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Skills

  • Risk Mitigation in Service Operations
  • Operational excellence recognition
  • New business development
  • Team leadership and supervision
  • Regional service optimization
  • Quality assurance in service operations
  • Solution selling
  • Customer retention strategies
  • Sales reporting
  • Business development and planning

Work Experiences

  • Organized sales meetings for the staff to talk about development strategy, best practices, and process improvements.
  • Increased the team's revenue by over $13 in sales.
  • Worked to resolve issues with high-profile customers in order to maintain relationships and increase the number of repeat customers.
  • Initiated new product launch sales and marketing plans, including developing sales, distribution, and media strategies.
  • Increased profitability by utilizing marketing and sales strategies to build pipelines.
  • Met sales and service targets of $10 by leveraging interpersonal communication skills and product knowledge to cultivate and secure new customer relationships.
  • Averaged 3 sales calls closed each quarter.
  • Worked with internal teams and suppliers to assess costs in relation to expected market price points and create structures to meet profit goals.
  • Increased team and company profits by cultivating and strengthening relationships with industry partners and potential clients.
  • Hired, supervised, and coached 8 employees on sales strategies to maximize performance.

Summaries

  • Persuasive brand imaging has a proven track record of growing network connections.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Accomplished service leader.
  • Achieved a 68% increase.
  • Expert in boosting revenue and sales while increasing productivity and customer satisfaction.
  • Achieved a quality rate of 77% in Workday installations.
  • Accomplished service leader, specializing in reducing downtime by 50% through predictive maintenance frameworks, resulting in enhanced reliability and customer satisfaction across the Midwest.
  • Achieved a 76% overall improvement in key regional metrics.
  • Over a 13-year career, I've built a strong track record as a performance-oriented sales leader.
  • Regional Service Director is a multi-talented Regional Service Director who is consistently rewarded for planning and operational improvements.

Accomplishments

  • Directed efforts to expand service operations into underserved areas, achieving a 34% increase in service availability without elevating operational overhead.
  • Devised customer engagement strategies that led to a 18% increase in renewal rates for service contracts across the region.
  • Collaborated with 2 cross-functional teams to enhance vendor partnerships, improving procurement and lowering costs by 17%.
  • Streamlined service operations by adopting Tableau, cutting average response time by 11% across 2 service teams.
  • Championed a customer-first approach across the Midwest, leading to a 45% reduction in complaints and a measurable rise in customer loyalty.
  • Identified service delivery gaps and trained 16 team members to improve response times, reducing escalations by 15% across the Northeast.
  • Developed and implemented a regional service strategy that improved operational efficiency by 85%, reducing costs while increasing customer satisfaction.
  • Negotiated vendor agreements that resulted in system, delivering 4% cost savings and improved service level agreements (SLAs).
  • Engineered new service programs that increased regional service profitability by $6, ensuring long-term sustainability and growth.
  • Coached 2 regional service managers, enabling effective escalated issue resolution while reducing reliance on upper-level management interventions.

Affiliations

  • American Management Association (AMA) Workshops
  • Institute of Service Excellence
  • American Society of Mechanical Engineers (ASME)
  • Jaycees
  • Emergency Management and Continuity Association
  • Association for Talent Development (ATD) member
  • National Society of Professional Engineers (NSPE)
  • Customer Service Professionals Network (CSPN)
  • American Medical Informatics Association
  • Toastmasters

Certifications

  • Harvard Executive Education – Leadership in Service Excellence - 2019
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified in IT Service Management (CITSM) - initiative
  • Project Management Professional (PMP)
  • Certified Public Accountant
  • CompTIA Security+
  • Certified Maintenance & Reliability Professional (CMRP) – Society for Maintenance and Reliability Professionals
  • Certified B2B Relationship Manager - Lakeside Partners
  • Professional in Human Resources (PHR) - framework
  • Lean Six Sigma Green Belt Certification Lakeside Partners

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