Customer Service Sales

DONALD E. HOOKER

*** ***** **** *****, **** Mill, SC 29715 803-***-****)

***.******@*****.*** ( www.linkedin.com/in/hookerdon

A self-directed business executive with over 15 years of experience driving growth through sales and customer retention for leading business-to-business sales organizations.

CORE COMPETENCIES

Campaign Management - Sales Training & Support - Account Development - Market Research - Competitive Analysis - Budgeting/Forecasting - Prospecting/Client Cultivation - Sales/Product Packaging - MS SharePoint - Product Training - Creative & Technical Writing

EXPERIENCE

Mood Media

Manager, Sales Account Management - Western U.S.

1/2011 - 1/2015

Managed an inside sales and customer retention team of 15-20 representatives. Consistently achieved retention goals.

. Planned, lead, organized and directed day-to-day customer service and retention operations

. Managed staff of 13 remote and 5 local representatives performing sales, retention and customer service functions for $48M annual billing base

. Managed interactions with field sales and service operations personnel to achieve team objectives

. Led meetings with individuals and team to provide training, career development guidance, motivation and positive, goal-oriented feedback

. Administered department's SharePoint team site and served as SME for company SharePoint migration team

Key Achievements:

* As part of a four-person management team, was tasked to take a 90 person, largely field based sales and retention team, reduce the headcount to 40, saving the company in excess of $2MM annually through reduced personnel and

related travel expense.

* Met the region retention goal for 10 of the last 12 quarters.

* Led team with the highest recurring billing and equipment and labor sales for 4 straight years.

Mood Media/Muzak

Director, Audio Marketing

2/2008 - 1/2011

Directed administrative, customer service, creative and production functions for a team of up to 60 employees. Supported field sales efforts for product line, including training and client sales meetings.

. Managed all customer service, creative, and production functions

. Managed and directed administrative and support staff

. Managed interaction with all field sales and service operations to achieve company objectives

. Overall management of four interdependent workgroups within department

. Participated in and led meetings with team providing on-going training, career development guidance, motivation and positive, goal-oriented feedback

. Developed and enhanced relationships with franchise office network throughout US

Key Achievements:

*Administered client-facing web interface for audio marketing production requests.

* Decreased end-to-end production turnaround time by 30%.

* Through process efficiency gains and minor investments in technology, was able to reduce payroll from 60 employees to 35 employees while maintaining a 90% gross profit margin on a $40MM per year billing base.

Mood Media/Muzak

Consultant Manager

12/1999 - 2/2008

Actively led all customer service and creative functions for team supporting a national client base.

. Ensured team compliance with productivity targets and work quality standards

. Provided on-going training and performance improvement support to team members

. Led development and integration of policies and procedures, including documentation

. Provided statistical performance measurements to ensure team alignment to company goals

. Actively prepared and led training and development plans for team members

. Served as a resource to sales organization to promote the sale of services

Key Achievements:

* Mentored and developed 9 team members into leadership positions within the company.

* Assisted with the acquisition and ingestion of 5 competitors that resulted in a $12MM increase in annual billing base.

EDUCATION

Certificate Sandler Sales Training

Coursework, English Oklahoma Baptist University

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