Customer Service Back End

Aaron Starrett

Leander, TX ● 925-***-**** ● ad08i5@r.postjobfree.com ● https://www.linkedin.com/in/aaronstarrett/ Regional Manager

Regional Manager with a proven track record of managing multiple fast paced locations simultaneously, while attaining sales and KPI goals in fast paced markets. Ability to facilitate cross functional department cooperation with precise attention to detail. Proven ability to exceed quota KPIs Adept at creating strategic solutions in high risk environments. Persuasive communicator, adaptive leader, as well as an emotionally intelligent decision maker. Strong leadership skills with a history of coaching 20+ teams to A+ customer service marks. Key skills include:

Data Analysis Negotiation Budget Control

CRM Management Program Management Resource Management Forecasting Sales Customer Service

P&L Management Risk Management Performance motivation Team Coaching Conflict resolution Sales Training

Career Highlights

Lead Manager for new SaaS mobile app “Inferno”. Managed implementation of “Inferno” mobile app rollout in 3 markets. Created employee sales training protocol, documented technical issues, coordinated customer concerns, and met with stakeholders to discuss project scope parameters. Improved new sales by 44%, customer retention by an average of 53%, and total sales YOY by $65,000 with the new SaaS company model.

Directed competitor company acquisition - Lead Program Manager on technical and sales retraining of 150 employees during takeover of 5 companies across Northern Bay Area. Increased total closing percentage from 33% to 62% YOY and increased department sales by $115,000 monthly. Lowered employee turnover by 11% within 3 months of acquisition.

Created Company CRM guidelines “Playbook” - Analyzed YoY data to implement and create practical day to day manual for CRM daily use by team members. Created training protocols for new employee onboarding and training, in-bound and out-bound client process, and proper funnel and pipeline organization practices. Efficiency in lead-to-sale percentage increased from 45% to 65% and client retention to 43% with improvements made.

Professional Experience

F19 Northern Bay Area (San Francisco Bay Area, CA) (2012-2022) Northern California 2 Regional Manager-Northern Bay Area Regional Manager for 9 markets and 21 locations spanning 150 miles of territory. Responsible for all marketing and sales planning, account sales, KPI projections, budgets and cost control, CRM management and program implementation. In charge of employee engagement, conflict resolution and reducing team member turnover. Engaged in customer service and sales training, stakeholder communication, cross-functional project organization, and team member HR duties. Managed all revenue targets and project rollouts across individual markets.

● Created monthly marketing plans,sales training protocols, and client process improval to achieve monthly revenue/sales targets and KPIs. Managed all key customer and vendor relationships for 9 markets, creating $15M in yearly revenue.

● Analyze and implement CRM efficiency protocols, CRM training models, and continued process improvement on all pipeline sales data. Improved client retention 43% with improved CRM funnel process.

● Organized cross department communication between social media, marketing, and human resource departments on all collaborative projects and programs up to $2M in cost. Met weekly with key stakeholders to negotiate and re-organize necessary budgets and project creep.

● Oversaw the collaborative re-opening of 21 locations after pandemic closures. Re-opened with 77% client retention. Secured a closing percentage of 88% of new clientele within 3 months of reopening, grossing

$74K in new monthly recurring revenue.

● Planned, budgeted and executed 3 remodels of low performing locations to meet current market needs with a total budget of $320K. Led new sales strategy leading to increase in department sales by an average of 88% within 4 months of remodel completion, grossing an average of $88K per location. United States Air Force Korea, Germany, England (2009-2012) Munitions Systems Technician

Managed and coordinated the handling, storing, transporting, arming/disarming, and assembly of non-nuclear munitions. Maintained assets across USAFE region with $298M stockpile. Conducted safety checks daily on non-nuclear assets in excess of $200M. Collaborated safety audits on all heavy armaments over 1500 pounds across job specializations. Tasked with auditing the safety parameters on armaments on F-35 and F-22 Jet systems daily.

● Documented and presented audit and safety reviews on American explosive stockpile totaling $298M in value. Program managed 6 different job specializations to provide a sortie proficiency rating of 98%. Lowered time delays and creep with an audit rating of 90%.

● Awarded 4 achievement medals for work conducted on 30MM munitions during the 2011 full stockpile audit. Achieved a 100% rating during mock audit on munitions worth $320,000 with 0 safety procedure fails. 0 failed sortie timelines during all 4 years of responsibility.

● Trained new incoming enlisted troops to the German base stockpile. Lowered full on-board training time from 3 months to 2 months with organization of the on job training training field book. Trained and led 30+ new troops into the munitions career field leading to an increase of sortie execution by 8%. Education

NASP - Certified Master sales professional, 2020

Certified Program Manager, Google, 2022

Program Manager Certification, Indeed Learning, 2022 Certified Professional in Management, AMA, 2021

ISSA Certified Master Trainer, International Sports Sciences association, 2012 CCAF - AAS - Computer sciences - 2012

Community Engagement

Veterans support group - Group Leader -

Bay area adult transition program - Creator/Leader - Self-defense seminars (Jiu-jitsu) - Seminar Director -

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