Professional Resume

PROFILE OF Mark A. Brown Home: 541-***-**** Cell: 541-***-****

**** ********* ******, ******, ** 97408 ****.******@*******.***

HIGHLIGHTS OF QUALIFICATIONS

A successful 22+ year MANAGEMENT career with a consistent record of leading strategic change, staff development, and technology enhancement initiatives to increase operational efficiency, improve customer service, and grow profits.

Exceptional ability to clarify and communicate desired outcomes, analyze financial, operational, human resource, and market data to plan and achieve profitability, and build teams around identifying natural leaders, complementary strengths, and opportunities to foster cohesive relationships.

An engaging, attentive, and synergistic leader whose warmth, optimism, and effort generates prospective customer interest and inspires staff to perform at their highest capabilities, skill at direction setting and concentration on process and people details lead to innovative and fruitful solutions to problems.

Contributions include:

• Raising the employee retention rate of a busy branch by 150% within two years of taking over as a Manager

• Initiating changes in the customer service call handling system for the Department of Motor Vehicles, resulting in a reduction of average hold time from 90 seconds to less than 19 seconds and a $2.2 million annual savings.

• Dramatically improving service to customers of a software company by revising inventory management system and cutting order shipping time from one week to same day response.

AREAS OF EXPERIENCE

Operations/General Management

Business Development/Profit Plans

Budgets/Forecasts

Financial Statements/Reports

New Product/Service Introductions

Market Research/Analysis

Project Management

Sales Coaching

Distribution/Logistics Planning

Customer Service Management

Technology Conversion Projects

Human Resources Management

Staff Recruiting/Interviewing/Selection

Employee Training/Development

Labor Relations

Employee Counseling/Advising

Payroll/Cost Containment

Performance Evaluation

Systems Development

Facilities Plans/Management

Workplace Safety

Policy/Procedure Development

Computer experience: MS - Windows 98-XP, Mac OS 9 & 10; PICK, HTML; Excel, Word, Access, Outlook, PowerPoint, Publisher, Explorer, PageMaker, and Crystal Report Writer.

EDUCATION AND TRAINING

--- Linfield College, Current – working towards Accounting Degree

MBA Master of Business Administration, Portland State University, Portland, OR, 1996

BA Bachelor of Arts degree in Business Administration (with additional concentrations in Sports Training & Religious Studies), Linfield College, McMinnville, OR, 1982

Additional education: More than 300 hours of workshops and training programs in Human Resources Management, Diversity, Business Planning, Sales, Leadership and Supervision Skills, Business Writing and Grammar, and Advanced Telephony Systems.

Community Involvement: Student Mentor, Guy Lee Elementary School Springfield, OR

MARK A. BROWN

EXPERIENCE

Call Center Director/Facility Manager, Northwest Direct of Eugene, Eugene, OR (2007-2008)

Directing all aspects of daily operations; increasing daily hours from 280 to over 580 per day; improving quality of staff; changing the culture of a workforce of 125; developing systems; creating conditions and establishing practices for constructive staff and supervisor communication and feedback to continually improve sales; establishing and executing staffing plans, corrective action; coaching staff on sales techniques, and reducing staff turnover.

General Branch Manager, SELCO Community Credit Union, Eugene, OR (2005-2007)

Directing all aspects of daily operations, business growth, customer relations, and staff development for a high volume service center with a workforce of 33 averaging 1500+ transactions per day; developing systems (adopted company-wide) to track and improve key performance indicators; creating conditions and establishing practices for consistent, constructive staff and supervisor communication and feedback to continually improve customer service, sales, and operational efficiency; establishing and executing staffing, employee development, corrective action, and technology improvement plans; preparing and managing a $40 million annual budget; providing technical support for voice over IP and other advanced technology systems; coaching staff on sales, customer service, and marketing strategies; introducing enhancements to customer service, such as a fully staffed Spanish language phone queue for Latino customers; exceeding sales targets by 120-140%, while meeting all other performance measures; and reducing staff turnover by more than 150%.

Business Manager/Systems Analyst, Lane Forest Products, Eugene, OR (2003-2005)

Overseeing business office, accounting, and administrative functions for this manufacturing/retail/wholesale distribution company of 100 employees; using various database and spreadsheet tools to track key time, sales, and operational cost indicators; introducing new procedures and technology to improve the speed and accuracy of data collection to assist with strategic business planning and improve efficiency and performance in key areas; improving business information and point of sale systems to create optimal employee work schedules and dramatically speed sales transactions (averaging 20 seconds per transaction); and reducing parts and shop supply shrinkage by $6,000 per year through inventory tracking systems.

Section/Call Center Manager, Spectrum Contact Services/Oregon Department of Motor Vehicles Services, Eugene & Salem, OR (1997-2003)

Leading and influencing the culture of customer and technical support call services for two large organizations and three call centers associated with them; developing and implementing performance indicator and activity reporting systems and tools; initiating cooperative work relationships with 12 peer managers to launch a successful website used by thousands of visitors daily; initiating major improvements in call and customer information handling procedures, resulting in major employee hour savings and dramatically quicker response times; establishing ongoing, practical performance feedback and staff training and development programs; introducing and training staff in new technology to improve service and performance; drafting and managing budgets; negotiating contracts with service partners; and saving $2.2 million in operating costs through streamlining initiatives.

Marketing Director/Administrative Manager, Stronglite Massage Equipment/Hauser Northwest, Cottage Grove, OR (1992-1997)

Managing business planning and development activities for two manufacturers/distributors; analyzing sales forecasts, overhead, and operational needs to form business plans and prepare for purchase of a business; conducting market research and competitor analysis to develop sales and marketing strategies; leading a comprehensive effort to analyze manufacturing and business processes to make recommendations to company executives on profit expansion; and developing and launching a new product line in cooperation with other departments.

Additional experience: Operations/General Manager for software company responsible for growing business from $300,000 to $6 million annually, while overseeing daily operations, P&L; and redirecting the company’s strategic direction; Marketing Manager for a storage media/distribution company, responsible for growing company’s business from $200,000 to $10 million.

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