Sales and Operations Manager
Resume:
JOANN L. BARNES
Cary, IL *****
************@*****.*** Cell: 815-***-****
SUMMARY
Results oriented Senior Executive with interpersonal and organizational shrewdness driven to action with an
accomplished record of building dynamic teams and leading teams to operational excellence by improving
efficiencies and effectiveness of the organization. Demonstrating an extensive history of career
advancement across multiple dimensions cultivated through strong leadership and influencing skills. Highly
effective partnering with supporting groups to ensure balanced and compliant results. Key strengths
include:
• •
National Sales Leadership Operational Effectiveness and Control
• •
Strategic Planning Training and Leadership Development
• •
Strong Analytical and Problem Solving Skills Performance Management
• •
Business Communicator with Strong Facilitation Skills Inspirational Leadership
PROFESSIONAL EXPERIENCE
UNWIRED LLC, Internet service and TV Solutions, Cary, IL 2009 – Present
Founding Member
Building subscriber based Internet business. Planning and directing all aspects of the business from
inception of business plan to site proposals, sales strategy, customer satisfaction, network expansion, P&L
management.
• Secured approval from Village Boards for necessary variances to deploy network.
• 98% Customer Retention within service area and 2+ delinquency less than 2%.
• Expanded network footprint and grew product offerings to include Surveillance Systems and TV
solutions.
• 92% RFP contract acceptance.
• Created marketing campaigns, designed and maintain website for online presence.
• Negotiated below market lease rates tied to subscriber base for tower deployment locations allowing
network expansion with minimal initial cost and future expense directly tied to growth rate.
• Manage daily operations including but not limited to customer service, technician schedules, client
communication and company financials.
HSBC NORTH AMERICA
CONSUMER AND MORTGAGE LENDING
Director, One HSBC Strategy & Implementation, Mettawa, IL 2008 - 2009
Developed and led the origination’s strategy towards migration to a single set of core systems and integrated
processes. Represented multiple businesses within North America, garnered an understanding of the needs
of each and socialized requirements among the NA region. Collaborated with executives across multiple
business units and partnered with IT to influence and design systems functionality.
• Gained the confidence of the business by initiating the creation of a project plan that outlined scope,
governance, approach, risk management, budget controls and communications strategy.
• Performed an analysis of stakeholders within the business entities and developed a robust
communications plan which served as a vehicle to successfully communicate technical information to
non-technical audiences.
• Emphasized the tenants of the program and constantly challenged the team and stakeholders to move
beyond the status quo and existing business practices, achieved and maintained the support and buy-in of
key stakeholders.
Division General Manager, Atlanta, GA, San Ramon, CA, Elmhust, IL 2001 - 2008
Planned, directed, controlled and responsible for sales and marketing operations within a large, complex
division. Developed and implemented the sales strategy to increase division sales and profits. Provided
strong
JOANN L. BARNES PAGE TWO
HSBC Consumer and Mortgage Lending (continued)
oversight over all regulatory and compliance matters. Assessed needs, trends, problems and profit
opportunities for the division; took appropriate action as necessary.
• Created and implemented customer sales approach road show visits focused on key behaviors to improve
divisional results, key performance measures improved from 17-42%.
• Led the executive team on execution of the ‘managing sales performance’ program, creating the first
training agenda and content, which was subsequently rolled out nationally impacting sales training
across the U.S.
• Improved sales force turnover within the division 38%, by partnering with HR to directly impact and
improve the learning curve for new hires and by creating and implementing a mentoring program
involving tenured staff.
• Conceptualized and executed a division wide program aimed at improving customer satisfaction, raw
scores improved from 64.2% to 91.7% over 12 months, producing a 14% increase in the annual
satisfaction score.
• Awarded the Annual National Presidents Council award, recognized as the number 1 ranked division in
US Consumer Lending for the year ending 2005; attained success by partnering with Human Resources,
Quality and Assurance and Insurance Services to ensure balanced growth across all business lines.
• Awarded annual performance award for the year 2002, award recognizes the top 3 divisions based on
leadership, profitable results, compliance, customer satisfaction, employee development and community
involvement.
• Invited to speak at the 2006 annual executive leadership conference on the topics of leadership and
building a business climate that drives performance at every level, addressed over 350 senior executives
from across the US.
• Earned recognition at the 2007 annual executive leadership conference for building a team and
implementing processes that resulted in continued excellence long after a change in leadership.
• Transformed a small-centralized sales office operating in 2 states into a regional operations center
responsible for sales and customer retention across 8 states, improving customer retention throughout the
region.
Director, Strategic Initiatives, Northbrook, IL 2001
Managed a centralized sales team and strategic alliance relationships, fostered communication with our
partners, provided training to the branch network to improve conversion rates and quality scores. Served as
liaison between marketing and consumer lending, partnering to develop and implement the ‘next best’ lead
strategy to improve the quality of leads delivered to the branch network.
• Grew centralized sales results from an average of $25M in sales to $101M in sales per month in 5
months by forming partnerships with branch operations and the collections teams.
• Spearheaded the launch of the Lead Management System into our branch network, assisted with the
creation of the national training program for LMS and facilitated training classes attended by the
executive team, ensuring a smooth and successful migration to the new platform.
EDUCATION
BA, Marketing Management, Florida Metropolitan University, Tampa, FL
AA, Business Administration, Tampa College, St. Petersburg, FL
PROFESSIONAL DEVELOPMENT
Integrated People Management, Duke Education, Hong Kong,
DSO, Driving a Sales Organization, Duke Education, Chicago, IL
Effective Presentations Program, Executive Communications Group, New York, NY
Leadership Development Program, Center for Creative Leadership, Greensboro, NC
Management Development Program, American Financial Services Association, Chapel Hill, NC
Leadership Program, American Management Association, New York, NY
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