Sales, Customer Service, Leadership, Team Building, Negotiations

Tom Robbins

***** ***** *** *******

Murrieta, CA 92562

Mobile: 858-***-**** actl4n@r.postjobfree.com

SENIOR MANAGEMENT PROFILE

Proven track record of leadership as Regional Vice President / General Manager /Sales Leader. Effectively develops and cultivates key account relationships, driving client-centric solutions that increase sales and exceed goals. Builds and motivates high-powered teams by creating success-driven environments. Adept at restructuring business units to increase efficiency and effectiveness and at developing process improvements that lower operating costs while increasing operating income (OI) performance. Core competencies include:

Leadership

Team Building

Mentoring / Coaching

Sales Management

Organizational Effectiveness

Staff Development

Multi-facility Management

Budget Management

Contract Negotiation

PROFESSIONAL EXPERIENCE

FREEMAN, San Diego, CA 2011 – 2016

General Manager 2013 – 2016

Overall responsible for the leadership of the San Diego Branch holding P&L accountability of $53M revenue. Duties include Facility Relationships, Customer Service, Risk Management, Distribution and Sales. Managed team consisting of 22 exempt personnel and variable union staffing requirements.

Grew branch revenue from $43M in 2013 to $53M currently with projections for 2016 of $60M.

Created environment of success through team-building, morale improvement and overall employee satisfaction. Improved Employee Satisfaction Survey results over prior leadership by 14 percentage points delivering most improved results in company.

Improved facility relationships resulting in increased leads from facility partners through delivery of above expectation performance both in event execution and client satisfaction.

Branch Director of Sales 2011 – 2013

Hired into newly created position holding responsibility for all sales personnel and activity for the Las Vegas branch, the largest branch sales operation in the company. Responsible for sales team of 35 exempt personnel.

Led Expo Sales team in the achievement of record sales revenue of $37M in 2012.

Led Exhibitor Sales team to record achievement of $16M sales revenue in 2012.

Reorganized Branch sales dept into specialized groups of sales centric and account management teams

UNITED SERVICE COMPANIES, Chicago, IL 2009 – 2011.

Vice President of Business Development 2009 – 2011

Newly created position responsible for revenue growth across all lines of business as well and the development of new revenue channels and expansion of services into target markets.

Developed preferred/exclusive janitorial partnership agreements with convention centers in Southern California

Implemented exhibitor/EAC sales program designed to capture additional services/revenue through advance solicitation and on-floor sales activities resulting in increased revenue of $700K+

Acquired additional services contracts from general services contractors

GES EXPOSITION SERVICES, Cypress, CA

2002 – 2009

Regional Vice President /General Manager, California Region 2005 – 2009

Oversaw 4 sales and distribution facilities across California and Hawaii with $110M revenue budget. Managed team of sales, production, operation, finance, warehouse and customer service personnel, consisting of 70 exempt and 25 nonexempt with variable union labor requirements.

Restructured Southern California operation, combining resources and reducing operating costs; OI performance increased by 5% in first year after consolidation, with continued Y-O-Y improvement.

Reorganized San Francisco operation, leading to positive OI in 2008 for first time in many years. Drove improvement by right-sizing staff, resource sharing and standardization of practices

Drove change in culture and environment from an attitude of fear of failure and job loss to one of enthusiasm for high performance and success. Region saw improved results in all measured performance categories - most notably employee retention which improved from 12% turnover to 0 in 1st year in role. Cumulative turnover results for 4 years in assignment showed less than 4% voluntary termination

Awarded “SURE Safety and Service” award for 2008 for top performance in company in attaining superior customer service scores while reducing injury-related lost work time by 22% and decreasing general liability claims by $1.5M.

Attained “Superior Customer Service” award for 2006 for achieving highest client satisfaction survey scores in company coupled with achieving 99.9% of client account receivables.

Los Angeles received “Most Improved City” award in 2005 for improved performance over prior year in Revenue Growth, Operating Income %, Collections, Customer Service, Safety and Employee Satisfaction.

General Manager, San Diego, CA 2004 – 2005

Managed Sales, Production, Operations, Finance, Warehouse and Customer Service, consisting of 20 exempt and 12 nonexempt with variable Union Labor requirements. Responsible for $28M revenue budget.

Sole Director of Sales to be promoted to GM in company history.

Built stronger and more efficient management team by reorganizing functions and accountabilities to clarify reporting relationships and create dual-function responsibilities.

Improved OI results by 6% points over prior year by eliminating redundant positions, strengthening billing practices and implementing tighter expense controls.

Director of Sales, Cypress, CA 2002 – 2004

Managed sales team with $30M annual sales goal, consisting of 6 Sales Managers and 5 Sales Support personnel. Directed facility relationships, client retention and new business acquisition.

Exceeded $30M sales goal in 1st year in position, achieving sales results of $33.3M.

Awarded inaugural “Sales Leadership Award” for overall sales team management, improved account retention and exceeding sales goal performance.

Led each team member to the individual attainment of their assigned goals leading to the team being recognized as the top sales team in the company for 2003.

Assigned facility specific responsibilities to the sales team, which strengthened relationships and positioned group as “top-of-mind” for facility recommendations. As a result, number of referrals dramatically increased.

SAN JOSE MERCURY NEWS, San Jose, CA 2001 – 2002.

Circulation Director

Led sales, distribution and customer service departments. Managed $26M revenue, $22M operating budgets and 94K annual sales units.

Boosted annual revenue by $775K through a new revenue stream that involved partnering with various retail outlets in the market to present newspaper as a package with their product sales.

Saved $1.5M annually and improved service ratings by 36% through comprehensive restructure of delivery enterprise that involved re-contracting independent distributors to eliminate underperforming contractors and assigning larger territories to top performers.

Grew home delivery sales volume by 11% by contracting 2 additional outsourced telemarketing firms.

THE LOS ANGELES TIMES, Los Angeles, CA 1991 – 2001

Circulation Director 1997 – 2001

Oversaw all aspects of sales development, retail sales, distribution and customer service; accountable for $68M revenue and $41M operating budget.

Improved operational efficiency through consolidation of home delivery and retail sales operations into shared facilities, which lowered overhead expense and streamlined product delivery timeframe.

Realigned home delivery operation, which increased independent delivery agent profitability with resulting positive impact on customer service, by consolidating 4 low-performing territories to increase territory size for high performing agents.

Dramatically reduced delivery time and expenses of company-managed single copy sales operation by redesigning sales routes to place product for sales earlier in high traffic locations which minimized delays caused by traffic congestion.

National Circulation Director 1996– 1997

Managed sales, distribution, transportation and customer service for newspaper’s National Edition.

Designed introduction and growth strategy for the newly launched National Edition. Teamed with Editorial department to create a vehicle to introduce new edition of the paper in markets that were previously not serviced by the paper. Sales of the new edition reached 20K copies in first year of launch.

Developed sales, transportation and distribution systems in California, Oregon, Hawaii, Arizona, Nevada, Washington DC, New York and Philadelphia, making product available in markets for the first time.

Built and developed a team of independent distributors in markets outside of greater Los Angeles that sold and distributed new edition.

Regional Sales Manager 1994– 1996

Oversaw all direct sales functions for Orange County and Inland Empire, including annual sales goal of 600K new subscribers. Managed 14 sales managers, 250 part-time sales representatives and order entry department.

Led sales effort of a regional call center consisting of 80 telemarketing sales stations running 3 shifts/day. Attained average sales volume of 4,000 new home delivery subscribers per week.

Managed call center performance effectiveness through series of metrics including speed of answer, talk-time, contacts and presentations/representative/hour and abandoned calls.

Developed a variety of calling campaigns ensuring effective percentage of market was reached.

Transformed negative image of sales team, which increased community acceptance and resulting sales, by developing image program, including dress code and code of conduct enforced by field sales managers.

Selected to serve on team charged with redesigning news sales enterprise. Project encompassed facility improvements, management restructure, and development of Core Values and Mission Statement. Team received “Chairman’s Award for Innovation.”

Division Manager 1991 – 1994

Managed all sales, distribution and customer service for the San Gabriel Valley area of the publication.

Exceeded sales and service goals every year.

Coached and trained 3 sales representatives into sales manager positions in one year’s time.

CORPORATE-SPONSORED TRAINING / EDUCATION

Miller Heiman Strategic Sales

Zenger-Miller Sales Management and Facilitation

Over 200 hours of company-sponsored training courses in subjects including leadership development, corporate compliance and workplace issues

Los Angeles Times Leadership Training Institute for Executives

Coursework toward BSBA, Wilkes College, Wilkes-Barre, PA

PROFESSIONAL ASSOCIATIONS

International Association of Exhibits and Events

Professional Convention Managers Association

Exhibitor Service Contractors Association

Southwest Chapter of International Association of Exhibits and Events

Southern California Trade Show Contractors Association

San Jose Mercury News United Way Campaign Advisory Board

Los Angeles Times Leadership Institute for Executives

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