Jacob Susa
Napa,CA
Summary
A business savvy management professional with over 20 years of delivering high-quality customer service, team-oriented with a "can do" personality. Develops strategic business plans and key performance indicators to maximize program success while implementing business systems and solutions.
Overview
17
17
years of professional experience
Work History
DIRECTOR OF DTC OPERATIONS
WINE SERVICE COOPERATIVE
06.2008 - Current
- Oversaw day-to-day production activities in accordance with business objectives.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Developed systems and procedures to improve operational quality and team efficiency.
- Mentored and coached team members to foster productive and engaging work environment.
- Achieved team goals through formalized training plans, coaching, and performance management.
CUSTOMER RELATIONS MANAGER
CELL MARQUE
06.2006 - 05.2008
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Managed customer relations on ongoing basis to maximize customer retention.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Supervised daily operations and sales functions to maximize revenue and customer satisfaction.
Education
Bachelor of Arts - Business Economics
California State University - Sacramento
Sacramento, CA06.1999
Skills
- Financial Analytics
- Executive Leadership
- Key Performance Indicators (KPIs)
- Customer Service and Strategic Networking
- Operating Procedures and Policies
- Customer Consultations
- Strategic Thinking
Timeline
DIRECTOR OF DTC OPERATIONS
WINE SERVICE COOPERATIVE
06.2008 - Current
CUSTOMER RELATIONS MANAGER
CELL MARQUE
06.2006 - 05.2008
Bachelor of Arts - Business Economics
California State University - Sacramento
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