Customer Service Sales
Resume:
Alan Kaplan
Executive Director
Pooler, GA *****
****.*********@*****.***
Passionate Executive Director with years of experience in hospitality, hotels, senior living communities, sales and marketing. Proficient in outreach programs, relationship building, community living, educational training. Exceptional relationships with influencers, vendors and providers. Specializing in operational analysis, finance, computer peripherals, account management, hospitality and senior living industries. Exceptional management skills with the ability to inspire others and maximize business potential as well as strong leadership techniques and professional attention to detail. Energized and decisive leadership with an entrepreneurial spirit committed to delivering outstanding service and exceptional customer experiences.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Executive Director
John Wesley Villas - Savannah, GA
February 2019 to Present
• Coordinate all functions and management duties for operations of Independent and Assisted Living for seniors.
• Full P&L responsibilities.
• Supervisor for all staff.
• Sales & Marketing.
• Business Operations.
• Budgets, Projections and Variance Analysis
• Relationship Building
• Project Management
• Property Inspections
• Lifestyles Department Enrichment Programs
Senior Sales Executive
ListenClear - Savannah, GA
January 2016 to February 2019
Consultative Sales, helping customers with the Listen Clear experience and improve their quality of life through hearing more clearly.
• Amongst the top sales performers every month.
• Consistently achieved top "Conversion Rates" and "Ready Time" availability each month.
• Mentored and helped train new sales representatives.
• Selected to work on new projects and programs to advance the sales process for the company. General Manager - TMX Finance
TMX Finance
November 2012 to December 2015
Responsible for overall sales and marketing operations, P&L, financial management, property management, customer relations, sales & marketing, managing day to day customer issues, overseeing staff, monthly projections.
and training of staff. All operational responsibilities
• Community outreach, referrals and relationship building
• Increased sales and growth. Cut costs and Increased profits
• Managed forecasts and budgets
Community Executive Director
River's Edge Community - Holiday Retirement - Savannah, GA January 2011 to November 2012
Responsible for all sales marketing and referrals, P&L, financial management, property management, customer relations, hiring and training of staff and new resident move-ins. Responsible for:
• Increased Occupancy Rates from 71% - 98%
• Community outreach and referrals
• Relationship building with influencers, care providers and vendors
• Chamber of commerce events / Customer Service/ Special Events
• Project Management / Property Inspections / Concierge Services
• Maintenance Department/Repair, Replacement Cost Analysis
• Six Sigma Process Improvement
• Vendor Relations/ RFP Reviews/Compliance Management
• Activities/Lifestyles Department/Enrichment Programs
• Operations and Management of a staff of 35 people
• Budgets, Projections and Variance Analysis
General Manager
Grand Victorian Hotel
2006 to 2011
Responsible for overall operations, sales marketing and referrals at this oceanfront hotel at the shore.
• Responsible for P&L, financial management, property management and customer relations.
• Increased sales by 238% and occupancy by 72%, and also have increased return guest percentage by 81% and year over year growth.
• Exceeded budgeted revenues and profits by 89% while exceeding operation and service standards.
• Exceptional Customer Service
• Responsibilities include hiring and training staff and evaluation reviews in accordance with established objectives, policies and procedures.
• Increased hotel revenue and profitability.
VP & General Manager/Owner
Victoria House Bed & Breakfast
2002 to 2011
Responsible for overall operations, sales marketing and referrals, P&L, financial management, property management, customer relations
• Increased sales by 384% and occupancy percentage by 88%, increased return guest percentage by 91% and year to year growth.
• Award winning customer service
• Achieved budgeted revenues and profits while exceeding operation and service standards.
• Consistent guest experience and customer satisfaction.
• Responsible for hiring and training staff and evaluation reviews in accordance with established objectives, policies and procedures.
• Implemented "green" policies and procedure
Executive Sales Director Americas Distribution Channel and Retail Development
Seagate Technology
November 1979 to June 2002
Responsible for sales & marketing, business development, OEM & channel partner and retail activities in multi-unit locations.
• Increased sales by 78% and market share by 81% while managing a sales and management team of 40 people.
• Ramped up Division to over $1 Billion in annual sales
• Exceeded quotas every year by developing, adapting and executing new strategies and by leading and motivating my team and customers. Developed strategic partnerships by enhancing customer satisfaction, growth and profitability.
• Developed team vision and strategy and drove the execution of company's goals and objectives.
• Proven ability to sell, lead, train and motivate successful cross-functional teams of employees and customers.
• Helped drive European Distribution model to maximize sales and profit.
• Collaborated extensively with clients/prospects and executives to identify needs, determine business strategies.
• Winner of Multiple President's clubs, Summit conferences and multiple leadership awards. Strong presentation skills at all levels.
Education
BA in Mass Communications
City University of New York, Lehman College campus Skills
• Business Development (10+ years)
• Compliance Management
• OEM (10+ years)
• Six Sigma
• Profit & Loss
• Compliance Management (10+ years)
• Financial Management (10+ years)
• OEM
• Process Improvement
• Profit & Loss (10+ years)
• Six Sigma (2 years)
• CRM Software (10+ years)
• Strategic Planning (10+ years)
• Recruiting (7 years)
• Strategic Planning
• Recruiting
• CRM Software (10+ years)
• Management (10+ years)
• Project Management (10+ years)
• Change Management
• Presentation Skills (10+ years)
• Budgeting (10+ years)
• Marketing (10+ years)
• Relationship Management (10+ years)
• Customer service (10+ years)
• Phone etiquette (10+ years)
• Salesforce (6 years)
• Hotel experience
• Financial statement preparation
• Computer literacy
• Sales
• Managed care
Assessments
Customer Service — Highly Proficient
April 2019
Measures a candidate's skill in evaluating approaches to customer service & satisfaction. Full results: Highly Proficient
Customer Focus & Orientation — Proficient
April 2019
Measures a candidate's ability to respond to customer situations with sensitivity. Full results: Proficient
Management & Leadership Skills: Impact & Influence — Completed July 2019
Adapting leadership style to accomplish goals using rational or emotional appeal. Full results: Completed
Restaurant Manager — Completed
October 2019
Managing restaurant staff and meeting customer expectations. Full results: Completed
Management & Leadership Skills: Impact & Influence — Expert September 2020
Choosing the most effective strategy to inspire and influence others to meet business objectives. Full results: Expert
Verbal Communication — Highly Proficient
September 2020
Speaking clearly, correctly, and concisely.
Full results: Highly Proficient
Sales Skills — Expert
September 2020
Persuading reluctant customers to buy products or services, and influencing and negotiating with customers to meet sales goals.
Full results: Expert
Management & Leadership Skills: Planning & Execution — Highly Proficient November 2020
Planning and managing resources to accomplish organizational goals. Full results: Highly Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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