Sales Customer Service

Derrick Watson

**** ***** *** **** *********, Utah 84010 801-***-**** *********@***.***

Career Summary

Dedicated team leader, prominent coach, and mentor. Experienced in achieving outstanding results for a

diverse background of employers. Adept at driving growth of company revenues, decreasing operating costs,

refining daily processes, and forging strong relationships with external business partners. Skilled in call center

operations, warehouse management, production and assembly, retail support systems, operations and logistics.

Key Skills

Teambuilding & Staff Development Call Center –Inbound/Outbound Retail Link Certified

Warehouse/Logistics EDI Management MaxLoad Pro (Cargo Software)

Records/Data Management QuickBooks Enterprise Edition GS1 US / 1Sync

Inventory Management (WMS) OSHA Compliance Training AS 300/400

Professional Experience

Focus Services 2012 to Present

Director of Operations Roy, UT

Directed daily operations of 120 agents for both inbound and outbound Business to Business sales calls for CenturyLink.

Acting as liaison between CenturyLink and Focus Services for all sales quotas, training, FCC requirements and technical

guidelines.

• Doubled sales conversion rate from 7 sales per 100 calls to 15 sales per 100 calls by implementing improved scripting.

• Increased overall customer satisfaction from 6.45 to 9.35 on a scale of 10 through training and aggressive

monitoring.

• Lowered attrition by 22% by improving training practices, culture, and overall agent experience.

• Awarded CenturyLink outbound sales calls doubling overall daily agent hours and billing rate.

SonicScrubbers, Inc. 2007 to 2012

Operations Director Layton, UT

Directed Multiple Warehouse Operations, International & Domestic Distribution, Packaging, Assembly & Production,

Inventory Management, Transportation Management, Supply Chain Management, Call Center operations

Inbound/Outbound.

• In sourced and Consolidated Warehouse and Transportation Management, generating savings of $360,000 per year

• Improved Vendor Compliance (shipment routing, proper labeling, order fulfillment) saving $125,000 per year

• Implemented new processes for maximizing all shipments, foreign & domestic, reducing costs by 43% per year

• Awarded Preferred Vendor Status for 100% On Time and Accurate Deliveries of Time Critical Projects

Foods Etc., Discount Grocery 2003 to 2007

Partner / Company Director Clearfield, UT

Operated Three Full Service Retail Grocery Store Locations. Implemented and maintained all daily operations which

included Financial Reporting, Accounting, Purchasing, Pricing, Advertising, Merchandising, Recruiting, and Hiring.

• Developed and Implemented Accounting & Budget practices providing real time sales, inventory and P&L

• Reduced Operation expenses by $384,000 (38%) through refined daily processes and lowered labor costs

• Increased sales 33% annually through measured pricing strategies, product procurement, and merchandising

• Expanded company from one location to three locations in under three years

Enterprise 1998 to 2003

Area Manager Bakersfield, CA

Supervised 85 employees between 10 retail locations. Responsible for Distribution, Depreciation, Movement and Resale of

850 fleet vehicles. Audited & Maintained AP/AR. Established new business through Aggressive and Tactical Marketing.

• Maintained the highest Regional Retention Rate of 96% through recruitment, training, & employee empowerment

• Received Corporate Marketing Award 2001 for most new accounts established and overall business generated

• Achieved consistent Customer Service Rating of 98% “Completely Satisfied Returning Customers”

• Attained Regional Fleet Growth Award 2002 with an average fleet increase of 62%

Education / Training

Angelo State University, San Angelo, TX 1992 1998

Bachelor of Science, Business Management & Marketing

United States Air Force 1992 1998

B 1B Systems Engineer, Flight Line Expeditor

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