Jo Ann Davis
San Antonio,TX
Summary
Letter of Interest
Proficient Training supervisor with over 20 years of experience. Excellent understanding of how to plan, lead and evaluate courses for new and existing employees. Trained in all UPS tools and software with extensive UPS DRIVE knowledge. Utilizing the Head Heart Hand Leadership model.
Achievements include improving the outcome of employee performance through high-quality training programs. Adept at incorporating the needs of individual departments into training courses. Analytical and detail-oriented nature with excellent problem-solving abilities.
Overview
25
25
years of professional experience
1
1
Certification
Work History
SALES ACADEMY & UNIVERSITY TRAINING SUPERVISOR
UPS
08.2016 - Current
- Responsible for facilitation for over 300 new hire employees for Sales Academy and Account Executives in Sales University per year
- Presented new direction to training team based on research and feedback.
- Assessed new employee skills and strengths to provide customized training.
- Collaborated with company leaders and department managers to determine training needs.
- Updated employees with latest policies, procedures and compliance standards.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Provided recommendations for process improvements and discontinuation of ineffective or outdated methods.
- Selected or wrote appropriate curriculum for specific course topics.
- Integrated technology resources into courses to diversify instruction.
- Created and maintained detailed training records and reports for management review.
- Produced training manuals, presentations and resources for enhanced learning.
- Coordinated with other department leaders to identify training needs and develop targeted solutions.
- Trained new hires to perform cross-training exercises with experienced workers.
ENTERPRISE SUPERVISOR
UPS
01.2016 - 08.2016
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
- Monitored workflow to improve employee time management and increase productivity.
- Enterprise Business Plan 2,075,801 ~ 102% with growth of 15%
INSIDE SALES OPERATIONS SUPERVISOR
UPS
01.2014 - 01.2016
- Developed and rolled out first Sales Operations/IWP/Retail/Bench Supervisor with various tasks and roles.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
- Developed and implemented customer service policies to enhance satisfaction.
- Gathered, organized and input information into digital database.
- Educated staff on organizational mission and goals to help employees achieve success.
- Developed effective improvement plans in alignment with goals and specifications.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Generated reports detailing findings and recommendations.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Created and managed project plans, timelines and budgets.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Monitored workflow to improve employee time management and increase productivity.
- Motivated and trained employees to maximize team productivity.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Managed internal operational standards and productivity targets.
- Completed and updated staffing report for yearly new hire projections of approximately 150 employees
INSIDE SALES MIDDLE MARKET SUPERVISOR
UPS
01.2011 - 01.2014
- Managed and developed Inside Sales Reps 24 direct reports
- Managed and developed Inside Sales Lead Reps
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Implemented systems and procedures to increase sales.
- Performance to increase sales opportunities, customer relations, volume, and revenue growth.
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Managed accounts to retain existing relationships and grow share of business.
- Business Plan $1,685,699 Middle Market 112% -120%
- Middle Market Red River brought Business plan over 120%, Ohio Valley brought Business plan from 87% up to 112% in 12 months. Both teams full broad-based participation.
INSIDE SALES ASSOCIATE GROUP/IWP/FWP COACH
UPS
10.2005 - 01.2011
- Coached Inside Sales Reps In Associate Group, International Welcome Program, and Freight Welcome Program
- Developed and facilitated gap trainings for new graduating training classes and on floor representatives.
- Researched and identified possible new accounts for sales development.
- Assisted with creating scripts and responses for consumer interaction.
- Managed friendly and professional customer interactions.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Trained and developed new hires to handle prospect calls to provide product information, answer questions and resolve purchase hesitations.
INSIDE SALES TRAINING COACH
UPS
10.2005 - 01.2011
- Involved in development and facilitation of Inside Sales Accelerated Classroom Training
- Promoted to Supervisor in January 2011.
- Collaborated with other coaches to create and execute game plans.
- Utilized positive communication to encourage team and promote integrity and respect.
- Monitored team practices to establish high level of performance.
- Encouraged everyone to cultivate strong work ethic by demonstrating diligence, patience, and respect for others.
- Analyzed and evaluated team performance metrics to identify areas of improvement.
- Analyzed and adjusted team strategies throughout year to enable flexibility and maximize success.
- Assessed strengths and weaknesses of opponents to develop valuable techniques and increase preparedness.
- Trained and mentored new coaches on fundamentals of coaching to apply best practices and strategies.
INSIDE SALES FREIGHT/INTERNATIONAL PRODUCT SPECIALIST COACH
UPS
10.2005 - 01.2011
- Trained, taught, aided, and evaluated sales calls internally for Freight and International Specialists
- Supported and guided all representatives on site for international and freight.
- Continually expanded knowledge of international product line.
- Developed all Freight training for Inside Sales in Guatemala
- Trained over 50 continual new specialists rotating into position.
INSIDE SALES MIDDLE MARKET COACH
UPS
10.2005 - 01.2011
- Promoted from Inside Sales Rep to Middle Market Coach first 3 months of position.
- Trained, taught, aided, and evaluated sales calls internally for small package market including all bids, reports, and usage of all systems.
- Collaborated with other coaches to create and execute game plans.
- Utilized positive communication to encourage team and promote integrity and respect.
- Monitored team practices to establish high level of performance.
- Encouraged everyone to cultivate strong work ethic by demonstrating diligence, patience, and respect for others.
- Taught ISR's how to meet goals and measurements of organization in order to build cohesive, structured team.
TERRITORY MANAGER
Applied Energy Company
- 10.2005
- Managed outside territory establishing growth and new client base in power generation, cement, food/beverage, mobile, and manufacturing industries.
- Fluid analyst specialist in High Tech industry
- Book of business over $1 million in sales
- Established successful account relationships by building rapport and maintaining consistent communication.
- Analyzed sales data to identify areas for territory improvement and implemented strategies to maximize sales growth.
- Worked with vendors and suppliers to support timely delivery of products and services.
- Researched competitor activity and used findings to develop sales growth strategies.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Attended trade shows and industry events to promote company products and services.
FLUID POWER SALES ACCOUNT MANAGER
Quality Hydraulics & Pneumatics
11.1998 - 02.2001
- Managed specific fluid power products in Illinois and Wisconsin based territory.
- Created proposals for new and repeat customer business transactions.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
- Anticipated clients' needs by staying in touch on regular basis.
- Forecasted sales and established processes to achieve sales objectives and related metrics.
- Built client relationships by acting as liaison between customer service and sales teams.
- Contacted territory of over 500 new and existing customers to discuss new products and service
SUPPORT OPERATIONS TRAINING TECHNICIAN
Ocean Spray Cranberries, Inc.
- 11.1998
- Trainer Technician for all process divisions in manufacturing plant
- Maintenance rotation and line fill in
- Safety trainer and compliance developer for site including union staff.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Organized work to meet demanding production goals 150% compliant.
- Maintained quality assurance and customer satisfaction objectives.
Education
BSOL Organizational Leadership -
Excelsior
RemoteAssociate of Applied Science/Fluid Power Technology -
Gateway Technical College
Wisconsin05.1999
Skills
- Self-motivated
- Driven to excel
- Extensive management-customer relations experience
- Analytical problem solving
- Diverse sales background
- Strong leadership and teamwork skills
- Proficient computer skills
- Issue Analysis
- System Troubleshooting
- Operations Monitoring
- Relationship Building
- Team Training
- Documentation and Reporting
- Attention to Detail
- Project Management
- Multitasking and Organization
- Time Management
- Emotional Intelligence
- Active Listening
Certification
Situational Sales Negotiations Facilitator
Awards
- UPS Spirit Award ~Volunteer Recognition
- Presidential Honors
- Phi-Theta Kappa
- Scholarships for Scholastical Achievements
- Who’s Who in America’s Jr. Colleges
- Outstanding Performance Awards
Additional Information
- Awards -UPS Spirit Award ~Volunteer Recognition, Presidential Honors, Phi-Theta Kappa, Scholarships for Scholastical Achievements, Who’s Who in America’s Jr. Colleges, Outstanding Performance Awards.
- Committee Chairperson – Boy Scouts of America & DeMolay
- Event planner – United Way, American Red Cross, Boy Scouts of America, Girl Scouts of America, Catering, Salvation Army, Missions, United Methodist Church
- Women’s Leadership Development ~ Chairperson ~ Rollout of program into Inside Sales
- United Way Golf Committee ~ Co-Chair for 12 years planning, developing, and executing our annual golf outing to raise money for United Way.
- Lifetime Committee Member – Van De Walle Fajita Corral - Rodeo volunteer
Timeline
SALES ACADEMY & UNIVERSITY TRAINING SUPERVISOR
UPS
08.2016 - Current
ENTERPRISE SUPERVISOR
UPS
01.2016 - 08.2016
INSIDE SALES OPERATIONS SUPERVISOR
UPS
01.2014 - 01.2016
INSIDE SALES MIDDLE MARKET SUPERVISOR
UPS
01.2011 - 01.2014
INSIDE SALES ASSOCIATE GROUP/IWP/FWP COACH
UPS
10.2005 - 01.2011
INSIDE SALES TRAINING COACH
UPS
10.2005 - 01.2011
INSIDE SALES FREIGHT/INTERNATIONAL PRODUCT SPECIALIST COACH
UPS
10.2005 - 01.2011
INSIDE SALES MIDDLE MARKET COACH
UPS
10.2005 - 01.2011
FLUID POWER SALES ACCOUNT MANAGER
Quality Hydraulics & Pneumatics
11.1998 - 02.2001
TERRITORY MANAGER
Applied Energy Company
- 10.2005
SUPPORT OPERATIONS TRAINING TECHNICIAN
Ocean Spray Cranberries, Inc.
- 11.1998
BSOL Organizational Leadership -
Excelsior
Associate of Applied Science/Fluid Power Technology -
Gateway Technical College