by modifying full-time/part-time employee percentages to 40%/60% from 65%/35%.

Vice President of Field Services, All Retail Teams aA 2006 aaa 2007

Budget: $6 million; Direct Reports: 5; Indirect Reports: 95

Earned challenging opportunity to lead turnaround initiative involving inefficient and misaligned support services processes.

aaa Business Development aaa Built national call center management team to support large-scale, high-profile project for Wal*Mart. Met expectations by introducing full 24/7 coverage within key cycle periods without sacrificing customer service and while maintaining employee satisfaction for $5.5 million billable hour project interpreted as near impossible by client.

aaa Performance Metrics aaa Decreased call wait times to 30 seconds from 5+ minutes aaa a 900% improvement. With time saved using Erlang methodologies, added 5 hours/day of operation for call center requiring no incremental personnel; 10x faster issue resolution for 6,000+ field reps and 25+ hours/week of operations.

aaa Customer Relationship Management (CRM) Turnaround aaa Developed Microsoftaaas CRM software protocol into help ticket system allowing full case lifecycle tracking with satisfaction measures.

Vice President / General Manager, eXchangeBridge aA 2002 aaa 2006

Budget: $6 million; Direct Reports: 2; Indirect Reports: 80

Challenged to improve the experience of the manufacturers and retailers in the order-to-cash process, build a scalable workforce, and reduce costs by creating new centralized customer service and order processing center.

aaa Profitability Enhancement aaa Realized $2.7 million annual savings. Designed and executed an 18-month project plan to migrate 40 fragmented local call centers into 1 consolidated corporate center.

aaa Plan Development & Execution aaa Launched centralization plan several months ahead of schedule and within budget resulting in nationwide sustainable efficiency of 150 administrative personnel.

aaa Revenue Growth aaa Led eXchangeBridge rules engine deployment ultimately saving $2.2 million annually by reducing staff 50%. Implemented business rules for $8.8 billion in annual purchase transactions and allowed 78% orders and 96% invoices to be automatically processed via B2B.

aaa Employee Development aaa Used motivational methods and training techniques to support and guide personnel in the service center to execute tasks and build camaraderie, instill accountability, and create a management succession plan by growing new leaders.

aaa High Profile Account Retention aaa Protected 40% of business by building customized service teams to handle specific, complicated needs of high profile clients such as Land OaaaLakes and Kimberly Clark.

Earlier Career Experience

bTrade, Inc. aaa Vice President of Business Alliances

CROSSMARK (formerly Dulin Brokerage Company) aaa Vice President of Technology, Director of Marketing, Account Executive, Retail Supervisor, Retail Representative

Education ~ Board Experience

St. Petersburg Junior College aa Clearwater, FL aa Studied Computer Science

~ Industry Board Experience ~

aaa Uniform Code Council (UCC), Vice Chair aaa UCC/GS1 EDI Standards Board for North America

aaa GS1 Subcommittee, Chair aaa Transitioned industry standards and implemented best practices for Sunrise 2005 initiative moving industry to the Global Trade Item Number (GTIN) from UPC.

aaa Global Executive User Council aaa Served on behalf of the international GS1 effort in building the Global Data Synchronization Network (GDSN).

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