Sales Customer Service

JONN HANCE

** *** **** ****** ***** 716-***-****

Williamsville, New York 14221 E-mail: ******@*****.***

SUMMARY OF QUALIFICATIONS

Results focused sales training professional that drives employee development by utilizing exceptional relationship building, communication, and motivational presentation skills. Background includes:

• Sales Training • Staff Evaluation • Coaching

• Curriculum Design • Change Agent • Strategic Planning

• Training Facilitation • Management Development • Team Building

Dynamic individual who consistently exceeds individual and team goals while excelling in challenging and international environments with a strong focus on the needs of the employees and customers.

PROFESSIONAL EXPERIENCE

BALLY TOTAL FITNESS Amherst, New York 1990 – July 2009

National Commercial Operator of health clubs offering full service fitness facilities.

Sales Training Manager (1997-July 2009)

Recruited, trained, and mentored sales employees ranging from entry to executive level positions on a national and international level. Focused on development of personnel ensuring the attainment of company’s goals.

Created, developed and implemented Customer Service training course company-wide.

Created, developed and implemented New Employee Orientation company-wide.

Conducted training assessments and evaluations to improve employee learning process.

Designed 86 page company sales training manual resulting in nationally standardized sales process.

Conducted teleconference and web-based learning for regional supervisors thereby reducing class-room time.

Mentor trained 5 new company trainers over 3 years increasing national training team.

Created 135 page Product Knowledge manual for educating national sales force increasing product knowledge 84% over one year.

Created, developed and taught 14 unit Management Development Course for General and Regional Managers contributing to the promotion of 7 General Managers from my region.

Conducted one-on-one observation and coaching of sales employees and General Managers.

Created and developed Recruiting and Interviewing workshop for General and Regional Managers.

Service Supervisor (1993 -1997)

Effectively managed service department of international multi-club region. Utilized successful sales management techniques and achieved yearly revenue goals through consistent follow up and coaching.

Recruited, hired, and trained area service department personnel for twelve-club region.

Increased staff by 197% while maintaining strict standards ensuring the growth of department.

Taught product knowledge curriculum to all levels of staff resulting in new revenue growth.

Service Manager (1990 - 1993)

Managed club service staff resulting in increased revenue growth of 240%

EDUCATION

State University of New York at Brockport

Bachelor of Arts – Education

Member of American Society of Training and Development

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