Strategic Management Executive with expertise in driving business, increasing bottom-line revenues, customer relations, and efficiency best practices eager to contribute to the success of a progressive company. 

 

Ø  Strong analytical background with the ability to work independently on multiple projects with specialized experience in information management, customer/client service protocols,  financial analysis and budgetary planning, tactical product branding and exposure initiatives, sales and marketing methodologies, operational efficiency practices, conflict management and effective communication techniques, research and data analysis, strategic planning, organization development and change management.

Ø  Comprehensive understanding of the sales, marketing, and customer loyalty arena due to advanced practical training.

Ø  Knowledgeable in all facets of brand building to include policy development and implementation, merchandising, advertising and training.

Ø  Excel in defining and implementing policies, procedures and operational systems that boost productivity, efficiency and quality of the organization.

Ø  Competent leader and mentor who is able to create a team environment, including building collaborative relationships, training peers to perform at maximum efficiency, and the capacity to form cross-functional coalitions in order to ensure knowledge is shared across departmental lines.

Ø  Proven ability to adapt strong process knowledge and technical skills to diverse organization needs.

Ø  Technology savvy with specialized proficiency with numerous applications and platforms including; Apple and Windows OS, MS Office Suite, Dataflo, QAD, CSS.  

 

 

 

 

Ø  Demonstrate dynamic leadership qualities and strong communication skills in successfully steering planning meetings and delivering comprehensive strategies.

Ø  Participate in cross-functional teams to reduce warranty costs and establish high quality standards.

Ø  Collaborate with I.T. to develop dashboard metrics and web-based Call Management Portal.

Ø  Capable of in-depth research and data analysis with the purpose of improving brand awareness and product exposure to various market segments.

Ø  Embrace organization initiatives and mission statement.

Ø  Develop and implement numerous protocols and policies with the purpose of identifying and resolving relevant client issues in a proactive manner. 

Ø  Work to standardize cross-departmental protocols between various departments in order to break down silo mentality and increase knowledge sharing.

Ø  Skilled at managing multiple projects and leading teams in cross-functional, concerted efforts.

Ø  Stay abreast of most up-to-date research and data in order to offer most viable services to client base. 

Ø  Provide staff support and mentoring whenever necessary.

Ø  Resolve issues quickly through careful data analysis including technical and functional information.

Ø  Actively collaborate with multidisciplinary teams and departmental resources to optimize training efficacy.

Ø  Contact regular and prospective customers to demonstrate products, explain product features and benefits as well as solicit orders for procurement.

Ø  Consult with clients after sales in order to resolve problems and to provide ongoing support.

 

 

 

 

Director of Customer Service and Sales Administration, Dacor                                      2008-Present

 

  Primary responsibilities include comprehensive oversight and management of In/Outbound Call Center.

  Established and maintained service levels from 3% to 5% (Abandoned Calls, ASA, ACW.)

  Streamlined processes and procedures to increase efficiencies and reduce bottlenecks.

  Worked with IVR consulting firm to improve phone menu scripts and call flow management.

  Developed part price matrix to support customers and generate revenue through call center.

  Cross-trained Sales Administration Coordinators to triage during peak phone volume seasons.

  Created decision trees and basic scripts for CSR s to reduce training times and increase customer support.

  Implemented rewards and recognition program for CSR's based on service level performance.

  Promoted product upgrade sales in lieu of product replacement returns.

Sales Administration Manager, Dacor                                                                                       2004-2008

 

  Primary responsibilities included management of complete flow-through process of sales orders generated through 1,300 Dealer Network and external field staff.   

  Managed 10 direct reports (9 Sales Coordinators, 1 Lead) to support Dealer Network and DSM s.

  Managed departmental budget forecast and expenses using the Enterprise Reports System.

  Held monthly staff meetings for product updates, sales promotions, and departmental procedures.

  Promoted and developed subordinates through constant coaching and mentoring.

  Regularly updated job descriptions and departmental policies and procedures.

  Worked with 3^rd Party EDI providers to comply with large dealer order fulfillment requirements.

  Coordinated pricing updates on finished goods products with Sales and Marketing.

  Frequently posted Product News Updates on Business Intelligence Portal for field sales.

  Collaborated with Sales Executives on increasing B2B and internal field sales support and services.

  Worked with external system programmers to develop on-line ordering system for B2B partners.

  Developed and implemented new RMA policy and procedure for dealer network and field sales.

  Provided Executive Staff with monthly bookings and shipment forecasts based on run rates and backlog.

 

Sales Administrator Supervisor, Dacor                                                                                   2001-2004

 

  Primary responsibilities included directly assisting and supporting strategy and transition from Distributor-based distribution channel to Dealer Network distribution channel.

  Supervised Sales Administration Department and administered BI-annual performance reviews.

  Published monthly RMA and Co-Op Advertising reports.

  Conducted regular procedure and product-based training events for direct reports.

  Worked closely with I.T. staff to improve systems and processes including successful implementation of new ERP system (MFG-Pro) within six-month time period.

  Trained remote warehouse personnel on in-house systems to improve order fulfillment process.

  Ensured department call center volume was met using the Avaya CMS system.

 

Sales Administrator Coordinator, Dacor                                                                                 1998-2001

 

  Primary responsibilities included implantation of programs to significantly increase sales revenues.

  Entered Sales Orders, updated shipments, generated invoices, processed RMA s, and issued credits.

  Provided dealer network with order status and product availability support.

  Handled high volume inbound/outbound calls from dealers and District Sales Managers.

  Reconciled monthly system and quarterly physical inventories.

 

Earlier Experience

 

- Account Executive Assistant, Fasano and Associates

 

- Media Assistant, Action in Advertising

 

n Bachelor of Arts, California State University

n Degree Certification C Business Management, California State University

n Specialized Coursework C Ethics and Leadership, Training in Strategic Planning, The 7 Habits of Highly Effective People

n Workshops and Seminars C Finance and Accounting, Human Resource Fundamentals, Wage and Hour Laws, Policies and Procedures, Management and Supervision

n Fluent C English and Spanish