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Yyyyyy x. yyyyyy

P.O. Box 1113 | Xxxxxx, XXXXXX xxxxxx-1113 xxx-xxx-xxxx |


Senior Operations & Sales Manager


Enthusiastic, innovative and success-driven professional with more than 20 years of experience in sales and operations leadership. Excel in fast-paced settings using creativity, attention to detail and problem solving acumen. Adept in discovering and implementing cost controls that drive process improvements and align with both client and corporate objectives. Proactive in finding ways to save money, improve performance, and meet the needs and goals of the customer and the company. In search of a challenging role with an innovative large-scale organization that will allow for active contribution to organizational growth. Targeting Operations, Telecommunications and Executive Support opportunities that utilize customer support background and highly transferable skill set.


Core Skills


Client Services | Retention Efforts | Sales Management | Business Development | Contract Negotiations

Quality Assurance | Profitability | Customer Satisfaction | Goal Achievement | Communication | Relationship Building

Strategic Planning | Budgeting | P&L | Coaching & Mentoring | Visionary Leadership | Innovation | Time Management

Project Planning & Management | Analytical Skills | Human Resources | Collaborative Problem-Solving | Organization


Career Highlights


         Coordinated the West USA Annual Awards Banquet, including venue, menu, awards and invitation selection; also gathered vendors for sponsorship, financial participation and for use in marketing to top agents

         Coordinated quarterly WW trainings for new franchisees; chose the venue, planned the menu and helped develop an agenda

         Aided WW s parent company staff to schedule and plan its annual awards banquet; organized logistics and awards requested by franchise locations

         Efficaciously managed major client projects for Cypress; moved telecommunications equipment and service for Opus Corporation and expanded Westcor into multiple buildings, retaining each as dedicated customers for over 20 years

         Managed four Intermedia buildings and two PBX systems; later afforded an increased responsibility as the company grew to manage 15 buildings and seven PBX systems in the Phoenix metro region (Intermedia)

         Boosted Shared Technologies Fairchild s profit levels in delivering outstanding customer service and staying accountable for achieving success across client accounts

         Recruited in 1986 as Customer Service Manager and continuously promoted throughout tenure with the organization

         Headed the completion of the most profitable sale for Microage, with a Centrex order of over 100 lines to John Hall and Associates

         Earned the Southwest Star Performer Award in Q3 of 2001

         Honored with a Certificate of Appreciation from the White House Communications Agency

         Was invited to attend the Vice President s trip to Phoenix for 1996 and 1999

         Recognized as Employee of the Year on numerous occasions across employers

         Skilled in the use of Cisco IPT, Nortel Equipment, as well as Option 81, 61 and Option 11

         Adept in utilizing the Centigram Voice Mail System, Call Collector (CC3), 24-Hour Monitoring System and AT&T System 85

         Technical proficiency includes Microsoft Office and Outlook, Remedy, SharePoint and much more


Professional History




Human Resources Manager/Executive Assistant, 2014-Present

         Crafted and introduced comprehensive HR procedures and protocols

         Created job descriptions, documented reprimands, led the annual review process, devised a comprehensive employee manual and led employee engagement programming efforts

         Performed administrative functions to serve the leadership team; managed calendars for three Managers and two Executives, took meeting minutes, scheduled conference calls and documented call tasks for all participants

         Organized monthly agent payments for CoStar services in support of the Commercial Division; processed vendor payments for services and managed accounts to ensure accuracy of charges



General Manager, 2012-2013

         Led a location of a start-up real estate franchise company, located inside a Walmart superstore

         Engaged actively in legal contract reviews; also completed paperwork for new franchisees and Area Developers

         Handled the completion of all leases and payments; tracked all important due dates for information

         Fulfilled a yearly review process requirement using the Franchise Disclosure Document as required by law

         Worked collectively with the President and Vice President during daily scheduling, expense reporting and processing of all calls

         Directed HR processes new hires and existing employees based on their respective stated needs

Yyyyyy x. yyyyyy




Change Account Manager XXXXXXNet Program, 2007-2011

         Tended to a series of diverse telecommunications needs across state agencies within Xxxxxx, including AHCCCS, the Department of Corrections, the Registrar of Contractors and Early Childhood Development; determined needs and developed solutions for each

         Gained acumen in Cisco IPT system installation, expansion, development and troubleshooting processes

         Completed Project Management Professional credential and became certified to manage state projects above $100K in cost



Branch Operations Manager/Branch General Manager, Phoenix & Denver, 2002-2006

         Coordinated and drove operations for the installation and implementation of intricate communications equipment

         Retained a strong customer base using self-developed systems, processes and strategies that served to enhance customer satisfaction

         Hired and supervised sales staff; organized workflows, delegated assignments, headed training and evaluated performance levels

         Resolved concerns regarding equipment and other communications matters; offered advice and direction in resolving each issue

         Worked with management staff to operate both the Salt Lake City and Seattle branches as staffing changes took place



Director, 1999-2002

         Oversaw the monitoring of P&L and operating budgets; controlled costs in order to remain aligned with profit objectives

         Directed staff recruitment, training, supervision and employee reviews

         Made certain that work orders were seen through to completion

         Founded and retained positive business relations with clients, Property Managers and Leasing Agents

         Collaborated with sales staff in securing new clients, and supporting upper management during the procurement of new properties

         Managed Denver accounts including two PBX systems that served three buildings

         Assumed increasing responsibility to eventually manage four PBX systems that serviced nine buildings



Director, 1996-1999

         Hired to lead two branches after the company s acquisition of Fairchild Communications

         Managed all operations and sales functions at all staged

         Tirelessly delivered solutions for addressed issues

         Mentored and inspired staff of all levels to achieve both their individual and organizational goals


Earlier Experience


Operations, Senior Customer Service and Customer Service Manager, Shared Technologies Fairchild, 1986-1996

Customer Service Manager, Share Tech (AT&T and United Technologies Partnership), 1985-1986

Sales Representative, Microage Computer Stores, 1984-1985




Certification, Project Management Professional, State of Xxxxxx

Training Completion, Phone Systems, AT&T Communications


Dale Carnegie Trainings


Leadership Training for Managers | Hiring Winners | What Matters Most | Coaching for Improved Performance




Volunteer, local Assisted Living Facility








Yyyyyy x. yyyyyy

P.O. Box 1113 | Xxxxxx, XXXXXX xxxxxx-1113 xxx-xxx-xxxx |



March 16, 2018



Hiring Agent Name


Company Name


City/State/Zip Code



Dear [Hiring Agent Name],


I am pleased to submit my application materials for the (INSERT TITLE OF TARGET POSITION) vacancy and am submitting my documents for your review. As illustrated in the accompanying resume, my professional qualifications include the following accomplishments:


  • As a management-level professional, I bring to any position years of progressive operations and sales coordination experience across numerous sectors. I am skilled in various expert areas including Human Resources, Strategic Planning, Supervision, Goal Setting and Interpersonal Relations, among others.


  • Over the course of my career, I ve proven to be adept in guiding my peer colleagues and superiors to achieve success. I lead by example and am able to sustain lasting relationships with stakeholders at all levels. I positively represent my employer and its mission both individually or within a team setting. I am also comfortable working outside of my department on cross-functional initiatives as well.


  • I boast a proven record of delivering comprehensive guidance in deadline-driven, fast-paced environments that call for flexibility, time management and the ability to work well under pressure. I am often regarded by others as an expert-level, valued mentor. This will serve me well in my next executive-level role.


  • My diversity of experience includes actively contributing to processes that fuel positive change. I am able to identify both points of progress, as well as areas for improvement in any operational capacity. My ability to be objective and efficient is an asset to any company.


  • Besides completing a series of valuable Dale Carnegie trainings, I also acquired my Project Management Professional (PMP) credentials while working with a previous employer. Doing so greatly extends the scope to which I can take on added responsibility for special projects and large-scale efforts.


I am a focused, capable and highly experienced applicant committed to supporting the long-term goals of an innovative, reputable firm. I am confident that I could be a valuable asset to your organization, and look forward to interviewing with you in the near future.


Yours Truly,

Jill M. Falconer PMP

Enc. Resume



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