Customer Service Sales
Resume:
William B. Blair III
Apt *
York, Pa. 17404
***********@*****.***
Objective: To provide a brief overview of professional history. To obtain a leadership position that would provide a vehicle for a mutually successful relationship.
Experience: 6/2015 – Present Training Buddy York, Pa. Owner/Trainer
Training Buddy is a privately owned dog training company providing customized training. With a focus not only on the dog but also on the family/home environment addressing all factors insures the higher rates of successful behavioral changes. Daily responsibility include:
● All marketing of services using social media, referral programs and advertisements. All customer service including feedback and satisfaction surveys. Networking for public events to increase visibility.
● Evaluation of environmental factors, behavioral issues and strategy for addressing issues. Counselling owners on body language cues, behavioral root causes and triggers. Training is based on positive reinforcement or “operant conditioning.” Customizing the training for each individual based upon their unique personality qualities.
● Organizing group events for clients (group classes, group hikes etc) at various sites around York county to showcase natural resources in the local area. Providing maps/directions and all resources for participation. Establish and coordinate meet up times. Provided coffee and “healthy snacks” for attendees. Provided first aid support during all outings.
● Provided matching service for clients that would be looking for a new dog to insure a successful match. Matched personality with breed traits and disposition of the dog to the owner. Offered insights on behaviors and goals.
● Provided goose/game control by harassment. Worked with golf courses, public parks, hospitals etc to control wildlife impact without toxic chemical or dangerous tools (guns, traps, poison bait etc). Trained dogs to respond to commands at distance (up 3 4 of a mile) as well as recall. Worked on seeking out prey/game.
6/2006 – Present JLB Architectural Engineering York, Pa. Vice President
JLB is a small business providing CAD drawing services to manufacturers and installers of large window systems during construction. Projects were nationwide and ranged from small storefront to $100 million plus multi-structure construction:
● Increased personnel size from 8 to 26. Managed and mentored 26 employees through all portions of daily projects. Setup and trained employees in professional communications standards and career planning. Established processes for tracking and evaluation of client interactions.
● Implemented a project management process/CRM (BITRIX24) that managed and evaluated all the company’s projects. Through the tool, coordinated all employees on up 40 different active and 20-30 potential projects simultaneously, decreasing response time to client. Automated and unified various business functions (Sales, AP/AR, Payroll, Production, etc.) thus increasing the company production capacity by 52%.
● Increased billings and billable time 20% through streamlining workflow, tracking task allocations and increasing skills with training.
● Implemented a mentoring program in which senior employees train junior employees. The internship/mentoring program was featured in a national industry magazine as an “Innovative Approach to Finding Talent.”
● Instituted a company FAQ to capture and increase the knowledge base to decrease costly errors and loss of productive time for corrections. Implemented a bonus system tied to FAQ contributions.
● Implemented a VOIP phone system increasing the communication capacity of the company. The new system gave a large corporate appearance to a small business. With implementation cost decreased by 30%.
● Developed sales process. Built and utilized tracking tools and customer call lists. Implemented fax/email blast program for passive sales. Developed network of manufacturer and installers to increase project awards. Increased sales from $50,000/mo to $250,000/mo
● Developed customer feedback process to increase customer satisfaction and follow on business.
10/2002 – 6/2006 Computer Task Group Buffalo, Ny
Senior Regional Recruiter
Computer Task Group is an international IT services and staffing company providing IT professionals for project and strategic staffing engagements. The clients were Fortune 500 companies such as IBM, ATT, Johnson and Johnson, EDS, and numerous State Governments. As the senior Recruiter for the region the tasks were as follows:
● Provided salary and market reviews for the purpose of educating the client and company managers on salary and benefit trends to better position the company to take advantage of available talent.
● Located, negotiated and qualified candidates for various IT openings spanning the range from entry level to senior level professional positions. Was responsible for closing the candidate and generating offers and start paperwork.
● Maintained job board postings when needed.
● Networked with local candidates to increase the company’s local presence. Gathered information on potential openings to increase sales opportunities.
● Assisted in automating the Recruiting process through utilization of customized recruiting software. Provided an overview of recruiting process and needs to developers.
● Provided mentoring and management for small team of 3 recruiters, some of whom worked remotely.
● Provided onsite technical assistance when needed. 2/2003 – 10/2004 United States Army Lancaster, Pa
Contract Recruiter
This was a sub-contract engagement. This project was a test project in which civilian contractors were utilized to staff openings in the U.S. Army and Army Reserve. Working within the Army USAREC command to provide various recruiting and community relations services.
Contributions included;
● Visited local community centers to provide Army community relation services. Such centers included the YMCA, School Districts, Recreation Centers and Job Centers. Set up and maintained various relationships to keep in contact with the target market.
● Negotiated Army to business relationships in which both the Army and the individual business gained market exposure
(Sponsorship of athletic events, Community fairs, and advertising campaigns.)
● Completed all administrative documentation to the USAREC standard.
● Conducted in home and in station interviews to qualify candidates based upon USAREC standards. Established candidate needs and buying motives. Provided a professional plan for new recruits to attain stated goals.
10/2002 – 6/2006 Trimble Surveyors Lititz, Pa
Business Analyst / Management Consultant
This was a contract engagement. Trimble Surveyors is a small family owned business specializing in high-end land development surveying services. With 10 employees they were preparing for an expansion of business prior to an employee take over.
Contributions included;
● Implemented a wireless internal network to expedite the field crew’s upload/download of information to laptop computers and various Trimble® GPS/RTK instruments.
● Acted as the company IT person dealing with all computer related issues on a 16-station network.
● Researched potential software solutions to help automate project scheduling, billing, and customer feedback.
● Implemented BillQuick time billing software to automate the billing system and track client interactions. Increased monthly billing from $10,000 to $58,000.
● Created an employee handbook complete with standard procedures and expectations to increase the communication between the owners and employees. Implemented an
employee grievance process.
● Counseled the owners in employee relations to lower/control employee turnover. Setup and attended employee exit interviews to glean information to help make Trimble Surveyors a more satisfying place to work.
● Provided recruiting services. Set up a network of staffing companies to provide temporary, seasonal, and professional employees. Created standard job ad placement methods.
● Functioned as the recruiting representative in client meetings to insure recruiting provided the most qualified candidates within company scope and budget.
● Reviewed and assisted in customer management processes.
● Assisted in the coordination of internal staff to insure full commitment of staff prior to opening opportunities for external candidates.
● Provided input on proposal process improvements to decrease response time and decrease expense of response.
3/2002 – 9/2003 Computer Aid Inc. Harrisburg, Pa
Senior Staffing Consultant
Computer Aid is a premier provider of technical solutions to both State and Federal government and commercial clients. The wide offering of skills included Construction, Managed Maintenance, and Time and Material engagements. Service offerings included all platforms from Mainframe to client server and from project management to entry - level programmers.
Responsibilities included;
● Located and recruited local or out of area talent for present and future opportunities.
● Coordinated efforts with Senior Business Unit managers to supply personnel as needed.
● Managed various subcontractor companies in providing short term and long-term contract staff to work on various state government and commercial projects. Negotiated all terms of work with subcontractor firms.
● Conducted detailed in person and phone prescreen interviews to successfully identify cultural fit, candidate interest, availability, benefits, technical fit (on a limited basis) and also the negotiation of salaries.
● Conducted detailed background checks.
● Provided salary survey information, candidate sampling, and various other market information to help guide the pricing decisions for RFP responses.
● Functioned as the recruiting representative in client meetings to insure recruiting provided the most qualified candidates within client scope and budget.
● Provided input on staffing plans during Proposal process
● Assisted in the coordination of internal staff to insure full commitment of staff prior to opening opportunities for external candidates.
● Provided input on proposal process improvements to decrease response time and decrease expense of response.
● Assisted in the training of the other members of the recruiting department in direct sourcing techniques.
6/1999 - 3/2002 CIBER Inc. Mechanicsburg, Pa
Recruiter
Ciber Inc. is a premier provider of technical solutions to both State and Federal government and commercial clients. The wide offering of skills included Construction, Managed Maintenance, and Time and Material engagements. Service offerings included all platforms from Mainframe to client server and from project management to entry - level programmers.
Responsibilities included;
● Identified and recruited competitors “go to guy” to better position CIBER for business possibilities.
● Performed detailed phone and “in person interviews.” Conducted initial contact prescreen for corporate cultural fit. Set up interviews with senior management for evaluation purposes. Offered insight on candidate’s “soft skills.”
● Evaluated candidates based on criteria established by management. Offered initial prospect of candidate availability.
● Performed background and technical checks.
● Maintained constant pool of candidates to react to developing job openings.
● Actively recruited national talent. Had an extremely high “close” rate on candidates that management had approved for hire.
● Negotiated salaries, benefits, start date and relocation
(temporary living, flights, moving costs) expenses. Succeeded in lowering hire cost of candidates to increase the “margin” on candidates.
● Maintained strong relationships with various contacts through out the industry. Increased network of people to increase CIBER’s presence in the market.
● Initiated and maintained confidential candidate files.
● Complied with all recruiting related ISO 9000 forms and procedures.
● Negotiated housing rates for temporary living quarters for non-local new hires and out of town interviewees.
● Worked through visa (H1B, TN) issues with the candidates. Provided information for green card processing.
● Crafted offer letters, reimbursement agreements, employment agreements, profiles, and various hire related paperwork.
● Walked new hires through start paperwork (Benefits, orientation, non-compete/reimbursement agreements.)
● Was involved in staff retention efforts. Had an extremely high rate of retention on candidates hired.
● Was involved in annual strategic planning.
● Created a plan to electronically enable the local and national recruiting functions to share data. Increased branch and corporate efficiency.
4/1997 - 6/1999 A. C. Coy Canonsburg, Pa
Account Manger/Recruiter
A.C. Coy was a full service staffing company offering both contract and permanent staffing solutions. The company provided Information Technology professionals to various fortune 500 companies nationwide. Responsibilities included;
● Identified and actively marketed to potential clients in a 50-mile radius of Lancaster, Pa.
● Worked with clients to identify details on position requirements Identified and recruited candidates for various clients based on requirements and corporate culture.
● Negotiated salary, start dates, service fees and guarantees.
● Performed staffing evaluations to identify staffing inefficiencies.
● Reformatted resumes to company standard format for presentation to potential clients.
Military
U. S. Navy 1990 – 1993 (HM3 C.S.A.R.)
U.S.N.R 1993 – 2004 (HM1 C.S.A.R.)
Education
Various Military Schools
Penn State University – B.S. Public Relations 1996 Morgan Corporation – Recruit the Recruiter
Management & Leadership Training – Computer Aid Inc
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