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yyyyyy x. yyyyyy                                                    4 henry s mill drive, berlin, md 21811

xxx-xxx-xxxx

                                                                                                                                               abc@xyz.com

objective

highly experienced customer service management professional eager to contribute expertise in personnel management, process improvement, training, problem resolution and communications toward supporting the employer in optimizing operational performance as a key team member.

 

career profile

ø  over 20 years of both regional and national management of customer relations and sales expertise.

ø  strategic planner with firm comprehension of corporate goals and intents.

ø  highly-refined affinity for excellent relationship-building; skilled at maintaining inter-department communication capabilities in support of delivery of superior customer service.

ø  talent for creating and implementing corporate policy structures and pronouncements.

ø  strong proficiency in financial concerns, including preparation of annual profit plan and managing reduction of receivables by 12%.

ø  held departmental p&l responsibilities, working with other departments to assist in budget control.

ø  accomplished manager of strong, client-focused teams; oversee hr functions of interviewing, hiring, managing and mentoring personnel.

ø  in-depth experience in sales management and business development; developed and implemented merchandising and marketing plans and represented company at numerous venues.

ø  college-level coursework and professional training/semiars.

 

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professional experience

peninsula oil & propane, seaford, de                                                                                           2008 - 2009

customer service manager

       assembled/developed productive staff to increase productivity and output in accord with corporate objectives.

       created a best practices booklet based on corporate software management to assure accuracy of data entry and to be utilized in employee cross-training.

       collaborated with sales representatives to uncover additional opportunities in regional markets; developed process of tracking incoming calls, leading to preparation of analytical data utilized for new account growth.

       assisted the credit department with delinquent accounts and other assorted issues.

       worked diligently to remove various barriers to process improvement through focus on training and identification of customer issues that impacted overall satisfaction; assisted in resolutions.

 

delmarva oil propane, the wills group, salisbury, md                                                                   2000 - 2008

customer service manager

       developed incentive-based programs to boost employee motivation and productivity.

       effectively communicated and coordinated with other departments to ensure proper customer service.

       managed $2.5mm in a/r and slashed outstanding balances in each accounting period by up to 12%.

       reduced company wireless expenses by over $10,000 without any loss of service.

       oversaw new hire orientation as well as staff management; worked closely with hr to ensure all documentation was completed and processed correctly for new hires, current employees and any terminated personnel.

       upgraded act! sales software to develop account database, schedule sales appointments, track sales and perform follow-up; additionally trained personnel in use of company software, factor.

       responsible for department s p/l and worked with other departments to control their budgets.

 


yyyyyy x. yyyyyy

page two

 

pepsi-cola bottling company                                                                                                        1991 - 2000

sales manager (1995-2000)

       with four direct reports, managed sales team of 22 personnel (hourly & commissioned, union/non-union), establishing daily/monthly goals while monitoring expenses; paid particular attention to labor costs.

       held responsibility for development of annual package sales, submitting to gm for approval.

       conducted market analysis to determine customer needs, competition strengths/weakness and other relevant information needed to develop plans for growing market share.

       coordinated sales calls with corporate and senior buyers for all large-scale accounts.

       developed and executed plan-o-grams and display resets.

       administered bulk truck deliveries and maintained inventory control for distribution center.

       synchronized national franchise companies marketing programs with local objectives.

       managed all sales activities by hosting hospitality tent for dr. pepper organization at dover downs speedway; voted best all-over tent by dover downs speedway.

 

route manager (1992-1995)

       comprehensive responsibility for seven sales personnel in harford county region; ensured timely account servicing and distribution of all company products.

       ordered point-of-sale material and marking equipment; oversaw inventory control of merchandising equipment and materials.

       assessed personnel performance and made recommendations to senior management.

 

merchandiser (1991-1992)

       built displays, set up store shelves and coolers to company standards and performed other merchandising duties as needed in region.

       assisted with relief route salesmen duties when required, ensuring uninterrupted service to accounts.

       handled all company vehicles, including those requiring cdl with class b air brake endorsement.

 

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education

southern maryland community college

general studies

 

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training/licensure

beacon consulting

coaching support for sales process

 

university of maryland (mfri)

volunteer fire fighter

 

cdl-class a license with class b air brake endorsement

 

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awards

pepsi-cola company

top sales coordinator

 

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earlier experience

prior to working with pepsi-cola company, was foreman-maintenance of way, for patapsco back river railroad in sparrows point, md.

 

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