Business Development Customer Service

Andrew Taylor

Phoenix, AZ***.***.**** ************@*****.***

New Business Development

Operations Management Entrepreneurship Customer-Centric

Highly accomplished Senior-level Operations Management and Business Development Professional with a wealth of goal-focused experience using proven methods, systems, and technology to control costs, streamline operations, and increase productivity. Demonstrated track record in utilizing highly transferrable business skills, successfully refined while managing profit-enhancing operations. Skilled in strategic planning, human resources management, staff motivation and productivity, budgeting, and financial operations. Customer service leader; able to identify customer needs and transform diverse challenges into effective action plans and solutions. Adept at building high-performing teams to execute strategic programs, champion business development initiatives, delegate tasks, and inspire customized solutions. Respected leader excelling at building, developing, and mentoring teams.

Areas of Expertise

Leadership Business Development Operations Management Quality Assurance Financial Oversight Team Development Onboarding Training Logistics Account Management Data Analytics Relationship Building Process Improvements Strategic Planning Forecasting & Budgeting Project Management Asset Management Talent Acquisition Acquisitions

Accomplishments

Overcame difficulty at AES gaining Fire Dept approval required for any hazmat storage/distribution facility, hired an industry expert from the National Fire Protection Association to educate local fire officials and assist with a live demonstration of my state of the art fire protection system installed throughout the facility and secured received final approval.

United Parking Systems was employee nominated and won the Phoenix Business Journals Best Places to Work in Phoenix 3 years in a row and voted #1 Business Journals’ Best Place to Work in the micro-company category.

Acquired 1,000 new customers at AES, including doubling the industrial business with the addition of a significant transportation/warehousing company and network of resale locations.

Created a new Cactus employee handbook, developed and enforced a three-strikes policy to document employee performance deficiencies for use in unemployment appeals to address the $80k spent a year in elevated unemployment insurance premiums resulting from excessive turnover resulting in the state unemployment percentage dropping to the lowest level.

Professional Experience

Contact Center Manager Imagenet, LLC Phoenix, AZ December 2020-Present

Led a geographically dispersed team of Customer Service Representatives in a healthcare environment.

Customer Care Agent Leslie’s March 2020 – December 2020

Completed online orders, provided product information and availability, and worked with product specialists and vendors to provide technical support and troubleshooting for eCommerce customers.

Remotely trained new RMA agents and provided ongoing support, and maintained strict compliance with company policies.

Director of Operations Cactus Research, LLC Phoenix, AZ 2009 - 2018

Oversaw daily operations of 50 client services representatives/field personnel/data collection specialists.

Conducted data analysis, brainstorming sessions, focus groups, qualitative interviews, and moderated research meetings with national and international clients across a diverse group of industries.

Delivered presentations for business development and account management and developed and applied opinion polls, surveys, questionnaires, demographics, and statistics for collecting relevant data to ensure timely tabulation data delivery.

Owner & Entrepreneur United Parking Systems Phoenix, AZ 2005 - 2009

Executed the research, planning, and writing of the business plan for the valet parking company.

Oversaw bank accounts, payment processing, accounts payable/receivable, and tax liability.

Devised and implemented marketing and sales strategies, drove brand awareness through innovative equipment design, uniforms, and community involvement, and was responsible for customer service, on-site client meetings, service proposals, and follow-up to ensure total satisfaction.

Determined human resource needs, wrote manuals, and recruited, trained, and led the group of 30 valet parking professionals.

Founder / Owner Affordable Energy Services (AES) Inc. Phoenix, AZ 2000-2005

Launched a new company with 18 full-time employees and over $1.5m in assets.

Acquired two existing LPG/LNG distributors and merged them to create a leading LPG/LNG marketer serving over 550 residential, industrial, agricultural, and commercial customers throughout Maricopa County.

Added a gas piping service for customers, becoming the single source for pool/spa heating, cooking, and hot water use.

Developed a business plan with a 5-year forecast, pitched to 15 different banks for financing, and secured financing with a combination of an SBA 504 loan, to acquire real estate/construct main office/distribution terminal and a 7a loan for the acquisition.

Education

BA Business Administration The University of Arizona Tucson, AZ

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