yyyyyy x. yyyyyy
senior level business operations management professional
client relationship management / process improvement / strategy development
highly accomplished business operations management leader with expertise in driving critical business solutions and managing high profile clients in a competitive environment. exceptional success in building high-performance sales teams with the ability to drive growth and overcome economic challenges. eager to assume a position that will allow me to maintain complete accountability and ownership for profit and loss, key performance indicators and strategic development.
w business analysis & process improvement
w cultivate internal & external alliances
w strategic planning and execution
w cost control/p&l/budgeting
w key performance indicator development
w benchmarking against goals
w lean and six sigma practitioner
w printing technology expertise
w training, mentoring & team building
w quick to foster confidence
w committed to organization & clients
w persuasive & effective speaker
standard register company, tampa, fl (2007 to present) - account executive
w drive business development and relationship building efforts to capture new account activity for a $900mm operation; significantly exceeded quota in the first year, resulting in president s club status for sales excellence.
w secured a lucrative client network in the financial services and manufacturing industries through strong expansion efforts.
w created a strategic alliance with a banking software provider to promote the sale of standard register products, gaining an additional $250k in new revenue, and re-established a productive business relationship with the home shopping network, securing $150k in annual sales volume.
hillsboro printing company, tampa, fl (2005 to 2007) - client relations manager
w generated new client relationships and developed existing relationships to drive improvements in sales and revenue performance.
w developed a new order processing system to reduce cycle times and ensure timely project delivery.
w created a high performance csr team that effectively managed estimation, pre-press activities, job planning and customer service functions to drive business goals and increase customer satisfaction indicators.
w established process improvement teams to identify and correct deficiencies, and developed new kpi s to measure and benchmark performance goals.
thomson-west, eagan, mn (2004 to 2005) - prepress/ digital print manager
w leverage expert analysis and insights to lean approach and team empowerment methods to drive organizational improvements and instill best practices for an $8.7b digital print operations, oversaw 7 management and 85 production team members.
w created new operations sop s and implemented targeted corrective action procedures to reduce rework costs by $75k and remakes by 2%.
w introduced an employee cross training program that increased production and performance results.
w implemented a new electronic workflow processes that increased customer satisfaction and led to a significant reduction in overtime costs.
rose printing company, tallahassee, fl (2003 to 2004) - plant manager
w provided operational and lean production expertise to reduce operations costs by 17% and increase net income by 138% for a $15mm printing organization.
w spearheaded efforts to implement kpi s to drive operational excellence and provide a benchmark for performance goals.
w created a new order entry system to enhance communications flow, increase accuracy, and allow for more accurate tracking and follow-up for customer orders.
moore north america, temecula, ca (2002 to 2003) - general manager
w provided oversight and leadership for a $25mm pfs facility; created strategic alliances with high profile clients to develop a sow processes that resulted in more cohesive operations, improvements to delivery timelines, and a higher level of customer satisfaction.
w through assertive cost containment initiatives, reduced operations costs by $300k, and delivered over $8mm in bottom line profits.
w integrated $9mm in technology upgrades to improve production capabilities, and re-aligned staff responsibilities to maximize individual performance in support of organizational growth.
von huffman graphics (formerly bawden printing), eldridge, ia (1982 to 2002)
account executive (2001 to 2002)
w selected by senior management to drive sales volume and brand awareness in an underperforming region.
w led the region to a 47% increase in overall sales through targeted business development and client needs analysis strategies, secured over $1.5mm in new business.
customer service director (1999 to 2001)
w gained promotion to director level, and provided direction for a division comprised of 70 representatives located in 3 separate locations.
w through aggressive process analysis and improvement strategies, led the automation of customers service activities through the implementation of the primac system, which allowed for a $150k reduction in labor costs, and increased accuracy and effectiveness.
w managed escalated customer complaints, interacted with clients to increase satisfaction level, and supported sales efforts by providing customer service and resolutions as needed.
customer service manager (1982 to 1999)
w led day to day operations activities for a customer service department that grew from 10 to 25 employees; tasked with providing outstanding customer service in a high volume order environment with sales that increased from $20mm to over $55mm within 8 years.
w integral in driving the iso 9002 certification process by contributing well written work instructions.
w streamlined business processed and introduced new technology solutions that reduced overtime and improved efficiencies.
st. ambrose university, davenport, ia
bachelors of elected studies; concentration in business administration, cum laude
iso 9002 certification
six sigma c yellow belt
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