1. WENDELL L. WRIGHT
2107 West Bay Drive Muscatine, IA. 52761 563-607-0070 sirguitarman@gmail.com
SALES MANAGER / MANAGER- OPERATIONS
Sales Operations / Office Management / Business Development / Inventory Control / Customer Service
Expertise encompassing Sales management, operational improvements, organizational development, performance
improvement, and cost reduction. Proven record creating and leading successful sales campaigns in extremely
competitive markets.
• Increased line of business revenues of sales office by 10% in one year
• Reduced office waste and low productivity with technology engineering
• Increased customer satisfaction on service operations by 50% in first year
• Implemented new CRM database with significant process improvements
Key skills: Business leadership in sales and customer service organizations. Maximizing customer service by
creating best practice policies and organization. Developing high quality sales teams.
BA, Pacific School of Theology. (Insert Certifications, Awards here)
SELECTED ACCOMPLISHMENTS
Increased line of business revenues of sales office by 10% in one year
When I first came to Lodestar Industries sales in rental equipment was flat and not growing. After analyzing our
business markets and customer base I implemented a new program for rental equipment in the target markets we
supported. The result was a 10% increase in revenues in the first year of execution of the plan. I was recognized
as sales manager of the year as a result of this initiative. (Need $$$ numbers )
Reduced office waste and low productivity with technology engineering
Office equipment failures resulted in high amounts of lost productivity for Lodestar personnel. As office manager I
investigated the frequency and duration of these outages to develop a business case for automating our equipment.
The analysis told us that we would be able to replace the old equipment and obtain a 20% improvement in office
productivity. ( Need Results numbers in savings or productivity up lift)
Increased customer satisfaction on service operations by 50% in first year
Lodestar had lowest rating in customer satisfaction surveys for Northwest HVAC dealerships. This data was
established from customer surveys in our industry during 2000. As office manager revamped our customer service
interaction points for sales and field personnel, implemented a new performance program for Lodestar customer
service staff. These initiatives resulted in a 50% improvement in customer satisfaction ratings in the first year of
deployment. (How do you know you did?)
Implemented new CRM database with significant process improvements
As a lead customer service representative for Allsteel my role was to provide the business requirements for our IT
systems team focused on CRM development and deployment. This SME role provided the necessary liaison
support for IT to develop a comprehensive set or requirements for successful deployment in under six months. My
role also was critical to UAT testing, training, deployment and adoption by the business units. ( Need $$$ value of
new database)
CAREER SUMMARY
Customer Service Representative, Allsteel, 2000 to present. Position requires answering customer telephone inquiries,
addressing customer concerns, quality issues, warranty claims and product information requests; promoting product sales,
tactfully and professionally finding win-win solutions to real customer issues as well as extensive problem solving; basic
accounting and computer skills are used extensively to accommodate customers needs.
Operations Manager, Lodestar, 1992 to 2000. Managed inside sales, outside sales support, basic estimating, service
dispatching, account collections, job costing, computer systems administration, retail marketing, purchasing, customer service,
bookkeeping assistance, inventory control and general operations management.
Inside/Outside Sales Office Management, Position included both inside and outside sales; representing
several leading lines of HVAC equipment and accessories, inventory control, warehouse supervision and
organization, routing and dispatching of equipment deliveries and general office protocol. Outside sales
included both lead generated and cold calling of accounts.