Sales Customer Service

Joseph L. Hollins

**** ***** ********* ***, ******, WA 98405

Tel: 323-***-****

**********@*****.***

Customer Experience, Strategic Positioning, Analytical Skill, Restructuring,

Operations Management, Creative Marketing and Outreach, Process Improvement

Accomplished retail sales and operations executive specializing in customer experience, team building,

staff and process efficiency. I have a wide breadth of expertise and level of knowledge in all aspects of

business, allowing me to manage a company as an organic whole.

Career highlights include:

Directed sales and operations during which time Filmtools, Inc was included in Inc. 5000 fastest

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growing companies 2008-2012.

Presided over 900% increase in sales from 2007-2012; $20.5 million in sales in 2012.

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Negotiated exclusive worldwide distributorship of ARRI Media products, increasing

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profitability, sales and diversifying customer base.

PROFFESIONAL EXPERIENCE

Director of Operations 2005-2014

Filmtools, Inc

Designed reorganization of the sales department to increase customer coverage and scalability,

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while decreasing overhead.

Redesigned store sales floor to increase visibility of high profit margin items, deliver higher foot

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traffic to impulse items, create highly succesful featured items sections and create an overall

more welcoming and pleasant atmosphere.

Created product and technical seminar program for customers which fostered a complete

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customer experience and created short term sales boosts.

Designed product training program for sales staff which established best in class customer

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service.

Negotiated terms, pricing and marketing dollars with multiple vendors, e.g, MAC Group 15%

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discount, net 60, right of return of any products, additional sales spiffs for staff.

Selected new items to fill out customer product offering, maximize profit and reduce inventory.

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Established e-mail ask program to build list to 40,000 qualified customers.

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Standardized procedures and composed operating manual for use in future expansion.

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Analyzed staff sales performance and efficiency. Established system for metric transparency to

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sales staff, management and ownership.

Composed clear and concise company wide e-mails regarding policy and procedure

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implementations or changes.

Redesigned shipping/receiving to increase efficiency to handle increased volume without

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increase in staff.

Decreased turnover rate of all employees to an average of 2% per year.

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Designed highly succesful backorder process which allowed Filmtools to deliver many items to

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customers without stocking them.

Designed effective fraud management operating procedure at minimal cost.

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Corrected payables to inventory inbalance by instituting and managing a buying budget which

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drastically reduced payables while increasing sales.

Designed, organized and implemented succesful trade show booths and designed processes for

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their efficient setup and teardown.

Developed lucrative relationship with vendors, succesfully solicited vendor help with employee

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training, marketing programs, commisions, product selection and negotiated pricing.

Succesfully implemented training program for software implementation of sales, receiving and

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shipping departments.

Insrumental in designing an effective e-marketing strategy, utilizing e-newsletter, Filmtools.tv,

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social media and in-store promotion.

Developed and invented Filmtools brand products as well as consulted manufacturers on product

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design.

Developed social media program for in store sales staff, to increase visibility, move slow

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products and create customer to sales staff interaction.

Director of Sales and Marketing 2013

Filmtools International

Negoiated exclusive 2yr contract with ARRI Media to be the sole distributor of their product for

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the world (outside of the EU.)

Recognized additional sales channels and adapted infrastructure to accomadate sales of existing

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Filmtools products from Filmtools International.

Made the decision and excecuted decision to shut down operations of Filmtools International

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and spin all sales and customers into Filmtools to cut overhead, deliver better customer service

and maintain revenue.

Store Manager 2000-2003

Denver Pro Photo

§ Within two years of taking position in camera sales was promoted to the position of Store

Manager.

§ Raised profit margin from 12% to 25% in under one year while increasing sales.

§ Targeted slow moving stock and tied them into promotions to reduce inventory and boost sales.

§ Compiled EOM reports for the accountant and administered accounts payable.

§ Maintained accurate product inventory and oversaw rebuilding of database and inventory.

§ Supervised the installation of a new software/hardware system, and restructured inventory

control system after loss of computer database.

§ Selected local charities to receive donations, thereby increasing store visibility as well as

participating in good causes.

§ Trained new employees on sales, POS system, inventory control and customer service.

EDUCATION

University of Colorado at Boulder 1994-1996

Major: Political Science

Metropolitan State College of Denver 2001-2004

B.A. Double Major Political Science and Philosophy

Honors Thesis: US/Saudi Relations

Loyola Marymount University 2005-2007,

Masters Program: Philosophy

INTERESTS

Fitness, Photography, Art, Outdoors, Philosophy, Music, Literature, Writing, Economics

References are available upon request.

Contact this candidate