Branch & Operations Manager, Client Relations/Customer Service Manager

Dale R. Wilson

*** ****** ******

Easton, PA ****5

Home – 610-***-****

E-mail Address – z62l6x@r.postjobfree.com

QUALIFICATIONS

I am a goal-oriented leader with over 18 years of proven success managing companies in the business refreshment and food service industry. With a strong focus on customer satisfaction, employee & organizational development and operational leadership, my skills will enhance your organization through:

· Superior leadership, team building and motivation abilities. Leading a team in the development of quality service and peak performance, while focusing on responsibilities and commitments. Fostering professional growth through mentoring relationships and focus on training and development.

· An outstanding record of providing significant results in operating efficiencies. Strong strategic and tactical understanding within an organization using excellent skills at managing communication, budgets and processes to achieve the company’s goals.

· Identifying, developing and capitalizing on new business opportunities. Employing an effective and aggressive marketing strategy to promote products & services, enhancing the company’s visibility & image and increasing sales & profitability.

· Successfully forging and maintaining strong business relationships with prospects and clients.

· Strong organizational skills, oral & written communication and administrative responsibility. An ability to perform with a perspective of a competitive and fast-paced business environment. Excellent interpersonal, intuitive and analysis skills necessary to thrive in both independent and collaborative work environments.

EXPERIENCE

August 2007 to February 2010

Compass Group – Canteen Vending Services

Avenel, New Jersey (Metro New York) & Allentown, Pennsylvania

Position – Customer Service Manager (Operations Manager & Client Relations)

Responsibilities –

Responsible for the supervision and accountability of eight route service representatives. Managed route scheduling and service frequencies, ensuring route structures were appropriately set to deliver timely service to the customer. Conducted frequent visits to account locations to ascertain the service integrity of the location and make certain that the vending equipment was properly cleaned and merchandised by the route personnel, while providing a quality vending experience to the customer. Recurrently visited clients face-to-face, maintaining good customer relations and retaining their business.

Established a team approach to managing route personnel, setting high performance standards, while gaining their respect and loyalty. Charged with acquiring daily revenue targets of $13,000 to $14,400 (approx. $3,500,000 per year). Through a restructuring of routes and route schedules, focused on a route’s geographical placement and area of responsibility, I was successful in growing route revenue by 12%, and gained enormous efficiencies among each route.

Entrusted with handling complex customer service issues, with an exceptional ability to promptly resolve concerns, ensure satisfaction, and retain valuable business relationships. Maintained client relations with accounts such as Metlife, AT&T, Prudential, United Parcel Service (UPS), Paterson School District, Tiffany & Company, Johnson & Johnson, ExxonMobil, Merck, General Dynamics, Honeywell, as well as numerous Home Depot, Lowe’s and Kohl’s locations. While at the Allentown branch, responsible for client relations for Lafayette College, Roadway Express, Cigna Insurance, Weston Foods/Stroehmann’s Bakery, and Crayola/Binney & Smith, among other key accounts.

October 1993 to September 1997 & April 2001 to August 2007

Honor Refreshment Services

Bath, Pennsylvania

Position – General Manager

Responsibilities –

Accountable for the profitability and management of all functions within the market center; sales management, customer service/retention, route management, financial management & reporting, human resources management, purchasing and inventory control. Developed and successfully achieved the market center’s business plan, market strategies, financial forecasts and prepared & analyzed reports regarding the financial condition of the business. Developed annual budgeting for cost center, and regularly monitored and managed cost accounting of business segment infrastructure, assets, variable & fixed cost components, as well as responsible for establishing measures to adjust, reduce and coordinate monetary obligations that affected the profitability of the unit.

Responsible for recruiting, hiring and training employees. Supervised the route management process with sales and service representatives establishing weekly goals and reviewing daily sales and gross profit.

Coordinated expansion and successfully opened new business in areas that previously generated little or no revenue. Acquired new vending and office coffee service clients, expanding route capacity and increasing annual sales by 14%. Increased sales by over 45% and profitability by 74% among customers on routes in the Lehigh Valley, Bucks/Montgomery County, Berks County, Schuylkill County, Wilkes-Barre/Scranton, New Jersey and Pocono areas.

Through a partnership with Newco Enterprises, maker of equipment for the office coffee service industry, I pioneered a new vending concept designed for small and medium size offices. Honor Refreshment Services became the first company in the United States to test market the Vista Vend snack vending machine. My efforts with this innovative concept were featured in the March 2006 issue of Automatic Merchandiser magazine. With Vista Vend, we were able to regain previously lost customers with a more suitable and profitable snack delivery system.

December 1997 to April 2001

Phoenix Vending & Food Services/Dyanne’s Catering

Allentown, Pennsylvania

Position – Director of Marketing

Responsibilities –

Solely responsible for the sales, marketing, customer relations/service/retention, and corporate communications for each of the company’s various business segments. Acquired numerous vending, business dining and office coffee accounts totaling over one million dollars in annual revenue. Managed the largest direct-to-store distribution (DSD) route of cold sandwiches and hoagies to convenience stores in the Philadelphia/Lehigh Valley marketplace. In February of 1998, developed the framework to successfully acquire Dyanne’s Catering to provide a synergistic fit into Phoenix’s core business segments, expand services to current and potential customers, and increasing annual revenue by over $500,000. Established a marketing strategy to aggressively promote Dyanne’s Catering through radio and television advertising, publicity, promotions, sponsorships and charitable involvement. Developed valuable business relationships with local chambers of commerce, corporations, business leaders, local media and other organizations where significant business potential exists. Solicited and secured collaborative partners which enabled the company to establish strategic alliances resulting in successfully positioning Dyanne’s Catering as the premier caterer in the Lehigh Valley.

September 1992 to October 1993

ARAMARK (ARA Services/ARA CORY Refreshment Services)

Allentown, Pennsylvania

(a portion of ARAMARK’s business refreshment services was sold to Silverado Foods, Inc. and became Honor Refreshment Services in Oct. 1993, where I became General Manager)

Position – Territory Manager (promoted from position of sales representative)

Responsibilities –

Ensured the continuous growth and profitability of service routes by monitoring and evaluating the quantity and quality of customers attained by the sales representatives. Managed the sales process through a territory/route structure, coordinating route capacity, assessing potential and generating growth to maximize productivity and profitability.

Established sales targets and performance objectives for each assigned route sales and customer service representative. Maintained regular and on-going communications with route representatives, frequently meeting to counsel and assist with specific problems and opportunities and to provide them with recommendations for resolutions to issues. Trained and coached route drivers on sales and merchandising excellence, often conducting workshops to improve operational expertise and to recognize and reward their results. Conducted regular ride-with sessions to work directly with route drivers to resolve problems and achieve sales objectives in the field. Scheduled route coverage, and developed contingency plans for route coverage as needed, to avoid downtime of routes. On a regular basis, I administered re-alignment and route split initiatives to attain route upgrades & development objectives.

August 1991 to September 1992

ARAMARK (ARA Services/ARA CORY Refreshment Services)

Allentown, Pennsylvania

Position – Sales Representative

Responsibilities –

Identified potential customers and established service to clients, fostering cold calling techniques as the primary tool in acquiring new business. Generated quality business and increased the Allentown market Center’s customer base during my tenure as Sales Representative and Manager, while exceeding assigned sales and gross profit objectives.

June 1986 to January 1994

United States Navy (Active Duty & Reserve Components)

Position – Storekeeper (Supply Clerk) and Canvasser Recruiter

Responsibilities –

Performed duties within the Supply Corps, such as requisitioning/procurement, warehousing, inventory management, shipping/receiving, etc. Stationed in Norfolk, VA, Yokosuka, Japan, and Naples, Italy, as well as served on the USS Inchon (LPH 12).

REFERENCES

Personal and professional references available upon request

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