Customer Service Sales

Steven Michael Gooding

**** **** **** ***** 920-***-****

Green Bay, WI 54311 **************@*****.***

I look forward to growing with a Christian organization, utilizing my wealth of experience in…

Business Development • Market Research • Budget Formulation

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Account Management • Customer Service • New Product/Service Deployment

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Strategic Planning • Project Management • Fundraising

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Marketing Plan Coordination • Event Organization • Marketing Research

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Professional Experience

Green Bay Diocese Cemetery Corp. Green Bay, WI 2007 – 2014

Administrator & Sales Manager

Noteworthy Achievements:

• Lessened non-profit corporation’s debt position from $1.5M to $900K during tenure

• Increased gross sales revenue and support on average 5% each fiscal year during tenure

• Improved net margin across all revenue lines on average 8% each fiscal year during tenure

• Reduced total operating expenses on average 4% each of last five fiscal years

• Increased third-party funding 7% or more each of last three fiscal years

• Founded and managed activities of “Friends of Allouez Cemetery,” the organization’s principal capital

campaign platform

Initiated and coordinated “Answers At Allouez,” community informational assemblies, providing

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educational opportunities through alliances with professionals and experts in related fields

Formed and organized “N.E.W. Funeral Services Conferences,” an ongoing series of clinics, seminars

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and networking opportunities for persons within the death care and connected industries

Established and chaired Diocese of Green Bay’s “Cemetery Commission,” a multi-department

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consortium directing cemetery committees and staff at 150 locations

Primary Areas of Responsibility:

• Supervision of all permanent and temporary employees at diocesan cemeteries: administrative and

customer service staff; sales representatives; service/maintenance personnel

Fiscal responsibility for diocesan cemeteries: preparation of sales forecasts, operating and marketing

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budgets; multi-year capital expenditure schedules; long term projections and “vision plans”

Oversight of corporate marketing and development plan

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Identification of opportunities for revenue growth through new product or service integration;

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feasibility studies and Return on Investment analysis

Facilitation of market research systems: service appraisals; competitor product and service tracking;

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cost comparisons; recommendations for marketing strategy adjustments

Administration of customer relationship management database

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Organization of special events, outreach activities and educational programs

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Project Management: property upgrades; land procurement, selling or (re)purposing; building

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renovations and expansions

Negotiation of purchase and service agreements with contractors, suppliers and partner companies

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Negotiation of intra-company lease and property/land use agreements

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Coordination of advertising and public relations campaigns; point of contact for all media channels

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Overseeing creation of internal and external marketing/promotional materials

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CINTAS Corporation Greenville, WI 2001 – 2007

Northeast Wisconsin and Upper Michigan Account Manager

Noteworthy Achievements:

• Improved operating center’s net profitability 17% during tenure

• Raised market share in designated region 25% during tenure

• Strengthened account retention rate on average 13% each fiscal year during tenure

• Increased ‘target customer” renewal rate 23% or more each fiscal year during tenure

• Grew annual spend of current rental customer portfolio on average 11% each fiscal year during tenure

• Expanded geographic service territory 15% during tenure (based on county penetration)

• Reduced service representative attrition rate on average 20% each fiscal year during tenure

• Four-time recipient of “Winner’s Circle” commendation, annual recognition bestowed upon highest

performing Account Managers nationally (top 10% of 1,500 counterparts)

Primary Areas of Responsibility:

• Management of customer acquisition and transition: creating presentations and proposals; negotiating

contractual terms; supervising product and service installment

Ongoing account administration: analyzing customer satisfaction results; resolving client or employee

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concerns; executing renewal agreements

Account penetration: introduction of new products and/or service lines to existing customers; acting as

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liaison for other company divisions when applicable

Marketplace assessment: competitor product and service appraisals; comparative pricing research;

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devising “Appropriate Plans of Action (APA’s)” for sales activities

Production oversight of marketing collateral and technical publications

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Brotoloc Health Care Systems De Pere, WI 1997 – 2001

Marketing Manager

Noteworthy Achievements:

• Elevated aggregate census 32% during tenure

• Assisted in opening and promoting seven new facilities during tenure

• Elevated private pay revenue on average 5% each fiscal year during tenure

• Improved cumulative length of residency 15% during tenure

Primary Areas of Responsibility:

• Administration of the “Corporate Progress & Advance Program,” the marketing plan for five regional

business offices and fifty-plus residential facilities and clinics

Fostering relationships with admission sources (county and state agency representatives, insurance

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companies, private party payers)

Managed production of marketing and sales materials: brochures, employee newsletters, tradeshow

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collateral, print and television advertisements, annual financial reports

Oversight of website conception and evolution

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Cultivated referral sources by representing organization at state and national industry specific

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conventions and training seminars

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Secondary Education

University of Wisconsin Green Bay

Graduated 1996

Bachelor’s Degree

High Honors: Magna cum Laude

Dual Majors: 1. Marketing 2. Business Management

Professional and Community Involvement

Green Bay Grief & Bereavement Commission, Charter Member

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Greater Green Bay Habitat For Humanity Chapter, Volunteer

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Nativity Parish, Stewardship Committee Member

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Green Bay Area Public School District, Fundraising Coordination

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Unified School District of De Pere, Event Planning

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Greater Green Bay YMCA, Youth Sports Programming

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