Business/Sales Operations

Helene G. Riccinto

***** ****** **** *****, **** O Lakes, Florida 34638

813-***-**** Home/516-***-**** Cell

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

Executive Summary

Results-driven strategic Senior Executive with a demonstrated track record of success in Operations Management - Business Process - Customer Relationship Management - Business Development. Proven success in managing diverse organizations. Accomplished in increasing profitability through cost reductions, process redesign and the re-engineering of organizations. Developed, supported and implemented new and improved products with an emphasis on improving quality and adding value.

Summary of Qualifications

Customer Relationship Management

•Exceptional skills in driving customer service excellence through communication, process, service level audits and troubleshooting, often working directly with the customer and other stakeholders.

•Known for ability to handle the most difficult of situations with tact, diplomacy and positive outcomes.

Business Development

•Skilled in developing solutions to facilitate the development of new business opportunities, working with the customer to understand their needs and requirements and then presenting solutions.

Business Process Management & Improvement

•Recognized for focus and commitment to improving business processes, eliminating redundancy, reducing costs and streamlining operations on all levels. Experienced functioning as internal and external consultant to operating entities.

Sales Operations

•Extensive experience in developing sales operations strategies, programs, policies, procedures and operating plans to support internal and external sales teams up to 450 people.

•Skilled in identifying process and strategy to improve sales effectiveness in the field as well as in processing and fulfillment. Keen eye for detail; able to find solutions utilizing creativity and insight into business needs.

Accomplishments

•Designed and implemented conversion of Research system resulting in a 56% reduction in headcount from 55 to 24 with over $970k in savings.

•Implemented additional efficiencies and automation, reducing headcount by an additional 50% and increasing automation from 65% to 85%.

•Renegotiated contract with data provider to reduce costs by 50%, saving $252k/yr.

•Designed, implemented and converted to a new Publishing system, resulting in a headcount reduction of 30%, saving over $525k.

•Primary source for concept, development and implementation of successful solo mailing product adding $4M in revenue annually.

Professional Experience

Online Business Jan. 2009 – Present

Land O Lakes, Fla.

Created successful ongoing online business. Handle all aspects of business from design, procurement, manufacturing, marketing, shipping to exceptional customer service.

Move, Inc. Jan. 1999 – Aug. 2008

Plainview, New York

Move, Inc. is the leading online network of websites for real estate search, finance, moving and home enthusiasts, and is the essential resource for consumers seeking the information and connections they need before, during, and after a move.

Vice President of Operations – Welcome Wagon Division

Responsible for managing a $6.9M budget and staff of 60 across 4 departments to deliver direct mail marketing solutions to over 11,000 customers.

Sales/Sales Operations

•Managed sales force on daily basis to provide solutions, offer support, mentoring.

•Designed and implemented policies and procedures to ensure consistency/efficiencies across the sales force.

•Responsible for all communications to the sales force.

•Primary contact for outsource companies utilized for both field sales and telemarketing efforts.

•Developed commission plans and sales contests to ensure increased revenue.

•Developed training materials and curriculum for sales personnel.

•Conducted new hire and recurring training for sales team.

•Responsible for all aspects of Territory Development.

•Assisted in analysis, training and support necessary to open 100 markets.

•Developed and implemented business policies/system requirements/management reporting for sales, finance, marketing, executive management and IT.

Customer Support/Sales Support

•Supported inbound and outbound call center for merchants and sales.

•Merged Sales Support with Customer Support to create a cohesive, cross-trained unit.

•Developed and implemented customer touch-point programs, improving customer retention.

•Established in-house telemarketing team to attain sales/renewals in unmanned territories.

Research/Data Acquisition

•Responsible for acquiring new mover names for pre- and post-move products.

Publishing

•Ensured quality of service and efficiency of all back office functions for Sales including Order Entry, Contract Evaluation, Desktop Publishing, Proofreading, etc.

•Designed and led conversion of gift book product three times over 8 years.

•Involved in conversion from pre-press to digital printing.

•Led department of graphic designers who custom-designed display ads and direct mail products.

•Developed all Publishing policies and procedures to ensure improved operations efficiency and accountability; handled all communications both internally and externally.

•Primary source for design, implementation and conversion of two company websites.

•Published web content for all customers on a daily basis.

Volt Information Sciences 1977-1998

Syosset, NY

Leading Outsource Partner of Yellow Page Production – New England Tel, NYNEX, Bell Atlantic and others.

Operations Manager

Responsible for all back office functions for Yellow Page production including Order Entry, Art Creation, Desktop Publishing and Proofreading. Staff of 75+.

•Member of team responsible for concept, design, development and implementation of system which converted ad creation from manual to computer generated process.

•Managed group responsible for both spec and process color ads for NYNEX.

•Performed quality assurance on new interactive database kiosk system for AT&T, continuing with project, creating graphics, database design.

•Received the NYNEX President’s Award for work with Spec and color ads.

Education

Stony Brook University, Stony Brook, NY

Adelphi University, Garden City, NY

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