Manager _Sales Initiatives_

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Manager _Sales Initiatives_ Powered By Docstoc
					                                           Devin Saunders
                                            604 Harmony Lane

                                          Pleasantville, CA 94588

                                              (925) 555-1234



                                              MANAGER
                 ADMINISTRATION • CUSTOMER SERVICE • BUSINESS DEVELOPMENT



Seasoned manager, expert in harnessing the power of teams to innovate, resolve issues, commit
to greater productivity, and consistently deliver “red carpet” service. Multi-industry career
experience coupled with strong technological know-how, is underscored by a tradition of
building revenues, boosting the customer experience, and presenting realistic and cost-effective
solutions that endure throughout the short- and long-term. A “no fanfare,” self-directed leader;
direct, respectful, and welcoming of others’ contributions. Enjoy brainstorming the merits of new
ideas, establishing a direction, and proceeding with resolve. A quiet achiever, encouraging
mentor, and decisive problem-solver.

                                     Professional strengths include:



     Relationship Management             Revenue Growth                 Team Leadership

     Project Management                  Market Expansion/Planning      Business Case Development

     Cost Reduction Initiatives          Contract Negotiations          Corporate Communications
     Business Needs Analysis             Expenditure Controls           Strategic Planning
     KPI Development/Monitoring          Call Center Management         Technology Sales &
                                                                           Marketing
      Process/Productivity               Collateral Knowledge
      Improvements                                                        Agency Management



                                   ACHIEVEMENT HIGHLIGHTS


Human Resources Management

    Cut chronic staff absenteeism to zero; with “all hands on deck” and improved communications,
     departments across the company offered challenging and interesting project assignments.
    Devised custom action plans to help staff meet established objectives—an inventive scheme
    that built staff confidence and instilled a desire to excel and progress.


Process Improvements

  Slashed database-form processing errors from 80% to zero; a turnaround that boosted
  productivity and enhanced the customer experience.
 Cut network rollout processes by 40%—a measure that simultaneously hastened the flow of
  revenue.


Revenue Contributions

 Won $10M in bids by introducing a mobile telephone fleet-audit process for major customers.
 Turned around a $15 million target deficit to $10M target surplus in just 5-months.
 Revived $6M P&O mobile telephone account poised for cancellation.
 Consistently surpassed weekly sales targets by 200% for the Thomson Group.



                                EMPLOYMENT SNAPSHOT


OPTUS                                                                               1999–Present

Manager, Sales Initiatives Management                                               2002–Present

Telebusiness Manager                                                                   2000–2002

Telebusiness Sales Specialist                                                          1999–2000



THOMSON GROUP, New Zealand/Australia                                                   1993–1996

Marketing Account Manager, Australia                                                   1996–1998

Retention Coordinator, Australia                                                             1996
Retention Coordinator, New Zealand                                                     1993–1996



RESERVE BANK OF NEW ZEALAND                                                            1985–1993

Printing Consultant


PRIOR ENGAGEMENTS
 Customer Service/Printing: Baylellys Allprint
 Bookbinder: Whitcoulls
                               EXPERIENCE NARRATIVE


OPTUS                                                                               1999–Present

Manager, Sales Initiatives Management                                               2002–Present

Confronted upon promotion to an operation in need of turnaround. Declining staff morale,
erroneous procedures and systems, and increasing customer dissatisfaction indicated that
immediate action was critical to restore the team’s purpose and long-term vision, and restore
the company’s reputation among its customers.

Immediately instituted a day-long meeting to address issues. Established an action plan and won
staff buy-in for a 30-day deadline to achieve the turnaround. Conducted one-on-one staff
coaching sessions, performed an audit of work processes against revenue achieved, and
launched customer telephone surveys that linked dissatisfaction with service deficiencies.

Results were swift and impressive:

  Transparent communications and an open management style spearheaded a revolution in staff
   attitude. Confident that individual voices would be heard and management were now receptive,
   staff volunteered new, often valuable ideas for process improvements and generating revenue.
  Slashed database-form processing errors from 80% to zero; a turnaround that boosted
   productivity and enhanced the customer experience.
  Relieved long-term conflicts between staff addressing and mediating issues.
  Cut chronic staff absenteeism to zero; with “all hands on deck” and improved communications,
   departments across the company offered challenging and interesting project assignments.
Key Contributions & Results:

  Cut network rollout processes by 40%—a measure that simultaneously hastened the flow of
  revenue. Analyzed network rollout delays, determining that assumptions between clients’ IT
  divisions and Optus had led to acceptance of information at “face value.” Introduced process
  for conducting a telephone
 Won $10M in bids by introducing a mobile telephone fleet
 Pioneered simple, yet effective initiative that cut delays to carriers by an estimated 30%.
  Standard ACC-produced “inter-carrier telecommunications” form showed only one contact
  name for each site. Built convincing case to alter form so that two names and mobile numbers
  could be entered, thus cutting unnecessary network rollout delays when the key contact was
  absent or unavailable.
 Fast-tracked an EFTPOS network project set to transfer key merchants from Telstra to
  Optus. Championed initiative that encouraged merchants to perform minor installation works
  onsite—allowing 90% of the network online in the first month, and enabling Optus to achieve
  full revenues by the third month.


Telebusiness Manager                                                                  2000–2002
Promoted to a line-management role with a conviction that deficiencies stemming from
ineffective work practices, lack of employee recognition, and inadequate training could be
quickly overcome with a series of procedural and human resources improvements. The theory
that “if the staff are content and enthused, sales will follow” was proven.

   Quizzed each team member individually; offered performance feedback and weekly one-on-
   one coaching, and established an incentive-based forum for discussing methods to achieve
   career professional goals. Devised custom action plans to help staff meet established
   objectives—an inventive scheme that built staff confidence and instilled a desire to excel and
   progress.
  Independently sourced opportunities to deliver increased revenues via the telebusiness division.
   Collaborated with sales teams in key accounts areas to brainstorm new revenue-generating
   models.
  Produced a series of realistically achievable KPIs that tested staff strengths, yet were within the
   grasp of the team to attain; strategy built an environment of good-natured competitiveness, and
   consistent performances.
  Pioneered incentive-based reward of a fully-paid 2-day holiday break to a New South Wales
   resort dependent on the team exceeding targets by 10%.
Revenue Contributions:

    Reversed inherited financial deficits from the previous incumbent, turning around a $15
    million target deficit to $10M target surplus in just 5-months. Delivered 101.7% increase
    over target to transition new networks to Optus, and a 2.8% increase over target for customer
    retention.
    Revived $6M P&O mobile telephone account poised for cancellation due to perceived
    billing issues and poor network coverage. Devised program to contact each mobile user in the
    company, elicit responses, produce resolution, and follow-up one-month later. Communicated
    service coverage issues to technical personnel, and demonstrated to P&O the company’s
    commitment to resolve issues. P&O, poised to sign with a competitor, reversed their decision
    citing “the detail in the report, the solutions offered, and the monitoring of the account”
    convinced them that Optus were able to meet their needs.
    Won $10M, 2-year contract with P&O after conducting investigative audit on all internet
    connections and landlines where issues were identified and resolved, and monitoring of service
    levels remained constant.
    Delivered $2.7M in sales of mobile telephones to corporate and government key accounts.
    Contributed $1.06M in new revenues via new prospecting strategy from existing customers.
    Instigated $12M in new sales by campaigning existing clients to embrace value-added
    products that would enhance communications internally and externally. Investigated company
    operations, identified opportunities, and “pitched” ideas designed refine workflows through
    data transmission services, advanced messaging and fax.


Telebusiness Sales Specialist                                                              1999–2000

Boosted sales of products and services through improved telephone scripting, and intuitive
identification of key prospects.

    Developed marketing collateral and telephone scripts for the “Frame Relay” campaign that
    delivered $500K+ annually. Success was attributed to the “plain English” communication of
    the product benefits without the “techno-speak” that had historically served to confuse non-
  technical purchasers.
 Recipient “Outstanding Achievement Award” recognizing the success of the Frame Relay
  Campaign.
 Personally retained $10M of client mobile business.
 Produced leads within the Victoria and New South Wales government that contributed sales of
  $700K.


THOMSON GROUP, New Zealand/Australia                                                       1993–1996

Marketing Account Manager, Australia                                                       1996–1998

Promoted after just 12-months as Retention Coordinator in Australia, to steer revenue growth—
targeting major Australian law firms, large companies, government departments, and courts.

  Consistently surpassed weekly sales targets by 200%.
 Penetrated new sales “territories” by pioneering the sale of full electronic libraries via
  telephone; a method considered “impossible” by management.
 Devised a time-payment option that increased sales by 70% and ensured regular cash flows to
  the company. Initiative gained popularity, circumventing authorization needed for “big ticket”
  purchases.
 Offered deal “sweetener” offering one-on-one training that enhanced the end-user experience.



Retention Coordinator, Australia                                                                  1996

Retention Coordinator, New Zealand                                                         1993–1996

New position designed to prevent customers seeking out competitors at the conclusion of the
one-year contract. Launched the company’s first foray into formalized customer retention,
commencing with a customer survey to elicit perceptions of the company’s reputation, product
quality, and reasons for failure to purchase program updates. Remedial actions:

   Transitioned to monthly billing for small law firms, and accepted personal credit cards to
   encourage extended contracts. Within 6-weeks, 55% of customers had embraced the
   opportunity to circumvent a yearly lump-sum payment with an easier-to-manage payment plan.
  Promotional information printed on customer invoices that marketed pending publications and
   pricing, prompted in a 20% acceptance rate evidenced through sales tracking.
  Instigated a loyalty program to access free court ruling publications. Initiative later expanded to
   offer up to 12 free books a year for clients of 24-months standing; 24 books for 48-months, and
   immediate access to 24 books a year on signing for four years.
Within six-months of retention program’s launch, no cancellations were received at contract
renewal time, with many opting to embrace the new “free publication” offer. Competitors were
outpaced by this uniquely aggressive program, and later, instigated similar contract options.



                                   PRIOR ENGAGEMENTS
    • Printing Consultant, Reserve Bank of New Zealand. Project-managed the production of
    publications and government cheques. Established policies, procedures, and TQM for ISO
     certification. Involvement spanned staff management, collateral knowledge and agency
                                          management.


                • Customer Service/Printing: Baylellys Allprint, Wrightson Printing

                        • Bookbinder: Whitcoulls, Government Printing Office



                               PROFESSIONAL DEVELOPMENT


New Zealand Institute of Management
Customer Relations • Civil Defense Disaster Training • How to Handle Customers • Total Quality
Management • Effective Writing • Customer Service • Time Management • Writing Skills for
Business • Assertiveness for Success at Work • Selling Skills • Managing Meetings • Project
Management • Handling Difficult Customers • Sales Negotiations



Optus Technology Education Center
Extensive technical training includes: Satellite, MultiCast, AudioCast, DataReach, FastData,
Mobile Satellite, Bid Process, Call Centre Solutions, Solutions Management, MultiNet Frame,
Frame Relay, ATM, Internet & Internet Links, International Data, Billing and Reporting, Mobile
Products, Wireless Products, and more.



                                    TECHNOLOGY SUMMARY


        Microsoft Office • Lotus 1-2-3 • WordPerfect Office Suite • CBA Inventory System

               • Aldus PageMaker • Omnibus System • Maximize • FileMaker Pro

                     • Netscape/IE • Adobe Acrobat • Exchange • Cass • GMIS




              Gayle M. Howard -getinterviews@topmargin.com - Top Margin - www.topmargin.com