Sales Customer Service

EXECUTIVE PROFILE

Vice President of Operations/Turnaround Specialist; Highly accomplished and seasoned Senior Level Executive Professional with a Bachelor’s in Communications from the University of California, Hayward and over 20 years’ experience in; VP of Business Development, operations management, customer experience, financial analysis and strategic planning. Skilled administrator adept in cutting edge organizational efficiency, sales revenue and enhancing productivity through lean management in diversified challenging and competitive environments. Demonstrated leadership skills have been utilized from small startups to large sized organizational turn around and corporate expansion with book of business gains better than $40mm. Responsibilities included but were not limited to; marketing, sales & business development, customer resource management, training & safety accountability, facility management, startups, communications, multi-unit management, budget to include profit and loss. Able to rapidly transform company culture resulting in improved morale and greater operational efficiency. Have had to work closely with governing agencies to include law enforcement, TSA, customs, OSHA, DOT and FAA.

CORE COMPETENCIES

Profit & Loss Accountability

Marketing Strategies/Sales Team Management

Multi-Unit Field Operations, $370mm plus

Strategic Planning

Logistics

Supply Chain/Warehousing

New Customer Management & Start Ups

Process/Lean Management/Productivity

CRM/Communications

Culture Change

Chief Safety Director

Budgeting, Pricing & Cost Control

CAREER HIGHLIGHTS

Sierra West Transportation, Oakdale, CA

Vice-President of Operations/Customer Service

Sept 1991-April 2005, Feb 2012-Present

Direct all aspects of air & ground operations, sales and marketing, safety, customers service operations and have grown business model from $2mm per year to its current $$90mm plus. Supervise marketing, all operations, supply chain, scheduling, personnel, maintenance, and flight operations coupled with logistics support & trucking operations. Develop and maintain safety schedule to exceed FAA standards. Manage recruitment/scheduling of all pilots, maintenance, and ground employees. Review and forecast operational budget costs to build a plan for rational expansion including quarterly and yearly growth. Introduced a set of marketing & sales strategies to re-position the company and secure new business to increase revenue growth and profitability while customizing pricing for every customer. Closed deals with major corporations to ensure positive cash flow exceeding budgetary goals.

Improved charter and sales department revenue with a revamped sales strategy. Closed books of business that drove this company to a multi-plane organization of 30 + aircraft.

Expansion included Lear Jets, Falcons, Hawkers, and Metro aircraft with generated annual sales of $30+ million in a three year period.

Trained and enhanced an interactive marketing & sales staff which increased sales by 200% in an 18 month time period coupled with an immediate KPI program from our customers after service.

Boosted revenue from $265,000 per month to over $2.0 million per month through capitalization on available marketplaces and development of a highly productive national network.

Streamlined and executed an inventory system including over $2.5M in equipment and parts which yielded annual savings of over $400,000 and a profit of over $175,000.

Increased on demand maintenance business by 40% annually & raised fuel sales over 30% in one year.

Negotiated and closed sales contracts with American Airlines, Continental, Fed Ex, World Airlines and several other world renowned companies.

Directed the entire 3PL, supply chain link from warehousing, trucking to airline with minimal cost maximizing profit opportunities.

Republic Services, Denver CO

General manager

MAY 2010-Feb 2012

Responsible for the management of largest open market operation from Denver to the coast which includes directing 270 employees and managing well over 90mm in property assets in a $60mm dollar per year book of business. This includes 170 trucks, equipment, and 140,000SF of office and maintenance space. This is a business which includes the dispatch of 140 trucks on a daily basis and well over 270 personnel each working day. (Six days a week) Manage all aspects of this customer driven operation to include staffing, training, customer service, safety, total operations and total P&L responsibility.

Have exceeded bottom line expectation/projections with revenue exceeding $56mm.

Moved the needle dramatically concerning safety. Managed this Division from the corporate top twenty on the negative side by exceeding corporate goals in less then six months by cutting the incident rate in half and saving some $800K per year through interactive onsite training courses.

Converted the fleet to the CNG system. (First in class for the Denver metro area)

Built a first class customer resource management program that was the class of the division region and became the model of the west region by developing a team built KPI accountability system.

Worked through, managed and exceeded key KPM’s that drive production which directly impact bottom line performance from 17.0% to a high of 24% through a streamline of labor and forecasting.

Transitioned this division from negative sales to a growth model of 4% year by incorporating a new marketing & sales strategy.

Developed, mentored and coached supervisors and senior team members in prepping for increased responsibility, promotions and larger career opportunities.

Took a 5 year wish list improvement plan and consolidated the fixes in less than 16 months. Was then challenged by corporate to take another “work in progress” under achieving division and manage it to success which was accomplished by aggressively increasing sales, cutting injuries and preventable driving accidents. Controlled the bottom line through aggressive management of labor while driving sales up some 5%.

Developed a first rate customer service real time interactive problem solving team that focused just not on problem solving but rather problem solutions for future customers that alleviated concerns/issues before they arose as we expanded our book of business.

ARAMARK, ATLANTA, GA

Director

April 2005 – May 2010

Responsible for the management of the largest cabin cleaning service in the world which included revenue exceeding 36 million dollars; supervised 1,700 associates and 55 managers, including office personnel and an in-house recruiting department in a non-stop 24/7 operation. Organized staff and managed operation as well as customer experience for 720 flights daily. Handled total P&L management; developed budgets, analyzed and organized daily staffing needs and streamlined infra-structure to maximize efficiency. Managed two on site warehouses totaling more than 90000 square feet. Directly in charge of safety driving results never obtained before my arrival.

Increased production through cultivation of high morale, implementation of clear standards, and total accountability of all team members, resulting in increased productivity and service.

Increased sales close to 8.2 million in fiscal year 2007 due to customer satisfaction.

Closed sales in excess of $40 million for fiscal years 2008-2010 due to customer satisfaction and a transparent, custom built plan for all our customers. (One size did not fit all)

Achieved unprecedented successful quality audit results. (Ranked #1 by JD Powers & Associates)

Regularly exceeded front line contribution financial goals and reduced total budget variable spend through technically sound and financially feasible decision making. (25% higher than targeted)

Frequently called upon to assist in driving quality and performance, controlling costs, developing staff and generating new business in other accounts throughout the division.

Designed and developed in-house mentoring programs to enhance and develop junior management for greater responsibility and accountability. 75% of staff cross trained for solution effectiveness.

Plan, directed and managed over a complete redo of the safety program that resulted in safety saving greater than $1mm per year.

Worked closely with Delta Airlines Executives to assist in reworking contracts, streamlining processes and controlling labor costs associated with aircraft cleaning to assist them in successfully emerging from Chapter 11 bankruptcy. Implemented tailor fit pricing models for different customers.

United States Military Service Education

Pilot and Operations Officer 1985-1991

Bachelor of Arts in Communications

United States ARMY

Desert Storm Veteran

Class Leader, Officer Candidates School

Decorated Combat War Veteran

Recipient of Several Awards & Commendations

Operations Officer

Safety Officer

California State University, Hayward, California

Well-schooled from numerous corporate classes offered from the US ARMY, ARAMARK, and REPUBLIC SERVICE concerning communications, operations management, sales management and diversity management.

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