Customer Service Sales
Resume:
Luis Saavedra
Ijamsville, MD 21754
Phone: 301-***-****
Email: ****.*.********@*****.***
Experienced Director of Operations
I am a capable, results-oriented Director of Operations with 7 years of leading high performance teams and of
successfully increasing efficiency and productivity while minimizing costs and inefficiencies. I possess the ability to keep
a level head at all times, nurture and grow a business, evaluate opportunities and risks and also deliver innovative
solutions to expected and unexpected challenges. I bring excellent corporate client relations and am highly successful
in helping define company direction, achieving goals and optimizing sales, profits and profit margins. My most
outstanding qualities include innovative business acumen, strong leadership skills, out-of-the-box strategic thinking, the
ability to form collaborative relationships and excellent negotiation and communication skills.
I am currently looking for a senior management position with an ambitious company to create a mutually beneficial
professional relationship.
Work Experience:
Takeout Taxi Kensington, MD 2007 through Present
Director of Operations
Served as Director of Operations for Takeout Taxi, the area’s largest multi-restaurant online delivery service. Takeout
Taxi provides marketing and delivery services to more than 150 restaurants generating sales in excess of $27 million in
the last 7 years. Responsible for the territory that encompasses the entire Washington Metropolitan area.
Full responsibility for top line and bottom line factors including company vision, medium and long range strategic
planning. Directed all operational, financial, sales, information technology, marketing and customer service divisions.
General oversight of 20 employees and 50 independent contractors.
Key Achievements:
• Created a more responsive and market-driven organization resulting in increased sales at an annual average
rate of 10% in the last 7 years.
• Increased average ticket from $45 per transaction to $70 per transaction.
• Substantially improved on-time delivery performance by 50%.
• Reduced operational costs by 28%.
• Opened and developed new marketing channels and established strategic corporate alliances.
• Delivered high profitability results through strategic and efficient restructuring of pricing for different customer
segments: corporate, residential, hotel and pharmaceutical representatives.
• Guided changing company’s information technology posture. Evolved from a call center model to a full online
food ordering system.
Outsource Partners Inc. 2005 2007
Lanham, MD
Regional Manager
Served as Regional Manager covering locations across 5 states in the Mid-Atlantic area. Outsource Partners Inc.
provided janitorial services to more than 1000 commercial clients across the United States including manufacturing,
industrial, retail and office space environments. Responsible for $6 million in sales in 2 years.
Directed all operational, financial, sales, marketing and customer service departments. General oversight of 3 branch
managers, 10 account managers and 100 employees approximately.
Key Achievements:
• Developed and implemented execution strategies within region that achieved sales and market growth targets.
• Hired, trained and developed branch managers ensuring recruitment based on company’s commitment to
diversity and a “promoting-from-within” philosophy. Approved and monitored all hiring plans for individual
account managers and ensured that accounts operated at optimal staffing levels.
• Evaluated the performance of branch managers and account managers while providing the appropriate level of
performance feedback. Created development and training plans for branch managers as needed.
• Analyzed region reports identifying ways to leverage opportunities to maximize sales by developing existing
sales channels and creating new ones.
• Responsible for meeting region payroll and expense budgets. Negotiated vendor contracts with favorable
company terms.
• Ensured excellence in customer service in all accounts by following company’s standards, monitoring
customer feedback and taking appropriate action to address all customer/client concerns.
• Promoted an environment of participation, creativity, learning and team work by sharing best practices and
building on the ideas within and across regions.
• Acted as a liaison between field operations and corporate office personnel.
Outsource Partners Inc. 2004 2005
Lanham, MD
Branch Manager
Served as Branch Manager for the Washington DC branch which included 4 major commercial accounts. Outsource
Partners, Inc. performed janitorial services for commercial clients in the Washington DC area. Responsible for $1.5
million in annual sales.
Directed all operations for 4 major commercial accounts in the Washington DC Metropolitan area.
Achievements:
• Assisted Regional Manager in identifying prospective opportunities for new business.
• Hired, trained and developed account managers to exceed company standards.
• Managed the schedule for 4 account managers and reviewed and approved staffing schedule for each
individual account.
• Met labor cost percentages as determined by regional manager and service contract.
• Ensured customer customer/client satisfaction by meeting monthly with each account manager and point of
contact for client to review achievement of scope of work as provided by service contract.
• Managed purchasing of janitorial supplies according to company’s materials expense target.
Education:
2013 Bachelor of Science in Cybersecurity
University of Maryland, University College, Hyattsville, Maryland
1994 Associate in Arts Degree in Business Administration and International Business
Montgomery College, Rockville, Maryland
Special Skills:
Advanced knowledge of the following software platforms: Microsoft Office Suite (including Word, Excel, Access,
Publisher, Outlook and SharePoint), Adobe Acrobat, Microsoft SQL, Salesforce and other commercial software.
Advance knowledge of Google AdWords, AdWords Express and Google Analytics.
In-depth social media marketing knowledge extends to Facebook Pages for business, Twitter, Instagram, Yelp,
Constant Contact email marketing among other various social media platforms.
Contact this candidate