Keith Leonard925.800.9999 ● kl6847@gmail.com

SALES OPERATIONS MANAGER / BUSINESS PROGRAM MANAGER

Highly motivated and efficient manager with more than 12 years of program, sales and customer service management success, resulting in higher revenues, well-trained teams and excellent customer satisfaction rates.

Expertise building strong sustainable teams, managing budgets, motivating staff and establishing program scope.

Developed new protocol for service and program delivery that drove seamless transition from request to fulfillment.

Received 97% customer satisfaction rate and generated well over 150% of sales goals.

Continually awarded for top performance and productivity.

AREAS OF EXPERTISEProgram Management ● Procurement ● Customer Service ● Vendor Relationship Management ● Negotiations

Green Business Programs ● Product Management ● Sales ● Team Building ● Strategic Planning

PROFESSIONAL EXPERIENCE

AT&T, VARIOUS US LOCATIONS, CA 2004-2013, 2015-PRESENT

Fortune 500 Telecommunications Company with $132B in annual revenue.ASSISTANT STORE MANAGER, 2009 – 2011

Managed 15 sales and finance team members, monitored customer service performance and coached staff in methods to raise performance metrics. Managed sales and daily metrics documentation. Conducted routine store walk through to ensure staff complied with company standards, policies and procedures. Recruited and hired staff. Scheduled team members to attend company-wide training. Actively participated in regional conference calls with district and regional managers and other store managers.KEY ACHIEVEMENTS:

Selected by senior management to serve as subject matter expert (SME) regarding customer satisfaction for product purchases.

Promoted to management role for drive to succeed and exceptional performance as Sales Rep. Facilitated meetings as member of management team and highlighted specific areas for improvement.

Conducted role-playing scenarios to build staff confidence and performance. Delivered one-on-one coaching to improve sales and customer service performance and meet company-wide

sales goals. Established in-store recycling program and educated team on recycling impact.

RETAIL SALES REPRESENTATIVE, 2004 – 2008, 2011 – 2013, 2015-2016

Ensured total customer satisfaction by delivering exceptional service, exceeding expectations and providing comprehensive product knowledge. Promptly responded to customer phone and email inquiries. Quickly resolved product and customer account problems. Provided product and services support at business client sites. Trained new hires in daily work procedures. KEY ACHIEVEMENTS:

Received top rating of 97% customer satisfaction and generated well over 150% of sales goals. Continually awarded for top performance and productivity.

Keith Leonard

ISLA VISTA FOOD COOPERATIVE, GOLETA, CA 2013-2015

Leading consumer-owned and controlled natural foods co-op. VOLUME PURCHASING PROGRAM MANAGER / BUSINESS-TO-BUSINESS SALES ACCOUNT MANAGER

Managed and directed B2B purchasing for program offering ingredients and supplies in bulk quantities to local businesses for manufacturing and/or resale. Collaborated with internal and client stakeholders to develop and meet strategic business plans and goals. Provided one-on-one coaching and on-the-job training to 50+ staff members. Communicated customer issues to department managers and offered solutions. Delegated store tasks to staff and member volunteers to meet weekly objectives. Reviewed performance metrics and collaborated with senior management to increase member base and visibility within community. Maintained facilities according to safety, sanitation and health regulations and organizational standards.KEY ACHIEVEMENTS:

Established and orchestrated new program for local businesses and individuals to order products directly, thereby establishing direct rapport and productive customer relationships, as well as resulting in seamless transition from order request to fulfillment.

Designed new checklist system and training tools across employee levels to increase understanding of processes driving programs and customer service delivery.

Changed grocery delivery schedule to conform to bi-weekly trash and recycling pickup schedule, reducing need for storage space and customer-facing clutter until pickup.

Partnered with University of California Santa Barbara (UCSB) Tenant Association President to sponsor educational events at family-student housing regarding cost effective ways for students to buy local and organic whole foods.

Improved business processes by developing spreadsheets, invoice processing tools and online presence for Volume Purchasing Program in collaboration with Scan Coordinator.

Established and oversaw Sunflower Kids Club program to target families via outreach and education. Also educated children in green lifestyle in collaboration with local non-profit group and educated adults in water resource retention, energy efficiency, gardening and composting.

Played key management role in developing food compost program for kitchen waste that provided compost for community gardens.

EDUCATION

BACHELOR OF ARTS IN ENVIRONMENTAL STUDIES / MINOR IN SOCIOLOGY

University of California Santa Barbara, Santa Barbara, CA

ASSOCIATE OF ARTS / EMPHASIS ON MATH, SCIENCE & ENGINEERING

De Anza College, Cupertino, CA