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Business Operations Manager

San Ramon, CA


Business Operations Manager with extensive experience in the design, implementation and administration of business processes and procedures, technology, marketing, graphic and website design concepts. Expertise in working with internal and external customers. Innovative leader and strategist who has expertise in designing and re-engineering business operations to meet a company’s strategic goals and to increase operational efficiencies. Budget management and vendor relations expertise. Designs and develops training programs and course materials.

Work Experience

Business Operations Manager

The Henke Group, Inc, Danville, CA

2005 2010

Managed the day to day operations of a professional services company that markets and sells computer hardware to distributors, contractors and end users (Northern California, Nevada, and Hawaii) that develop and support the computer infrastructure in the commercial building industry in the area of data centers, new buildings, schools, hospitals, etc. 
Provided inside support and account management for the channel partner sales force representing 12 telecommunications manufacturers in the Northern California / Hawaii regions. Over a five year period, assisted in generating significant growth for the company. 
Managed all aspects of daily business operations including pricing strategies, vendor relations, and order fulfillment, prepared quotes and resolved customer service issues. Developed account management program, performance standards, training programs, and Standard Operating Procedures (SOPs). 
Maintained company database in an Excel format which has 3,800+ local contacts including scrubbing the database when necessary to keep updated and made additions / deletions as requested. 
Established, implemented and documented business processes and procedures for all areas of office administration. Wrote and produced employee handbook and policy and procedural manuals. 
Performed extensive research and investigated all relevant technology to increase efficiency for outside sales force including hands-free email programs, MapPoint, customer software, etc. Maintained all company computer software updates, phone systems and web site which included: Accessline line phone system, Web Hosting Service, MS Outlook and Office software applications as well as company data base. 
Trained staff as well as new employees on new hardware and software programs and procedures. 
Maintenance and point-of-contact for all internal business systems including phones, email, websites. 
Designed, built and administered Sharepoint team site as well as maintained company website which saved company $7K in potential networking costs. 
Transitioned the company from Sharepoint teamsite to the new Google Apps environment. Customized Google Apps for the company and trained the executive management team on its usage. 
Produced monthly manufacturer reports on project / quote activity. 
Served as the in-house marketing department and designed and produced all company marketing collateral including flyers, mass email campaigns, and client promotional communications. Coordinated and executed marketing eBlasts to database contacts by category. Attended and worked tradeshows and counter days at distributor locations, as requested. Assisted management team in building marketing and sales presentations. 
Trade show work, set up and general event coordination. 
Designed and develop the company's website. Responsible for web design and development, production, maintenance, and functionality of site; ensured that material was designed, created, published, updated, and maintained in a timely fashion. Maintained and created electronic templates for staff to use when creating print materials that were produced and printed in-house. 
Assisted owners in increasing the company's market share by coordinating efforts for public relations, trade shows and special events. 
Coordinated manufacturer trainings 5-6 times per year by interfacing with 1,000+ local contacts. Developed, distributed and compiled registration forms of attendees and conducted any follow-up required with the manufacturers post-training. 
Ordered literature for all manufacturers accessing their individual software programs. 
Managed all discount programs for ordering office supplies / software / services. Researched and coordinated company office supply program including Retailer Rewards to save company money on all purchases. Researched and coordinated company credit card/expense reporting program. 
Monitored and resolved commission issues with the manufacturers. In addition, compiled & sent out the monthly manufacturer reports as requested. 
Centralized all manufacturer information, instructions, passwords and links into one or two instructional documents for management. Streamlined their handling of quotes and quote status which has resolved issues with distributors resulting in improved business relationships and efficiencies.

Business Account Administrator

Advantage Sales & Marketing, Pleasanton, CA

2001 2005

Managed the contract process for six business managers who were responsible for marketing, selling and distributing multiple food lines to retailer clients such as Luckys, Safeway, Albertsons and Raleys. Processed up to 30 manufacturer-specific contracts per week totaling over $6M in annual sales revenue. 
Handled inquiries from buyers relevant to the various product lines which included McCormick Spices, Best Food Mayonnaise and tartar sauce, Unilever Health and Beauty, and KNORR soup. Built rapport with new and existing customers. Achieved new business development goals by meeting deadlines. 
Coordinated and completed various sales-related projects including marketing flyers and promotional communications. Received the Administrator of the Quarter Award - Third Quarter 2004. 
Developed and generated complex monthly sales reports utilizing MS Excel and submitted to executive management. Created and analyzed data and used results as decision support for process improvement and client prioritization. 
Served as head of taskforce for in-house technology system review for one year. Facilitated weekly meetings and documented meeting minutes. Trained new staff members in the department.

Owner / Web Design and Marketing Consultant

Persuasions Consulting, Dublin, CA

2000 2001

Provided web, graphic design, and marketing services to various clients throughout the San Francisco Bay Area as requested. Experienced in conceptualizing and implementing designs for print and web clients. Passion for building and implementing designs that translated brand message. Projects include: logo and identity design, web design, marketing and promotional materials. 
Responsible for brainstorming creative concepts with clients, developing original design concepts, and overseeing the designs execution. Delivered presentations to clients, developed design specs for production, and oversaw graphics and layout for all projects. 
Consulted with clients to develop their marketing collateral and assisted in defining strategies and tactics for marketing campaigns. Updated and enhanced client's corporate website content and graphics.

Trade Promotion Control Supervisor

Bestfoods, Inc,

1991 1999

Managed the day to day operations and a staff responsible for the department that monitored and resolved customer deductions, trade promotions and deduction repayment. Directed a team of four remote claims administrators responsible for managing all aspects of customer claims processing including: co-op advertising claims, price adjustments, returns, credits, and unsaleable merchandise allowances. Retail client list included Safeway, Vons, and Luckys. Processed 60,000+ deductions over an eight year period. Saved the company $100K in promotional dollars. 
Managed a departmental annual budget of $150K. 
Assisted 80+ Account Managers, and National, Regional, and District Sales Managers with questions regarding account development funds administration, order fulfillment, customer claims, and questions about promotions, etc. 
Devised several monthly reports for executive management on status on receivables, customer deductions (chargebacks), returns and order processing. 
Monitored and measured department and employee performance by establishing quarterly and annual goals, delivering performance evaluations and providing coaching and leadership. 
Worked with distribution and customer service (order processing) to review processes and recommend systems enhancements and training to prevent order processing, picking, and shipping errors. Developed qualitative and quantitative methods and reporting to track customer pick pack, shipping, and order entry errors. Analyzed A/R reports. 
Partnered with the Marketing Department on getting new product information, pricing, and promotion information into the computer system timely and accurately to prevent any invoicing errors. 
Managed the software system conversion from the proprietary financial software package (JVKS) to Vista and SAP which resulted in increased productivity and operational efficiencies.

Bestfoods, Inc, Pleasanton, CA

1986 1999

Western Regional Customer Service Manager

Bestfoods, Inc,

1987 1991

Built the Western Regional Customer Service center. Staffed and managed the day to day operations of a centralized customer support center that supported four geographical territories including Dallas, San Francisco, Los Angeles, and Portland. Assisted the company in generating hundreds of thousands of dollars in annual sales. 
Managed a department budget and directed a staff of 4 direct reports who processed an average of 8,000+ orders per month. Retail customers included Safeway, Vons, Luckys, Ralphs, etc. Monitored and measured department and employee performance by establishing quarterly and annual goals, delivering performance evaluations and providing coaching and leadership. Defined and designed the scope of the organization. Implemented new business processes and procedures. 
Developed and provided major retail customers and executive management with monthly reporting which tracked order fill rate, "on-time delivery." Partnered and consulted with Distribution and Logistics to gather data and provide information to Marketing and Production Planning which improved forecasting, order fill rate, and on time delivery. Reviewed new products and promotions on a monthly/quarterly basis with marketing. 
Assisted Field Sales Management and sales team with follow up on orders, customer claims, and questions about promotions, etc. Worked closely with Field Sales, District, and Regional Managers as well as corporate Sales Management. 
Devised several monthly reports for executive management on status on receivables, customer deductions (chargebacks), returns and order processing. 
Assisted in the system conversion from (within a real time production environment) legacy system to a new Customer Order Management (COM) system.

Inside Sales Support

Bestfoods, Inc,

1986 1987

Assisted the executive management team and a sales force of 40-50 in successfully growing and managing the inside sales and customer service operations. Interfaced with customers such as Lucky, Albertsons, Alpha Beta and Safeway and distribution (warehousing and trucking companies) 
Established and implemented customer service and operational policies and procedures. Prepared operational, and product reports on distribution and inventory which were submitted to the executive management team for analysis of and forecasting for business trends and revenue goals. 
Planned and implemented Operations' schedules for food products and met shipment goals which ensured successful and timely distribution. Worked with the sales department to forecast inventory worth hundreds of thousands of dollars to ensure fulfillment of customer orders.


B.A. in Management

University of Phoenix, Pleasanton, CA


MS Office 2003 and 2007 (Word, Excel, Power Point) MS Expression Web, Adobe Photoshop CS2, Adobe Acrobat Standard 8.0, Sharepoint, MS Front Page, Vlingo, MS Map Point, Roboform, Drive Safely Software, Carbonite Online PC Backup, Easy Mail Merge, Spyware Doctor, Snag It, Lookout Add-in for MS Outlook 2003, LinkedIn, Facebook, Twitter, Google Apps, , HTML, DS Easy Mail Merge, MS Windows Movie Maker, Resume Maker
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