Manager Customer Service

JOHN C. SAUNDERS

***** ******* *** **. ******* Tx. 77084

Home: 602-***-**** Email: ***************@*****.***

EXPERIENCE

Standard Renewable Energy Houston Tx

Field Operations Manager, manage subcontractors in the field of HVAC, Solar.

Service existing systems and install manager of new systems

Operations Manager, Posh Pet Boutique & Spaw Scottsdale Az.

Managed day to day operations including marketing, hiring, sales management and

training, customer satisfaction and retention, facilities management during business

expansion into daycare and boarding.

Operations Manager, Accurate Works, Phoenix, AZ

Managed sales, operations and customer relationships for provider of HVAC,

refrigeration and hot side services to hospitality industry customers.

Operations Manager, Arizona Propane, Mesa Arizona

Managed installation, delivery and service functions for largest independent propane

distributor in Arizona.

Managed a team of 27 staff and a fleet of 25 delivery and service vehicles.

Developed and implemented standard processes for delivery and installation

departments resulting in improved internal efficiency, process quality and

increased customer satisfaction.

Performed fire safety analysis and prepared related documentation to meet state

regulatory codes for bulk storage facilities.

Managed all aspects of city and state code and ordinance compliance for installation

at projects ranging from residential to large commercial bulk storage facilities.

Implemented routing optimization software resulting in improved delivery

performance and cost reduction.

Operations Manager, Ferrellgas, Colorado Springs Colorado

Responsible for all aspects of propane operations across 11 branch locations including

system design, sales, installation, delivery, regulatory compliance and customer service.

Managed a fleet of 24 vehicles including bobtail delivery vehicles, crane trucks and

pickup trucks.

Managed 19 employees engaged in sales, delivery and customer service operations.

Provided technical training, administered comprehensive safety program and

managed DOT regulatory compliance.

Managed complex installations including temporary heating, vaporizers, vapor

manifold distribution systems for commercial accounts including large new home

subdivisions, military installations, satellite television and manufacturing

facilities.

General Manager, Lakes Gas Co., Minneapolis, Minnesota

General Manager with P&L responsibility for wholesale and retail propane gas

distribution business.

Managed propane gas, parts and storage container distribution to commercial and

Lakes Gas branch accounts. Annual propane gas distribution was 5.2 million

gallons.

Managed truck repair depot providing service to 300 vehicles across 46 Lakes Gas

branches.

Managed operations and inventory for 180,000 gallon propane gas storage facility

including local rail yard.

Managed 18 employees engaged in delivery, retail store, truck repair, dock operations

and administration.

Increased driver productivity and reduced route delivery personnel by 33% by

optimizing delivery routes and eliminating unprofitable accounts.

Improved operating performance from an annual loss of $300,000 to a profit of

$500,000. Improvements were the result of optimizing pricing structure,

implementing a fuel surcharge, reducing cost of vehicle maintenance and focus on

profitable growth.

Reduced past due accounts receivable balances by over 80%.

HVAC Technician, Colorado Springs, Colorado 2003 -2004

Performed installation of new home and light commercial forced air systems.

JOHN C. SAUNDERS

General Manager, Bridgestone/Firestone, Waterloo, Iowa 1999 to 2001

Served as store manager responsible for overall business management including customer

service, commercial sales, forecasting, inventory control and personnel functions.

Returned store to profitable operation and increased commercial sales by 8% over five

month period.

Car Salesman, Andersen Weber Lincoln, Mercury and Toyota, Dubuque, Iowa 1997 to

1999

Responsible for new and used automotive sales. Achieved or exceeded monthly sales

quota during entire period of employment.

Account Executive and Sales Team Leader, Eagle Point Software, Dubuque, Iowa 1996

to 1997

Served as an account executive for the sale of landscaping software to landscape

architects, contractors, designers and nurseries for a 7 state territory. Responsible for new

business development, preparation and presentation of proposals, collection of accounts

receivable and representation at trade shows. Trained and supervised four team members

and prepared weekly team sales forecasts. Achieved rapid advancement to Team Leader

position by demonstrating leadership skills and selling 126% of quota during first quarter

of employment.

Independent Agent, AFLAC Insurance Company 1995 to 1998

Served as an independent insurance representative for supplemental insurance policies.

Worked primarily with corporate accounts establishing insurance coverage for

employees. Solicited and serviced large local corporate accounts including Diamond Joe

Casino and Iowa Oil Company.

Manager, Grease Monkey, Inc., Dubuque, Iowa 1987 to 1994

Managed an automotive service and maintenance company. Responsibilities included the

hiring and training of employees, financial management and store accounting. Additional

responsibilities included purchasing, inventory management, quality control, customer

service, marketing, customer relations and account management.

Solicited 55 fleet accounts resulting in a 10% increase in overall annual revenue.

Instituted an employee incentive program resulting in a 60% increase in higher margin

additional service revenues.

Worked with local advertising firms in the production of commercials and advertising

literature.

Attended training seminars including the "Train the Trainer" program and "Professional

Manager Workshops" which focused on employee training, retail merchandising,

management and operational issues.

Implemented an employee training certification program.

Implemented a customer service satisfaction survey program to ensure quality standards

were met leading to a return customer rate in excess of 90%.

CERTIFICATIONS AND LICENSES

Class B CDL, Airbrakes, Tanker and Hazmat endorsement

National Propane Gas Association – obtained 2005-2006, scored first in class in each

segment of testing

Basic Principals and Practices of Propane

Bobtail Delivery

Vapor Distribution

Plant Operations

Fire Safety Analysis

Jandy/Teledyne Laars Pool Heater Repair Training

Arizona State Certified for Meter Calibration

Ferrellgas Operations Certification – completed all 4 levels of technical propane

operations certification

Certified Trainer in all aspects of propane business including DOT driver training and

certification

Certified Forklift Trainer

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