Sales Customer Service
Resume:
CHARLES A. MCWILLIAMS
Buford, Georgia 30519
Cell 770-***-****
*******@*****.***
Seeking SALES /MARKETING Opportunity - With over 23 years of experience and expertise in sales,
marketing and management of the hospitality industry, and years of consulting, I can assist you on issues relating to
performance evaluation and enhancement, strategy, structure, direction and execution. My expertise includes hands
on directing, sales restructuring, strategy and program implementation, production of marketing plans, marketing
overviews, competitive analyses and user analyses along with solid credentials in training and teaching. Member
Chamber of Commerce and Convention Visitors Bureau (CVB). Also, major airline sales executive experience.
EDUCATION: BACHELOR’S DEGREE IN HOSPITALITY AND BUSINESS - CLAYTON STATE COLLEGE
PERSONAL PROFILE
Results-oriented sales and marketing professional with over 23 years experience in business-to-business, and
franchise sales environments; worked in such diverse industries as hospitality and travel.
Professional Strengths
Competitive Market Analysis Brand Recognition Enhancement
Pricing/Marketing Strategies Marketing Plan
Strong attention to detail Customer Relations
Lead Generation/Cold Calling Business to business and end consumer
Energetic project and team manager recognized for ability to communicate well with prospects, clients, vendors,
and staff; enthusiastic self-starter with proven track record of building and maintaining customer satisfaction and
loyalty.
PROFESSIONAL HIGHLIGHTS
Sales: Background includes both business-to-business and business-to-consumer products and services. Especially
successful with cold-calling to enlarge territory and generate leads. Experienced in generating commercial project
estimates and contract proposals. Track record of cultivating long-term relationships and gaining referrals.
Sales Training: Hired and trained both outside sales and customer service representatives with ongoing
management responsibility for groups of 10-30 employees.
Customer Service: Provided hands-on customer service and problem resolution skills to hotel front desk and hotel
restaurant employees. While serving as Unit Marketing Director for high volume corporate restaurant location,
conducted training for wait and host staff for both seated and self-service customers. Focused on training
restaurant employees how to up sell products and improve sales of specialty food items.
CHARLES MCWILLIAMS – 2
PROFESSIONAL EXPERIENCE
Gwinnett County Schools
Environmental Services 07/03 - Present
Executed the proper documentation and storage on hazardous/chemical inventory to ensure safety of employees and
environment. Complied with federal and state regulations. Wrote presentation based on MSDS, demonstrating
knowledge and communication skills. Advised school system on federal, state, and local environmental regulations.
Teach/demonstrate how to use products properly in application.
SALES & MARKETING
Renu Refinishing, Lawrenceville, GA 10/10 – 12/11
VP Sales
Specialized in Bathtub, Tile, Shower Reglazing & Refinishing
C-level relationship builder instrumental in startup and expansion, with $175,000 first year total sales
record.
Successfully penetrated the senior market through skillful negotiation.
Accountable for sales, customer service, job estimating, bid proposal, contract writing and negotiation for
all projects.
Managed and implemented new processes and procedures to improve customer service and sales strategy
through Business Development Initiatives, Operations and, Marketing to drive profitability for the
company.
Responsible detailed and accurate sales forecasting
Compile information and data related to customer and prospect interactions
Hospitality Solutions, Atlanta, GA 07/02 – 8/10
Marketing Consultant
Created plans and goals for hotel property manager; evaluated existing and prior corporate client activity.
Generated new leads (corporate and leisure). Reviewed and implemented customer service procedures for front
desk.
Areas covered – Georgia, Florida & Tennessee
Achieved 70% occupancy increase over the 90-day contract period for each hotel.
Consulted regularly with owners, operators and managers with recommendations, ideas and opinions on
ways of improving overall hospitality sales and marketing performance and measurement.
Created helpful tools for management in assessing competition, overall hotel market conditions, primary
and secondary feeder markets along with hotel user feedback.
Made certain that dollars were being spent wisely and staff is meeting expectations.
Performed annual and quarterly reviews and evaluations of entire sales and marketing plan and operation.
Revenue Growth:
• Boosted annual sales from $5M to over $10M.
• Reduced hotel budget 20% in the first year of strategic plan
development/implementation, exceeding established goals and forecasts through
expenditure reductions. Achievement resulted from comprehensive analysis and
enhancement of products.
CHARLES MCWILLIAMS – 3
ECOLAB, Chamblee, GA 06/00 - 6/02
Account Executive
Established new accounts in 5 county territories for both ECOPRO (food and beverage) and ECOLAB (pest
elimination) product lines. Client base of office buildings, restaurants and hotels.
$150,000 first year sales.
Developed and implemented sales plans.
Sold products and provided customer support at assigned customer sites.
Responsible for establishing, growing, and managing new and existing customers.
Learned customers’ operations to understand their challenges and provide solutions to meet their needs.
Identified business needs and opportunities, as well as develop and implement customized solutions.
Quarterbacked major sales efforts in the district and help stabilize jeopardy accounts.
Increased Net Sales growth by developing target key applications in existing and/or prospect accounts.
Handled a large sales base.
Ridgewood Hotels, Atlanta, GA 10/97- 05/00
Area Director of Sales
Hired to complete comprehensive market research project for a rapidly expanding hotel chain. Supervised all sales
and marketing teams.
Increased sales by $1m.
Developed and implemented sales plans to accommodate corporate sales goals and initiated programs.
Reviewed the market to determine customer needs, price schedules and discount rates.
Met with key clients; maintain relationships, negotiated and closed deals.
Prepared sales report showing sales volume generated, potential sales, and areas of proposed client base
expansion.
Identified prospects and developed sales plans to secure new business.
Met regularly with top management to review/coordinate sales efforts to ensure continued focus and
success in meeting and exceeding individual and company sales targets.
Oversaw associate training and career development and capital budget planning.
Designed and developed full service and limited service hotels and a convention center.
Chick-Fil-A Dwarf House, Duluth, GA 08/96 – 10/97
Unit Marketing Director
Marketed full service restaurant to corporations. Managed in-store operations, in-store and catering sales, hiring
and training. Trained counter and wait staff to use suggestive selling for specialty items. Outside marketing helped
Unit achieve the highest sales increase in Atlanta area. Increased store specialty item sales by 31% with the
introduction of a new product. These results were the highest single month increase in specialty item sales among
the Dwarf House locations.
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