Customer Service Sales

OLIN FIELDS

**** ** **** ***** ? Vancouver, Washington 98662

480-***-**** ? ***********@*****.***

VICE PRESIDENT / DIRECTOR

Highly skilled Executive Director with exceptional record of success

turning around under-performing operations by training staff and

streamlining processes to drive profit. Administer budgets in alignment

with corporate initiatives. Expand new and existing business by identifying

lucrative opportunities and implementing strategic plans to exceed goals.

Manage multiple remote and on-site operations effectively. Ensure

compliance with regulatory and business requirements. Negotiate productive

agreements and partnerships. Rapidly resolve issues. Identify and avoid

potential concerns based on broad-based business experience. Recognize and

capitalize on industry trends. Create competitive advantage via excellent

customer service.

Operational Expertise ? Streamline Procedures ? Generate Profit ? Increase

Efficiencies

Turn around Businesses ? Reduce Costs ? Train & Mentor Staff ? Identify New

Opportunities

Administer Budgets ? Business & Customer Service Strategies ? Industry Best

Practices

PROFESSIONAL EXPERIENCE

USAgain LLC 2014 - 2015

For profit textile collection company providing neighborhoods, businesses,

and cities an easy opportunity to divert textiles from local landfills

through recycling. Responsibilities encompass management of USAgain

interests in the Pacific Northwest. Oversee all personnel and manage

growth through site location as well as all operational, production, and

administrative functions. Directly responsible for the division P&L.

. Re-forged a fragmented staff into a cohesive team and focused their

efforts toward achieving the division goals.

. Reduced loss of site hosts through the second half of the year and

increased total sites in the Seattle area for the year overall by the

end of 2014.

. Achieved collection numbers, while keeping driver costs controlled and

maintained KPI targets even though injured drivers required

additional, unbudgeted labor hours.

. Revised production processes resulting in surpassing the production of

pounds per hour processed. With the targeted KPI of 1200 pounds per

hour, we increased from approximately 800 to 1300 pounds per hour by

the end of 2014.

Division Manager

Direct management of the division personnel with full P&L accountability.

Coaching and mentoring for development of the business and growth of the

service areas, targeting increase of pounds collected on an ongoing basis.

MACH 1 GLOBAL SERVICES ? 2004-2013

$85M freight forwarder for all types of domestic and international freight

shipments with 285 staff.

Vice President, Western Division, Tempe, Arizona ? 2011-2013

Directed all division functions, including 6 separate stations and

managers, to drive high-quality performance and profitability. Created and

implemented comprehensive strategies to grow the division and build profit.

Managed staff and maintained charted course via on-site visits, ride-alongs

with sales staff, and weekly conference calls. Monitored sales revenue and

KPI levels using CRM program, as well as full P&L for all stations.

Mentored staff on effective sales techniques to successfully close new

business. Traveled on-site to conduct new personnel interviews. Personally

managed major sales opportunities by creating unique logistics solutions

and developing pricing. Analyzed contracts and agreements to identify

points of negotiation.

. Increased division revenue 25%, profit margins by 8%, and active customer

base by 30%.

. Turned division around by introducing continuous process improvement at

all stations to build profit when most stations had been "in the red"

under previous VP.

. Streamlined existing processes by expertly removing operational

inefficiencies, restructuring the entire sales department, and

identifying opportunities to expand customer base and revenue.

District Manager, San Francisco, California ? 2008-2011

Managed all daily operations for the city station. Coached sales staff on

effective mechanisms such as using joint sales calls and design custom

solutions to accelerate business growth. Collaborated with all levels of

operations staff on quoting and efficient routing of shipments. Conducted

ongoing review of revenue and expenses, including expenditure approval.

Administered budget, maintaining alignment with corporate goals.

. Accelerated profitability by 30% to produce 70% increase in revenue.

. Completely restructured operations, from replacing sales personnel to

streamlining processes, and introducing effective change and work culture

management.

. Reversed revenue reduction trending by skillfully introducing revenue

growth measures to achieve profit after only 8 months, such as increasing

workload and reducing operations staff.

. Contributed to securing customer with $5M annual spend by

supporting/mentoring top sales rep.

District Manager, Tempe, Arizona ? 2005-2008

Directed comprehensive revision of staffing and processes. Generated

additional business by training all staff on more effective operations

procedures, consistent with industry best practices and corporate

initiatives. Introduced new revenue streams by adding sales personnel and

emphasizing customer service to retain existing business and capture new

accounts.

. Increased profit 85% as a result of station restructuring and staff

training, growing from $5M to $9.8M.

District Manager, Portland, Oregon ? 2004-2005

Created and implemented plan to turn around station by replacing under-

performing staff with dedicated and engaged customer service and operations

personnel. Revised all processes.

. Customized operations and improved customer service by introducing

greater efficiency with 25% fewer staff.

. Increased customer base 35%.

. Regained station profitability by end of 2004, as a result of targeted

hands-on leadership.

EAGLE GLOBAL LOGISTICS, Portland, Oregon ? 1997-2004

Logistics company since purchased by CEVA Logistics.

Domestic Operations Manager ? 2003-2004

Managed all operations and full life-cycle domestic shipments. Monitored

customer service, operations, and dispatch departments to ensure high-

quality performance. Conducted ongoing review of local contract driving

staff to maintain corporate standards.

. Implemented effective plan to maintain quality despite rapid business

growth.

. Doubled workload in 12 months, by expertly restructuring operations with

only 20% increase in overhead.

Domestic Operations Supervisor ? 2000-2003

Supported operations via close supervision of domestic outbound / inbound

departments. Managed customer service team, mentoring members on process

improvement.

. Improved operations and customer service by spearheading cross-functional

training.

ADDITIONAL EXPERIENCE

UNITED STATES ARMY, Leesville, Louisiana

Sergeant (E-5)

Honorable Discharge

EDUCATION

Business Management Coursework

University of Phoenix, Portland, Oregon

General Studies

Clark College, Vancouver, Washington

COMPUTER SKILLS

MS Office Suite / AS400

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