SERVICE SALES EXECUTIVE
(Currently employed - solid record)
OBJECTIVE
Secure a leadership position with a progressive, growth oriented, information technology solutions organization. In this capacity, apply my extensive service/sales experience and dedication to profitable high-quality customer service delivery to further the organizations business and financial objectives.
PROFESSIONAL PROFILE
Dynamic 15-year career in customer service delivery; sales and service management at the local, regional and national levels. Results oriented with ability to drive revenue growth and consistently exceed profit goals. A foresighted and resourceful leader with strong analytical and communicative skills.
PROFESSIONAL EXPERIENCE
$50 Million Systems Integrator of Automatic Identification and Data Collection Solutions
January 2003 - present
Service Sales Executive
• Annual sales quota of $3.4M - Overlay service sales executive to national sales force of 40
• Increased net new service revenue in 2003 by 15% over 2002
• Manage industry network of national and international subcontractors
• Improve outsourcing gross margins by 5% by negotiating reciprocal business relationships
• Negotiate service agreements and develop customer specific contracts
• Develop client specific service solutions, proposals and custom pricing
• Create and demonstrate service solutions through client presentations
• Revitalized old/lost accounts to account for additional growth
Reversed long-standing unspoken hostility between service division and sales division. Educated both divisions reciprocally through periodic oral presentations to each division on business plans and operating procedures. RESULT: Increased product and service sales and improved product knowledge and teamwork.
Launched new product offering for service division. Negotiated new corporate agreement for product support with manufacturer. RESULT: Doubled product and service revenue in one year to $200K.
$50 Million Systems Integrator of Automatic Identification and Data Collection Solutions 2000 - 2003
Western Regional Service Manager
• Oversee revenue streams of $5 million with 50% contribution and 23 reporting (20 remote; 3 In-house)
• Gross Margin Profits - 2000 - 35%; 2001 - 44%; 2002 - 50%
• Managed service deliverables for all service accounts (end user and service resellers for western U.S.)
• Managed corporate depot repair and returns
• Grew corporate depot repair revenue from $800K in 2000 to $1 million in 2001
• Reduced cycle time 50% which improved process expedite return credits to customers
• Develop policies and procedures to analyze, improve and control inventory ordering and stocking levels
• Accelerate efforts to drive trunk inventory stock levels down from $1.4M in 2001 to $300K in 2002
• Human resource planning, develop compensation and bonus plans, inventory management
• Manage $1.2 million project for national and international product rollout for national trucking company
• Manage, schedule and script 700 installations ($100K) across multiple channels
• Manage cost of project to ensure profitability in competitive environment, resulting in 45% contributions
• Coordinated with manufacturer and end user for implementation within environment to ensure satisfaction
• Maintained business and revenue forecasting and planning objectives
• Responsible for cost center summary reports, P&L reports, 10K reports and new and lost business reports
• Supervised service sales division and nationwide service operations in interim position (3 mo. - $12M op. - 60 reports)
Expanded contributions of current resources by utilizing in-house employees on more projects where and when possible. Initiated cross channel training on local levels to improve employee's contributions.
RESULT: Increased productivity 20% and reduced outsourcing 15%.
Uncovered customer's need for real-time on-line status updates on service requests. Arranged multiple customer interviews across multiple users and industries to determine requirements.
RESULT: Improved customer service, created value-add for sales and increase market exposure on web.
Conducted analysis in specific service product offering and determined current model to be inefficient driving degrading margins. Overhauled current, "cookie cutter" approach and introduced new service support model. RESULT: Increased margins and additional revenues of $50K in first six months.
Webmaster for non-profit organization. Played a key role in rolling out the company's new web-site in June 2002. Assisted the IS group in confirming the layout and functional specification met the customer's critical to quality specifications and the companies corporate objectives. Accelerated completion of the on-line real-time service request tracking system into the web-site.
$50 Million Systems Integrator of Automatic Identification and Data Collection Solutions March 2000 - Nov 2000
Account Executive
• Presented end-user and VAR sales models to targeted consumer goods accounts as assigned and probed
• Provide bar coding and data collection solutions with integration services to customer base
• Territory included Arizona, Utah, New Mexico, Texas (Dallas), Colorado & Oklahoma
• Interfaced directly with top-level executives, negotiated high-dollar contracts and coordinated implementation
• Provide consultative sales by performing site audits to produce solutions rather than selling commodities
• Manage key service sales and service reseller accounts and supervised post-sale services and resources
• Reorganized, managed and served as escalation channel for high dollar ($150,000+) nationwide svc agreements
• Improved profit margins in these accounts by an average of 15%
• Generated and negotiated $1,400,000 wireless scanning devices proposal for major airline
• Generated and negotiated $58,000 wireless data collection solution with airline supplier
• Generated and negotiated $36,000 bar code printing solution with national business forms company
$50 Million Systems Integrator of Automatic Identification and Data Collection Solutions 1994 - 2000
Support Customer Engineer
• Manage and operate assigned Arizona territory providing high quality service and support to customer's equipment
• Provide technical assistance for designated products and consulted for more complex or critical systems
• Master vendor distribution channels included Printronix, Zebra, Datamax, Symbol, Intermec and Printek
• Top CE in contract maintenance sales 1999 ($48,000); Top CE in supplies sales 1995 ($60,000)
• Created and implemented new service programs within territory
Led and coordinated implementation of $1M security tracking system for nationwide fast food chain. Wrote installation and customer training procedures.
RESULT: 40% contributions; established springboard for professional services division.
$20M Printing Solutions Distributor
1989 - 1994
Field Service Engineer
• Provide break-fix and installation services to customer base statewide for printing solutions distributor
• Master vendor distribution channels included Printronix, Zebra and QMS
• Service delivery operated under "First In First Out" dispatching scheme
• Responsible for maintaining high levels of customer service to ensure customer satisfaction
EDUCATION
BACHELOR'S DEGREE - Business Administration (in progress)
Accredited University
BUSINESS MANAGEMENT COURSES - CERTIFICATE OF COMPLETION
Community College
ASSOCIATES DEGREE IN APPLIED ELECTRONICS TECHNOLOGY
Institute of Technology
INTERESTS
Golf, Mountain Biking, Camping, Hiking, Fishing
Chairperson and Webmaster for Non-profit Organization |
