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General Manager of Sales and Operations
Senior
Management Professional demonstrating practical experience in a diverse
range of sales and marketing management principles including Total
Quality Management in selection, training, and retention of quality
employees producing exemplary rated customer service teams. Skilled
communicator at all levels, with a talent for coaching and developing,
creating a culture of success, attaining buy-in and empowering
individuals and teams to meet and exceed organizational goals.
Professional Strengths
Sales
Management Organizational Development Team
Development
Policy
Development Training Material Development
Training Management
Profit
/ Loss Responsibility Inventory Management
Loss Prevention
Strategic
Planning TQM Intrinsic Motivation
Selected
Achievements
Entrepreneurship- Launched/Developed/Managed start-up of energy management company.
Established, implemented policies and procedures, budgets, hired all staff,
trained all staff, and developed marketing campaign. Successfully learned
what it took to start a business from nothing. Negotiated
turnkey product installation for with 50% profit margin. Negotiated 100% free financing for clients.
Organizational Development - Reorganized/Budgeted/Implemented/Trained policies and procedures and
marketing of wireless telecom products business. Identified new agent
niches and reorganized the area’s business. Dramatically reduced
expenses, by eliminating unnecessary processing and developing new protocols. Produced and implemented new commission
tracking protocols to reducing payment turnaround of agent commissions.
Sales Management - Developed lowest ranked team to #1 team regionally, (#16 out of 4900
nationally). Won every award offered by company. This was accomplished by
providing quality and relevant sales trainings, goal coaching, setting, and
follow-up, daily performance measurement, rewarding good performance, and
eliminating poor performers from the team.
Team Development - Tripled agent base in first eighteen months. Demonstrated ability to
attract and retain talented people by creating an environment of cohesiveness
and camaraderie. Created a short term incentive for new agents and put an agent
retention team in place to enhance short term production. It was found
that once new agents began making money; momentum would help carry the new
agent on to success. The retention teams remained in-tact and
transitioned to impact other locations.
Profit/Loss
Responsibility - Reorganized operations Reduced overhead, eliminated unnecessary
employees, discontinued unprofitable product lines, implemented new policies
and procedures, budgets, marketing campaigns and identified new customer
opportunities. Saved region $100,000 per year on armored car pick-up by
negotiating contract for all locations. Made recommendations that were
accepted by upper management to eliminate redundant customer service positions
saving $1.2 million dollars per year in the region.
TQM Management - Keeping customers happy by over delivering on what is promised has been
a career hallmark. This is done by creating an understanding in all work
teams that continued customer satisfaction is the reason their position
exists. In 1999 a business customer spending $500 per month had equipment
issues. The equipment was 6 months out of warranty. The customer
indicated that she did not want to sign any additional contracts at that
time. The repair cost was $200. I decided to pay for the repair out
of my budget. By the end of 2007 this customer was billing $13,000 per
month. The $200 is the only extra concession that was ever made for this
customer.
Intrinsic Motivation - Learned early that happy people produce more. Keeping them happy
involves fare, private and quick discipline, loud and public praise, goals that
can be spoken in one breath. In other words, simple applied management.
Training Management - Developed training programs and materials that speak to the heart of
work issues. Examples of training materials created and trained are “The
14 Steps to Selling” and “It’s the Approach Not the Effort”. In order for
training to be effective, even for highly developed employees, training must be
interesting and entertaining.
Policy Development - Eliminated asset management policies that were irresolute and replaced
those policies with clear detailed procedures to ensure loss prevention and
quality delivery of services at the same time. Inventory left by
customers for repair would sometimes get lost necessitating replacement at my
location’s expense. By developing an inventory tracking protocol and
spreadsheets, lost customer owned products were eliminated.
Inventory Management - Managed up to $1M in inventories with quarterly losses measured in
single digit dollar amounts by setting up inventory control procedures and
placing one sub-team in charge of managing these assets. This reduced the
number from 50 people to 4 people touching unsold inventory. It also
increased the accountability of the people managing the inventory.
Regional inventories were short by $3,000 to $4,000 per quarter, while our
inventory was short $7 to $20.
Experience
GENERAL
MANAGER
|
1997
– 2007 |
Verizon
Wireless, Inc., Dover, Delaware
|
|
SALES
MANAGER AGENT/FRANCHISE/DEALERSHIPS
|
1995
– 1997 |
Comcast
Cellular One, Inc., Dover, Delaware
|
|
SALES
MANGER
|
1987
– 1995 |
Radio
Shack, Inc.,Dover, Delaware
|
|
ENTREPRENEUR/OWNER/OPERATOR
|
1984
– 1987 |
| Action
Services, Phoenix, Arizona |
|
Education
Master of Business Administration, 4.0
GPA, American InterContinental University, Hoffman Estates, IL
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