RANDY W.

RAYMOND
20 Crestland Avenue, Toronto, ON M4C3L1 (416) 425-3552 raywal1695@gmail.com

By providing effective leadership and solidifying relationships, I have been able to communicate passionate ideas that lead to producing efficiencies and results. With over 25 years of customer service experience, I have a proven record in problem solving, quality assurance, client relations and partnership building. CORE COMPETENCIES

Problem Solving Relationship Building Project Management Continuous Improvement Business Development Exceptional interpersonal ability

Financial Accountability Logistics Adaptable to change

Client

CAREER ACHIEVEMENTS

Revenue Generation by cultivating client relationships and successful partnerships, resulted in a 20% increase of revenue in the last three years. Account Management knowledge depth of managing 50+ clients over 14 years. Offering order fulfillment, quality focused processes, project management, and cost savings. Effective Communication - as Account Manager, drive results through strong interpersonal interactions with internal departments, vendor partners and clients. This has resulted in long lasting relationships on a consistent basis.

PROFESSIONAL EXPERIENCE ARCHWAY MARKETING SERVICES, Toronto, Ontario Account Manager 2006 2012

(Promoted to Account Manager with Resolve Corporation, that company acquired by Archway Marketing Services In 2009) Position Overview The Account Manager serves as the primary contact for one large client or several key clients. In this role the Account Manager leads the development of account strategies and

Randy W. Raymond Page Two

the activities of the account team in executing those strategies and meeting client requirements. Business activities include, website development, print on demand, ecommerce, order fulfillment, executing special projects, and other client requirements that drive their business. Overall goals include attainment of the company and customer business objectives; consistent and timely delivery of services; new business development; increased account penetration; client relationship management; achievement of customer satisfaction metrics; and development of deep customer relationships at multiple levels.

Duties Drive revenue and profit growth in assigned accounts Lead the development and execution of effective account retention strategies Work with Account Director, Sr. Vice President/GM to develop and execute strategic account plan Create and execute business development strategies Develop, maintain strong and trusting client relationships at all levels Work closely with Account Management team to draft scopes of work and Service Level Agreement Ensure customer satisfaction and achievement of Service Level Agreements Support and maintain quality standards, policies and work instructions Stay current with changes in the client environment that could impact the relationship Manage, grow and mentor the development of employees Own accountability for client profit and loss, including revenue growth, gross profit and EBITDA Review quotes, provide final review and approval of client invoices and related reports Identify and address major areas impacting financial and resource planning

Personal notes

Manage key accounts, leading an Account team, generating $3 million in business revenue. Increased account list revenue by 10% from $2.7 Million to $3 Million within one year. Managed over 80% of Canadian client base, knowledge depth of several business offerings such as, web order portal / e-commerce, order fulfillment, warehousing, and transportation, across a diverse set of industries Prepare RFPs for new business within existing clients or outside opportunities

DDS DISTRIBUTION SERVICES, Toronto, Ontario 1998 2006 I progressed through the ranks based on a proven track record of client management, project execution, strategic planning and adaptability.

Randy W. Raymond Page Two

Coordinator, Client Service, 2003 2006

Promoted to manage additional clients, backup to Account Manager for team of 15 Mentored new employees in their roles, designated as Client Service trainer Responsible for client invoice sign offs, vendor invoices for Account Payable

Supervisor, Client Service, 2000 2003

Manage call centre, oversee order processing, and related enquiries Monitor and track call activity, address gaps and service issues Responsible for phone system and office equipment Continue to manage clients in role of Account Rep, while expanding client base

Account Rep, 1998 2000

First point of contact for clients regarding their ongoing business requirements Work closely with Account Manager, or directly with client to assure overall customer satisfaction Produce business reviews and client reporting for Management Develops and maintains strong and trusting client relationships on a daily basis