Customer Service Development Consultant

Gilbert R. James

Columbia, MD 410-***-****

**********@*****.*** www.linkedin.com/in/gilbertjamesjr

SALES & CUSTOMER SERVICE MANAGEMENT

Consistent record of surpassing sales goals and turning around underperforming businesses to profitability.

Highly effective sales leader with history of driving business growth as evidenced by ongoing ranking in top 1% of sales force during tenure with EF Johnson Technologies, Inc., as well as Salesman of the Year in both 2007 and 2008. Cultivate longstanding relationships with clients based on trust, communication, and solution-focused commitment to achieving positive outcomes. Accelerate growth and drive value through commitment to customers; deliver world-class capabilities, and technologies to meet demands of evolving businesses.

Sales Development & Delivery Technology Sales Staff Leadership Client Relationship Development Revenue Growth

Contract Negotiations Hardware & Software Sales Strategic Planning Solution Sales Return on Investment (ROI)

HIGHLIGHTS OF SALES EXPERIENCE

Founded business consultancy providing sales advisory and strategic consulting services to startup and small businesses. Worked with concierge provider from launch to what is now billing $2.5M annually.

Recruited to drive sales for original equipment (OE) manufacturer of RF two-way radio subscriber units and systems. Secured single largest indefinite delivery / indefinite quantity (IDIQ) contract ($20M) from U.S. Coast Guard in company’s history.

Grew pipeline of business from zero to $21M+ on behalf of EF Johnson Technologies, Inc.

Oversaw professional sales performance of 14 regional account representatives as National Account Executive with Motorola. Designed and implemented sales initiative for FBI that increased sales volume by $6.4M and for US Marshal Service by $5M.

PROFESSIONAL EXPERIENCE

GR JAMES & ASSOCIATES Independent Business Development Consultant, Columbia, MD 2010-Present

Maintain ongoing accountability for driving sales growth on behalf of startup and small, growing companies. Advise 2 rubber manufacturing businesses seeking expansion into U.S. market. Work with clients on defining growth strategies and go-to-market plans. Negotiate contract with major automotive supplier for $1.7M to serve as sole source supplier.

Served as consultant through Small Business Administration (SBA) to advise startup companies that recently received 8(a) status.

oEngaged new 8(a) certified business owners on financial management, leadership and leadership development, responding to requests for proposals (RFPs), teaming agreements, and other things.

Worked with new business owners on pursuing state, federal, and local government business; placed emphasis on strategic planning, marketing, and sales and business development.

EF JOHNSON TECHNOLOGIES, INC. Federal Territory Sales Manager, Irving, TX 2006-2009

Developed partner relationships with leading systems integrators, including SAIC, SI International, and SRA International. Pursued and sold RF equipment to intelligence and law enforcement agencies, including CIA; Federal Law Enforcement Training Center (FLETC); Department of Justice (DoJ); Federal Emergency Management Agency (FEMA); United States Coast Guard (USCG); Department of Homeland Security (DHS); US Capitol Police, and others.

Generated $11M of $20M contract in 11 months vs. 3-year standard contract time.

Secured business away from Motorola, 20-year incumbent.

Closed first $2M mobile UHF trunked system contract with National Interoperability Infrastructure to FEMA-Mobile Emergency Response Support (MERS).

Reestablished relationship and closed $300K in business from FEMA (Mt. Weather) and $200K from Langley Air Force Base.

Gilbert R. James, Pg. 2

**********@*****.*** 410-***-****

CLW, INC. Director of Customer Service, Washington, DC 2001-2006

Served as customer service manager, met with government and city council members, and acted as general manager to lead management team to drive understanding of day-to-day operation and contract administration. Established operating practices, procedures, billing processes, and customer service department. Created infrastructure to support 3rd party billing. Managed budget planning and negotiated contracts on behalf of program. Oversaw performance and effectiveness of customer service staff, including development and training opportunities.

Created and led call center and customer service department to successfully manage day-to-day operations.

Oversaw training in staff records management tools and disability enrollment software that provided candidates with benefit status and training as governed by EEO principles.

Interfaced with mayor’s office and district government agencies, as well as District of Columbia Workers’ Compensation Program management to review program issues, challenges, and successes.

BUREAU OF THE CENSUS Regional Manager, Accuracy & Coverage Evaluation (ACE), Washington, DC 1999-2001

Oversaw approximately 10 districts comprised of between 30 and 80 resources and 16 direct reports gathering information for census. Assumed control of poorly performing Washington region and turned around performance to become #1 for productivity and effectiveness. Recognized with highest cash award given by census at that time. Served as master trainer in guiding staff on accurate data collection techniques.

Recommended and implemented policy changes that fostered improved morale and accountability for performance results by census workers.

Introduced and led regular meetings to review and remediate issues; established policies and standards.

Monitored progress reports and costs of census operations for timeliness and budgetary guidelines.

Served as motivating and engaged resource to work in partnership with others to achieve current and future business requirements. Set example by demonstrating accountability for results.

Built and sustained collaborative relationships at multiple levels. Worked through complex disagreements and conflict to achieve resolution. Generated trust by including others and maintaining focused on success of organization.

DOW JONES & COMPANY, INC. District Manager, Circulation, Silver Spring, MD 1995-1999

Initiated business development efforts and oversaw distribution of approximately 20,000 copies of Wall Street Journal to residential and retail customers throughout Washington, DC. Oversaw diverse group of full-time and part-time staff. Prepared quarterly and annual forecasts and budgets; oversaw weekly payroll.

Cultivated new business from Legal Times; Automotive News; and Time magazine, which yielded $42K in net profit.

Established operating changes that resulted in improved service delivery and $3K reduction in operating budget.

Additional Experience:

MOTOROLA C&E National Account Executive: Called on US Postal Service (USPS) and US Postal Inspection Service (USPIS). Sold first encrypted radio system to USPIS $15M purchase by federal government. Cultivated long-term client relationships.

EDUCATION

University of District of Columbia, Washington, DC

Business Administration

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