Customer Service Sales

MARK SANTIAGO

**** ***** ** *** *** Pasadena, Texas 77504

Phone: 832-***-**** Cell: 210-***-**** E-Mail: *.*.********@******.*** Qualification Skills

• Operations

• HR Business Partner/Solutions

• Business Development

• Staffing & Recruiting

• Multi-Unit Management

• Employee Retention & Succession

• Contract Negotiation

• Strategic Planning

• Procedure Development & Implementation

• Compliance

• P&L Responsibility

• Cost Reduction & Containment

• Conflict Resolution

• Cultural Effectiveness

• Leadership and Navigation

• Entrepreneurial

Professional Experience

Director of Operations & Human Resources

Temp Now Inc. - Austin, TX - May 2013 to July 2017

• Partner with leaders to assess and grow the leadership capability of mid-level and front line leaders.

• Support the development and implementation of a comprehensive workforce development strategy.

• Develop and implement strategy for driving employee engagement and alignment to priorities for partner groups.

• Subject matter expert to Operational Excellence approach from a people, organization and culture perspective.

• Partner with operations leaders to change design and functioning of various units/functions including operating model, decision making, processes, tasks and behaviors to drive expected results.

• Implement talent management strategies that are aligned with business strategy and operating targets.

• Partner and coach leaders to develop their people and effective teams.

• Drive continuous improvement and excellence in HR service delivery, efficiency and reputation at the site.

• Develop and implement workforce forecasts, plans and actions, including essential resourcing and selection activities.

• Provide organizational design and HR solutions to connect business priorities and people strategies.

• Develop and implement communications plans that support key business initiatives.

• Partner with leaders to establish a proactive employee relations and a performance driven environment.

• Provide guidance and interpretation on HR policies, processes and procedures.

• Analyze business requirements, trends and key metrics and partner with the broader HR organization to develop and implement solutions, programs and policies. 2

• Conduct effective and objective investigations and provide recommendations when appropriate.

• Provide overall supervision and counsel to District Managers, Branch Managers, Branch Supervisors and other branch staff members.

• Provide overall direction through Managers for the recruitment and retention of temporary employees.

• Assist in the development and implementation of a business development program of telephone sales, direct mail, office administration and public relations within assigned territory.

• Direct and participate in development of all strategic staffing business in territory.

• Prepare quarterly and yearly forecasts of projected sales, gross profit and net profit.

• Determine bill/pay structures to ensure a proper gross profit.

• Implement and manage a detailed marketing program of in the field prospecting, cold calls, direct mail, and public relations for multiple branches.

• Direct and manage customer development activities, including face-to- face customer contact to create and develop a good business relationship with existing and inactive customers and to retain and build additional revenues.

• Implement and monitor activities designed to recruit, train and retain temporary employees needed to fill all available assignments.

• Recruit, select, train and evaluate branch staff using guidelines and materials developed and provided by Company.

• Ensure customer orders are filled with quality candidates.

• Troubleshoot and resolve problems or complaints of temps, staff, and clients.

• Present e- solutions, Vendor Management, HR Services, Payroll, cost assessments, training and other service programs to customers to secure or maintain their business.

• Conduct and lead staff meetings to ensure good communication within the branches.

• Inform employees of company strategies, objectives and results.

• Review all financial and general management reports.

• Perform functions of other branch staff as needed.

• Conduct outside sales and service calls to ensure quality customer service and expand business and to reactivate inactive customer accounts.

• Determine customer credit extensions with assistance from the corporate credit department.

• Implement company collection policies and procedures.

• Complete and maintain company reports to log individual and branch sales/service activities.

• Follow company policies and procedures for all staffing and customer activity.

• All other duties that may arise to ensure the successful operation of the company.

• Manage and assist with unemployment claims, and assist with Workers’ Compensation claims.

• Other duties as needed.

President

Mark Santiago Inc. D/B/A MSI - Lake Worth, FL - August 2005 to April 2013

• Plan, develop, organize, implement, direct and evaluate the organization's fiscal function and performance. Participate in the development of the corporation's plans and programs as a strategic partner.

• Evaluate and advise on the impact of long range planning, introduction of new programs/strategies and regulatory action.

• Develop credibility for the finance group by providing timely and accurate analysis of budgets, financial reports and financial trends to assist the senior executives in performing their responsibilities.

• Enhance and/or develop, implement and enforce policies and procedures of the organization by way of systems that will improve the overall operation and effectiveness of the corporation.

• Establish credibility throughout the organization as an effective developer of solutions to business challenges.

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• Provide technical financial advice and knowledge to others within the financial discipline.

• Improve the budgeting process on a continual basis through education of managers on financial issues impacting their budgets.

• Provide strategic financial input and leadership on decision-making issues affecting the organization. Optimize the handling of bank and deposit relationships and initiate appropriate strategies to enhance cash position.

• Develop a reliable cash flow projection process and reporting mechanism, which includes minimum cash threshold to meet operating needs.

• Act as an advisor from the financial perspective on any contracts into which the Corporation may enter.

• Evaluate the finance division structure and team plan for continual improvement of the efficiency and effectiveness of the group as well as providing individuals with professional and personal growth with emphasis on opportunities (where possible) of individuals.

• Leadership, Strategic Thinking, Business Acumen, Problem Solving/Analysis, Decision Making, Performance Management, Results Driven, Communication Proficiency, Financial Management, and Supervisory Responsibility

• Manages the senior executive team and is responsible for the performance management and input regarding hiring of senior-level management. Selling Branch Manager

Labor Ready Southeast - Riviera Beach, FL - February 2005 to August 2005 Develop business through a combination of methods include all or in part: research, lead generation, prospecting, networking and in-person. Set appointments with new, reactivated and existing customers. Drive diversification of business by skill set, size of customer and service offering. Provide effective leadership through motivation and staff development by mentoring, training and promoting staff. Recruit, hire, train, supervise, team members and develop branch staff to create strong team members that contribute to the success and growth of the branch. Personally, direct the sales efforts of staff as well as make personal sales contributions such as lead generation, drive direct hire business, conversion, RPO, CWS, MSP, and BPO businesses. Actively monitor VMS for new business Contribute to branch operations or sales by interviewing candidates and filling orders (recruiting), or by maintaining an active role in outside sales. Oversee day-to-day operation and function of internal staff in relation to business functions. Manage the activity and effectiveness of the Account Representative. Initiate daily communication with recruiting staff relative to customer service priorities and business opportunities. Monitor customer satisfaction and satisfaction of field employees with our service. Monitor, supervise and participate in branch recruiting plan to continually bring in new candidates to meet current and future customer needs. Handle general Human Resources functions such as compensation, wage and salary, fair employment practices and other regulations regarding employment including performance reviews, disciplinary actions and terminations of in-house employees. Selling Branch Manager

Workers Temporary Staffing Inc. - North Palm Beach, FL - March 2002 to December 2004 Develop business through a combination of methods include all or in part: research, lead generation, prospecting, networking and in-person. Set appointments with new, reactivated and existing customers. Drive diversification of business by skill set, size of customer and service offering. Provide 4

effective leadership through motivation and staff development by mentoring, training and promoting staff. Recruit, hire, train, supervise, team members and develop branch staff to create strong team members that contribute to the success and growth of the branch. Personally, direct the sales efforts of staff as well as make personal sales contributions such as lead generation, drive direct hire business, conversion, RPO, CWS, MSP, and BPO businesses. Actively monitor VMS for new business Contribute to branch operations or sales by interviewing candidates and filling orders (recruiting), or by maintaining an active role in outside sales. Oversee day-to-day operation and function of internal staff in relation to business functions. Manage the activity and effectiveness of the Account Representative. Initiate daily communication with recruiting staff relative to customer service priorities and business opportunities. Monitor customer satisfaction and satisfaction of field employees with our service. Monitor, supervise and participate in branch recruiting plan to continually bring in new candidates to meet current and future customer needs. Handle general Human Resources functions such as compensation, wage and salary, fair employment practices and other regulations regarding employment including performance reviews, disciplinary actions and terminations of in-house employees. Regional Operations Manager

Temp to Perm Services, LLC - Fort Lauderdale, FL - November 1993 to February 2002 Provide overall supervision and counsel to District Managers, Branch Managers, Branch Supervisors and other branch staff members. Provide overall direction through Managers for the recruitment and retention of temporary employees, Assist in the development and implementation of a business development program of telephone sales, direct mail, office administration and public relations within assigned territory. Direct and participate in development of all strategic staffing business in territory. Prepare quarterly and yearly forecasts of projected sales, gross profit and net profit. Determine bill/pay structures to ensure a proper gross profit. Implement and manage a detailed marketing program of in the field prospecting, cold calls, direct mail, and public relations for multiple branches. Direct and manage customer development activities, including face-to- face customer contact to create and develop a good business relationship with existing and inactive customers and to retain and build additional revenues. Implement and monitor activities designed to recruit, train and retain temporary employees needed to fill all available assignments. Recruit, select, train and evaluate branch staff using guidelines and materials developed and provided by Company. Ensure customer orders are filled with quality placements. Troubleshoot and resolve problems or complaints of temps, staff, and clients. Present e- solutions, Vendor Management, HR Services, Payroll, cost assessments, training and other service programs to customers to secure or maintain their business. Conduct and lead staff meetings to ensure good communication within the branches. Inform employees of company strategies, objectives and results. Review all financial and general management reports. Perform functions of other branch staff as needed. Conduct outside sales and service calls to ensure quality customer service and expand business. Conduct outside sales and service calls to reactivate inactive customer accounts. Determine customer credit extensions with assistance from the corporate credit department. Implement company collection policies and procedures. Maintain minimum 1500 billable hours per unit. Complete and maintain company reports to log individual and branch sales/service activities. Follow company policies and procedures for all staffing and customer 5

activity. All other duties that may arise to ensure the successful operation of the company. Manage and assist with unemployment claims as directed by the Unemployment Department staff. Manage and assist with Workers’ Compensation claims as directed by WC Department staff. Other duties as needed. Vice President of Operations

Pacific Mechanical & Electric - Chino, CA - June 1985 to September 1993 Provide overall supervision and counsel to District Managers, Branch Managers, Branch Supervisors and other branch staff members. Provide overall direction through Managers for the recruitment and retention of temporary employees, Assist in the development and implementation of a business development program of telephone sales, direct mail, office administration and public relations within assigned territory. Direct and participate in development of all strategic staffing business in territory. Prepare quarterly and yearly forecasts of projected sales, gross profit and net profit. Determine bill/pay structures to ensure a proper gross profit. Implement and manage a detailed marketing program of in the field prospecting, cold calls, direct mail, and public relations for multiple branches. Direct and manage customer development activities, including face-to- face customer contact to create and develop a good business relationship with existing and inactive customers and to retain and build additional revenues. Implement and monitor activities designed to recruit, train and retain temporary employees needed to fill all available assignments. Recruit, select, train and evaluate branch staff using guidelines and materials developed and provided by Company. Ensure customer orders are filled with quality placements. Troubleshoot and resolve problems or complaints of temps, staff, and clients. Present e- solutions, Vendor Management, HR Services, Payroll, cost assessments, training and other service programs to customers to secure or maintain their business. Conduct and lead staff meetings to ensure good communication within the branches. Inform employees of company strategies, objectives and results. Review all financial and general management reports. Perform functions of other branch staff as needed. Conduct outside sales and service calls to ensure quality customer service and expand business. Conduct outside sales and service calls to reactivate inactive customer accounts. Determine customer credit extensions with assistance from the corporate credit department. Implement company collection policies and procedures. Maintain minimum 1500 billable hours per unit. Complete and maintain company reports to log individual and branch sales/service activities. Follow company policies and procedures for all staffing and customer activity. All other duties that may arise to ensure the successful operation of the company. Manage and assist with unemployment claims as directed by the Unemployment Department staff. Manage and assist with Workers’ Compensation claims as directed by WC Department staff. Other duties as needed. EDUCATION

Bachelors in Business Management

CUNY Lehman College - Bronx, NY 1980 to 1984

CERTIFICATIONS

OSHA 10 Hour Safety Class

1st Class Radiotelephone License

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