Customer Service Sales

Robert D. Schuerman

http://www.linkedin.com/in/robertschuerman

Oak Creek, WI 53154

Phone: 414-***-****

*******@***.***

CAREER FOCUS: A “best of the best" Account Sales Manager and Business Development Leader with a passion for maximizing sales while providing a superior service or product. IF YOU WANT STRONG SALES AND SATISFIED CUSTOMERS, THEN I AM YOUR BEST CANDIDATE. .

PROFESSIONAL SKILLS

• Sales (Closing the sale)

• Account Management

• Negotiation

• Initiating Action

• Foresight and Forward Thinking

• Relationship Building

• Managing Contracts

• Self-Starter

• Service minded

• Integrity

PROFESSIONAL EXPERIENCE RDS Consulting

2010 - Present

Provided consultative services to several companies on a volunteer or trade basis. Focus is in revenue growth, increasing and measuring customer satisfaction, develop standardized processes, and increasing revenue from existing customers.

eGate Solutions, Arlington Heights, IL (27,000 employees)

2009 – 2010

Headquartered in Reston, VA, a brand of global Gate Gourmet and publicly traded, eGate provides award-winning electronic financial solutions to airlines and rail companies.

DIRECTOR OF ACCOUNT and PRODUCT MANAGEMENT

Owned, developed, and maintained the overall eGate Solutions program portfolio roadmap, including global marketing product management, marketing product strategy and integration with internal and external applications. Negotiated and mediated to ensure internal/external customer expectations are met. Managed multiple, simultaneous development projects to ensure all timelines are synchronized. Provided leadership to account management team through mentoring, coaching, and assisting with difficult issues/customers. Key achievements include:

• Management oversight of account management team resulted in 100% customer retention

• Created revamped customer launch procedures resulting in staff costs savings of $15,000 per new customer launch

Midwest Airlines, Milwaukee, WI (2000 employees) 2005 – 2009

Headquartered in Milwaukee, WI, privately owned Midwest Airlines employs more than 2,000 team members dedicated to providing the “best care in the air”.

GENERAL MANAGER, INFLIGHT PRODUCTS

Managed design, presentation, promotion, advertising, communication and profitability of in-flight product, including buy on board meals, beverages, and entertainment programs. Created new revenue streams. Developed business processes for inflight products. Negotiated and administered contracts, while overseeing operations provided by multiple parties. Managed relationships with more than 50 vendors to ensure product quality and supply chain program standards were met. Set performance expectations and monitored compliance regarding costs, operational performance, quality and safety. Total direct staff was five, while indirect accountable staff was approximately 300. Key achievements include:

• Launched Best Care Cuisine product on time, under budget and increased sales 17%.

• Reduced departmental costs by $1million per year, or 8% of annual budget

• My Best Care Cuisine program won NUMEROUS prestigious awards 5 years straight.

The Mark Travel Corporation, Milwaukee, WI (1800 employees) 1987 – 2004

The Mark Travel Corporation is the largest privately held travel corporation in North America. As the world leader in leisure travel service, it provides quality travel packages to retailers throughout the U.S., Europe, Australia, Japan, and Brazil.

DIRECTOR, CLIENT SERVICES and GLOBAL OPERATIONS 1999 - 2004

Directed overall operations and sales efforts in Mexico, Caribbean, and Latin America; managed the sales of products offered in-flight and the customer service delivery to our customers in our destinations; managed vendor relationships in all US, Mexico, Caribbean, Latin America locations; provided strategic planning guidance to 15 separate departments, ensuring maximum efficiency with budgets totaling almost $4million. Total staff included 8 managers, and approximately 150+ staff personnel. Key achievements included:

• Revamped contractual expectations of international vendors, resulting in increase of $5-7 million per year to the corporation’s bottom line.

• Created new service process which replaced employees for contractors, resulting in an increased revenue flow of $350,000 per year.

SENIOR MANAGER, CLIENT SERVICES and GLOBAL OPERATIONS

1997 - 1999

Managerial accountabilities included overall operations and customer service in Europe, Mexico, and multiple Caribbean countries; managed the standardization of business processes throughout of network of employee offices and third party contractors; managed 10 separate departments to include creation and execution of program budgets that totaled almost $2million. Total staff included two managers, two supervisors, and 68 staff personnel. Key achievements included:

• Increased operational efficiencies which resulted in reduced per person transaction costs by 24%

• Successfully incorporated one new business unit and two new products with zero dollar increase in departmental costs

• Maintain a 100% success rate in spending within budget across multiple departments

CLIENT SERVICES/ CALL CENTER MANAGER 1993 – 1997

Managerial accountabilities included a 24 hour Traveler Assistance Center; a full service office in Chicago; five remote locations throughout the Midwest and Southeast; oversaw contracted destination representatives and managed customer service throughout Mexico and Caribbean; ensured the consistency of service delivery in all corporate and contractor offices; and the development of the supervisory staff. Total staff included four supervisors and 60 staff personnel. Key achievements included:

• Launched the delivery of a new service style that encouraged creativity of airport representatives and reduced costly complaints by 25%. Each complaint letter cost a minimum of $25 to process.

• Reduced per passenger transaction costs from $.99 to $.79 based on an average of 1.5 million passengers. Overall savings to company was approximately $400,000 per year.

SALES ACCOUNT MANAGEMENT 1987 – 1993

Accountable for the maintenance and sales production of 1000+ retail accounts through development of an aggressive and proactive sales strategy. Monitor competitors’ sales and marketing activities. Key achievements included:

• Increased membership in top producer club from two members to eight members representing a total sales increase of 400%.

• Generated increase in charter flights from six to thirty flights per week resulting in company being recognized as top tour operator in market.

• Developed and implemented sales plan which increased sales in targeted accounts by 36%.

U. S. Army Reserve 1981 - 2003

Final Rank: MAJOR

Held various command and staff positions within the 84th Division (IT). Primary focus of responsibility was operations, which is defined as managing multiple, simultaneous projects. Also responsible for the communication of information to superior and subordinate units on a daily basis using multiple channels.

EDUCATION

• University of Wisconsin – Milwaukee, Milwaukee, WI (1986)

Bachelor of Business Administration, Marketing

• Ripple Effect® Leadership Training

• U.S. Army Combined Arms Services Staff School

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