Technician Data Territory Manager
Resume:
Mark Dillon
***** ****** **, **** **, Victorville, CA, 92395, US • 909-***-**** • *************@*****.***
:As a candidate I bring experience in multiple areas of management and loss prevention. Loss prevention I have 7 years of experience, contributing to not only lowering shrink, but also becoming proactive in developing different processes on how to discover and catch counterfeit bills. I have over 7 years of managing teams. I believe in, Discretion, collaboration, team work and full transparency in some situations. As a territory manager I received invaluable experience in all faucets of running a business, team building, as well as human capital (HR).
Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements. Management collaboration
Route planning
Inventory management
Improvement planning
Business development and planning
Trend analysis
Team training
Database management
Goals and performance
Microsoft Excel, PPP, Teams.
Vendor relations
Knowledgeable in [Technology]
Systems and software programs
Project Management - MBA - 2016
Colorado Technical University - Colorado Springs, CO Human Services - Bachelor of Science - 2013
Colorado Technical University - Colorado Springs, CO High School - 1996
Rialto High School - Rialto, CA
PROFESSIONAL SUMMARY
SKILLS
EDUCATION
Territory Manager - February, 2020 to March, 2022
A&E factory services - Ontario, CA
Reviews customer metric data and develops plan to improve satisfaction levels
• Utilizes workforce planning process to develop staffing requirements that allow for profitable growth and customer satisfaction (Sales, Technical, Clerical, Supervisory)
• Monitors key performance to state of service, cost per call and productivity
• Recognizes and acts upon every opportunity to drive revenue through the embedment of the Value Added Services Program (VASP (ancillary sales)) throughout the district
• Partners with routing manager to adjust, improve, and compare actual hours to planner hours; conduct variance analysis by workgroups/call loads
• Partners with the Region Routing Office to adjust and improve the routing process, as well as, to ensure technician data (schedules, seed points, profiles) is accurate
• Fosters positive employee relations through ready meetings, frequent tech rides, focus groups, phone calls, Sears Smart Toolbox (SST) messages, handling associate complaints and employee recognition and award meetings
• Analyzes and reports daily, monthly and annual business performance trends (revenue, cost management, profitability, customer satisfaction, etc.), and develops and/or recommends strategic solutions to improve business performance and meet Earnings before Interest, Taxes, Depreciation and Amortization (EBITDA) goals
• Implements, directs, adheres and ensures compliance to all applicable laws, regulations, and company policies, company values and code of conduct. Manages activities for the recruitment, and hiring, and performance management and career path of direct reports
• Partners with the loss prevention to reduce shrinkage
• Maintains detailed records of all associate training and evaluations
• Communicates with staff and associates through frequent meetings, and ensure all managers both technical and branch hold regular staff meetings with their associates
• Trains associates to develop their product knowledge/technical skills, customer service skills and business literacy
• Follows and ensures compliance of the Safety/Environmental Manual and program via Quality Management Safety Matrix
• Acts with urgency to meet and resolve customers' needs and problems and develop associates' commitment to act with urgency. Maintains a high level of in stock parts inventory for both branch units and trucks, to adequately serve the customers’ needs
• Trains and motivates team to offer and sell company value added products and/or services to the members during repair calls
• Performs supervisory responsibilities, including, but not limited to: making employment decisions regarding hiring, promoting, demoting, and terminating; conducting performance appraisals; and coaching and developing associates. Project Coordinator - May, 2014 to February, 2018
City of Fontana - Fontana, CA
· Supervised up to 5 staff
· Budget Controller
· Responsible for and up to 90 students (Jr. High)
· Event Planning
· Relationship building with parents, School and School District.
· Microsoft office Fluency .
· Weekly, monthly, QTR deadlines.
Developed strong relationships with internal and external stakeholders and devised product and service promotion strategies, initiatives, and events. Planned and organized meetings with outside organizations and individuals so that all parties could meet and discuss project progress. WORK HISTORY
Loss Prevention Team Lead - May, 2007 to August, 2014 Bass Pro Shops - Rancho Cucamonga, CA
Carefully monitored and supervised customer activities in the store in order to detect signs of attempted theft. Speer headed processes on how to catch counterfeit Bills. Used by every cashier and Green room employee. Saved money by developing functional solutions to [Stop Fraud] problems. By establishing trust and cultivating relationships with customers, I was able to implement successful loss control strategies. Created agendas and communication materials for team meetings. Controlled Shrink through random and weekly audits. Assistant General Manager - September, 2002 to May, 2007 Sizzlers - San Bernardino, CA
Was responsible for handling cash and preparing deposits. Enforced quality assurance protocols to provide ideal customer experiences. Work closely with the General Manager and department heads to review activity, operating, and sales reports and make any necessary changes. Was able to quickly and effectively resolve issues in order to increase customer approval. Was in charge of inventory purchases and restocking. Keep a visible presence on-property, greeting guests, responding to inquiries, and resolving guest issues. Report directly to the company's General Manager.
Implemented full-scale business strategies that resulted in higher customer satisfaction and improved operational efficiency. Key Performance Indicator. (KPI) #1 in the Nation 2021 Team Performance. Jobs completed (Completion %) #2 in the Nation 2021. First year brought in over 800K in revenue,
Safety Coordinator (Focus District.)
Financial Reporting: Accurately compiled financial analysis data reports and forecasting documents for 1 million revenue generating company. Used Microsoft Excel to develop inventory tracking spreadsheets. References:
Jason Buckner; USC Graduate, Arizona Law School Graduate. College Professor (Political Science)
Known for 21 years.
Joshua James; Air Force Retiree, Masters in Criminal Justice, ROTC instructor. Advisor and Consultant.
Known For 24 years.
Jamerson Walker; Operations Manager (Raging Canes)
Kenneth Tomlin (Territory Manager A&E factory Services)
2 years.
Ramon Solis (Territory Manager A&E factory Services)
ACCOMPLISHMENTS
ADDITIONAL INFORMATION
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