Director, Customer Sales & Service, General Manager, Organizational Leadership
| | | | | | Industry Focus: | Management & Business, Sales & Sales Management, Customer Service | | Job Title: | Director, Customer Sales & Service, General Manager, Organizational Leadership | | Experience: | 15 20 Years | | Looking For: | Permanent Full-Time | | Visa Status: | U.S. Citizen | | Salary: | $50000 - $100000 | | Education Level: | 4-Year College Degree | | Security Clearance: | Active Confidential | | Relocation: | Any Location | | Travel Preference: | No Preference | |
Resume/Curriculum Vitae:
Cynthia Howell
1030 Nash Lee Drive SW, Lilburn, GA 30047
Cell: (678) 521-5318
E-mail: cmanninghowell@aol.com
FORTUNE 150 OPERATIONS AND SALES EXECUTIVE; STARTUP PROFESSIONAL
Collaborative Management Style, Strong Leader, Teaming, Employee and Customer Retention Specialist, Turnaround, Systems Implementation, Manufacturing, Retail, Wholesale and Consumer Products Industries, Performance Optimization, Trainer, Professional Consultant, Ability to Create Effective Interpersonal Relationships, Multi-Site Operations, Ethical, Organizational Leadership, Strategic Thinker, Conflict and Crisis Management, Best Practices and Benchmarking, Region Management with-in a Call Center Sales and Service Department, P&L Responsibility, ROI. Supply Chain, Product Management
SUMMARY OF QUALIFICATIONS
• Oversaw the operation of a nationwide B-to-B customer sales, service, and order
management facility with 150+ associates and an average of 88,000 inbound calls
per month.
• Managed 4 of Goodyear’s 9 regions, ranking in the top four in sales achievements
two years in a row.
• Gain extensive experienced in the use of a comprehensive disaster recovery and
crisis management system, Standard Operating procedures, Real Time Metrics for
analysis, and Intellagent2000.
• Developed a process for product management that resulted in a company wide
savings of $7.5 million per week.
• Assumed control of a retail / commercial facility with a 10-year loss history in
August 1986 and reversed its loss position by years end, showing an $8K profit.
• Applied experience to initiate new Start-ups and other Business Development
endeavors.
• Built numerous Business-to-Business relationships at the executive level.
• Recorded unprecedented success in consensus building, teaming and employee
retention, recording an attrition rate less than 2% during entire 19-year tenure with
Goodyear.
• Demonstrated success managing multi-million dollar budgets.
• Achieved outstanding results in internal and external customer relationship
management.
• Finished in the Top 50 of 3000 locations nationwide as a Multi-Site Master Store
Manager.
• Managed Wholesale Operations - Responsible for the District sales to associate
dealers.
• Experienced in International marketing operations
• Received numerous merchandising awards for spectacular cleanliness, creative
sales displays and numerous outdoor sales events.
• Achieved consistent record of increasing profit improvement and performance
optimization (40% increase first year as Store Manager, Redford, MI).
PROFESSIONAL EXPERIENCE
LEADERSHIP MANAGEMENT GROUP, INC Jan 2003 – Present
A FRANCHISEE OF LEADERSHIP MANAGEMENT, INC.
Director of Sales and Marketing, North Myrtle Beach, SC; Atlanta, GA
Recruited to assist in developing an independent start-up business-consulting firm. Assisted clients in overall productivity improvement using a successfully established Model for Effective Management. Key contracts with Taeryuk Rubber Company in South Korea, Fechheimer Uniform Company in Atlanta and Marathon Brake headquartered in Bogotá, Columbia. Assisted clients in overall productivity improvement using A Model for Effective Management Behavior.
• Maximized managerial and leadership effectiveness
• Create expanded empowerment, professionalism and effectiveness
• Provided specific feedback using validated assessment instruments
• Further developed our client organization’s understanding and use of goal setting
and key performance indicators in daily operations
• Created significant improvement in both individual and team problem solving,
decision making and leadership skills
• Built a leadership culture that will assure superior organizational performance for the
long term.
THE GOODYEAR TIRE AND RUBBER COMPANY 1984 – 2003
Customer Sales & Service Center Manager, RM, TL, Akron, OH 2001 – 2003
• Directed 45-150+ associates in the multi-department Customer Sales and Service
Centers.
• Assisted in the strategic development and implementation of goals, objectives and
numerous other relevant business metrics.
• Saved the corporation $30 million annually by continued development of the Product
Management and Information Tool.
• Oversaw one of the largest Corporate Accounts with record purchases of $180
million.
• Enabled Goodyear associates to sell and ship 400,000 discontinued products within a
two- week period enabling field associates to obtain their objectives and bonus
payments.
• Saved $1.3 million in potential cancelled orders and scrap tires/product by
identifying a major flaw in new SAP, ERP, R3 updates.
• Demonstrated ability to assess risk and respond accordingly.
• Recognized for high ethical standards, consensus building and teaming. Provided
excellent customer service. Successfully maintained a 4.63 CS rating out of 5.0.
Systems & Quality Specialist; infoLink / CSSC, Akron, OH 2000 – 2001
• Direct the coaching, monitoring and training of the best practice techniques to obtain
the maximum customer service-rating goal of 5.
• Enhanced cost-to-serve and control expenses.
• Oversaw crucial calibration meetings while updating the "nuance list" and coaching
forms.
• Designed, created and analyzed statistical studies for realistic productivity targets.
• Expanded the development of the Product Management and Information Tool (PMI)
to include core brands, custom brands, associate brands, as well as corporate
brands.
• Saved a documented $7.5 million weekly during 3-month trial period in inventory
and productivity losses.
o Identified gaps in the supply chain, product management and SAP.
o Developed a cross-functional interdepartmental automated database/process to
manage the company’s vast array of products during trial period.
o Received approval to implement company-wide.
• Responsible for the creation of approximately 150 new SOPs.
Customer Account Manager, Akron, OH 1995 – 2000
• Oversaw soliciting, orders processing and telemarketing of sales programs to grow
company market share.
• Achieved best in class sales and service support to internal and external customers
through continuous improvements in technology.
Master Multi-Site Store Manager / District Manager, Redford, MI 1988 – 1995
• Supervised operation of an eight bay Goodyear company-owned retail outlet while
acting as District Manager, overseeing 5 other retail facilities.
• Ranked in Top 50 of 3000 locations nationwide during 8-year tenure.
• Realized a 40% increase in sales and profits, in excess of $1 million in the first year.
Retail Sales Manager, Retail / Commercial Facility, Pontiac, MI 1986 – 1988
• Turnaround Specialist – specifically chosen to reverse center’s 10-year loss history.
• Reversed a $23 K loss position in August 1986 to an $8 K year-end profit.
• Effectively directed all aspects of the stores operation, including the management
and scheduling of store personnel, with 24/7 Commercial and Farm Tire Roadside
assistance, maintenance of records and filing, as well as the daily preparation of
sales and accounting reports.
• Additional duties included the efficient handling of retail tire and service customers.
• Managed commercial, wholesale, government and national account customers.
Inside Sales Manager, Livonia, MI 1984 – 1986
• Hired to assist in tire and service sales and satisfaction.
• Responsible for training new associates in sales techniques, closing the sale, add on
sales and customer retention.
• Oversaw merchandising, billing and inventory management.
EDUCATION
*MBA in progress @ UMUC - MS in Information Technology and Home Land Security
*Bachelors Degree, Interpersonal & Public
Communications; Minor, Industrial Psychology
Bowling Green State University, Bowling Green, OH
*Post Graduate of the Leadership Management
Institute, Waco, Management Institute, Waco, TX
*Phone Pro Sales & Service
*Behavior Management Associates Course Series
*Pritchard Change Management
*Facilitation
*High Performance Work Systems
*High Involvement Teams Management
*Turned-On Tuned-In
TECHNICAL PROFICIENCIES
Microsoft Word, Works, Excel, Power Point, SAP (ERP), EDI, CRM, IMS, GBMS and main frame applications, Lotus Notes, information technology, database, specialty software, IVR, VRU, skills based call routing, ACD, Intellagent2000, Blue Pumpkin
PERSONAL
ROTC, Member, Women’s Professional Partnership Program, Delta Zeta Sorority, BARCOP Scholarship, Dean’s List, Intramural Sports, Volunteer Work: Paraprofessional Counselor at the Link – Northwestern Ohio Crisis Intervention Center, Member of the Chamber of Commerce, Rotary Club member North Myrtle Beach, Myrtle Beach, and Little River, SC
_________________________________________________________________________
Cynthia Howell- Endorsements
E-Mail - cmanninghowell@aol.com
These endorsements can be verified via https://www.careerbuilder.com
Denise Blackburn, APR
Denise@marketingstrategiesinc.com
Active Cynthia is a dynamic individual who is attractive, personable and a real professional. She is extremely articulate. She is a “get-it-done†type who is able to move projects from start to finish with ease. Her easy and fun-loving personality made her a pleasure to work with. All of our employees, from designers to the technical production department, worked with her on various assignments and all commented on how much they enjoyed the experience. She never wasted time—yours or hers—and the end project were GREAT thanks to her input and enthusiasm. She is on top of industry trends and is probably one of the best communicators I have EVER worked with. Every meeting was a pleasure. I wish we worked with more individuals like her. I can recommend Cynthia without hesitation and will conclude by saying that both the employer and her fellow employees will benefit from her hire. I wish her the best! Denise Blackburn, APR President & CEO Marketing Strategies, Inc. 4603 Oleander Drive, Ste. 4 Myrtle Beach, SC 29577 (843) 692-9662
David Porosky
david.porosky@goodyear.com
Active
Had the opportunity and pleasure to work with Cindy and work for Cindy for about 4 years. Strong people skills and quite knowledgeable in her profession. Would love to work with or for Cindy again.
Jeff Healey
jeffery.healey@goodyear.com
Active
Cynthia never hesitated to put in the long, hard hours to handle projects, customer problems and associate issues. She had the respect of all who worked with and around her, and was known as a definite “go to†person. She was never temperamental and always levelheaded as a manager and leader.
Ed Farrugia
ed_farrugia@goodyear.com
Active I had the pleasure of working with Cynthia in the role of her supervisor and then later as she managed a team of associates supporting our sales efforts for the country. She possesses an excellent work ethic, knowledgeable, high self-motivation, team spirit, leadership ability, and a pleasure to do business with.
Rick Howell
rickphowell@aol.com
Active Cindy has been critical to the growth and development of Leadership Management Group, Inc. She has skillfully analyzed, developed and implemented the required processes and programs to capture, retain and further develop our growing customer base. Cindy’s dedication, integrity and professionalism in every endeavor is of the highest degree.
Employment Verification: You may call or verify online: 1-800-367-5690, Employer Code 10521 – The Goodyear Tire & Rubber Company, ref #381865332; Jun 11, 1984 – Jan 31-2003, 18 years 8 mo. Name during employment: Cynthia A. Healey www.theworknumber.com
These endorsements can be verified via https://www.linkedin.com
Dale Goodrich:
“It is truly a pleasure to endorse Cindy as a professional who takes her career very seriously. I have always known her to be a woman who understands what is required to be successful. Any employer fortunate enough to add her to their ranks will see, first hand, what can be accomplished by someone whose guiding principles are loyalty, integrity and superior customer service.†February 7, 2005
Dale Goodrich was with another company when working with Cindy at Howell & Associates.
Bruce Adams:
“Cindy is highly articulate, quick on her feet and displays a wealth of experience upon which to draw. She shows herself as a leader with strategic vision. What Cindy brings to the table is what most companies search for, a strong, but sensitive manager who can multi-task, achieve results and make profit for her employer. Someone better grab this talent quickly.†January 31, 2005
Bruce W. Adams was with another company when working with Cindy at Howell & Associates, Inc.
Jeff Healey
“At Goodyear, Cindy always had an open door management policy. She was a great tutor and coach to those under her supervision. Highly respected by her peers, and considered a “go to†person by the other departments within Goodyear. Very customer focused, be it internal or external. Her best asset is creativity in problem solving, and improving processes when necessary.â€
Jeff Healey, Project Coordinator, Goodyear, worked indirectly for Cindy at The Goodyear Tire & Rubber Co.
Ed Farrugia:
“I had the privilege to work with Cindy for 15 yrs, The personal and business dealings that I have had with Cindy were always above reproach, she conducts herself as a professional businessperson with high ethical standards. Having the opportunity to personally view her interactions with subordinates, always being accepted as a leader that truly cares about people, their families and their future.†February 8, 2007
Ed Farrugia, Region Manager, Goodyear Tire & Rubber Co; Managed Cindy indirectly at The Goodyear Tire & Rubber Co.
Paul Evert:
“Cindy did an outstanding job of managing a business and a profitable P/Lâ€
Paul Evert, Manager of Human Resources, Goodyear Tire & Rubber Co.; Managed Cindy indirectly at The Goodyear Tire & Rubber Co. December 8, 2007
Tony Adams:
“Cindy was always a pleasure to work with. She was very helpful and detail oriented. She was always willing to work hard to get things handled.†January 14, 2008.
Toni Adams, Materials Management Systems Analyst, The Goodyear Tire & Rubber Co. (colleague) worked with you.
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Cindy Howell1030 Nash Lee Drive
Lilburn, GA 30047 US
678-521-5318 (Day)
678-924-6416 (Evening)
678-521-5318 (Cellular)
cmanninghowell@aol.com
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