Professional Strengths

Career Highlights

Customer Service and Support. Transitioned office team from a time consuming manual accounting system to a computerized system saving 40 hours a month labor. Result: After the introduction of a computerized reservations system, errors and issues with customer satisfaction were reduced and saved 20+ hours a month from previous efforts to double-check reservations.

Employee Relations. Reduced turnover with Housekeeping staff by establishing an excellent rapport with them. In 5 years, had 0 turnover. Result: Saved the property thousands of dollars in training costs. Also, by having an excellent team, they had less sick days and no issues with employee theft again saving company money.

Business To Business (B2B). Launched a new marketing campaign for PC’s. Researched PC market and initiated relationships with key vendors. Developed a marketing plan and launched a selling blitz offering the new product line. Result: Within 6 months, first large contract was signed that was equal to one QTR of the Sales Quota. This changed the direction of sales team and transitioned them from an old technology to a new one and enabled them to stay ahead of the competition.

Sales Support. Created Web site which helped in marketing efforts with consumers. Result: This effort helped the office team to redirect customer to web site thus saving time on WATTS line reducing costs on labor and phone charges. Web site also gave the property a more professional image assisting in the drive to establish a better class of clients and enabling property to raise its rates.

Key Account Management. Performed Market Research in new Markets and identified a hidden market for a product line that had not been presented to the “end consumer”. Result: In the first year of launching the new product line, it became the best selling module. By educating the Retail Vendor and convincing them we were the experts in the field, we gained their trust and basically eliminated the competition. Sales were over 2 million the first year.

Analyzed sales data to update product lines. Performed annual product line reviews with top retailers to increase sales and to grow market share. Result: Maintained 100% market share with top Canadian Retailers and grew market share with large Drug Retailers. First Sales Order with new retailer was over 2 million and re-orders were forecasted to be over 4 million in first year.

Project Management. Initiated a low cost direct mailing program. Result: Mailing list increased revenue by more than 50% during the slowest time of the year. This also increased customer loyalty and satisfaction overall thus enabling the property to increase its rates during the peak and off-season.

Sales Support. Introduced personal computers and developed a database system for the Sales Team to track customers. Result: Employee Moral improved and they were more productive. This was done with very little up front cost by using old antiquated pc’s and a simplified Database Application.

Product Development. Worked with operational team to develop a new laminate so that the company could manufacture product line in-house instead of importing product line from overseas. Result: Within 3 months, identified an appropriate laminate and went to market within the next 3 months. Saved the company thousands of dollars by eliminating imports and enabled the manufacturing plant to be more efficient by spreading operational costs across more products. Increased the profit margin of the product line by 10% and increased the margin on other products by 1%-3% as well.

Technical Product Management. Researched EDI technology and initiated and implemented this technology companywide so company could increase its market share with large retail customers that required EDI ready vendors. Result: This technology enabled the sales team to increased sales by 30% in first year.

Change Management. Reduced a severe customer satisfaction issue with key account. Identified that customer was not content with current operational procedures being performed by Technical Consultants. Worked closely with the services and operations team and new processes and procedures were developed. Result: By communicating directly with team and educating them on new processes and procedures, customer satisfaction increased. Processes saved the company from a downward spiral and increased sales by 200% in the first year.

Employment History

Education

Other

Conversational German and Spanish