Customer Service Sales

Ryan Harlan

*** ******* **. ******, ** ***** • *********@*****.*** • 916-***-****

EXPERIENCE

WIKA Instrument, LP, Sacramento, CA

Territory Sales Manager (2014 – 2016)

**/**** – 05/2016

● Responsible for all sales in the Northern CA and Northern NV region.

● Actively meeting goals to achieve 10% year over year growth in the region.

● Advanced knowledge for targeting focus industries like mobile hydraulics, medical devices, and semiconductors.

● Work closely with customer engineering and purchasing departments to get WIKA specified on new product developments, as well as working to replace competition products.

● Negotiate pricing and terms with multiple levels of customer and WIKA leadership.

● Work directly with large national accounts within my territory to build long term relationships that will drive and protect WIKA business over the coming years.

● Report and follow up on leads, accounts, and opportunities within the Microsoft Dynamics CRM system to keep sales activities visible to the rest of the company.

3D Instruments, LP/WIKA Instrument LP, Anaheim, CA 05/2013 – 10/2014 Customer Service Manager (2013 2014) – Promoted to WIKA Territory Sales Manager

● Oversaw all Customer Service and Shipping operations for the company with a team of 6 direct reports.

● Worked on the management team and steering team to determine company wide decisions on sales, shipping, and customer service projects.

● Created and implemented Inside Sales processes within the Customer Service department to actively acquire leads, follow up with lost customers, and actively grow company sales.

● Re wrote all the Customer Service and Shipping standard operating procedures to aid in 3D Instruments becoming AS9100 certified.

● Actively participated in and lead Kaizen events in multiple company departments to achieve the company goal of continuous improvement.

● Managed government and military contracts that needed that were controlled by ITAR regulations and multiple DFAR requirements.

Silla Automotive, LLC Compton, CA 08/2011 – 05/2013 Customer Service Manager (2011 2013)

● Managed an inbound call center of 16 20 staff and a Major Accounts team of 4 employees.

● Developed and maintained the company pricing model that controlled all levels of pricing from end users to national auto parts chains.

● Worked on the management team to help develop company goals and Silla’s go to market strategy.

● Created and executed a plan to introduce inside sales activities to what was previously a purely inbound call center as a way to grow company sales.

● Managed new sales promotions alongside the sales and marketing group to help reach out to new and lost customers in creative and innovative ways.

Cyncast, Inc., Anaheim Hills, CA

Call Center Team Lead (2006 2008), Customer Service Representative (2005 2006) 05/2005 – 05/2008

● Supervisor of the afternoon shift for an inbound/outbound call center that serviced body shops, tow companies, and insurance companies.

● Handled all onboarding and training for new Customer Service Representatives.

● Tracked and maintained KPIs that were then used to further train and coach members of the call center team. EDUCATION

California State University Fullerton

Bachelor of Arts in Political Science

Graduation Date: May, 2010

SKILLS

● Trained and familiar with “Lean” process ideology in both manufacturing and business environments

● Extensive experience in ISO9001 and AS9100 Quality Management Systems

● Expert knowledge of the Microsoft Suite programs, including Excel, Outlook, Word, PowerPoint, Access, and Visio

● Advanced CRM knowledge and experience for both inside and outside sales applications

● Strong experience with Cisco Phone systems and Dynamics ERP systems

● Demonstrated ability to be a part of a professional team in a demanding, high paced work environment that requires flexibility and extensive travel

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