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Sales Customer Service

Keizer, OR, 97303
August 10, 2012

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**** ******* *** *** **

Keizer, Oregon 97303

503-***-**** – Cell

OBJECTIVE: Senior Level Management – Sales / Customer Service


• 20+ years of progressive experience in business, sales & customer service management, customer research, and operations including:

Most recently as a senior executive for a global company with offices in China, Philippines, Mexico and the United States, including:

• Over one year leading the Customer Research Division managing research firms, customer interviews, analysis, and A/B testing

• Three years leading the US Sales Division working nights in Manila, Philippines, including recruiting, hiring, training, motivating, team building, terminations, and assuring competitive pay practices

• Leadership accountability over sales professionals from dissimilar cultures and across multiple time zones

Nine years in sales, operation and ownership of independent company specializing is customized business forms throughout Oregon and SW Washington

Proven performance in working through people to meet objectives and mentoring personnel to their highest levels of performance

• Articulate communicator with interpersonal skills necessary to interact with all levels of internal and external customers from diverse backgrounds and dissimilar cultures

• Highly developed leadership, organizational, strategic thinking, communication, planning, logistics, personnel and performance management skills acquired in business settings and from 20 years of concurrent service in Oregon Army National Guard


Director of Customer Research 01/11 – 07/12

Manage 3rd party market research firms and also conduct our own research & analysis in order to gain a better understanding of how purchasers of promotional products go about identifying and choosing which vendor to order promotional products from and;

• Which role the purchaser plays in his/her company

• Why the purchaser was chosen for this task

• Identify the event that led to the need of promotional products

• Once given the task, what steps does the purchaser take in identifying the vendor

• What factors play a key role in the selection process of the vendor

Director, US Sales Division, Manila, Philippines 09/07 – 12/10

Worked the night shift to direct the Manila based US Sales Division consisting of 10 managers and sales force of 120 personnel, which included a sales team working out of our corporate headquarters in California

• Sales Revenue – 2010: $ 25 million

• Instilled an understanding of American customer expectations in the Philippine workforce and held them to U.S. standards of customer service, quality, and response time

• Established a first-time professionally run office environment, including working with Philippine labor lawyers to assure discipline, write-ups, firings, and other labor issues were in compliance with government regulations

• Reduced annual average sales rep attrition from 20% to zero in first year and sustained zero attrition for two years

• Achieved sales goals by restructuring sales team incentive compensation program and tying individual performance to corporate goals

• Managed all hiring, firing, and training of managers and sales reps

• Used scientific methodology to test ideas in order to increase productivity, reduce cost, and restructure division

• Increased repeat sales by 25% through development of software that showed cost savings to customers

• Saved $100,000 annually by reducing staff and reallocating accountabilities in the order process

• Reduced sales force by 66% and was able to achieve / exceed revenue goals

• No litigation from the 66% of sales force separated – unheard of in the call center industry

• Selected to organize annual executive retreats in San Diego and Las Vegas while living in Manila, including presentations, IT support, accommodations, and transportation

Military Deployment: Oregon Army National Guard 09/06 – 09/07

Commander, Regional Police Advisor Team-South, Kandahar, Afghanistan

• Served as American military advisor in Operation Enduring Freedom to the Afghan National Police

Mobilized for Pre-deployment Training / Active Duty Assignment: Oregon Army National Guard 05/05 – 09/06

Chief, Transformation Coordination Team, Salem, OR

• Participated with Brigade Commander and staff, National Guard Bureau in Washington, D.C., and other Oregon Army National Guard leadership in transforming 6,000 soldiers from a linear to a modular organization


Vice President, Willamette Business Forms, Inc., Salem, OR 10/95 – 05/05

(Business forms distributorship serving Oregon and SW Washington)

Sales Revenue – 2004: $1 Million

Customer Base: 750

No. of employees: 5

• Doubled sales, from $500,000 to $1 Million and sold company at a profit in July 2005

• Established 175 customer accounts in three years - 1996 to 1999

• Doubled company sales from $250,000 to $500,000 in three years – 1996 to 1999

• Became owner/partner in 1997 and assumed full ownership in 2002

Sales Manager, Select Sales, Inc., Wilsonville, OR 10/93 – 10/95

(Wholesale Non-Food Distribution)

• Territory: Oregon and Western Washington

• Hired to replace sales manager who was assuming duties of President, who was scheduled to retire in January 1995

• Learned all aspects of operation, including running routes, riding with salesman, and meeting buyers from Fred Meyers, Safeway, and Plaid Pantry stores, as part of the training program

• Brought order to sales force, and mentored them to set achievable goals for improved productivity and higher levels of performance


• B.S. Interdisciplinary Studies: Major: Physical Education; Double Minor: Health and Psychology, Western Oregon University, Monmouth, OR – 1985


Oregon Army National Guard 01/91 – 09/10

• Rank at Retirement: Colonel

• Specialization: Field Artillery

United States Marine Corps 01/81 – 01/91


• M.S. Strategic Studies (two-year program), United States Army War College, Carlisle Barracks, PA – July 2007

Applicants from all branches of government and the private sector compete for admittance

Program started with 400+ students, graduated 285


• Military Advisor, Operation Enduring Freedom, Kandahar, Afghanistan 09/06 – 09/07

• Security Forces Commander, Operation Southern Watch, Saudi Arabia 08/99 – 03/00

Training Deployments – Oregon Army National Guard & United States Marine Corps*

• Tiger Balm, 2-week bilateral exercise, U.S. & Singapore, Schofield Barracks, Hawaii 08/08

• Yama Sakura, 2-week bilateral exercise, U.S. & Japan, Sendai Japan 01/97

• Unit Deployment to Okinawa, Japan and South Korea* 07/88 – 01/89


• Furnished on request

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