Sales Manager

LAURIE M. MUELLER

951-***-**** **************@*****.*** www.linkedin.com/in/laurie-mueller

Senior Operations Manager

Sales & Marketing Management P&L Management & Business Accounting Customer Service Enhancement

Solution-focused operations manager with notable success spanning business process optimization, sales and marketing, risk mitigation, and staff performance management. Track record of driving sales by optimizing website design, content, and SEO strategies; cultivating a strong social media presence; and building new revenue streams. Agile change leader with demonstrated results propelling business viability and delivering a seamless customer experience amidst multiple leadership transitions, challenging economic conditions, and an increasingly competitive market landscape.

Leadership Strengths & Value Offered

Business Planning Employee Training, Coaching & Performance Management Budget & Project Management

HR Leadership Website Design & SEO Social Media Management Cost & Inventory Control Change Management

Vendor Management/Compliance IT Management Staff Recruitment & Retention Business Process Improvement

Professional Experience

UNION DIAMOND CORP. – Atlanta, GA 2005-Present

National e-commerce company with an Atlanta-based storefront offering an extensive collection of luxury and custom jewelry pieces.

Director of Operations (2014-Present)

Senior Operations Manager (2007-2014)

Advanced to oversee sales, marketing, merchandising, showroom operations, IT support, business accounting, financial reporting, inventory control, vendor management, and HR functions, including staff hiring, training, and performance management. Navigated company through multiple ownership transitions and the economic downturn while maintaining business viability amidst an increasingly populated and competitive market sector. Maintain full P&L responsibility for company generating up to $18M in annual sales, leading a staff of 25 sales, marketing, and IT professionals at peak.

Selected Achievements:

Delivered operational leadership through two ownership changes, multiple transfers of all digital assets, and related business challenges while ensuring a seamless customer experience.

Established sales goals, developed/coached sales team that consistently delivered on sales objectives, and deployed robust sales/marketing strategies incorporating ecommerce, online marketing, and social media.

Assembled and led marketing/social media team in creating online marketing strategy, rebuilding SEO success following Google algorithm changes/updates, and growing Facebook followers to 30,000 within two years.

Retooled marketing, social media, website design, and SEO strategies and optimized product assortment and merchandising to grow visibility and sustain business viability during economic downturn.

Launched Marketplace accounts with Amazon and Sears that increased monthly revenue $30,000+ (2%), securing a place among a limited number of jewelry vendors accepted by the retailers.

Reduced product returns 75% and improved customer retention by establishing a dedicated customer support position to handle all returns, cultivate customer relationships, and identify/track product issues.

Played an integral role in design and launch of an updated, mobile-friendly website with improved navigation and features, including a blog, new product images, Google AdWords, and email campaigns.

Orchestrated two office moves and a showroom expansion with zero business downtime; planned and coordinated office build-out, contractor selection/oversight, and utilities transfer.

Onboarded new CEO and CFO, serving as an internal industry subject matter expert.

Cultivated vendor relationships vital to business sustainability, led conversion of existing vendor accounts to new business entities, and rehabilitated vendor relationships.

Continued…

Laurie M. Mueller Page 2

UNION DIAMOND CORP, Continued…

Office Manager (2005-2007)

Brought onboard early-stage company to perform business accounting, month-end reporting, inventory tracking, and P&L analysis. Deployed forensic accounting practices to identify and rectify prior accounting errors. Introduced new sales, payment processing, and vendor compliance management practices to reduce financial risk. Reported to CEO/Principal and CFO.

Selected Achievements:

Recovered $50,000+ in prior accounts payable errors and implemented a system for tracking payments/returns.

Negotiated a new credit card processing contract that saved $40,000 annually by reducing fees from 4% to 2.5%.

Designed and implemented a robust customer verification process that reduced fraudulent credit card orders to less than .5%.

Conducted vendor audits, identified vendor noncompliance with contracts/pricing agreements costing the company thousands of dollars in annual profit loss, and established a purchase order system that rectified issue.

Played an integral role in creating a new company website and proprietary integrated CRM/PO program that improved accounting, order processing, inventory tracking, trend analysis, marketing, and customer retention.

DEBT PAYMENT CLUB/MODERN EDUCATION – Burbank, CA 1998-2005

Debt reduction businesses offering revenue-generating opportunities and debt negotiation services.

Office Manager

Oversaw business development, operations, human resources, and accounts payable/receivable for two startup/early-stage companies with 50 employees at peak. Assembled, developed, and managed a team of 25 sales associates that consistently delivered on aggressive sales goals. Reported to owner.

Selected Achievements:

Spearheaded development and execution of sales, marketing, and customer care strategies resulting in multi-year 25% annual growth rate, from $250,000 to $3M in annual revenue.

Transitioned company from paper-based processes to business support software; created an Access-based program to track sales performance metrics and order processing integral to improving customer service/support.

Prior Experience

Advanced through roles as an Administrative Assistant and Property Manager with OLDTIMERS FOUNDATION nonprofit social services agency dedicated to funding and implementing programs improving the living conditions of senior citizens.

Selected Achievements:

Oversaw all facets of property management for a highly coveted 150-unit high rise and senior living community with a five-year waiting list.

Managed renovation of a city-donated, rundown 22-unit apartment building into a low-income rental property; delivered project on schedule and under budget and achieved 100% occupancy.

Secured government funding for program that prepared senior citizens for earthquakes and funded home repairs from prior earthquake damage; developed and coordinated funding outreach events.

Education & Credentials

Associate Degree, Nova Institute, Long Beach, CA

Professional Development: Additional college coursework in management and supervision, Cerritos College

Technical Skills: QuickBooks Enterprise, Google Advertising Platforms, WordPress, Email Marketing Software: MailChimp and Constant Contact, Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Microsoft Access

Community Engagement: Booster Club Vice President, Woodstock High School NJROTC; Kennesaw Mountain Historical Association and Trail Cleanup; Books for Africa; Seeds of Hope

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