Customer Service Sales
Resume:
Heidi Sandrev
Regional Sales Manager
Grafton, OH
*********@****.*** - 440-***-****
Accomplished sales and marketing leader, entrepreneur and communications professional with a track record
in strategic planning, marketing, and start up positions, communications, and project supervision. Established
and managed effective marketing products and programs that exceeded strategic goals within large corporate,
small entrepreneur
and non-profit business sectors. Demonstrated ability developing and motivating people, gaining consensus
among stakeholders, and delivering top line revenue growth and profitability. Expertise includes:
• Strategic Planning • Customer Relations • Marketing Communications
• Community Outreach • Sales • Goal Establishment & Tracking
• Presentation • Market Intelligence • Cross-functional Teamwork
WORK EXPERIENCE
Regional Sales Manager
The Step 2 Company - Streetsboro, OH - 2012 to 2014
Managed a customer base including forty customers on a national level ranging from brick and mortar to
internet based establishments. Reported to the Executive VP of Sales.
• Increased sales by 24% from 2012 to 2013.
• Added new customers which resulted in a 5% incremental sales gain.
• Established and maintained customer relations and provided exceptional customer service.
Application Research Center Manager
AkzoNobel Paints - Strongsville, OH - 2011 to 2012
Formed and led a cross-functional team to obtain the voice of customer through establishment of a market
research facility. Reported to the Chief Product Officer.
• Benchmarked global company best practices and determined a customer centric site location.
• Established collaboration with Polaris Vocational Center resulting in both company and brand awareness
and reduced costs.
• Provided executive and financial summary and communicated project updates to internal stakeholders and
senior management.
• Managed a $1M budget by implementing cost control measures.
Sales Support Center Supervisor
Barnes Distribution - 2009 to 2011
Directed a team of 31 sales support agents who serviced the internal sales team and external customers.
• Participated on SWOT analysis team and analyzed data transforming the customer service department into
a state of the area sales support call center leading to positive, historical phone metric results.
• Created and implemented department performance management process and rewards/recognition program
that increased industry call centric metric goals by approximately 40% and increased employee moral.
• Selected to serve on the customer satisfaction / voice of customer lean team that achieved the goal of
exceeding consumer demands and increasing profitable sales.
Supervisor, Customer Service
Barnes Distribution - Cleveland, OH - 2007 to 2011
Responsibilities
Directed a team of 31 sales support agents who serviced the internal sales team and external customers.
Participated on SWOT analysis team and analyzed data transforming the customer service department into a
state of the area sales support call center leading to positive, historical phone metric results.
Created and implemented department performance management process and rewards/recognition program
that increased industry call centric metric goals by approximately 40% and increased employee moral.
Selected to serve on the customer satisfaction / voice of customer lean team that achieved the goal of
exceeding consumer demands and increasing profitable sales.
Accomplishments
Participated on SWOT analysis team and analyzed data transforming the customer service department into a
state of the area sales support call center leading to positive, historical phone metric results.
Created and implemented department performance management process and rewards/recognition program
that increased industry call centric metric goals by approximately 40% and increased employee moral.
Selected to serve on the customer satisfaction / voice of customer lean team that achieved the goal of
exceeding consumer demands and increasing profitable sales.
Skills Used
Management
Coaching
Emotional Intelligence
Customer Relations
Motivation
Segment Marketing Manager
Barnes Distribution - 2007 to 2009
Managed the food processing market segment, which achieved $14M annual sales and a 7% sales increase
year over year.
• Led several lead generation sales team initiatives establishing a strong internal process, best practices and
generated incremental sales.
• Developed and analyzed multiple segment marketing reports and monitored sales and margin activity, which
provided an understanding of the strengths and challenges of the business.
Product Manager / Associate Product Manager
The Sherwin-Williams Company - 2001 to 2007
Developed and implemented marketing plans and programs for $50M paint brand to support sales
efforts in North America. The role encompassed product and brand management coupled with marketing
communications.
• Commercialized product lines resulting in incremental sales; one in excess of $1M annualized.
• Directed on-line efforts which included a website re-launch.
• Established and assessed product movement and sales history reports and conducted extensive line reviews
to ensure business demands were met and appropriate pricing was applied to the product offering.
• Liaison with sales force, customers, ad agency, public relations firm, outside vendors and multiple internal
business disciplines.
• Worked cross-functionally to achieve goals and maintain business relationships.
Product Manager
The Sherwin-Williams Company - Cleveland, OH - 1989 to 2007
Responsibilities
Developed and implemented marketing plans and programs for $50M paint brand to support sales
efforts in North America. The role encompassed product and brand management coupled with marketing
communications.
Accomplishments
Commercialized product lines resulting in incremental sales; one in excess of $1M annualized.
Directed on-line efforts which included a website re-launch.
Established and assessed product movement and sales history reports and conducted extensive line reviews
to ensure business demands were met and appropriate pricing was applied to the product offering.
Liaison with sales force, customers, ad agency, public relations firm, outside vendors and multiple internal
business disciplines.
Worked cross-functionally to achieve goals and maintain business relationships.
Headquarter Sales Supervisor / Representative
The Sherwin-Williams Company - 1998 to 2001
Managed over 250 dealers that accounted for approximately $3M in sales.
• Developed business plans for key accounts and grew business on an average of 95%.
• Created and implemented monthly promotions beyond the marketing department initiatives.
• Initiated tracking and reporting system, which measured and evaluated account progress and program
effectiveness.
• Held routine team meetings to ensure members were empowered, striving toward common business goals.
Customer Service Agent / Acquisition Team
The Sherwin-Williams Company - 1995 to 1998
Participated on multi-million dollar paint brand acquisition team and built technical service department to serve
a new distribution channel.
• Handled all customer inquires and resolved customer complaints effectively using creative problem solving
skills to avoid litigation.
• Provided reports to senior management on technical information received from the laboratory and end users
to increase knowledge of customer demands.
Associate Marketing Manager
The Sherwin-Williams Company - 1993 to 1995
Developed marketing plans including telemarketing initiatives and incentive programs that increased sales
90%.
• Developed and implemented training programs that supported sales representatives and customers in the
home center distribution channel and increased share of mind and sales.
• Wrote market research surveys and provided consumer-buying traits, increasing sales.
Technical Support Specialist
The Sherwin-Williams Company - 1991 to 1993
Communicated with stores associates, end users and field representatives on all paint brands within the
division.
• Acted as department liaison to various internal functions and supported a major national account that
increased company credibility and brand awareness.
• Demonstrated excellent analytical, creative and organizational skills on a daily basis resulting in best
practices.
Store Manager
The Sherwin-Williams Company - 1989 to 1991
Managed a store and serviced both professional painting contractors and consumers.
• Completed an extensive management-training program and learned how to run a business.
• Maintained accounts and increased sales 15% year over year.
EDUCATION
BSBA in Marketing
Bowling Green State University - Bowling Green, OH
LINKS
http://www.linkedin.com/in/sandrevheidi
ADDITIONAL INFORMATION
LEADERSHIP SKILLS
Co-founded 501 (c) 3 non-profit volunteer organization and hold the role of President. Partner with community
affiliations including Girl and Boy Scouts, Kiwanis, 4 H Clubs, Farm Bureau, Camp Cheerful, Valley Riding,
Inc., Horseman's Council, Positive Education Program and various school systems
Co-chaired charity and employee morale events for
The Sherwin-Williams Company, Barnes Distribution, The Step 2 Company including United Way, Harvest
for Hunger
Led significant community project through AkzoNobel Paints
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