N.A Manager Resume Example
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N.A MANAGER
Summary
Highly motivated inside/outside sales support leader with fifteen years' experience in multi-language inbound/outbound/lead generation/service activities including: field service, dispatch, account management, customer support, strategy development, global project management, international hardware/software sales and business system implementations. Repeated success driving sizable cross-functional teams in the launch and utilization of leading edge technology; setting record breaking sales. Combination of broad business acumen, technical depth and ability to recognize client needs with a consultative approach. Expert presenter, negotiator and business person able to forge solid relationships with strategic partners and build consensus across multiple organizational levels. Fluent in English and Spanish. MBA in management and available to travel or relocate as needed.
Skills
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Experience
N.A Manager, 07/2014 to CurrentRockwell Automation, Inc. － Jacksonville , FL
- New product introduction: hardware/software point of sale and services delivery.
- Best practice process creation, improvement and execution.
- Customer survey net promoter score workflow creation and management.
- Industry resource on software and hardware training and development.
- Core Accomplishments Operations Management:.
- Managed Global inside sales, field support and account(s) order management through call center service operations for over $325M in revenue.
- Handled multiple business database, customer relationship management and voice over IP tele systems implementation programs through center of excellence leadership responsibilities on a global scale.
- Fiscal Management:.
- Grew Latin American inside sales and client support market by $10M by expanding call center operations to include bilingual inbound sales support and outbound lead generation.
- Regained 15% lost opportunities through the introduction of customer surveys, best practice benchmarking and call center metrics monitoring.
- Program Management:.
- Trained 300 channel partners on web based system implementation for immediate opportunity visibility and rapid sales close cycle.
- Successfully implemented 3000 POS software conversions for US Chevron upgrade program.
- Staff Development:.
- Launched professional development course series for global divisions.
- Mentored and coached employees resulting in a 20% increase in ASA, abandon rate, and return to queue call center productivity.
- Standardized KPI metrics through the creation of automated database reporting across 5 global divisions.
- Business Development:.
- Created net promoter score customer survey criteria to gain customer insight and capture market share.
- Established and managed dedicated partner relationships on a regular basis.
- Developed new marketing strategy which increased customer base by 23%.
- Unify global order management teams across 5 regions for Big Machines New Equipment and Documoto Aftermarket Parts systems implementations.
- Migrate call center services for VOIP capabilities and assess Salesforce CRM opportunities for quote conversion, buying preference assessment and claims resolution.
- Integrate Customer Care, Inside Sales for new equipment/ aftermarket parts and site service sales agreements.
- Identify demographic sales trends on all product lines to promote incremental sales growth and identify new business opportunities.
- Provide virtual and onsite sales channel partner training to set global benchmarks and increase customer satisfaction.
- Document and maintain policies and procedures compliant with business ISO standards and exceed global KPI metrics.
- Set production priorities through product mix dash board ratios.
- Drive continuous process improvement through waste elimination and best practice benchmarking.
- Prioritize overall business initiatives through the voice of the customer to enhance productivity and increase revenue growth.
Commercial Operations Leader, 11/2010 to 07/2014Touro － New Orleans , LA
- Accountable for global(bilingual) inside sales, order management, and call center services for multi-million dollar hardware, point of sale software, and aftermarket parts revenue channel growth.
- Responsible for measuring and improving overall metrics: including customer satisfaction, business process implementation, training and compliance documentation, upselling, opportunity cost, returns, competitor analytics and new service offerings.
- Collaboration with outside sales, engineering and graphics resulted in 20% productivity and sales increase.
- Defined inside sales strategy and business plan for Oracle, Salesforce, Big Machines and VOIP implementations across 5 global operating units.
- Developed and directed sales plan for launch of new product that became #1 in the market place within11 months.
- Surpassed revenue targets in nine consecutive quarters.
- Strengthened company's business by leading implementation of claims process.
- Executed cross-functional reporting initiative to achieve bottom line growth.
Manager, 08/2002 to 11/2010Dresser Industries － City , STATE
- Responsible for domestic and export CRM tool and call center management across multiple product lines in varying time zones.
- Built strategic alliances with Malmo, China and Brazil divisions to strategize call center and web based lead generation.
- handoffs between global portfolios to minimize competitor take aways.
- Increased profits by 30% in an economic downturn by restructuring the call queue channel flow.
- Initiated program that standardized employee training and led to increase in customer satisfaction by 12%.
- Coordinated roll out of Discoverer software solution for streamlined sales reporting/dashboard visibility.
- Trained, coached and mentored staff to ensure smooth adoption of new program(s) and service offerings.
Director, 06/1991 to 07/2002F.A.S. Enterprises － City , STATE
- Reduced and controlled expenses with CRM implementation and tele system standardization.
- Redesigned inside sales incentive plan which motivated staff and resulted in a 23% increase in sales.
- Strengthened company's business by leading ERP implementation.
- Served as mentor to junior team members and Increased profits by 15% in one year through restructure of outside sales territories and inside sales support.
- Built financial model for new business unit(s).
- Penetrated Latin market by expanding call center queues with bilingual talent.
- Defined strategy to penetrate European market with 5 year financial growth plan.
- Implemented strategy and business plan for trade show marketing resulting in 10% sales growth.
Education and Training
MBA:Management,2008Saint Edwards University － City, StateManagement
Bachelor of Arts:Spanish,2002Texas State University － City, StateSpanish
Skills
administrative, streamline, benchmarking, Business Development, business plan, business process, call center, hardware, computer training, conversion, customer relationship management, CRM, client, customer satisfaction, Customer Care, client support, database, delivery, documentation, employee training, ERP, financial, Fiscal Management, functional, graphics, Inside Sales, ISO, Latin, leadership, marketing strategy, marketing, market, mentor, negotiations, networking, new business development, Operations Management, Oracle, order management, outside sales, policies, POS, presentations, process improvement, Program Management, reporting, selling, sales, sales plan, sales reporting, sales and support, sales support, Salesforce CRM, CRM (Salesforce, SAP, Staff Development, strategy, strategic, strategic alliances, surveys, upgrade, voice over IP, VOIP, workflow
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Resume Overview
School Attended
- Saint Edwards University
- Texas State University
Job Titles Held:
- N.A Manager
- Commercial Operations Leader
- Manager
- Director
Degrees
- MBA : Management , 2008
Bachelor of Arts : Spanish , 2002
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