Summary of Qualifications

Extremely accomplished and results-oriented management professional

possessing superior leadership, communication and organization skills.

Proactive and dynamic problem solver that identifies and resolves

challenges effectively and efficiently. Proven track record of increasing

revenues and reducing expenses by boosting staff productivity. Excellent

qualifications in all areas of operational development, warehouse,

transportation, sales, margin, contracts and pricing, systems conversion,

project management, strategic planning, team building, employee management,

customer service and quality assurance. Highly intelligent individual with

outstanding critical thinking and analytical abilities. Expert manager of

both capital and human resources. Experienced in management of teams from 6

to 107. Fully computer literate.

CORE COMPETENCIES

. Passion for excellence

. Executes strategies into tactical actions

. Leadership of initiatives

. Teaching, Coaching, Training Attitude

. Drives consistency and quality

. Commands understanding of cause-and-effect impacts between departments

and business units

. Drives employee loyalty

Professional Experience

American Office Products

Director of Operations - Canoga Park, California

May 2010 - Present

Current management duties include Warehouse, Transportation, Customer

Service, Purchasing, Inside Sales, Bids, Contracts and Margins, and IT.

Responsible for truck routes covering Los Angeles and Ventura counties,

warehouse personnel to stock, pull, ship product in a B2B distribution

environment as well as assemble, schedule and deliver custom furniture.

Developed of all management and sales reporting.

. Optimized inventory resulting in $66,000 improvement in gross profit

dollars annually.

. Consolidated all company truck routes to improve performance and

reduce overtime expense.

. Developed, implemented and maintained custom contracts through monthly

review process

. Responsible for procurement of all goods and services for a 7-million-

dollar B2B distributor of office products and services.

. Worked with software vendor to automate some purchasing functions to

allow for a reduction in staff saving the company one full time

equivalent.

. Developed first ever company reporting for profitability of all

customers broken down individually, by categories, and/or buying

groups, analyzing sales, margin, rebates, product mix, and marketing

coop funds to determine net profit.

. Developed, implemented and maintained matrix price plans

. Implemented business review for all key accounts.

. Improved the overall margin office supply of company 2 percentage

points resulting in an additional $120,000.00 gross profit dollars per

year.

Harris Office Products

Director of Sales and Customer Service - Van Nuys, California

January 2009 - March 2010

Responsible for Inside and Outside sales teams as well as Customer Service

team. Additional responsibilities included creation and implementation of

new internal processes, reporting and structure to increase sales awareness

of customer buying patterns and gaps in product line penetration.

. Created Inside Sales team - hired sales staff and implemented program

. Developed new sales compensation plan and first-ever sales forecasting

model

. Developed company capability brochure as market differentiator

. Developed New Business Development process and improved upon the

existing retention process.

. Improved the overall infrastructure and completed restructured

Customer Service team to accommodate growth projected for 2010/2011

Corporate Express

1985 - December 2008

Integrated Sales Manager - La Mirada, California

June 2007 -

December 2008

Distinguished management career at the world's largest business-to-business

provider of office products with worldwide annual sales revenues of

approximately $5 billion. Responsible for 3 departments, an Inside Sales

team who assist the Outside Sales group in penetration and retention of

existing business, and Inside Account Manager team that manage their own

book of business, and a team of Market Sales Administrators who assist all

sales representatives with non-selling activities.

. Accountable for $84 million in sales revenue and $20 million in gross

profit dollars annually during the most challenging time in the

company's history.

. Developed the Market Sales Administrator team to

assist the sales team and relieve the burden of

non-selling tasks and helped return sales revenue growth to a

struggling division.

. Consistently increased sales growth in targeted product categories with

inside sales team. In one

item category alone sales revenue increased from $12,682

sold in July- Aug 2006 to $98,434 sold

in July - Aug 2007.

Customer Service Manager - La Mirada, California

2002 - May 2007

Primary efforts centered on managing a department of 65 Associates,

including Customer Service Representatives, Data Entry personnel, Large

Account Specialists and Supervisors in two southern California locations.

Additionally, supported the Alaska division, approved special orders and

returns, interviewed and hired employees, communicated with customers and

performed call monitoring.

. Helped business grow by more than $50 million within a four-year

timeframe, while reducing staffing levels from 100 to 65 personnel.

. Consistently managed Customer Care function under budget, reducing

operating expense year-over-year through functional centralization,

headcount reduction, technology deployment and increased efficiency,

while maintaining service level targets and superior customer

satisfaction.

. Enabled outside sales associates to spend more time in the field

developing existing business and securing new accounts by managing the

development of a sales support department that performed the

department's non-selling activities.

. Consistently met or exceeded service level goals. These goals included

90% calls answered in 20 seconds or less, less than 3% abandon rate

and 99.9% order entry accuracy.

. Consolidated the Alaska Division Customer Care function into the

Southern California Division, reducing annual expenses by $200,000,

while increasing customer service levels and providing an exceptional

level of sales support.

. Recruited for special projects at corporate, regional and local

levels, covering a broad range of areas, including marketing

initiatives, company-wide process improvements, software

implementation and enhancement, among others.

. Awarded the prestigious Corporate Express Division of the Year Award

in 2004 and 2005 based on financial performance, operational

excellence and customer satisfaction.

. Selected as project subject matter expert for the development,

migration and implementation of a 600 seat Customer Experience Center

servicing the US, responding to 20,000 daily contacts, supporting a $5

Billion sales organization. Liaison between strategic sales teams and

Customer Experience Center in implementing new customer on-boarding

programs.

. Lead startup of 35 seat Specialty Services Customer Care site in La

Mirada California to further enhance the services of the centralized

Customer Experience Center in Aurora Colorado.

Divisional Project Manager - La Mirada, California

2001 - 2002

Selected due to exemplary job performance to lead the conversion of the

division's sales order and distribution software from two legacy systems to

one new proprietary national system in conjunction with the corporate-wide

conversion. Scope of responsibilities included tracking program progress,

directing process and procedure meetings, leading a team of employees,

managing a $500,000 budget, identifying division-specific assignments and

delegating tasks.

. Successfully lead a multifaceted project that transformed the manner

in which all operational aspects of the Southern California division

conducted business, completing the conversion on schedule with minimal

customer disruption.

. Utilized extensive knowledge of process areas and new system

functionality to enable a smooth transition to new operating

procedures.

. The conversion eliminated four surplus sites and enabled the

consolidation into a state-of-the-art distribution facility with

advanced automation and technology.

Business Analyst - Broomfield, Colorado

1999 - 2001

Promoted to travel across the United States to direct training initiatives

related to the conversion from the legacy computer system to national

software within customer service areas. Chief endeavors entailed

monitoring transformation progress, collaborating with divisional Customer

Service Managers, leading client based applications and product trainings

to diverse groups of Associates in multiple locations and developing

procedure guides.

. Skillfully identified and addressed gaps between current business

processes and new software functionality.

. Researched and implemented appropriate personnel, computing and

management changes that boosted productivity and improved quality.

. Facilitated system enhancements that boosted operating efficiency,

while adding volume by testing applications and reporting results.

. Project enabled business operations within over 500 individually

acquired companies to form as a single entity for all customers and

guaranteed consistent internal and external reporting by dynamically

managing transformation to the single software platform.

Quality Assurance Coordinator - Compton, California

1985 - 1999

Quickly advanced through a series of increasingly responsible positions

including Quality Assurance Coordinator, tasked with overseeing all

customer service and sales training for the Southern California division.

Core duties involved conducting trainings, monitoring current Associates'

calls, developing educational materials, examining and resolving failure

examples, communicating with the executive team and tracking inaugural

programs.

. Reduced duplicate orders by 80% and significantly improved customer

service by collaborating with software development team to improve

computing accuracy.

. Ensured consistent and quality customer service by skillfully training

roughly 100 employees, including outside Sales Representative,

Customer Service Agents and Data Entry Associates.

. Honored with the prestigious Associate of the Month Award on two

separate occasions for dedication to excellence and for developing a

highly useful and effective training program.

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