Summary
Overview
Work History
Skills
Timeline
Generic
Robert J. Hayduk

Robert J. Hayduk

Weston,Wisconsin

Summary

Results driven sales and account service management professional offering over 35 years of valuable experience and success in cultivating and managing customer relationships and growing sales. Over 25 years’ experience in telecommunications channel management roles working with Agents, VARs, Interconnects, ISPs and other channel partners. Consistent performer who leverages strong, long-term relationships with telecom channel partners into both quick wins for employers and partners; and sustaining revenue streams. Frequent President’s Club and Chairman’s Club winner, meeting and exceeding average quota attainment of 150% of quota. Excellent experience with a wide range of telecommunications solutions including VoIP, IP PBX, SIP Trunking, T1, DS1-DS3, etc. Collaborate with channel partners, strategic partners, and service and support personnel to ensure all aspects of customer solution and experience are exceptional. Effectively combine sound technical and industry knowledge with creativity and in-depth marketing expertise to develop and present innovative win-win solutions for customers.

Professional Restaurant Leader with extensive background in overseeing daily operations, enhancing guest satisfaction, and driving revenue growth. Skilled in staff development, inventory management, and strategic planning. Strong focus on teamwork and adaptability, ensuring efficient service and high standards. Known for problem-solving abilities and fostering collaborative work environment to achieve outstanding results.

Overview

42
42
years of professional experience

Work History

Restaurant Operations Manager

Pizza Ranch Buffet Restaurant
08.2023 - Current
  • Staff Management: Hiring, training, supervising, and evaluating staff, including kitchen staff and buffet attendants. Ensuring staff adhere to health and safety regulations and provide quality service.
  • Food Quality and Safety: Oversight food preparation, ensuring proper handling and storage of food, and maintaining a clean and safe environment.
  • Cost Management: Managing budgets, controlling food costs, minimizing waste, and optimizing inventory.
  • Customer Service & Satisfaction: Addressing customer complaints, ensuring a positive dining experience, and taking steps to improve service based on feedback.
  • Daily Operations: Managing daily operations, including scheduling staff, organizing the buffet, and ensuring the restaurant runs smoothly.
  • Marketing and Sales: Promoting the restaurant and its buffet offerings, potentially including special events or promotions.
  • Financial Reporting: Preparing reports on sales, expenses, and profitability.
  • Compliance: Ensuring adherence to all relevant regulations, including licensing, health, and safety standards.

Retail Wireless Sales Manager

US Cellular/UltraCom Wireless
02.2022 - 08.2023
  • Handling all aspects of the sale, to include customer contracts, customer bill payments, customer warranty & service issues, and cash/ credit card/ check transactions.
  • Meeting all sales objectives and company goals.
  • Develop, maintain and foster customer relationships while ensuring ongoing communication with customers through a company call program.
  • Maintain a strong, up to date knowledge of wireless products, services, plans and accessories.
  • Implemented customer engagement strategies that improved retention and satisfaction rates.

Call Center Manager – Scheduling and Dispatch

Sunshine Acres Children’s Home
06.2020 - 01.2022
  • Manage a Team of eight (8) Inbound Call Center Representatives, who take calls from potential Donors, to schedule home pickups of donated items.
  • Work within a team structure to provide quality Donor home pickup scheduling and Truck dispatch, and efficient call/online handling.
  • Answer general questions, provide education, and offer service to Donors in a professional and courteous manner with 100% first call resolution and customer retention focus.
  • Handle, research, and resolve “escalated” phone, online, and/or email inquiries/requests from Donors.
  • Use Microsoft Programs and client specific computer systems and databases to review accounts and update data with accurate information.
  • Track and document Call Center Representative contacts into Customer Relationship Management (CRM) applications and systems, to including typing clear and concise notes for each action taken.
  • When circumstances dictate, communicate with appropriate Departments for follow up.
  • Maintain strict confidentiality with customer account information.
  • Keep abreast of Donor developments affecting customer service, new product offerings and processes of company and customer service center by reading daily updates and conducting weekly briefings/training.
  • Conduct Direct Report Employee evaluations using quality coaching tools to assess personal skill development and review results with Representatives.
  • Participate in Monthly meetings and contribute ideas to Executive Management for the improvement of the team or improvement of the work process.
  • Develop, implement, and enforce acceptable attendance and punctuality. Implement policy and procedures for communicating any changes and preferences in schedule to employees.
  • Support additional duties as necessary in high volume or promotional periods.
  • Adhere to company and Donor productivity and quality performance expectations and policies and procedures and evaluate Direct Report performance based on said expectations.

Customer Care Team/Quality Assurance Leadership

Shutterfly, Inc.
07.2016 - 06.2020
  • Respond and resolve in/outbound customer service escalations and issues via telephone, live chat and email.
  • Work within a team structure to provide quality customer care and efficient call/online handling.
  • Answer general questions, provide education, and offer service to customers in a professional and courteous manner with 100% first call resolution and customer retention focus.
  • Handle, research, and resolve phone, online, and/or email inquiries/requests from customers.
  • Use Microsoft Programs and client specific computer systems and databases to review accounts and update data with accurate information.
  • Track and document customer contacts into customer relationship management applications and systems, to include typing clear and concise notes for each action taken.
  • Obtain and verify information by phone or online, using professional and courteous phone techniques.
  • Complete all follow-up work related to customer inquiries.
  • Set up new accounts for customers, including helping to explain the differences in products, and identifying customer needs.
  • When circumstances dictate, communicate with appropriate offices for follow up.
  • Maintain strict confidentiality with customer account information.
  • Keep abreast of client developments affecting customer service, new product offerings and processes of company and customer service center by reading daily updates and attending briefings/training.
  • Conduct self-evaluations using quality coaching tools to assess personal skill development and review results with Supervisors.
  • Participate in team meetings and contribute ideas to Management for the improvement of the team or improvement of the work process.
  • Maintain acceptable attendance and punctuality. Follow policy and procedures for communicating any changes and preferences in schedule to Supervisor.
  • Support additional duties as necessary in high volume or promotional periods.
  • Adhere to company and client productivity and quality performance expectations and policies and procedures.
  • Relay customer insights for continuous improvement.

Executive Managing Partner

Wow Factor Web Concepts, LLC.
04.2015 - 07.2016
  • Conducting firm’s strategic planning process to refine the firm’s mission, vision and values and assess its current state at least once per year.
  • Finalizing corporate objectives and ensuring that they are met every year.
  • Establishing a company financial plan and ensuring that it is met each year.
  • Acting as the “spiritual and values leader” for the Company.
  • Acting as the primary partner interface, holding partners responsible for their specific goals, responsibilities, and behavior.
  • Working with the partner group to review and commit to the products and services that will serve as the firm’s core and specialty services.
  • Evaluating and overseeing all business expansion opportunities, including merger and acquisition opportunities.
  • Assisting direct reports with setting and meeting their goals.
  • Human Resources
  • Approving all new position descriptions, new hires, promotions, and any disciplinary action, including firing of employees.
  • Reviewing and approving all partner and manger annual performance reviews before they are delivered.
  • Reviewing and approving career road maps and compensation plans for his/her assigned staff.
  • Participating in the recruiting process for manager and above candidates, as warranted.
  • Marketing
  • Managing strategic vendor relations and vendor contracts.
  • Developing and gaining buy-in to the firm’s market positioning, messaging and annual marketing plan and assisting those assigned to implement it as needed.
  • Developing alliances with 3rd parties, including other industry related vendors and contractors, as warranted.
  • Approving the firm’s calendar of events.
  • Representing the firm at key community events, firm functions, and other meetings.
  • Sales
  • Reviewing the firm’s sales pipeline, helping refine the sales process and assisting in closing engagements, as needed.
  • Reviewing all prospective clients to ensure good fit and accept clients.
  • Reviewing and approving all proposals to clients.
  • Client Service
  • Handling escalated client concerns as warranted.
  • Risk Management
  • Ensuring the firm is protected against risk including managing the firm’s insurance and legal interface.

Business Procurement/Corporate Website Design – Customer Development Team Supervisor

GoDaddy, LLC.
08.2013 - 04.2015
  • Managed multiple telemarketing teams of personnel selling and servicing technology products or services to small businesses and consumers.
  • Consult, recommend, and enable the right online product and service strategies to help customers with their business or personal needs.
  • Deliver stellar customer service while troubleshooting a technical support escalation call.
  • Developed and implemented account strategies, coordinated all interactions with key contacts, provided accurate forecasts, risk assessments and account scorecard to Executives.
  • Reason for leaving: Due to budget cuts and local economic downturn, the company closed the Las Vegas office. I was offered the ability to move to Dallas, but respectfully declined.

Regional Sales Manager – Alternate Channel Sales

Airband Communications, Inc.
01.2011 - 07.2013
  • Managed more than 30 agents, brought on in the first 4 months of employment; achieved monthly incremental revenues of $18K - 25K+ in under six months.
  • Owned RFI process for assigned accounts and designed and executed account plans for entire account base.
  • Monthly quota of $25K.
  • Developed and implemented account strategies, coordinated all interactions with key contacts, provided accurate forecasts, risk assessments and account score card to management.
  • Reason for leaving: Due to budget cuts and local economic downturn, the company closed the Las Vegas office. I was offered the ability to move to Dallas, but respectfully declined.

Regional Sales Manager – Alternate Channel Sales

Telarus, Inc.
01.2010 - 12.2010
  • Managed more than 50 agents; achieved monthly incremental revenues of $18K - 25K+ in under six months.
  • Owned RFI process for assigned accounts and designed and executed account plans for entire account base.
  • Monthly quota of $50K.
  • Developed and implemented account strategies, coordinated all interactions with key contacts, provided accurate forecasts, risk assessments and account score card to management.
  • Reason for leaving: When initially hired, monthly quota attainment was $18K. After six months of employment, quota was raised to $50K. Current economy could not support such a quota, so subsequently, I was unable to earn adequate commissions.

Regional Sales Manager – Alternate Channel Sales

ACC Business
11.2008 - 12.2009
  • Added minimum of 2 new Agents in each month of employment since July 2008. Managed in excess of 70 agents; achieved monthly incremental revenues of $20K in under six months.
  • Owned RFI process for assigned accounts and designed and executed account plans for entire account base.
  • Monthly quota of $18K.
  • Developed and implemented account strategies, coordinated all interactions with key contacts, provided accurate forecasts, risk assessments and account score card to management.
  • Reason for leaving: ACC Business and AT&T merged their direct and channel sales organizations into one group. Company decided that a work force reduction was necessary. To make it fair, they laid off the employees with the least amount of tenure within the company.

Regional Sales Manager – Alternate Channel Sales

McLeod USA
03.2007 - 08.2007
  • Added 16 Agents in initial two months and 22 agents by end of tenure; achieved monthly revenues of $32K in under six months.
  • Owned RFI process for assigned accounts and designed and executed account plans for entire account base.
  • Monthly quota of $20K.
  • Developed and implemented account strategies, coordinated all interactions with key contacts, provided accurate forecasts, risk assessments and account score card to management.
  • McLeod was acquired by PaeTec in September 2007.

Western Regional Sales Manager – Partner Sales

Level (3) Communications/Broadwing
05.2006 - 02.2007
  • Added 40 independent telecommunications Partners (Agents, VARs, etc.) and brought in monthly revenues that ranged from $27K to $110K.
  • Creatively and competitively responded to RFP’s and RFI’s. Monthly quota of $20K.
  • Introduced new products and services such as VoIP/Multimedia Convergent services to key executives, managing product and service introduction from trial use to production execution.
  • Formulated and sold large customer Volume Purchase Agreements increasing company revenue while reducing customer costs.
  • Cultivated and maintained C-level and technical customer relationships by combining the ability to actively listen pay attention to detail and respond to customers with creative solutions geared for them. Collaborated with channel partners to develop and market innovative customer-specific telecommunications and multimedia solutions.
  • Broadwing was acquired by Level(3) in January 2007.
  • Reason for leaving: Due to internal chaos over the Broadwing takeover by Level (3), it became increasingly difficult to perform my job function to the level that I felt it should be performed. I was speaking to a great friend at McLeod USA who made mention of an open Sales Manager position. I left Level (3) to pursue that position at McLeod USA.

Regional Director of Dealer Sales – West Region

Metropolitan Telecom (METTEL)
10.2005 - 05.2006
  • Added 30 independent telecommunications Agents and exceed monthly quota of 1,000 lines by 500% to 2000%.
  • Owned RFI process for assigned accounts.
  • Designed and executed account plans for entire account base. Monthly quota of $25K.
  • Developed and implemented account strategies, coordinated all interactions with key contacts, provided accurate forecasts, risk assessments and account score card to management.

Regional Director of Dealer Sales – West Region

Vartec Telecom, Inc.
08.2001 - 10.2005
  • Recruited, trained, and managed a program of over 240 active telecommunications Agents out of a pool of 1,000 agents.
  • Designed and executed account plans for entire account base. Exceeded a monthly quota of $25K.
  • Developed and implemented account strategies, coordinated all interactions with key contacts, provided accurate forecasts, risk assessments and account score card to executive management.

Regional Director of Sales – Alternate Channel Sales

LCI International/Qwest Communications
01.1984 - 01.2001
  • Promoted to positions of increased responsibility due to proven ability to cultivate and maintain customer relationships, consistently meet, or exceed sales quota and grow revenue.
  • Managed all channel sales within assigned accounts collaborating with direct and indirect channels as well as third party strategic technology and business partners to increase revenue and grow customer base.
  • Coordinated with engineering, customer service and customer support teams to develop and implement a complete customer solution.
  • Developed local strategies and integrated into the National Accounts Program.
  • Trained new sales and support personnel on products and services offered as well as company policies and procedures.
  • LCI International acquired by Qwest Communications in 1998.

Skills

  • Multi-unit management
  • Manager support
  • Labor management
  • Employee safety
  • Profit & loss
  • Recruitment and hiring
  • Inventory management
  • Employee scheduling
  • Staff development
  • Performance evaluation
  • Budget planning
  • Labor scheduling
  • Cost-benefit analyses
  • Business planning
  • Recruiting
  • Operations improvement
  • Operations review
  • Location launch
  • Culinary operations
  • Local marketing initiatives
  • Inventory control and record keeping
  • Passion for customer satisfaction
  • Organization and prioritization
  • Customer engagement
  • Adaptable
  • Team management
  • Customer loyalty
  • Food service background
  • Point of sale (POS) system operation
  • Supervisory skills
  • Operations management
  • Business operations expertise
  • Kitchen equipment operation and maintenance
  • Customer-oriented
  • Staff management
  • Food plating and presentation
  • Complaint resolution
  • Pre-shift walk-through
  • Conflict resolution techniques
  • Staff scheduling
  • Employee retention
  • Performance improvement
  • Schedule coordination
  • Shift management
  • Recruitment
  • Trained in performance and wage reviews
  • Supply chain management
  • Promotions planning
  • Regulatory compliance
  • Order delivery practices
  • Resource allocation
  • Labor and food cost control
  • Purchasing and cost control
  • Take-out service
  • Stable work history
  • Full service restaurant background
  • Employee recruitment expertise
  • Personnel recruiting
  • Honed marketing skills
  • Restaurant operations management
  • Restaurant promotion management
  • Table management
  • Customer service best practices
  • Kitchen oversight
  • Employee schedule management
  • Proven sales record
  • Teamwork
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Time management
  • Reliable and responsible
  • Attention to detail
  • Problem-solving abilities
  • Multitasking
  • Collaboration and teamwork
  • Multitasking Abilities
  • Reliability
  • Excellent communication
  • Critical thinking
  • Customer satisfaction
  • Organizational skills
  • Team collaboration
  • Team leadership
  • Active listening
  • Effective communication
  • Adaptability and flexibility
  • Money handling
  • Decision-making
  • Cash handling
  • Food preparation
  • Safe food handling
  • Relationship building

Timeline

Restaurant Operations Manager

Pizza Ranch Buffet Restaurant
08.2023 - Current

Retail Wireless Sales Manager

US Cellular/UltraCom Wireless
02.2022 - 08.2023

Call Center Manager – Scheduling and Dispatch

Sunshine Acres Children’s Home
06.2020 - 01.2022

Customer Care Team/Quality Assurance Leadership

Shutterfly, Inc.
07.2016 - 06.2020

Executive Managing Partner

Wow Factor Web Concepts, LLC.
04.2015 - 07.2016

Business Procurement/Corporate Website Design – Customer Development Team Supervisor

GoDaddy, LLC.
08.2013 - 04.2015

Regional Sales Manager – Alternate Channel Sales

Airband Communications, Inc.
01.2011 - 07.2013

Regional Sales Manager – Alternate Channel Sales

Telarus, Inc.
01.2010 - 12.2010

Regional Sales Manager – Alternate Channel Sales

ACC Business
11.2008 - 12.2009

Regional Sales Manager – Alternate Channel Sales

McLeod USA
03.2007 - 08.2007

Western Regional Sales Manager – Partner Sales

Level (3) Communications/Broadwing
05.2006 - 02.2007

Regional Director of Dealer Sales – West Region

Metropolitan Telecom (METTEL)
10.2005 - 05.2006

Regional Director of Dealer Sales – West Region

Vartec Telecom, Inc.
08.2001 - 10.2005

Regional Director of Sales – Alternate Channel Sales

LCI International/Qwest Communications
01.1984 - 01.2001

Similar Profiles

CREATE PROFILE
Robert J. Hayduk