Karen Foran Resume Critique Request

by Karen Foran
(Grayslake, IL USA)

Qualification Profile

• Accomplished Business Professional with experience in organizational management, customer relationship management, call center management, and staff supervision.


• Proven success handling sales activities, maximizing revenue levels, and improving customer retention.


• Adept in implementing call center technologies including ACD.


• Expertise in EDI and Ecommerce customer base.


• Dynamic leadership abilities concerning team initiatives.


• Proven success leading business development efforts.


• Skilled in streamlining business processes, enhancing operational efficiency, introducing cost control programs, and reducing operating expenses.


• Technical proficiency in Microsoft Office, AS400, Visual MFG, DCMS, Global Financials, Crystal Reports, Business Works, MAS90, Goldmine, and ACT.

Professional Background

Learning Resources - Vernon Hills, IL (2006 - 2008); Senior Manager - Customer Relations

• Developed and implemented key performance indicators during acquisition integration.


• Supervised and trained 18 customer relations representatives in daily job tasks.


• Spearheaded the restructuring initiative that focused on increasing response to customers, which reduced credit time from 90 days to 14 days as well as reduced phone calls on order receipt/status by 20%.


• Co-developed the implementation of a call center plan.
  
• Restructured territories, increased performance requirements, and raised minimum pre-requisites for recent hires.


• Recruited a top-performing team of customer relations representatives.


• Formulated a customer service manual, which ensured compliance with policies and procedures.
  
• Introduced process improvement initiatives to enhance operational efficiency.

Manager of Sales Support

• Managed sales support of $50 million business and integrated the acquisition of $30 million business.


• Directed a team of 5 sales coordinators responsible for supporting customers and sales representatives nationwide.


• Trained and coached staff members on new projects and routine job procedures.


• Served on an IT Steering Committee that focused on streamlining daily processes and increasing productivity.


• Developed accurate and reliable sales reports that aided in business decision-making processes.


• Compiled and managed the departmental budget.

Profile Plastics Corporation - Lake Bluff, IL (2000 - 2006); Senior Sales Coordinator/Account Representative

• Provided leadership and direction to sales support functions for 20-30 accounts, which included the largest key account GE.


• Created custom quotes from engineering specifications of customer requests.
  
• Reduced expenses for customers and vendors by identifying accounts that qualified for volume-purchasing programs.


• Served as the primary liaison between production, engineering, and purchasing, which ensured cross-functional processes were delivered per customers' requirements.


• Coached and trained the staff on Goldmine contact management software.

PC Industries - Gurnee, IL (1997 - 1999)
Account Manager - Graphic Arts Products

• Managed worldwide distributors comprised of 15-20 independent sales groups.


• Handled professional development and training initiatives involving the sales staff.


• Participated in business development functions, assisted in new product development, and implemented marketing programs.


• Executed territory management functions and entered previously untapped markets.


• Initiated and managed all OEM business.


• Evaluated sales forecasts as well as sales statistics.

BST Pro Mark - Elmhurst, IL (1991 - 1997)
Manager of Sales Administration

• Established and managed the sales administration department.


• Delivered superior customer service to various territories including North America, Europe, Latin America, and Asia Pacific.


• Directed field sales representatives in purchase negotiations, closed orders, and authorized sales that required upper management directive.


• Produced the largest independent sale in the company's history, which resulted in a $250,000 sale that exceeded quota by 50%.


• Raised OEM business by 50% utilizing aggressive sales tactics.


• Selected to relocate to Amsterdam to facilitate the start-up of the European office.

Education

Undergraduate Studies
Oakton Community College

Training: Critical Thinking Skills, Management Training for Building a Healthier Team Environment, 80/20 A Process for Profit Improvement, Effective Time Management, Effective Supervisory Management