Resume-Management

Location:

Memphis, TN, 38632

Salary:

75,000

Posted:

March 28, 2009

Contact this candidate

Resume:

Ronda R. Newman-Champlin

**** ******* **** • Hernando, MS 38632 • Phone: 662-***-**** • Mobile: 901-***-****

Email: *********@*****.*** or *****@***************.***

SUMMARY OF QUALIFICATIONS

Self-managed, respected, highly disciplined and organized individual with a reputation for effectively directing customer service operations and achieving business goals using strategic planning, strong team building, resourcefulness, accountability, and an open-minded management style.

• Over 20 years experience in Customer Service/Sales related industry: customer service, customer service management,

sales management, sales administration, training and development, inside and outside sales, sales administration and quality assurance

• Executing strategies to manage national and military accounts to produce revenue gains

• Establishing positive relationships with senior executives, department managers, and internal staff

• Building customer partnerships based on trust, excellent listening, and ability to promote value

• Managing special projects and meeting multiple deadlines within a performance driven environment

• Supervising employees and maintaining an environment that encourages high employee performance

• Using PCs with Windows, Microsoft Word, Excel, Outlook, and proprietary database systems

EXPERIENCE

ALL AMERICAN MOVING GROUP

4340 Highway 51 North - Memphis, TN 38167

Phone: 901-***-****

March 2005 – Present

Customer Service/Sales Manager

February 2006 – Present

• Supervisory responsibility of two additional associates

• Responsibilities acquired in addition to those outlined below: leadership and management of Sales staff

• Recruiting, hiring, and training of Sales administrative personnel

• Trending Sales statistics and setting quarterly objectives for the team

• Managing a direct marketing campaign

• Working with local, regional, and national third-party agents/contractors to maximize profits on each contractual obligation using knowledge of and compliance with interstate, intrastate, and national account freight tariffs

Customer Service Manager

March 2005 - February 2006

• Supervise staff of eight internal administrative associates

• Implemented Customer Service structure from ground level: including recruiting, policy and procedure development, pioneering customer-centered processes to maximize quality, sourcing CRM software application, assisting in development of the software to meet company initiatives within one year

• Manage and oversee quality survey administration and trend statistical data on a monthly basis

• Recruit, hire, and train of departmental personnel

• Set quarterly objectives for the team

• Organize and develop company wide training program in an effort to educate all employees on Customer Service standards, the company's newest initiative

• Provide key decision making on all strategic planning, pre-move, in-transit, storage, and post-move issues

• Establish a strong rapport with customers delivering quality service through each phase of the relocation process

Ronda R. Newman-Champlin

1826 Cashion Cove • Hernando, MS 38632 • Phone: 662-***-**** • Mobile: 901-***-****

Email: *********@*****.*** or *****@***************.*** Page 2

EXPERIENCE

PRIMACY RELOCATION

6077 Primacy Parkway, Suite 300 – Memphis, TN 38119

Phone: 901-***-****

August 2000 - March 2005

Manager of Quality Assurance

July 2002 – March 2005

• Supervise staff of five internal administrative associates

• Manage transferee quality survey process to insure administration to every completed move and assure follow-up is performed on results received with less than satisfactory responses in order to achieve service standards/goals

• Manage bi-annual client quality survey process to insure quality service goals are upheld and improved upon in order to achieve goals

• Administer quality survey sales reports and statistical analyses internally in an effort to trend information thereby determining training/developmental needs both individually and departmentally

• Oversee administration of interim call process to transferees to determine service level at mid-level and assist with resolution in an effort to increase overall service performance

• Serve as liaison between nine regional offices and Senior Management Leadership Team in an effort to achieve company-wide incentive program for all employees

• Goal achievement fiscal 2001, 2002, 2003 and 2004; Bonus achieved

Manager of Sales Administration

June 2001 – July 2002

• Supervise staff of six internal administrative positions

• Manage sales activity/lead status of 13 regional sales offices nationally

• Insure all RFP quotations, proposals and contract requests are completed accurately and timely, assembled and distributed within parameters of submittal deadline

• Oversee quality survey program to insure administration to every completed move and see that follow-up is performed to achieve service results

• Administer sales reports to clients consisting of YTD expenses, budgets, property logs, and referral analysis based on specific client requests

• Serve as liaison between Executive Vice President and 5 regional offices to communicate sales related information

• Manage efforts of all direct marketing campaigns

• Coordinate all sales related activities/meetings/functions

Executive Administration

August 2000 – June 2001

• Hired as temp to perm for initial 90 days of employment

• Manage ACT! Database for field sales force of both Primacy and Armstrong Relocation providing sales leads and marketing programs to drive sales

• Compose proposals/RFPs outlining a list of services for negotiation of bid requests and contractual agreements

• Assist in the development of contractual agreement with clients

• Administer Primacy quality evaluation service to transferees in order to assess service levels (approx. 30,000 moves per year) and provide direction for improvement in specific areas as needed

• Assist with direct marketing promotions in an effort to promote name recognition in the marketplace and maintain increased levels of business

• Promoted to Manager of Sales Administration

Ronda R. Newman-Champlin

1826 Cashion Cove • Hernando, MS 38632 • Phone: 662-***-**** • Mobile: 901-***-****

Email: *********@*****.*** or *****@***************.*** Page 3

EXPERIENCE

WANG’S INTERNATIONAL

4250 E. Shelby Drive - Memphis, TN 38118

Phone: company closed

September 1996 – April 2000

Assistant Buyer, Custom Products

October 1999 – April 2000

• Manage and maintain custom product line through various stages: concept (markets/trends); development (costing/packaging); marketing (customer/industry); and projected sales for standard goods

• Negotiate costs from international vendors and trading companies to meet retail demands of customer

• Purchase all custom items and track production to insure on time delivery of goods

National Accounts Manager, Mass Markets Division

April 1997- October 1999

• Responsible for account management of mass market accounts to insure profitability and market share. Key accounts: Target, Home Depot, Dollar General

• Oversee sales representative for the division in maintaining marginal guidelines

• Generate sales reports and analysis to provide sales projections and accountability of established sales goals

• Goal achievement fiscal 1998; Bonus achieved

SHELBY LTD. (Division of Wang’s International)

4021 Delp - Memphis, TN 38118

Account Manager, Food and Drug Division

September 1996 - April 1997

• Responsible for account management of all food, drug and selected accounts as specified by management

Key accounts: Raley’s, Eckerd Drug, Kroger

• Developed P & L analysis to insure overall profitability and marginal guidelines of the division

• Supervised administrative support for division and established policies relative to promoting better service levels

• Goal achievement fiscal 1997; Bonus achieved

JORDAN COMPANY

4661 Burbank - Memphis, TN 38118

Phone: 901-***-****

October 1994 - September 1996

Sales Manager, National Accounts and Contract Sales

October 1994 - September 1996

• Assimilated sales quotations for bid consultation on housing developments and executed programs of statistical analysis of geographical sales for new product development to establish marketing trends and insure growth

• Established territorial boundaries for sales force, attended trade shows, designed demonstration display materials

• Arranged and supervised photo shoots for preparation of updates catalogs, brochures, and trade advertisements; coordinated printing efforts of the materials

• Configured multipliers for matrix updates in pricing structure, assisted in product development and managed defined marketing strategies

• Supervised division personnel

Ronda R. Newman-Champlin

1826 Cashion Cove • Hernando, MS 38632 • Phone: 662-***-**** • Mobile: 901-***-****

Email: *********@*****.*** or *****@***************.*** References

BUSINESS/PERSONAL CONTACTS

Sandy Hazelwood

Second Presbyterian Church

4055 Poplar Avenue

Memphis, TN 38111

Phone: 901-***-****

Email: *.*********@***.***