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I am a goal-oriented leader with over 19 years of proven success managing companies in service-oriented industries.With a strong focus on customer satisfaction, employee & organizational development and operational leadership, my skills will enhance your organization through:

  • Superior leadership, team building and motivation abilities.Leading a team in the development of quality service and peak performance, while focusing on responsibilities and commitments.Fostering professional growth through mentoring relationships and focus on training and development.
  • An outstanding record of providing significant results in operating efficiencies.Strong strategic and tactical understanding within an organization using excellent skills at managing communication, budgets and processes to achieve the company’s goals.
  • Identifying, developing and capitalizing on new business opportunities.Employing an effective and aggressive marketing strategy to promote products & services, enhancing the company’s visibility & image and increasing sales & profitability.
  • Successfully forging and maintaining strong business relationships with prospects and clients.
  • Strong organizational skills, oral & written communication and administrative responsibility.An ability to perform with a perspective of a competitive and fast-paced business environment.Excellent interpersonal, intuitive and analysis skills necessary to thrive in both independent and collaborative work environments.
  • Leads initiatives that result in the delivery of quality service, while driving efforts to meet and exceed customer expectations
  • Takes responsibility and honors commitments; responsive to the needs of the organization and the customer
  • Employs principles of strategic planning to create operational business plans that produce results
  • Exercises sound financial judgment, while promoting cost containment, savings and revenue opportunities
  • Quickly adapts to change and effectively manages transitions, at the same time attentive to evolving challenges
  • Promotes effective problem-solving and decision-making efforts, holding myself and my team accountable
  • Advances job competence and expertise, sharing best practices, and serving as a coach, teacher & mentor
  • Creates a motivational climate, inspiring employees to work at their highest potential

Work experience

Territory Manager (via promotion) and Sales Representative

ARAMARK (ARA Services/ARA CORY Refreshment Services)

¨Ensured the continuous growth and profitability of service routes by monitoring and evaluating the quantity and quality of customers attained by the sales representatives

¨Managed the sales process through a territory/route structure, coordinating route capacity, assessing potential and generating growth to maximize productivity and profitability

¨Established sales targets and performance objectives for each assigned route sales and customer service representative

¨Maintained regular and on-going communications with route representatives, frequently meeting to counsel and assist with specific problems and opportunities, and to provide them with recommendations for resolutions to issues

¨Trained and coached route drivers on sales and merchandising excellence, often conducting workshops to improve operational expertise and to recognize and reward their results

¨Conducted regular ride-with sessions to work directly with route drivers to resolve problems and achieve sales objectives in the field

¨Scheduled route coverage, and developed contingency plans for route coverage, as needed, to avoid downtime of routes

¨On a regular basis, I administered geographical route re-alignment initiatives to attain route upgrades & development objectives

¨Identified potential customers and established service to clients, fostering cold calling techniques as the primary tool in acquiring new business

¨Generated quality business and increased the Allentown market Center’s customer base during my tenure as Sales Representative and Manager, while exceeding assigned sales and gross profit objectives.

Aug 2010Mar 2011

Operations Manager

Suburban Propane

¨Designated as the assistant to the manager of the largest branch of Suburban Propane in the United States, I was responsible for the day-to-day management and direction of four distribution/customer service center facilities located in Washington, Whippany, Flemington and Ledgewood, New Jersey; ensuring effective coordination between customer service, distribution and technical service departments

¨I was initially tasked with directing and guiding the service/maintenance department, and its team of ten field technicians and two administrative/customer service associates, in the execution of service processes & procedures, repair/service production schedules, dispatch & emergency call-out, work order billing administration, purchasing & materials acquisition

¨I capitalized on the service department’s revenue potential through the reinforcement of flat rate pricing programs, growth of annual service plan contracts, tank installation revenues, and preventive maintenance earnings among customers without service plan contracts.Additionally, I instilled a greater awareness among the field technicians of the upsell opportunities with regard to ancillary parts and services

¨Benefiting from the implementation of cost containment strategies, I successfully managed one of the most efficient service departments in the Northeastern United States, consistently maintaining a cost per gallon (CPG) nearly 50% of prior year during peak seasonal demand months, and the projection of a CPG improvement for fiscal year 2011 of 14.3%, while propelling service team productivity and efficiency

¨Handled, and successfully resolved, escalated customer inquiries and complaints related to price, product delivery and service, as well as provided assistance to the customer with the information and knowledge necessary to gain confidence in, and satisfaction with, the company.I utilized principles learned during a two day training seminar entitled Exceeding Customer Expectations (ECE)

Aug 2007Feb 2010

Customer Service Manager (Operations Manager & Client Relations)

Compass Group - Canteen Vending Services

¨Responsible for the supervision and accountability of eight route service representatives

¨Managed route scheduling and service frequencies, ensuring route structures were appropriately set to deliver timely service to the customer

¨Conducted frequent visits to account locations to ascertain the service integrity of the location, making certain that the vending equipment was properly cleaned and merchandised by the route personnel, while providing a quality vending experience to the customer

¨Recurrently visited clients face-to-face, maintaining good customer relations and retaining their business

¨Entrusted with handling complex customer service issues, with an exceptional ability to promptly resolve concerns, ensure satisfaction, and retain valuable business relationships

¨Charged with acquiring daily revenue targets of $13,000 to $14,400 (approx. $3,500,000 per year)

¨Through a restructuring of routes and route schedules, focused on a route’s geographical placement and area of responsibility, I was successful in growing route revenue by 12%, and gained enormous efficiencies among each route.

Apr 2001Aug 2007

General Manager (also between Oct 1993 - Sep 1997)

Honor Refreshment Services

¨Accountable for the profitability and management of all functions within the market center; sales management, customer service/retention, route management, financial management & reporting, human resources management, purchasing and inventory control

¨Developed and successfully achieved the market center’s business plan, market strategies, financial forecasts and prepared & analyzed reports regarding the financial condition of the business

¨Developed annual budgeting for branch, and regularly monitored and managed cost accounting of the business segment’s infrastructure, assets, variable & fixed cost components, as well as responsible for establishing measures to adjust, reduce and coordinate monetary obligations that affected the profitability of the unit

¨Responsible for recruiting, hiring and training employees

¨Supervised the route management process with sales and service representatives establishing weekly goals and reviewing daily sales and gross profit

¨Coordinated expansion and successfully opened new business in areas that previously generated little or no revenue, acquired new vending and office coffee service clients, and expanding route capacity and increasing annual sales by 14%

¨Increased sales by over 45% and profitability by 74% among customers on routes in the Lehigh Valley, Bucks/Montgomery County, Berks County, Schuylkill County, Wilkes-Barre/Scranton, New Jersey and Pocono areas

¨Through a partnership with Newco Enterprises, maker of equipment for the office coffee service industry, I pioneered a new vending concept designed for small and medium size offices.Honor Refreshment Services became the first company in the United States to test market the Vista Vend snack vending machine.My efforts with this innovative concept were featured in the March 2006 issue of Automatic Merchandiser magazine.With Vista Vend, we were able to regain previously lost customers with a more suitable and profitable snack delivery system.

Dec 1997Apr 2001

Director of Marketing

Phoenix Vending & Food Services/Dyanne's Catering

¨Solely responsible for the sales, marketing, customer relations/service/retention, and corporate communications for each of the company’s various business segments

¨Acquired numerous vending, business dining and office coffee accounts totaling over one million dollars in annual revenue

¨Managed the largest direct-to-store distribution (DSD) route of cold sandwiches and hoagies to convenience stores in the Philadelphia/Lehigh Valley marketplace

¨In February of 1998, developed the framework to successfully acquire Dyanne’s Catering to provide a synergistic fit into Phoenix’s core business segments, expand services to current and potential customers, and increasing annual revenue by over $500,000

¨Established a marketing strategy to aggressively promote Dyanne’s Catering through radio and television advertising, publicity, promotions, sponsorships and charitable involvement

¨Developed valuable business relationships with local chambers of commerce, corporations, business leaders, local media and other organizations where significant business potential exists

¨Solicited and secured collaborative partners which enabled the company to establish strategic alliances resulting in successfully positioning Dyanne’s Catering as the premier caterer in the Lehigh Valley.


Aug 1987Dec 1988

Northampton Community College