Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mike Dent

Porter,TX

Summary

Seasoned management professional bringing over ten years of operations, service and sales experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.

Overview

17
17
years of professional experience

Work History

District Service Manager

UniFirst
Austin, TX
01.2017 - 08.2020
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Managed costs and billing with 100% accuracy and resolved financial discrepancies effectively through organizational management of account information using internal company software.
  • Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
  • Developed highly-efficient administrative team through ongoing coaching and professional development opportunities.

Operations Manager / Customer Service Manager

RWG / Gonzalez | Solutions for Business
Austin, TX
01.2015 - 11.2016
  • Managed operations associated with custom print, promotional items, corporate apparel and custom eCommerce sites while managing internal marketing strategy and collateral.
  • Facilitated all phases of operational workflow associated with incoming custom marketing collateral orders including: initial proposal, graphic art requests, freight details, margin management and invoicing.
  • Effectively managed, monitored and prioritized production schedule containing 50-100 on-going custom projects at any given time.
  • Continually trained sales and customer service staff on organization’s internal cloud based ERP software (Thalerus/Vibenet), web ordering platforms (Four51) and CRM (Netsuite).
  • Served instrumental role in organizational transformation by implementing and rolling out new internal software/ ordering platform/CRM/website throughout successful large-scale corporate restructuring.
  • Developed and streamlined organizational systems to boost efficiency and keep operations scalable and agile for changing demands.

Strategic Business Development Leader

RWG / Gonzalez | Solutions for Business
Austin, TX
05.2014 - 01.2015
  • Prospected and sold e-commerce-based bundled service model directly to C-level executives and high-level decision makers typically within finance, operations or IT roles.
  • Built and managed base of 40+ clients with projected recurring annual revenue of $500,000 within very short time frame.
  • Implemented and executed very effective collaborative sales process involving OneNote, Outlook, LinkedIn, Google (and other data driven sites) and CRM utilization in team selling environment.
  • Prepared and delivered proposals and quarterly business reviews to client executives to leverage opportunities for deeper account entrenchment and optimize customer lifetime value.
  • Managed rollout process and account maintenance for client implementations; interfaced with end-users and management personnel to ensure smooth transition and communication of clear expectations.

Solutions Consultant / Account Executive

Office Edge
Austin, TX
01.2013 - 04.2014
  • Consulted on office, break room, janitorial/sanitation and furniture supplies in several markets verticals including: legal, dental, medical, tech and private sector.
  • Closed over 50 new accounts in short period of time by utilizing current prospecting techniques and past relationships.
  • Personally, created specific and tailored sales process that proved to be very effective in supply industry.
  • Provided unmatched level of customer service and attentiveness which created very high level of client loyalty.
  • Gained extensive industry knowledge by attending distributor and purchasing association seminars.

Solutions Consultant / Account Manager

The Whitley Group
Austin, TX
08.2011 - 12.2012
  • Consulted on marketing campaigns containing high definition print, digital print, variable direct mail, targeted email and mobile messaging (SMS).
  • Projected to achieve $500,000 in new business for first year and $1,000,000+ in second year.
  • Developed and maintained long-term relationships with clients, fostering strong service bonds and encouraging return patronage
  • Managed diverse projects and resolved complex issues to support timely completion
  • Worked closely with senior leadership to complete projects and solve complex issues on strict schedules and budgets

Senior Account Manager

Texas Star Document Services
Austin, TX
07.2003 - 07.2011
  • Consulted law firms and corporations on document management in every phase of litigation and trial.
  • Ranked as top account manager annually from 2006 – 2011.
  • Brought in largest single project in company history ($500,000 +).
  • Awarded Las Vegas trip for being first account manager to obtain $300,000 in sales within 6-month period.
  • Increased territory revenue every year since 2003.

Education

MBA - Business Management

Southwest Texas State University
San Marcos, TX
05.2000

Sandler Sales/Management Training School
06.2005

Skills

  • Strategic business planning
  • Documentation and reporting
  • Customer service management
  • Culture development
  • Staff Management
  • Budgeting
  • Contract Management
  • Quality assurance

Timeline

District Service Manager

UniFirst
01.2017 - 08.2020

Operations Manager / Customer Service Manager

RWG / Gonzalez | Solutions for Business
01.2015 - 11.2016

Strategic Business Development Leader

RWG / Gonzalez | Solutions for Business
05.2014 - 01.2015

Solutions Consultant / Account Executive

Office Edge
01.2013 - 04.2014

Solutions Consultant / Account Manager

The Whitley Group
08.2011 - 12.2012

Senior Account Manager

Texas Star Document Services
07.2003 - 07.2011

MBA - Business Management

Southwest Texas State University

Sandler Sales/Management Training School

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