Manager Sales

John P. Buckner Home: 920-***-****

**** ****** **** ****: 920-***-****

Green Bay WI 54313 email: ********@*****.***

Objective: I am looking for a position that will challenge me. I thrive on continuous improvement and change management. Ideally I want to work for a large employer with a strong history with the ability to work in Northeast Wisconsin or my home office.

Target Positions: Director of Operations; Operations Manager, Sr. Manager, Sales Manager, General Manager

Salary Requirements: Negotiable

Desired Location: Northeastern Wisconsin—willing to travel Available after two week notice to current employer

Experience

April 2008 to present: Currently I am employed with Charter Communications where I have developed skills as Technical Support Manager. Six supervisors and their teams of a total of 117 agents report through me. Previously I worked for Charter (Time Warner Cable) in a Customer Operations Manager position in Appleton, WI. Responsibilities included managing 5 supervisors/business teams. When I was hired in April of 2008 the department was struggling with quality, sales, net promoter scores, customer satisfaction and productivity. By the end of 2009 the department ranking was the best in the West Region for Customer Satisfaction and leading the Midwest Region in sales, net promoter scores and productivity. We were able to hit these marks by setting clear expectations, making sure the representatives could perform to those expectations and having positive and negative consequences for individual performance. There was a great deal of process improvement as well, and many of those process changes I helped champion. The most impactful was working on the team that created and implemented the one hour arrival window. My best attributes are being able to navigate my teams through change in a fast paced workplace and creating a positive work environment.

Before accepting the position at Time Warner, I was employed by Apac Customer Services, Inc. in Green Bay, WI, as an Operations Manager responsible for managing over 200 customer service representatives, most of them for Horizon Blue Cross Blue Shield of New Jersey. August 2004 thru April 2008.

For direct reports to me there were 6 supervisors for Horizon who represented five individual business teams within the client. Between the five individual business teams, the generated revenue for Apac was approximately twenty million dollars annually.

My responsibilities included annual budgeting, generating appropriate profit; as well as consistently attaining metrics in quality and production. When I joined the company in September of 2004, the client was removing pieces of business from us while Apac operated in the red. By the end of first quarter 2005, they turned to increasing our number of business teams as we consistently hit our metrics and achieved our revenue goals. The culture changed from one of turnover and poor morale to a workplace where people were positive and productive. The culture changed so much for the positive that the Green Bay site has become the “showcase site” for Apac, where potential clients are brought to experience the way Apac does business.

Before Apac I was employed by Norwood Promotional Products (July 2000 thru August 2004) as the National Customer Service Manager responsible for managing six business teams that provided customer service and inside sales to over 3500 brokers across the nation. This division of Norwood was called Tee-Off Enterprises and was located in New London WI, specializing in printing on golf related products. This site generated close to 30 million dollars in revenue annually. While employed by Norwood, we improved from a 100% paper generated business to 90% paperless and 100% paperless record keeping. Increased profits by over 30% in an industry that experienced 3 consecutive years on the downturn and became one of Norwood’s most profitable sites. The six business team supervisors were my direct reports. My responsibilities also included improving the work flow between sales, art development, production and shipping. My last four months I took over the responsibilities of the Director of Customer Operations and handled parts of the General Manager role.

Education

Bachelor of Science, Business Administration Degree—Almeda University

Additional education at the University of Wisconsin Oshkosh

Ashwaubenon High School Graduate

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