Customer Service Sales

James G. Orlando

**** ******** ***** • Plainfield, Illinois 60586 • 815-***-**** • ************@*****.***

SUMMARY OF QUALIFICATIONS

Results-driven and self-motivated sales, operations, business development and account management

professional with a demonstrated sense of urgency and a proven track record of success in increasing

profitability, account maintenance/client retention, staff leadership and forecasting/budgetary compliance

within the automotive arena. Possess expertise in implementing solution sales strategies while successfully

growing existing accounts and translating new business into loyal, long-term professional relationships.

Exceptional problem-solving skills; able to efficiently rectify issues, provide proactive solutions, design custom

business strategies and implement procedural enhancements to facilitate organic growth and increase market

viability. Proven abilities in developing cost benefit analysis, closing contracts and presenting solutions to

illustrate clear, incontestable value and successful outcomes for clients.

CORE COMPETENCIES

Innovative Sales Leadership • New Channel Development • Customer Service • Staff Training/Development

Marketing • Prospecting/Lead Generation • Client Relations/Retention • Cold-Calling Strategies

Metrics-Driven Sales Plans • High-Impact Sales Presentations • Start-Up Ventures • Contract Negotiations

PROFESSIONAL CHRONOLOGY

CHICAGO PARTS & SOUND Elk Grove Village, Illinois 2000 to 2014

Sales Manager (2004 to 2014)

• Held total P&L, business development, operational oversight and strategic steering

responsibility for all areas of departmental sales, account management, staffing,

regulatory compliance, client relations and business planning functions.

• Provided leadership and direction to a team of eight highly-skilled sales

representatives; hired, trained and mentored staff in all facets of sales/customer service.

• Facilitated weekly sales meetings with staff and communicated frequently with sales

personnel in other company locations nationwide; forecasted weekly, monthly and

quarterly objectives and conducted quarterly reviews to determine current standings.

• Worked with sales team to discuss and troubleshoot obstacles and develop strategic

action plans to rectify issues pertaining to customer service.

• Played a key role in marketing operations, including the design/layout of vehicle feature

packages; determined pricing per box item and installed item, as well as motorcraft

monthly specials, 12-volt quarterly promotions and leather/sunroof packages.

• Trained internal sales personnel on new products, as well as manufacturers

representatives on new product demonstrations to solidify dealership commitments.

• Oversaw Service Department training initiatives at new car dealerships to educate

technicians on effectively up-selling customers on 12-volt packages.

• Implemented new processes/procedures into dealerships to provide comprehensive

accessory product knowledge to staff throughout Sales, Service and F&I Departments.

Achievements

• Produced pure organic growth of 100% throughout the Chicago region following the

acquisition of a restyling company; core contributor in acquiring the restyling business.

• Successfully secured 20 new key accounts within two years (2012 to 2014).

• Achieved a Third Place Ford OEM sales ranking nationwide for remote start sales.

• Drove monthly revenue for motorcraft business from $50K to $250K and positioned

business for monthly revenue of $400K; surpassed objectives, increasing monthly revenue

from $250K to $600K through organic growth and further penetration of existing accounts.

• Spearheaded the implementation of an innovative tracking system to enable 12-volt and

Restyling Managers to effectively monitor repair data across multiple locations.

• Partnered with two sales representatives to facilitate fast-track organic sales growth of

alarms, remote start, video and navigation products (12-volt).

• Championed the launch of a BBC call center; trained call center staff on effectively up-

selling new products to customers over the phone.

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James G. Orlando

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Chicago Parts & Sound, continued...

Outside Sales Representative (2000 to 2004)

• Utilized extensive knowledge of the automotive market to establish and implement

strategic sales objectives/business plans and ensure successful brand integration and

acquisition of assigned accounts.

• Implemented a variety of successful synergistic sales strategies, including aggressive

cold-calling techniques, to exceed sales objectives, enhance market position, expand

product line, develop new accounts and ensure repeat business.

• Managed profitable sales growth through retention and further penetration of current

clients and by securing new accounts.

Achievements

• Instrumental in positioning company as the #1 Ford OEM repair center for radio, DVD and

remote start installations/repairs.

• Played a key role in the acquisition of two separate 12-volt companies.

WHITE KNIGHT Villa Park, Illinois 1983 to 1999

Business Owner

• Planned and directed all business management operations for this independent start-up

organization servicing new/used car dealerships with a specialization in 12-volt

installations, spray and bedliners, window tinting and other vehicle personalization

services.

• Charged with new business development, regulatory compliance, P&L management,

forecasting/budgeting, inventory control, purchasing, payroll and customer service, as

well as optimizing marketing and sales operations.

• Recruited, hired, trained and developed an 18-member staff; regularly assessed staff

performance levels, identifying areas in need of improvement and implementing

corrective actions when necessary.

• Accountable for a full sales cycle, including cold-calling, needs identification, quoting,

presentation, close and long-term account management.

• Direct responsibility for securing and managing major accounts; sourced, secured and

penetrated new accounts and launched strategic initiatives to grow existing business.

• Oversaw all aspects of accounting, including G/L processing, preparation of financial

statements, risk management, GAAP compliance, cash flow, sales/payroll tax, billing,

A/P, A/R, collections and month/quarter/year-end closings.

• Coordinated the development and implementation of strategic marketing plans and

advertising strategies.

• Handled escalated customer service issues to ensure satisfaction/retention.

• Managed store inventory to ensure adequate levels of merchandise; negotiated with

vendors to secure new supplies at the most cost-effective rates.

Achievements

• Managed all facets of establishing and developing this organization from the ground up.

EDUCATION

UNIVERSITY OF NEVADA, LAS VEGAS Las Vegas, Nevada

COLLEGE OF DUPAGE Glen Ellyn, Illinois

• Completed course work in Business Management.

TECHNICAL ACUMEN

Proficient in the use of Microsoft Office Suite and Salesforce.com.

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