Customer Service Project Management

Mark R. J. Powers

** ******* ***. ********, **** 43203

614-***-**** • *********************@*****.*** • • LinkedIn Window Sales Milgard & Pella Window Software Project Management Customer Service B2B Windows Sales & Support Specialist with 30+ years of experience in sales, Offset print Account Manager, project management, & customer service, specializing in window solutions. Expertise in managing full-cycle sales processes from lead generation to post-installation follow-ups, ensuring smooth project execution and high client satisfaction. Proven ability to secure exclusive contracts with key industry players, leveraging long-term relationships for market expansion. Adept at resolving warranty issues, managing order logistics, & improving operations through streamlined processes. Skilled in building solid customer relationships and driving team productivity to exceed company goals.

SKILLS

Print Advertising • Order Management • Job Scheduling • V-Mac Software • Conflict Resolution Contract Writing • Inventory Control • Product Development • Best Practices Implementation • Post-Installation Support Window Sales • Milgard & Pella Window Software • Project Management • Customer Service • B2B & B2C Sales • Cold Calling Sales Forecasting • Installation Coordination • Team Building • Invoicing • Warranty Management • Lead Generation CAREER HIGHLIGHTS

Increased Annual Sales Revenue: Drove window & exterior project sales from $200k to $1M+ annually at Lowe's, consistently earning the Million Dollar Sales Award for eight consecutive years, showcasing outstanding growth. Flawless Order Execution: Sold & coordinated the installation of $10M+ in window projects without any errors, managing each stage from lead generation & ordering to post-installation follow-ups for high customer satisfaction. Contract Negotiation Expertise: Secured major contract with Milgard Windows as sole salesperson, leveraging long- term industry relationships to ensure the company’s exclusive distribution deal to expand market presence. Comprehensive Client Management: Managed all aspects of customer interaction, from scheduling installations and deliveries to addressing warranty claims, ensuring 100% client satisfaction in post-installation walkthroughs. Leadership in Team Development: Spearheaded initiatives to improve team morale by personally investing $5k annually in employee appreciation events, which resulted in enhanced productivity & increased employee loyalty. Strategic Process Improvements: Implemented streamlined customer order processes to improve operational efficiency, minimize delays, and optimize communication between multiple manufacturers, contractors, and clients. National Sales Recognition: Consistently ranked in the top 10% of Lowe's national sales team, with exemplary performance recognized through multiple awards for sales excellence and long-term strategic vendor partnerships. PROFESSIONAL EXPERIENCE Sales

Representative

Avid Windows & Doors Murrietta, CA 2022 to 2023

• Secured a pivotal Milgard window distributor contract, leveraging a long-term top sales relationship from Lowes.

• Cultivated strong customer relationships, ensuring consistent engagement, repeat business, and increased loyalty through personalized service and tailored product recommendations that addressed specific customer needs.

• Managed all company income and operations, paralleling previous comprehensive responsibilities at Lowes.

• Collaborated with cross-functional teams including marketing, product development, and operations to streamline the sales process, aligning product offerings with evolving market demands to maximize overall sales performance.

• Delivered in-depth product presentations to potential clients, explaining technical specifications, installation procedures, and value propositions to encourage informed purchase decisions and long-term customer satisfaction.

• Identified and pursued new market opportunities, analyzing trends and competitor activities, while developing targeted sales strategies to expand the customer base and increase brand visibility across key regions. Outside Sales Representative – PSE

Lowes Home Improvement La Quinta, CA 2015 to 2023

• Increased PSE sales from $200k to over $1 million annually, earning the Million Dollar Sales Award eight times for consistently driving year-over-year growth and exceeding company sales targets.

• Led the entire sales process from initial lead generation through post-installation, ensuring high levels of customer satisfaction by conducting thorough walkthroughs and maintaining proactive communication.

• Directed advertising campaigns while fostering strong relationships with key stakeholders, including contractors and manufacturers, enhancing collaboration and overall business outcomes.

• Managed daily operations, overseeing client communications, scheduling, and city planning approvals for projects, while streamlining order processing through improved coordination, optimized timelines, and enhanced efficiency.

• Invested $5k annually in employee appreciation programs, significantly boosting morale, enhancing overall productivity, and fostering a positive work environment focused on long-term retention.

• Personally addressed and resolved a $2k installer error, ensuring employee loyalty and providing the client with comprehensive support to rectify the issue and maintain exceptional customer service. Senior Client Services Manager

Quad Graphics Columbus, OH 2013 to 2015

• Kept key accounts post-Vertis merger, led eastern region M&A integration with strategies for company incorporation, & managed client interactions from scheduling to invoicing while conducting employee assessments for efficiency. Client Services Manager

Vertis Communications Columbus, OH 2000 to 2013

• Managed a $25M account portfolio, overseeing direct mail production with zero errors, integrated four printing plants post-acquisition with top employee reviews, & implemented a Six Sigma Yellow Belt project recovering $105k a year.

• Coordinated print production for top US advertisers, earning the Vendor of the Year award from Lowes in 2011, and initiated the SFI certification while maintaining flawless quarterly audits and inventory accuracy. Account Administrator – Major Corporate Accounts

Treasure Chest Advertising Columbus, OH 1990 to 2000

• Managed key accounts including JC Penney and Home Depot, strengthening client and division relations, and developed strategic pricing matrices and product schedules that optimized account reviews and production meetings. CERTIFICATIONS, LICENSES & TRAINING

Certified Sustainable Forestry Initiative (SFI) Paper Manager – Sustainable Forestry Initiative Certified V-Mac (Primac) Print Production Program Corporate Trainer – V-Mac Certified GATF Trained – Vertis Communication

Certified Arson Investigator (#810396) – State of Ohio Graduate – Police Academy (#910396) – State of Ohio Passed the USPS Exam (Certified until 2040) – United States Postal Service Certified Milgard and Pella Window Building and Order Software Expert Certified Milgard Sales Representative (Sales and Installation) – Milgard Windows and Doors, Temecula, CA Certified Pella Sales Representative (Sales and Installation) – Pella Windows, La Quinta, CA Certified Go To Paper Manager Buyer

Lean Six Sigma – Certification

AWARDS

Lowes Million Dollar Sales Award – 8 Consecutive Years – 2016 to 2023 Lowes Vendor of the Year – 2005

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