JASON W. SCHWICKERATH

acx92g@r.postjobfree.com

641-***-**** ~ Waukee, IA

SALES PROFESSIONAL

Delivering Vision and Leadership for the Enterprise

PURPOSE

Director of Sales

PROFILE

Results-oriented professional with 22 years of experience in sales,

customer service, account management, operations, quality assurance and

contact centers, in addition to earning a Master's of Business

Administration.

Dedicated manager in leading business units ranging from 43 to 500+

employees within multiple environments, while overseeing more than $18

million P&L.

Solid track record in exceeding annual sales growth targets. Most recently,

grew revenues $32 to $63 million and customer base 260% in four years, as

a result of increasing conversion by 53%.

Consistently received accolades for high-level of customer and employee

satisfaction. Most recently, awarded Des Moines Register Top Workplaces

award in the Mid Size Company category, leading 2 of the top 3 business

units.

Devoted to the continuous improvement process. For example, delineated an

alternative channels strategy, reducing the frequency of customer calls

58%, improved the customer experience and reduced costs.

Committed to compliance and quality assurance. Launched quality assurance

program, resulting in 31% reduction in errors and eliminating 42% of

customer escalations.

PROFESSIONAL EXPERIENCE

Intoxalock Des Moines, IA Oct.

2012-Sept.2016

Executive Director, Contact Center

Senior executive for ignition interlock device (car breathalyzer)

organization, with full autonomy over $6.7 million P&L sales, customer

service, technical support and collections operations. Responsible for

developing and executing strategic vision for increasing revenue,

profitability, market share and customer experience through transforming

and subsequently heightening the level of performance of all customer-

facing channels.

. Developed and applied a sales strategy, increasing conversion 53% and

customer base 260%.

. Executed a contact center transformation project, improving customer

service grade of service by 85%.

. Managed an alternative channel strategy, reducing customer contact

rate by 58% and cost per customer by 13%.

. Improved service average speed of answer 25% and turnover by 57%, by

implementing a tier structure strategy.

. Instituted associate empowerment, improving Trust Pilot rating 16% and

customers likely to recommend 12%.

. Launched quality assurance program, resulting in a 51% reduction in

customers removing early.

. Awarded Des Moines Register Top Workplaces in 2016, by executing an

employee engagement program.

Sitel Corporation Omaha, NE

2011-2012

Site Director, Work@Home Solutions

Responsible for the successful operation of the Work@Home Center of

Excellence site. Drove consistency with global Work@Home thought

leadership, operational execution, team dynamics and innovation. Supported

Sitel and clients in achieving service, quality and contribution

goals. Demonstrated sound fiscal management in achieving profitability

goals. Responsible for operating systems, policies and procedures within

the site (including development, implementation and continual improvement

of processes) to best achieve overall business goals.

. Launched COE management hub in 30 days to support sales chat program

during the 2011 holiday season.

. Managed P&L with 98% accuracy and achieved 6.7% above gross margin

target.

. Increased NSE conversion rate from 1.2% to a five-week average of 2.78%

through operational improvements.

. Improved productivity by 100-sec. reduction on average handle time, 10-

point increase in answer rates.

. Successfully administered AT&T VDI Migration Plan pilot to ensure

successful solution implementation.

Jason W. Schwickerath, pg. 2

Wal-Mart Shared Services Hattiesburg, MS

2006-2011

Program Director, Customer Care (2010-2011)

Provided executive leadership for $18 million P&L customer service

infrastructure across business groups, including Wal-Mart Stores,

Walmart.com, and Home Office Human Resources.

. Managed P&L to 14% under budget in FY'11.

. Executed a third party strategy that provided redundancy across all

divisions, saving $3.5 million.

. Implemented changes to the leave of absence process, resulting in a

savings to the company of $12 million.

. Improved YOY customer satisfaction utilizing text analytics project.

. Executed an associate engagement strategy, improving annual score by

9%.

Assistant Program Director, Customer Care (2006-2010)

Coordinated all aspects of customer service for store, customer,

associate and dotcom support, with direct accountability for management

of 5,500,000 contacts annually between four facilities.

. Ranked in Top 10 for Top Performing B2C Sites for Online Customer

Service in 2008 by E-tail Group.

. Managed $15.5 million annual budget, coming in under budget each

year; reduced total expenses by 19%.

. Received the "2008 Outstanding Leadership Award."

The Schwan Food Company Marshall, MN

2001-2006

Manager of Business Development (2006)

Facilitated the introduction of new products and brand growth

opportunities for Impromptu Gourmet division.

. Grew product pool 50 products, increasing speed to market time by

three weeks.

. Implemented alternative channel strategy, increasing buying customers

by 15% in the first 60 days.

Contact Center Director (2003-2005)

Provided strategic direction and leadership for 400+ sales and customers

representatives handling channels for business to business and business

to consumer.

. Awarded back-to-back SQM World Class Customer Service, performing in

top 5% of North American centers.

. Reduced client rates by over $500,000, while increasing sales revenue

to $63 million.

. Executed an employee turnover strategy, lowering turnover by 60% and

saving $300,000 in costs.

Sales Director (2001-2003)

Responsible for implementing sales strategy to transform customer service

department to a full-serviced, sales team.

. Managed sales team to 153% of goal, achieving $43.8 million.

Gateway 2000 North Sioux City, SD

1995-2001

Senior Sales Manager (2001)

Managed all aspects of outbound/inbound sales and operational duties in a

250+ seat customer contact center. Directed and managed staff for sales

quota, call forecasting, reporting, marketing analysis, and hiring

utilization.

. Generated more than $5 million in annual sales equaling 119% of goal.

Operations Manager, Outsourcing (2000-2001)

Managed sales, operations, training and quality assurance for outsourcing

program selling personal computers, extended warranties, service

contracts, online training and peripherals.

. Created and executed strategic plan, generating $24 million in sales.

. Increased sales revenue by 30% during the first month.

Sales Manager (1999-2000)

Managed a 15-member outbound/inbound sales team targeting business-to-

business and business-to-consumer.

. Implemented outbound sales strategy, realizing an additional $1

million in sales annually.

. Accolades included 16 Team of Cycle titles, Ovation Leadership Award,

Top Manager and Super Bowl of Sales.

Major Account Executive (1997-1999)

Managed $23 million sales portfolio for California state, county and

city municipalities.

. Grew sales revenue by 21%.

. Awarded an employee purchase program for City of Los Angeles,

realizing $6 million in sales annually.

Sales Representative (1995-1997)

Inbound sales representative handling consumer and business-to-

business sales inquiries for personal computers.

. Averaged $5.7 million in computer sales, multiple awards of the

"Managers Club" for sales achievement.

EDUCATION

Master of Business Administration, Capella University, Minneapolis, MN

Bachelor of Science, Business Administration, Morningside College, Sioux

City, IA

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