CARMEN HIDALGO

** ** *** **, ***. ****, Miami, FL 33130

Telephone: 954-***-**** Email: jniumr@r.postjobfree.com

SUMMARY

Senior Sales Manager & Account Executive igniting rapid and sustainable growth in startup to Fortune 500 environments. Leverages business development expertise, opening distribution channels, negotiating profitable contracts, and forming partnerships and relationships across diverse cultures to seize competitiveness, emerging opportunities, and visibility in saturated and underpenetrated markets.

• Catapulted dormant territory from $100K to $5M in revenue within one year, seizing 10%-15% YOY improvement thereafter by working and motivating local partners across 11 Latin American countries to strengthen foothold and market share.

• Amplified profit 50% in first year and added $2M in revenue for government and US airline accounts, including Continental and USAir, by establishing post-sales accountabilities for local distribution partners including training and inventory requirements.

• Proved vital in landing $64M account with five-year option for CT screening systems with Boeing/Siemens despite initial push-back, renegotiating terms to include equipment maintenance and discounted service repairs for life of contract.

Revitalization Strategist protecting and extending revenue streams by optimizing service delivery as well as recovering and solidifying customer loyalty. Skilled in building and leading peak-performing teams, eliminating inefficiencies and driving organizational excellence.

• Revived account with Transportation Security Agency (TSA), lowering complaints 65% and expanding contracts 35% ($2.5M) with 250+ airports in first year by assuming control of communications, building customer care team, and revamping service response process.

• Avoided quarterly losses, enabling $5.5M revenue recognition by lengthening contract’s service maintenance/repair months with major customer to secure 12-hour system delivery extension.

• Reversed 10% annual revenue losses by formulating, gaining executive buy-in for, and rolling out service group turnaround strategy to launch customer care team; retrained staff members and raised morale to enhance customer satisfaction levels.

AREAS OF EXPERTISE

Major Account Development & Portfolio Management

Strategic Business, Market & Sales Planning

Competitive Analysis, Positioning & Pricing

Contract Negotiation

Market Evaluation, Penetration & Expansion Emerging Consumer Trends & Product Prioritization

Revitalizing Stagnant & Declining Sales

Performance Enhancement & Succession Planning

PROFESSIONAL EXPERIENCE

CELLCRYPT, a startup software company

Business Development & Sales 2011 – present

Delivered immediate and impressive sales results, including developing major partners (across the entire Latin America region) to plan and execute sales plans to introduce Cellcrypt products to the region.

Develop recovery plan for 3 major countries

Key Account Manager for 5 Presidents’ offices and 8 Armed Forces

Strategic Account Development

Identify new venenues for lead generation

CARTA WORLD WIDE, fully integrated financial services company focused on providing business solutions using prepaid processing, MasterCard certified, and mobile phone technology

Business Development 2009 – 2011

Identified prospects in Latin America and Caribbean for startup financial services company, crafting penetration plans and pursuing potential investors and vertical partners; delivered commercial/government presentations in El Salvador and Honduras.

Worked on securing five-year contract for roll-out of national ID card solution to 4 million people with local partner using Carta’s payment processing chip (E-Wallet) for government disbursements; projected to garner ROI in less than two years with ongoing profit thereafter.

Negotiated strategic partnerships in the Dominican Republic and Mexico, garnering investments valued between $1M-$2M each.

L-1 IDENTITY SOLUTIONS, provider of secure identification, utilizing its propietary biometric products and proprietary integration software. L-1 Identity Solutions manages over 30 National ID projects around the world, as well as the US Passport and 90% of State Licenses

Account Executive 2009 – 2011

Devised strategy to obtain contracts in Latin America and Caribbean, generating pipeline of 15+ qualified projects and uncovered $120M contract opportunity in Guatemala in nine months; gained support from US Aid, US Embassy, local congress, and media for bidding process.

Acted as a Service Manager for post sales inquiries.

Conducted local visits to customer sites to determine requirements, needs, perceptions, and develop a recovery plan as necessary.

Established relationships with US Embassy Commercial Attachés in Latin America for support on government projects.

RAPISCAN SYSTEMS, a manufacturer of baggage and parcel inspections systems, metal detectors, automated explosive detection systems, air cargo screening solutions and container inspection systems. Rapiscan Systems has over 70,000 products installed worldwide. 2004 – 2007

Sales Manager – Latin America & Caribbean 2005 – 2007

Assumed control of stagnant territory for manufacturer, sparked $4.9M revenue growth in first year; directed market penetration and business planning across 11 countries, controlled P&L, maintained 90% forecasting accuracy, and led marketing activities.

Forged and managed alliances with government agencies region-wide including Mexico’s Homeland Security, national defense secretary (SEDENA), customs (SAT), and attorney general (PGR); built and supported distribution channels with VARs and vertical partners.

Interfaced with Chile’s sales manager to prevent loss of only account in country (Civil Aviation) and exit unprofitable service partnership; conducted due diligence to identify replacement, which achieved $500K quota in first year with zero risk to territory.

Developed annual business plan for targeted countries, including quarterly updates and bi weekly forecast by product.

Submitted lost project analysis.

Contributed cost analysis data to determine customized product pricing.

Contributed to development of Project Manager responsibilities for high profile projects.

Contributed to site surveys with technical resources.

Established relationships with US Embassy Commercial Attachés and pertinent US government agencies for project support locally. For example in Mexico: Maintain a close relationship with NAS Director.

Contributed to Export Control/License approval process..

Business Development Manager – Customer Support 2004 – 2005

Lifted revenue 35% in customer support, targeting new segments and holding project/account management accountability for major contracts with TSA headquarters, airlines, and Latin American government agencies; supervised two customer care representatives.

Played integral role in crafting customer service website for online ordering, service requests, and claims, cutting 10% of center calls.

Managed service contracts and obtained overall revenue growth of 35%.

Established close business partner relationships with distributors during inventory management/audits, technical training and overall customer satisfaction feedback.

Identified and pursued new market segments.

Conducted local visits to customer sites to determine requirements, perceptions, and incorporated customer feedback into regional service development plans, as required.

Project Manager’s responsibilities for all high profile contracts.

Chairperson responsible to streamline CRM, issue escalation, and service call management processes and procedures.

Customer-centric focus.

L-3 COMMUNICATIONS SECURITY AND DETECTION SYSTEMS, manufacturer of X-ray and CT security screening systems. L-3 Security and Detection Systems is a division of L-3 Communications, a Fortune 500 merchant supplier of high-technology products to the aerospace and defense industry, with annual sales of over $14 billion 2000 – 2004

Customer Care Manager 2002 – 2004

Established and managed the United States Customer Care Group. Lead annual $1.5M service contracts revenue.

Managed daily activities of the Service Development Manager, Latin America and the Caribbean. Developed service clauses for the standard Latin America Distributor Contract template.

Leveraged business infrastructure to increase long-term contracted base, attaining aggressive revenue targets.

Responsible to manage key accounts such as: TSA Headquarters, Delta and American Airlines, Cook County, & Carnival Cruises. Contribute to developed and negotiated Boeing/TSA Service Contract for $ 64 Million per year with a 5 yr option.

Assisted TSA’s TRX Program Manager to develop a relationship with the COTR. Acted as TSA’s TRX Program Manager, until a replacement could be hired.

Conducted local visits to customer sites to determine requirements, needs, perceptions, and develop a recovery plan as necessary.

Contributed to establish new CRM software, escalation, and service call procedures.

Implemented SERVQUAL dimensions to gauge and develop Customer Satisfaction

Service Development Manager, Latin America and the Caribbean 2000 – 2002

Leveraged service capabilities within the region to create business opportunities for Service, and meeting aggressive goals. Service profit sales within the region increased 50% in the first year.

Leveraged the business infrastructure to increase long-term contracted base in the region. Implemented the Distributor Contract for Latin America, forcing inventory levels in-country and certified-trained technicians, allowing faster response time, creating customer satisfaction, and increasing Sales.

Interfaced with Customer Support Management and Sales to build and maintain the service capabilities of the Regional Distributors and Representatives’ Service Forces to attain overall department directives.

Interfaced with key customers such as Civil Aviation Directors, Ministers, and other Government Officials. Responsible to manage and maximize Latin American Government Accounts.

Responsible to managed all USA airlines servicing Latin America. (Delta, American Airlines, Continental and USAir)

Held prior roles as International Inside Sales Representative for AMERICAN SCIENCE & ENGINEERING (1999-2000), delivering presentations to government officials and driving marketing in Central America; International Sales Manager for ECOWATER SYSTEMS LATIN AMERICA (1998-1999), sparking 70% growth by expanding account base from 10 to 25 and increasing leads; Associate Manager for SIGMA INDUSTRIES (1993-1998), negotiating terms with key suppliers, including Harris Corp. and Sun Microsystems, for hardware/software distributor.

EDUCATION

BOSTON UNIVERSITY Boston, MA

Bachelor of Science in Business Administration, major in Finance and Marketing December 1993

LANGUAGES

Native Spanish; fluent English

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