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| Desired Industry: Management |
SpiderID: 3706 |
| Desired Job Location: Atlanta, Georgia |
Date Posted: 9/25/2005 |
| Type of Position: Full-Time Permanent |
Availability Date: 10/15/2005 |
| Desired Wage: 75000 |
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U.S. Work Authorization: Yes |
| Job Level: Management (Manager, Director) |
Willing to Travel: Yes, 50-75% |
| Highest Degree Attained: Bachelors |
Willing to Relocate: No |
Objective:
To join an organization where I can consistently increase revenues, profits, maximizing sales opportunities, and building highly effective relationships with customers, corporate partners, and associates.
Experience:
PROFESSIONAL EXPERIENCE
HOWELL & ASSOCIATES, INC. Jan 2003 - Present
Director of Sales and Marketing, Atlanta, GA
Recruited to assist in developing an independent business consulting firm serving businesses in all industries with $5 to $100 million in annual revenue and 50 or more employees. Direct and oversee organization's sales and marketing policies, objectives, and initiatives
* Provide strategic organizational development services
* Assist clients in increasing their bottom line performance by improving their key employee and managerial productivity
THE GOODYEAR TIRE AND RUBBER COMPANY 1984 - 2003
Team Leader/Region Manager, Akron, OH 2001 - 2003
Promoted to direct 27 associates in four of Goodyear's nine regions - Northeast, North Central, Great Lakes, and Mid Atlantic in the Customer Sales and Service Center. Assist in the development and implementation of goals and objectives, policies, procedures and systems, budgets, schedules, and similar functions relative to the department. Identify call trends and determines the appropriate course of action. Break down broad goals into specific objectives and delegate tasks to appropriate staff. Ensure successful department performance through a review of a variety of data including status reports, meetings, and metrics. Establish clear and meaningful monthly metrics and measurements to monitor service levels. Develop process improvement initiatives and implement changes. Provide project support for the modification and enhancements of any major production system, application and/or network. Acted as liaison with management to exchange information, leverage resources, coordinate efforts, provide status and resolve problems. Facilitate the acquisition of training resources necessary for staff to respond accurately and efficiently to the Customer Service requirements. Monitor, manage and evaluate individual and team performance. Align technologies and processes to ensure effective service delivery.
*Saved the corporation $30 million annually by continued development of the Product Management and Information Tool and training of new Product Managers.
*Oversaw one of the largest Corporate Accounts with record purchases of $180 million.
Integral part of the 12-person SKU rationalization team designing an integrated effort for SKU reduction and organization. Acted as a cross-functional liaison, contributing to the streamlining of a new, innovative marketing program with preset pricing.
*Enabled Goodyear associates to sell and ship 400,000 discontinued products within a two-week period.
*Saved $1.3 million in potential canceled orders and scrap tires/product by identifying a major flaw in new SAP R3 updates.
*Demonstrated ability to assess risk and respond accordingly.
Worked closely with the field business units, product business units as well as tire production and planning to handle all issues, calls and requests the same day. Designed a training program for the successful merger of the Kelly, Dunlop and Goodyear call centers. Orchestrated a 12-week training course for the successful transition. Administered the Ford/Firestone Recall Replacement Program resulting in the distribution of over 3 million tires. Utilized six contract associates to effectively manage the "Fix Kits" for OE and after-market products for accounts including GM, VW, BMW, Ford, Coach Monaco, Lexus, and Chrysler. Participated, planned and led weekly departmental information/training meetings.
*Recognized for high ethical standards providing excellent customer service.
Left to pursue opportunity at Howell & Associates.
Systems & Quality Specialist, Akron, OH 2000 - 2001
Promoted to direct the coaching, monitoring and training of the best practice techniques to maintain a customer service-rating goal of 5 or less, enhance cost-to-serve and control expenses. Oversaw crucial calibration meetings while updating the "nuance list" and coaching forms. Designed, created and analyzed on and off of the phone statistical studies for realistic productivity targets. Expanded the development of the Product Management and Information Tool (PMI) to include core brands, custom brands, associate brands, as well as corporate brands.
*Saved $7.5 million weekly and assisted in interdepartmental communication by developing a process and a cross-functional interdepartmental database
*Successfully maintained a 4.63 CS rating.
Chairperson for the redesign of a Call Summary Screen to improve the ease of data entry while tracking improvements, resulting in a more accurate and complete gathering of customer information. Improved communications by maintaining, updating and creating new Standard Operating Procedures for the department database. Handled escalated problems regarding any Goodyear issue. Developed a skills matrix to provide a multifunctional tool to determine training needs and identify Subject Matter Experts. Created and maintained bonus spreadsheets for the Customer Satisfaction Survey, marketing campaigns and annual bonuses.
*Created approximately 150 new SOP's.
*Trained new Customer Account Representatives and contract associates.
*Lead administrator of the CSSC Mail database.
Customer Account Manager, Akron, OH 1995 - 2000
Promoted to oversee telemarketing of sales programs, soliciting and processing of orders to maintain and grow Goodyear's market share. Provided problem resolution, disseminated sales policies and programs to the dealer organization. Liaised with regional staff, internal departments, Team Leaders and dealers regarding sales/marketing programs, pricing information, merchandising, credit issues, product knowledge, advertising, government and national account sales, real estate and product warranties.
*Achieved best in class sales and service support to internal and external customers through continuous improvements in technology.
Store Manager, Redford, MI 1988 - 1995
Promoted to supervise operation of an eight bay Goodyear company-owned retail store.
*Realized a 40% increase in sales and profits, in excess of $1 million in the first year.
*Remained in Top 50/Top 100 out of 3,000 stores in profitability for entire eight-year tenure, despite a declining market while
supervising 5 other locations.
*Retained staff using a team oriented approach that prevented layoffs during the slow periods.
*Generated revenue in excess of $500,000 after salary and bonus payments.
Retail Sales Manager, Pontiac, MI 1986 - 1988
Specifically chosen to turnaround a store's $23,000 sales and profitability loss. Effectively directed all aspects of the store's operation, including the management and scheduling of store personnel, maintenance of records and filing, as well as the daily preparation of sales and accounting reports. Additional duties included the efficient handling of retail tire and service customers, organization and orderliness of store inventory and total maintenance of sales floor displays. Explored and created new promotional ideas to increase retail sales
*Reversed a $23,000 loss to an $8,000 profit.
Inside Sales Manager, Livonia, MI 1984 - 1986
Education:
BA, Interpersonal & Public Communications 1983
Industrial Psychology, Minor
Bowling Green State University, Bowling Green, OH
Affiliations:
MEMBER: Women's Professional Partnership Program
Dean's List, BARCOP Scholarship, Delta Zeta, Chamber of Commerce
Skills:
TECHNICAL PROFICIENCIES: Microsoft Word, Works, Excel, Power Point, SAP, EDI, CRM, IMS, GBMS, main frame applications, Lotus Notes, Blue Pumpkin, information technology, database mgmt, specialty software, IVR, VRU, skills based call routing, ACD, Intellagent2000, multimedia (e-mail, voice, web-chat, call back, etc.)
Additional Information:
CORE COMPETENCIES
Leading, Achieving Results, Team-oriented, Envisioning, Managing & Directing, Strategic, Influencing, Generating Profits, Ethical, Collaborating, Implementing, Resourceful
SUMMARY OF QUALIFICATIONS
* Outstanding results in customer relationship management and retention
*Consistent record of achieving significant increases in productivity
* Experienced in managing P & L's
* Demonstrated success in building effective teams
* Highly skilled in marketing, new business development
* Exceptional abilities in overseeing the operations of nationwide customer service delivery facilities
* Expertise in building "B to B" relationships at the executive level
* Proven Loss Prevention abilities
SELECTED ACHIEVEMENTS
Saved $7.5 million in inventory and productivity losses in 3 months by identifying gaps, developing a process and a cross-functional interdepartmental database/process to manage the company's vast array of products.
Created a new, innovative marketing program that enabled the sale and shipment of 400,000 discontinued products within a two-week period.
Developed curriculum and trained customer account representatives during the Goodyear, Kelly, Dunlop integration
Saved 1.3 million in potential canceled orders and scrap tires by identifying a major flaw in new SAP R3 updates.
Managed 4 of Goodyear's 9 regions that finished as the top four in sales achievements two years running.
Oversaw one of Goodyear's largest Corporate Accounts with record purchases of $180 million
Realized a 40% increases in sales and profits.
Remained in TOP 50/Top 100 out of 3,000 stores countrywide in profitability for entire eight-year tenure
while overseeing 5 other retail outlets.
Reference:
Ed Farrugia
Region Manager / Supervisor
The Goodyear Tire & Rubber Company
843-882-2214 Work
843-78-7767 Cell
Ken Mullen
WTCM / Supervisor /Friend
The Goodyear Tire & Rubber Company
313-255-6100
Jeff Healey
Project Manager / Co-worker/ Friend
The Goodyear Tire & Rubber Company
330-796-9393 Work
330-899-0669 Home
Scott Canfield
BG Grad / Friend
US Government/ Federal Attorney
216-522-7689
Rick Howell
President / Business Partner
Howell & Associates
678-521-5315
Joni Propst
Project Manager / Friend
Plante Moran
248-603-5383
The Goodyear Tire & Rubber Company Employment Verification
1-800-996-7566
Candidate Contact Information:
| Name: Cynthia Healey |
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| Street: |
Phone: 678-924-6416 |
| City: Lilburn |
Fax: - |
| State: Georgia |
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| Zip: 30047 |
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| Web Site: |
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