Summary

Operations Manager with sales training, managing global and major accounts, experienced in both corporate and retail environments, proficient in problem solving, team building, increasing efficiencies, increasing profit margins, coaching and development employees, driving corporate initiatives, Change Management certified, trained in conflict resolution, strong interpersonal skills, able to learn quickly and explain technical information in an articulate manner, able to influence others, extremely computer literate, work well under pressure, maintaining the highest level of personal responsibility with a consistent positive attitude.

Confidential,
Philadelphia, PA 2009-Dec.2011
Territory Operations Manager for PA-NJ-DE
Managed P&L for 20 high profile customer locations throughout PA-NJ-DE, including Document Management, billing; Increased efficiencies, developed cost-saving measures and increased value-added services. Recruited, developed and mentored 45 direct reports; conducted performance reviews, processed payroll, initiated disciplinary measures, consistently coached and cross-trained to develop a strong team

• Achieved 118% for FY 2009 and 107% in FY 2010 ($3.2MM budget) by reducing overtime, increasing operational efficiencies, and increasing facility usage
• Produced and developed marketing campaign for customer sites to increase end-user participation in cost-saving and Green initiatives
• Created VMV Bingo to increase awareness and participation in Vision, Mission Values initiative which set expectations for employee business conduct throughout the company
• Created Service Excellence game board to drive corporate initiative for sites which increased operational efficiencies
• First Place Team Captain for Mid-Atlantic Marathon team-building competition to drive the initiative of developing future leaders within the company

Confidential,
Newtown, PA 2005-2008
Sales Manager/Operations Manager
Managed a staff of 20-24 in a high volume environment, while becoming familiar with 1000’s of products offered, trained associates on services provided, coached and developed employees, dealt with escalated customer issues while complying with company guidelines. Achieved $8MM sales budget by consistently reviewing key metrics with employees, coaching on how to upsell products and services, removing employee obstacles for achieving goals and creating a team environment. Responsible for recruiting, hiring, training, mentoring and retention of employees, drive personal responsibility and take disciplinary actions when needed

• Increased department sales by 26% first quarter and 32% second quarter while maintaining margin by retraining employees on services offered, facility equipment and upselling
• Created and coordinated sales event that increased sales by 62% over previous year by hosting a showcase of local restaurants and business in the area that increased customer traffic
• Built a team environment which resulted increased sales by cross training employees and expanding their knowledge of products and services offered so they could upsell and provide the correct solution for the customer
• Increased awareness and sales revenue for Copy & Print Center by creating marketing literature, training employees to seek out more customers and to recognize opportunities for more business
• Increased Customer Satisfaction Survey results by 18% in 2 months by training employees on the customer service metrics

Confidential,
Princeton, NJ 2004-2005
Customer Service Manager
Managed a staff of 8-12 in a high volume national manufacturer call center, Prioritized customer demands; monitored and trained new team members, maintained coverage for smooth work flow, back up team members as needed, offered guidance on conflict resolution, enforced compliance to policies and procedures, dealt with escalated issues with customers regarding inventory, logistics, product safety and quality , Communicated with customers and internal employees regarding inventory, recall issues, parts requests, SOP compliance and order status by utilizing SBT inventory/accounting software, phone and email

• Achieved monthly sales goals by Coordinating with cross functional departments to achieve monthly sales goals increasing accurate and timely billing
• Maintained positive customer relationships with a strong focus on customer retention for repeat business, remain dedicated to quickly solving problems and act as a calming influence for customers and CSA’s

Confidential,
King of Prussia, PA 2001-2003
E-Commerce Sales Executive
E-commerce sales, support, order fulfillment and management for 40+ websites, engaged potential customers via telephone and email, made product recommendations, upselling when possible, became familiar with thousands of products offered, maintain strict guidance to all policies and procedures of GSI and our e-commerce partners

• Created manual customer resolution tracking method that allowed faster response to customer issues which increased customer satisfaction and repeat business
• Achieved sales goals by researching customers’ needs, upselling products & services and treating any customer issue as an opportunity

Held various management and sales roles with Alpha Graphics, Plymouth Meeting, PA, Pequod, Inc., Princeton, NJ
Oce-USA, Bala Cynwyd, PA (1991– 2001)

Microsoft Word, Excel, PowerPoint, Lotus Notes

Bachelor of Science, Industry & Technology, Millersville University of Pennsylvania, Millersville, PA

“Nothing in the world can take the place of persistence. Talent will not; nothing is more common than unsuccessful men with talent. Genius will not; unrewarded genius is almost a proverb. Education will not; the world is full of educated derelicts. Persistence and determination alone are omnipotent. The slogan “Press On” has solved and always will solve the problems of the human race.” - Calvin Coolidge