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Customer Service Sales

Location:
York, PA
Salary:
125000
Posted:
September 17, 2018

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Resume:

MICHAEL BERNHARDT

*** ****** *****

Dallastown, PA, 17313

860-***-**** (mobile) - 717-***-**** (home)

ac62t7@r.postjobfree.com

Experienced Corporate Vice President, Regional Director, and Board officer with experience in nonprofit leadership, domestic and international sales, as well as startup and acquisition operations seeking new application of transferable skill set including operations expertise, efficiency best practices, fiscal planning strategies, marketing and branding expertise, strategic sales management, as well as group management practices.

PROFESSIONAL EXPERIENCE

RABBIT TRANSIT, YORK, PA

Director of Mobility Services, December 2016 – present

Management and support of client mobility options

Ensure departmental compliance with established guidelines of ADA, FTA, PennDOT, and other agencies.

Communicate and document training opportunities within department

Establish relationships with community shareholders to enable additional transportation needs for consumers

Generate grant and other private funding partners to support mobility needs within the community

Responsible for team of 18 local and 4 remote customer service reps, 4 local and 2 remote mobility planners, and a customer service/mobility planning supervisor.

KEYSTONE TECHNICAL INSTITUTE, HARRISBURG, PA

Director of Admissions, January 2016 – December 2016

Direct accountability for selection, hiring, training, mentoring, and direct day to day leadership for admissions team within a private postsecondary institution

Develop, establish and achieve fiduciary requirements

Evaluate marketing channels to optimize admissions outcomes

Ensure and maintain compliance with federal, state, and programmatic accrediting bodies.

ITT TECHNICAL INSTITUTE, OWINGS MILLS, MD

Director of Recruitment, September 2015 – January 2016

Admissions, sales, and training specialist

Direct accountability for selection, hiring, training, mentoring, and direct management to desired outcomes of admissions team

Responsible for team of 15 admissions advisors as well as reception area

YORK TECHNICAL INSTITUTE, YORK, PA

Regional Director of Admissions, May 2014 – July 2015

Directly responsible for selection, hiring, training, mentoring, as well as direct management of admissions team within assigned region (4 campuses across central PA)

Direct leadership of 4 Director level reports and 18 admissions advisors

Daily, weekly, monthly, and quarterly review of outcomes with campus leadership teams as well as board of directors.

Reviewed and evaluated outgoing customer service communications, as well as internal customer meetings, in order to optimize outcomes

Ensure and maintain compliance with federal, state, and programmatic accrediting bodies.

LINCOLN CULINARY INSTITUTE, HARTFORD, CT

Director of Destination Programs, June 2010 – May 2014

Direct responsibility for hiring, training, mentoring, and day to day management to desired outcomes for admission team within region (3 schools centrally located in Connecticut)

Provided leadership to 18 direct field reports and 2 Director level reports

Recruited high school students from all over the northeast region to relocate and attend postsecondary school

Responsible for creation and implementation of marketing plans and annual budgets

Weekly, monthly, and quarterly review of outcomes with campus leadership as well as board of directors.

Increased retention by 35% over term of employment

Increase start outcomes and EBITA by 120% during tenure with a 52% reduction in field staffing and a 65% reduction in managerial staffing

Established consistent training practices and expectations for region

CAREER EDUCATION CORPORATION, HOFFMAN ESTATES, IL

Corporate Vice President, January 2000 – February 2009

Developed and implemented annual budgets for national program with Profit and Loss as well as overall EBITA expectations

Achieved 58 consecutive months of growth profit during tenure

Directly responsible for an EBITA growth of between 12% and 28% annually during last five years with Career Education

Directed 7 startup campuses, including staffing, assisting with acquisition of accreditation by legal team, acquiring property and necessary permits, as well as program selections

Responsible for development of all aspects of high school marketing, admissions, and financial aid for 83 for-profit colleges across the world (primarily in the US, but also with a presence in Canada, France, and the UK).

Designed and implemented hiring models, procedures, and profiles for new candidates

Established training criteria and training models for new employees as well as recurring, on-going training for existing employees which are currently utilized nationwide within CEC

Established monitoring reports and ran weekly national training calls to ensure team success within several metrics

Direct responsibility over 4 corporate director level positions with 1,800+ indirect reports (from VP and Director levels through admissions reps and call center advisors)

Directly accountable and responsible for approximately 23,800 starts per year from relevant markets

Negotiated hardware and software contracts to enhance potential return and decrease customer wait time, saving the company approximately$12 million annually, increasing bottom line revenue.

Decreased cost per starts by 53% over 18 months

Decreased employee attrition in sales and marketing division by 56% during tenure

Acted as long term interim campus VP of Admission or President as needed

EDUCATION

NORTHCENTRAL UNIVERSITY, PRESCOTT, AZ

PhD in Leadership in Higher Education (Anticipated Completion, 2019)

4.0 GPA

SOUTHERN NEW HAMPSHIRE UNIVERSITY, MANCHESTER, NH

Master of Science in Psychology

4.0 GPA

Sigma Alpha Pi Member (National Leadership Honor Society)

PENN STATE UNIVERSITY, STATE COLLEGE, PA

Bachelor of Science in Psychology with a Business Option

3.87 GPA

Graduated Cum Laude

Alpha Sigma Lambda member (National Honor Society)



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