MARK H.

SHEFFEY
48 Rainbow Circle * Danville, California 94506 * 925-586-3631 * msa4405e@westpos
t.net

* SUMMARY OF QUALIFICATIONS *
Senior-Level Leadership: Sales Manager / Call Center Manager / Customer Service
Manager
Dynamic, motivated, and results-generating sales leader with a proven history of
developing and implementing sales and marketing strategies, propelling revenue
growth, and heading sales department operations. People-centric manager, reputab
le for training and motivating teams to sharpen sales and communications skills,
improve performance, and achieve goals and objectives. Polished, tactful, and e
ffective communicator, able to develop and maintain rapport with customers, coll
eagues, staff, and leadership personnel.
AREAS OF EXPERTISE
Team Leadership * Sales * Customer Service * Department Management * Personnel C
oaching and Mentoring
Communication * Performance Evaluations * Employee Incentive Programs * Staff Re
cruitment and Hiring
Personnel Motivation and Retention * Cross-Departmental Collaboration * Problem
Solving

* PROFESSIONAL EXPERIENCE *
R. W. LYNCH COMPANY, INC., San Ramon, California * 1999-2009
Award-winning legal group advertising company, servicing clients throughout the
United States.
National Sales Manager / Market Coordinator
Architected and evaluated strategies to drive sales, enhance client loyalty and
retention, and expand market penetration, teaming with customer service and mark
eting departments in the same. Captained team of 14 sales representatives, partn
ering with them in individual and group settings to conduct workshops, lead team
meetings, and provide one-on-one mentoring. Handled all sales department hiring
, personnel development, and terminations.
Propelled sales achievement in the Corporate Sales Department by organizing moti
vational events and innovating and managing employee incentives. Tracked sales p
erformance, and completed staff evaluations on weekly, quarterly, and annual bas
es. Maintained strong communication channels with company Vice President and CEO
as well as with internal leaders representing legal, customer service, marketin
g, and accounting departments.
Select Highlights:
* Skyrocketed sales by 20% through mapping and executing effective sales and mar
keting strategies.
* Played pivotal role in closing 40% of company's national sales.
* Achieved and maintained 95% employee retention rate in customer service depart
ment over 10 years, representing highest rate in company's 2 office locations.
* Recognized multiple times with Sales Manager of the Month award.
Additional roles included the following experiences:
Unit Manager and Call Quality Analyst for Providian Financial Corporation. Led t
eam of 14 telephone representatives, including training and mentoring team in sa
les and communications methods. Created and deployed performance evaluation tool
s, administered incentive programs, and completed regular performance reviews. E
nsured proper use of sales script, and provided feedback to representatives as w
ell as to management team. Held weekly production meetings, and headed workshops
focusing on sales, active listening skills, and building rapport.

* EDUCATION *
Associate of Arts in General Studies
American River College, Sacramento, California

* PROFESSIONAL DEVELOPMENT *
Corporate and Leadership Training Seminars
Various Continuing Education Courses
Dale Carnegie