Customer Service Sales

Robert J. Welch

*** * ***** **. #*, Arlington, VA 22204

571-***-**** ********@*****.***

SALES and SERVICE MANAGEMENT PROFESSIONAL

Account and Territory Management Business Development Client Relations Seeking a position where my fifteen years of sales, marketing and customer service experience with industry leading companies can be leveraged to develop a dynamic team and grow sales revenue. Key Areas of Expertise: Customer Service Management Employee Development Profit Performance Marketing and Strategy Presentations Effective Communication PROFESSIONAL EXPERIENCE

TBC CORPORATION- Tysons Corner, VA July 2015- Present District Manager

Oversee operations of 13 automotive repair locations based in DC, MD and VA that consist of 150 employees and generate over $25,000,000 in annual revenue. Responsibilities include hiring, developing, and retaining high quality management, customer service, and shop associates. Identify revenue opportunities through P&L statement reviews and create and execute action plans to implement change. Ensure customer service excellence at all locations through proper training and through hiring the right associates.

Top performing district in the region in revenue, employee retention, and customer service for FY 2015

Exceeded sales budget for FY 2015

Exceeded net profit budget for FY 2015

Highest employee retention in the region

Handle all customer service issues in the DC Metro market

Increased customer satisfaction scores in all markets resulting in highest district score since score tracking was implemented

Provide quarterly financial forecasts to senior level management

Market to potential business partners in the DC Metro area

Conduct training classes to all levels of associates KASTLE SYSTEMS- Falls Church, VA March 2014- June 2015 Vice President of Sales

Oversaw all sales operations for the Mid-Atlantic Region – Kastle’s largest market. Lead a cross functional team of ten sales representatives and two engineers. Responsibilities included developing and executing targeted sales strategies, hiring and training sales personnel, and partnering with marketing to develop integrated programs to drive revenue. Ultimate responsibility was to ensure that both commercial real estate and multifamily sales goals are established and exceeded.

11% over quota for FY 2014

10% over quota for Q1 2015

19% RMR growth in 2014 vs 2013, the highest it has ever been

Successfully launched the multifamily vertical resulting in $500,000 in additional annual revenue

Took the lead in launching Capital Shield, an agreement between DC businesses, the Metropolitan Police Department, and Kastle Systems that enhances video security in DC

Provided quarterly financial forecasts to company ownership

Provided market updates and trends for all regions of the company

Hired and developed four new sales representatives for commercial and multifamily verticals within the Mid-Atlantic region

Hired Sales Directors and Business Development Managers for the New York, Chicago, Houston, and Los Angeles regions

ENTERPRISE HOLDINGS, INC- Sterling, VA August 2001- March 2014 Area Rental Manager (2006- 2014)

Promoted following exceptional branch performance. Managed and operated three separate territories over a seven year period, each including up to eight branches and 50 employees. Responsible for all aspects of the business including customer service, hiring and retaining quality employees, profit performance, and all marketing activity within each area. Created and implemented strategic marketing and customer service plans. Prepared training schedules and conducted sales training seminars. Negotiated partnership agreements and developed tactical alliances with management at partner firms.

Ranked in the top ten of overall performance in the Washington DC Group five out of seven years

Ranked in the top three of all of the Washington DC Group in net profit in 2011, 2012, and 2013

Managed a fleet valued at over $20,000,000 and generated revenues averaging over

$10,000,000 annually

Received President’s Award and Exceptional Achievement Award for outpacing the Corporation in customer service, fleet growth, retention, and net profit Branch Rental Manager (2003- 2006)

Managed four branches over a three year period and was responsible for training and development of future Assistant and Branch Managers, marketing strategy, account relations, cost control, customer service management, branch accounting, and profit performance. Supported hiring procedures and served as a mentor and coach within the area and outside the branch.

Successfully gained business from our competition resulting in expanding year-to-year market share by 17%

Ranked number one in the Region in branch customer service two out of three years

Mentored, trained, and developed eight Assistant Managers towards Branch Manager promotions

Highest Net Profit FY 2006

Served as key player helping the Region win two Exceptional Achievement Awards

Awarded Diamond Club status as top performing branch manager 2nd/3rd Qtr Fiscal Year 2006 Assistant Branch Rental Manager (2002- 2003)

Provided key support to both the Branch and Area Rental Manager. Managed employee training schedules. Established and maintained strategic relationships with partner firms through tactical marketing initiatives. Created and implemented business development plans. Supervised up to 5 employees. Prepared and executed customer service programs.

Set branch net profit and customer service records within 6 months

Promoted to Branch Manager after 10 months of top performance Additional professional experience includes Management Trainee role for Enterprise EDUCATION

Virginia Tech, Bachelor of Science (BS), 2001

PROFESSIONAL DEVELOPMENT

Enterprise Management Sales Training

Enterprise Management Development Training, Level 1 and 2

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