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Job Wanted

Resume for Kimberly Arms



184 Harvard Road, Littleton, MA 01460

(978) 302-5872 Email: [email protected]





  • Masters level healthcare professional with over twenty years experience developing, implementing and managing complex projects within time and budgetary constraints.
  • Proficient in contracts operations management: negotiations, facilitation of RFP process and auditing.
  • Experienced in leading cohesive, high performing cross functional teams.
  • Proven strength in business development, budgeting and quality assurance initiatives.




Strategic Planning * Project Management * Budget Management & Analysis * Regulatory Compliance* Business Operations Management * Contract Management * Vendor Relationship Management* Negotiation * Marketing * Customer Relationship Management * Team & Professional Development* Problem Resolution * Recruitment                                                                                                                   




Premier Home Health Care of Massachusetts, Inc. Northborough, Pittsfield and Fall River MA

Regional Director, 2010-2016


  • Provided overall management and administration for three branch locations serving entire State of Massachusetts including evaluation of marketing and business development activities to achieve corporate objectives.
  • Contributed to the development of annual budgets of approximately $7M, projection models and subsequent P&L management.
  • Developed and executed plan to bring all branch locations into 100% compliance for all contracts.  
  • Decreased annual advertising costs by over 50% through the development and promotion of employee incentive programs.
  • Introduced new product line that resulted in 30% increase in sales within first year.
  • Increased overall branch gross margins by10% within a 2-year period.


Premier Home Health Care of Massachusetts, Inc. Worcester, MA

Branch Administrator, 2008-2010


  • Provided management and administration of the Worcester Massachusetts Branch that included ensuring compliance with all federal, state and local regulations as well as contract credentialing requirements.
  • Developed, implemented and monitored annual business plan including marketing and business development activities reflective of plan.
  • Created extensive marketing action plan resulting in 50% revenue growth within the first year. 
  • Expanded patient and paraprofessional census by 100%.
  • Improved company visibility by relocating branch from Worcester to Northborough in 2010.


Elder Services of the Merrimack Valley, Inc., Lawrence, MA

Assistant Director of Home Care, 2004-2007


  • Contributed to the management and administration of  $40,000,000 state home care program including; budget analysis, program performance measures, compliance with all state policiesand regulations, ongoing staff supervision and performance appraisals.
  • Responsible for management of state home care contracts: facilitation of request for proposal process, negotiations, contract development, performance monitoring and vendor audits.
  • Introduced a new system for client co-payment collections resulting in a 50% reduction of overdue co-payments within the first year.
  • Cultivated strategic partnerships with senior housing executives that led to the development of the 

corporation’s first HUD 202 Senior Housing.


Elder Services of the Merrimack Valley, Inc.

Project Manager, 1993-2004


  • Managed and administered state home care supportive services programs with a combined annual budget of $1,000,000+. Duties included budget analysis, program performance measures and compliance with all state and federal policies and guidelines.  
  • Co-authored corporation’s first $1,000,000 federal grant for supportive housing services and subsequent grants for additional program support over a 10-year period.
  • Designed and implemented innovative and cost effective model for supportive services developments leveraging resources to save significant amounts of money annually.
  • Expanded supportive services developments within the corporation’s territory by 75% within a 2-year period. 




Microsoft Office: Word, Excel, PowerPoint, Access, Outlook





Master of Science, Springfield College                                                Licensed Social Worker (MA)

Bachelor of Science, Fitchburg State University                     



Resume for Elizabeth Walsh

Elizabeth D. Walsh                                                                                    

161 Atlantic Avenue   Salisbury, Massachusetts 01952   (978) 580-8843   [email protected]





A hardworking and energetic sales professional with extensive experience in mastering new products and handling internal and external clients, using organizational, interpersonal and communication skills.  Accomplished in territory management and customer support.  Possesses a proven track record of increasing sales growth, customer satisfaction and repeat business.  A quick learner and adaptable team player who works cross-functionally to achieve results in a timely manner. 





US FOODS, INC., October 2005-June 2016

Inside Sales Representative, Seabrook, New Hampshire, 2008-2016


Serves as primary liaison between Hospitality Services Group and US Foods, responsible for $5 million in sales annually.  Processes customer orders, price quotes, sample requests, returns and credits accurately and in a timely manner.  Proactively recommends items to customers to increase customer satisfaction and improve order profitability.  Educates customers about terminology, features and benefits of products in order to improve customer satisfaction and increase sales.  Monitors scheduled shipment dates to ensure expedited and timely delivery.  Contacts customers following sales to ensure ongoing customer satisfaction and resolution of any complaints or issues. 


Works with marketing to coordinate food shows and rollout of new products via samples with hands-on demonstrations and presentations.


Works cooperatively with outside sales and brokers to grow existing customers, creating new customers and exceeding monthly sales quotas at the appropriate gross margin while increasing customer satisfaction. 


Increases sales and average order size through cross-selling, upselling and add-on sales by offering promotional sales items. 


Consistently earns incentives for upselling house-branded products. 


Provides telephone and sales support to all customers and eight internal departments, ranging in size from ten to 100 associates.



Territory Manager, Sales Representative, Peabody, Massachusetts,2005-2008


Introduced and sold new products to customers through sales presentations and food shows.  Supported customers by analyzing market trends and recommending products to support trends.  Worked with credit department and customers to collect all balances due based on approved credit terms.  Prepared sales budgets and reports, processed credits and pickup requests and prepared price quotes and menu suggestions based on current food costs. 


Built a $2 million customer base while maintaining existing customers and maximizing profitable sales. 


Increased customer base sales by 400% and gross profit by 42%, consisting of a 25% LIC administrative markup.


Exceeded monthly sales goals and new customer penetration. 


Managed customers’ delivery time windows as published by the transportation department and addressed any problems that occurred during the order process, such as delivery errors, truck shortages and stock outs.


Initiated cold calls and followed up on leads to generate new business.






SHAHEEN BROS., INC., Amesbury, Massachusetts

Accounts Manager, Sales Representative, 2002-2005


Primary account manager for $1.2 million customer base.  Provided profitable price quotes and established payment and credit terms to customers.  Introduced and sold new products to customers.  Successfully contributed to all company sales team product promotions.


Increased customer base sales by 60% and gross profit by 42% within a two-year period. 


Exceeded monthly sales goals and new customer penetration. 



CARLTON-BATES COMPANY, Haverhill, Massachusetts

Inside Sales Representative, 1999-2002


Responsible for expanding and maintaining sales in a $3.5 million account base, using strategic business planning, with a strong focus on major accounts. 


Provided all aspects of account management, including price quotes, expediting product, forecasting sales and resolving invoice issues.


Served as primary liaison between customers and manufacturers, utilizing communication and negotiation skills.


Generated leads and cold calls to assist field sales in expansion of customer base. 





KITCHEN & KUTCHIN, INC., Burlington, Massachusetts, Inside Sales Representative, Manufacturers’ Representative, 1989-1999Utilized communication and sales skills between customers and manufacturers’ representatives to identify customer product requirements and pricing.  Responsible for extensive product knowledge and market conditions for 35 manufacturers in the semiconductor industry.  Successfully implemented company sales strategies and business plans. 





Lasell Junior College, Auburndale, Massachusetts, A.A. in Accounting, 4.0 GPA





MS Word, Outlook, Excel, Tandem, Prism, Edge





Running (Completed First Half Marathon in 2014), Cooking, Animal Welfare





Annual beach cleanups




Resume for Sarai Figueroa

Sarai Figueroa

1 Water St. Apt 419 Haverhill, MA 01830

Phone: (978) 420-5522

E-Mail: [email protected]


Objective:                  To secure a management position where I can use my customer service skills and experience.



11/14 – 06/2016          Edgewood Retirement Community                                                       North Andover, MA

                                    Environmental Services Supervisor


Responsible for the day-to-day operations of the Environmental Services Department.


Hiring, training and supervising a staff of 20+ employees.


Maintaining a quality control program for Environmental Services staff.


Operating within budgetary guidelines.


Assisting Facilities Director.


Coordinating room cleanings as well as deep cleanings and special cleaning projects.


06/12 – 10/14             Providence Biltmore Hotel                                                                            Providence, RI

                                    Housekeeping Supervisor


Assisted the Director of Housekeeping during a $16 million renovation.


2+ years of union experience.


Inspecting guest rooms to guarantee cleanliness and make sure all standards were met.


Overseeing a housekeeping staff of 30+ employees.


Opening and closing housekeeping shifts in a 295 room property.


Setting up guest rooms for VIP’s as well as Site Tours for the Sales Department.


Kept track of “Lost & Found” items and returned them to guests accordingly.


03/11 – 06/12              Residence Inn by Marriott                                                                           Warwick, RI

                                    Housekeeping Inspector/Rotator


Inspecting guest rooms to make sure they were properly cleaned and that all Marriott standards were met according to company value.


Overseeing all housekeepers as well as opening and closing housekeeping shifts.


Gatehouse - Preparing breakfast menu for 90+ guests.


Front Desk – Experienced with FOSSE System, checking guests in and out as well as making reservations.


Laundry – In charge of washing, folding, and stocking all housekeeping supplies.


Housekeeping & Houseman – Proper cleaning of guest rooms and main areas in a 96 room property.




                                    Johnson & Wales University                                                                        Providence, RI

                                    Bachelor of Science,Hospitality Management                                               Received - 05/11

                                    Associates in Science, Hotel Management                                                     Received - 05/09


Added Qualifications:


        • Spanish speaking - Fluent and conversational
        • Experienced with Microsoft software – Word, PowerPoint, Excel



References Available Upon Request

Resume for Patricia McKeever

         Patricia E. McKeever

                                                            [email protected]



Programmer/Systems Engineer with expertise in the IT, Collection, Insurance and Real Estate Industries. Familiarity with many computer languages. Excellent attention to detail, ability to think outside the box and visualize the over all picture. Ability to focus on the problem at hand and streamline the processes. Proven ability to work well in a team environment as well as independently. Completed course of study in C# and ASP and ADO.NET.


Professional Development 

Knowledge of Excel, Word, and Outlook. SQL, Crystal Reports, courses in COBOL, Assembler, FORTRAN,  JCL, Visual Basic.NET 2.0, Visual Basic, Java Script, Object-Oriented Analysis and Design, Dream Weaver, HTML, Java Fundamentals, JD Edwards WorldWriter, Auditor Training


Professional Experience

Merkle Inc, Marlborough, MA                                                                          06/2012 – 08/2016

Senior Operation Analyst

  • Receive and process input feeds for Samsung, Clorex, Amgen, etc. using Tidal
  • Verify compliance, quality and accuracy of input using SQL queries
  • Perform file transfers using sftp
  • Coordinate production schedules
  • Monitor system up time, 24/7
  • Maintain documentation and logs using Microsoft Office Suite


Epsilon, Wakefield MA                                                                                     01/2011 – 02/2012  

Production Analyst

  • Receive and process input feeds for Kelloggs, Unix Operating system
  • Verify compliance, quality and accuracy of input using SQL queries
  • Perform file transfers
  • Coordinate production schedules
  • Monitor system up time, 24/7
  • Maintain documentation and logs using Microsoft Office Suite, including Pivot Tables


Stephens and Michaels Associates, Salem, NH                                                07/2009 – 11/2010


  • Develop and Maintain complex Artiva Collection Database scripts for clients
  • Create consolidated Crystal Reports from the Artiva Relationship Database


Fidelity Investments, Boston, MA                                                                     07/2007 – 11/2007

Programmer/Analyst/Production Support Engineer - Fidelity Pricing & Cash Management Services – Contract Position                      

  • Maintained and created Mainframe Programs, Endevor, Control M, Cobol II, TSO
  • SPUFIs to query and access information on the DB2 database, exposure to Platinum
  • Maintained Word documents in the Enterprise Document Management Services
  • Updated Bank Holiday and production schedules for Custody Banks
  • Made changes to production job scheduling as needed due to current production situations 


CGI, Andover, MA

International information technology and business processing service firm    02/1998 – 05/2007

Programmer/Analyst COBOL

  • Developed, updated and maintained programs for the Universal Billing System for the Massachusetts Automobile Division using COBOL, Endevor, TSO and VSAM files
  • CICS for testing of client’s changes and updates
  • Information Assurance for the customer’s security passwords and provided monthly reports for client audits
  • Installed, tested, and maintained the R L POLK updates to the automobile insurance rating system
  • Massachusetts Automobile client requested update and maintenance of system, i.e. rate increases, broker commission increases, error in program logic, etc.
  • ARTS/ICAPS/MAPPS assigned risk automobile insurance application programming and support 


Quality Microwave Interconnects Inc, Wilmington, MA

Manufacturer of microwave connection parts                                                07/1996 –02/1998


  • Design and creation of the company’s retail and distribution database using Microsoft ACCESS
  • Development of customer quoting process using ACCESS
  • Maintained programs for testing of company’s product on HP Network Analyzers using Rocky Mountain Basic
  • Evaluated and recommended vendors for software purchases


Prior to 1996: 

Lois Paul and Partners, Burlington, MA

Public Relations Firm

 Assistant Account Coordinator


Provided team-support; booking travel, trade show planning


Maintained the company media database   


CB Commercial Real Estate, Waltham, MA

Research Assistant

  • Maintained Commercial Real Estate Database
  • Compiled commercial real estate sales force reports
  • Developed maintenance system manual


Telemarcom, Andover, MA


  • High Tech and Medical telemarketing, speaking with OR doctors and nurses re: medical devices that would aid them in their work or companies to ascertain what software would improve their jobs
  • Accumulating data for new products for manufacturers or sales lead generation


Phillips Academy, Office of Academy Resources, Andover, MA

Resource Analyst

  • Traced lost alumni using bits of information gathered through research
  • Maintained alumni and student data base


Massachusetts Health Data Consortium, Waltham, MA

Programmer/Analyst PL1

  • Translation of data from cooperating hospitals for State Hospital data base, in PL1
  • Publication of statistical reports and studies for state and national distribution


Epsilon Data Management, Burlington, MA

Programmer/Analyst PL1

  • Conversion of client and commercial information for client appeal mass mailing using PL1
  • Created programs to merge letter content and addresses information 

Softech, Waltham, MA

Program Development Coordinator

  • In charge of running software programs from coding through debugging to testing
  • Weekly file maintenance
  • Responsible for all development JCL

John Hancock Mutual Life Insurance, Boston, MA

Programmer/Systems Analyst FORTRAN, BASIC

  • Developed retirement benefit quoting for key case policy holders
  • Created a study in International mortality for expansion into the international pension marketplace 
  • Wrote major program for Group Pension Sales Department for competitive rate project



St. Lawrence University, Canton, NY

Bachelor of Science – Liberal Arts – Major in Mathematics


University of Massachusetts at Lowell, Lowell, MA

UNIX Certificate Program, courses completed- Introduction to UNIX Operating System, C Programming, Data Structures and the C language


Resume for Brad Townsend

                                                         BRAD TOWNSEND

(602) 750-6263

[email protected]


Highly motivated, team oriented executive with experience as both a manager and sales/marketing representative for leading manufacturers and importers.  This includes domestic as well as international experience.  Looking for an opportunity where I can develop a company’s business utilizing my sales and marketing skills.


l Sales Management           l Leadership & Supervision  l Training & Development

l Project Management         l Promotional Strategies      l Budget Analysis / Management

l Organizational Skills          l Customer Relations           l Inventory Management





Managed domestic and international sales department with 8 reports (FISHMAN TRANSDUCERS).


Generated sales that included $10 Million domestic sales and $4 Million international sales; created monthly promotions to help achieve monthly sales quotas (FISHMAN TRANSDUCERS).


Increased sales from $1.6 Million per year to $25 Million per year.  Total business achieved – over $200+ Million.  This was accomplished through product development with a focus on improving quality, timely delivery and interacting with OEM suppliers (AXL MUSICAL).


Managed sales and marketing department with 20 reports (FENDER MUSICAL - Accessories).


Increased sales from $14 Million per year to $24 Million per year within four years; assumed responsibility for clothing and promotional items – increased sales from $250,000 to $1 Million the first year (FENDER MUSICAL - Accessories).


Developed 100-page full-color Price List / Catalog (FENDER MUSICAL - Accessories).


Generated sales through development of international accounts.  During that time frame, revenues went from $15 Million in 1987 to $52 Million in 1995 (FENDER MUSICAL – International Sales & Marketing).


Managed a network of 50 international distributors via trade shows, personal visits (30 countries), telephone contact, mailings and faxes


Generated annual sales of $2 Million through a network of 100 retail dealers in the Mid-Atlantic States through regular personal visitations (FENDER MUSICAL - District Sales Manager - Domestic Sales (Mid-Atlantic States)




Vice-President - Global Retail Sales                                                                      2014 – 2016



Senior Vice-President - International Sales & Marketing                                                1999 – 2014


            (Off-shore vendor to Fender Musical Instruments)


Vice-President – Sales / Marketing                                                                         1978 – 1999






Resume for Charles Orosz

Charles T. Orosz

978-618-9990  •  [email protected]  •



An entrepreneurial leader in the field of education and training with over 25 years’ experience creating and implementing online and classroom programs that are innovative and achieve results. Strong work ethic coupled with the ability to lead, manage, and coach staff to work productively and enthusiastically. Advances vision and mission through planning, team building, communication, and successful execution.

Expertise, Knowledge, and Skills:


Strategic Planning


Curriculum Design and Development


Adaptive Learning


Bottom Line Driven


Competency Development


Cross-functional Team Building


Human Centered Design


Lead Through Influence


Trusted Values-Based Partner


Business Development


Program/Project Management


New Program Development


Concept to Market Leadership


Innovative Driver of Change


Business Process Creation

Select areas of accomplishment:


Led the team that increased New England Region UPCEA conference attendance by 53% over the previous year.


Over a five-year period, implemented new programs and delivery modalities that grew online and evening from 20% to 49% of credits delivered at Bay State College.


Led the creation and delivery of the first online Adaptive Learning certificate program that resulted in thousands of enrollments and extremely high student satisfaction.


Implemented numerous changes that resulted in a 38% growth of the CE division in three years.


Created, implemented and managed new curricula and processes that grew the Boston New Horizons from last to first in the mega markets in only 13 months.


Developed, delivered, and/or managed 12 training programs that increased revenue from $8M to over $29M/year over seven years in transitioning tens of thousands of students into the IT workforce.


Led the design and development of the Desktop Support curriculum that won the 2001 CompTIA Career Awareness Award.


Managed the instructional analysis and design services that resulted in customized learning solutions for major clients: Disney, Fidelity, Verizon, Daimler Chrysler, John Hancock, etc. and resulted in millions in revenue.

Professional History

Bay State College, Boston and Taunton                                                                                  October 2009 – July 2016

Director of Evening and Distance Education

Tapped to lead the President’s vision for Online and Boston and Taunton evening campuses.


Led the creation and execution of the strategic plan for Online division


Achieved the initial DOE and NEASC accreditation for online associate and bachelor degrees


Guided a faculty focus group that led to an online quality improvement plan based on the Quality Matters Rubric


Worked closely with Deans and Department Chairs on the development and delivery of 130+ online courses


Piloted and implemented web support for all courses at the college


Migrated to a Web 2.0 compliant LMS and reduced per course cost by 46%


Pushed for and beta tested a student portal for the college


Increased degree, concentration, and certificate offerings from seven to twenty-one


Created and implemented a college-wide Credit for Prior Learning policy that increased transfer by 31%


Partnered with Smarthinking and Straighterline to improve student support and degree completion


Selected the location, oversaw the design and build out, and moved the Middleborough Campus to Taunton

Director of Continuing Education
Managed the Boston and Middleborough evening campuses


Created and executed a strategic plan for the evening campuses


Redesigned the advising model to be more efficient and student friendly


Pushed for college-wide business rules and documentation of processes and procedures


Led improvements to the technical infrastructure and working environment at the Middleborough campus


Improved term to term retention from the mid-eighties to mid-nineties and increased associate to bachelor enrollments by 350%


Selected and implemented a college-wide online evaluation system

New Horizons Computer Learning Center of Boston                                                       October 2007-October 2009

Director of Career Development                                                                                                                                                        

Selected to increase focus on the consumer market, oversee the relationship with Career Centers and WIBs, and manage our grant process.


Led the increase of consumer sales from less than 5% of total revenue to over 35% in less than six months


Updated state approved programs to focus on demand occupations


Increased consumer student population by 650%


Managed government contacts and education licenses

Director of Training and Operations                                                                                                                                                

Responsible for the creation and delivery of training courses and programs to the business and consumer markets. Led the operations, training, and information services staffs.


Created highly successful consumer evening programs that increased evening revenue by over 500%


Implemented fiscal controls to ensure profitability of custom B2B sales


Instrumental in closing an innovative custom B2B opportunity that generated $30K in monthly revenue


Successful implemented a new delivery methodology after two previous failures – represented over 60% of the student population


Managed a staff of 30 FTEs and a large pool of contractor trainers

Principle Consultant                                                                                                                           September 2006-Present

Provide consulting and learning services to businesses and managed service providers (MSP).

Clients: IntellADAPT, Avaya, AT&T, North Shore Work Force Investment Board, and Effective Student Marketing     

Boston University Corporate Education Center, Tyngsboro, MA                                                     1995–July 2006         

Director of Curriculum and Instruction (2002–2006)

Managed training department including $2.4M/year development budget, 20+ staff/contractors, curriculum research and development, classroom and e-learning courseware, and related services directed to the corporate and professional markets. Provided pre/post-sales and marketing support, negotiated contracts and managed vendors.


Restructured Curriculum Development Department, improved quality and reduced courseware development expenses 20-100% that supported the 2-year, from 0 to $3M/year revenue growth into the international market


Led the efforts of forming and implementing a new sales/marketing strategy and restructured IT training programs that led to increased sales revenue including $1M in first year from one corporate customer alone


Increased product portfolio and revenue by researching, recommending, and implementing new curriculum


Used various technologies to design and implement a Dynamic Learning Model that allowed for simplified customization and delivery methods (classroom, e-learning, blended, OJL, etc.) to meet client needs

Manager of Instruction (2000–2002)

Managed full time staff instructors, contract instructors, and subject matter experts in the delivery and creation of technical courseware for the corporate, professional, and career-changer markets.


Significantly improved customer satisfaction during a period of rapid growth by monitoring, evaluating, and coaching instructors in classroom management and delivery techniques


Reduced classroom costs 10-20% without impacting quality on several certificate programs by blending eLearning with classroom instruction

Boston University Corporate Education Center, Tyngsboro, MA (continued)                                1995–July 2006

Senior Technical Instructor (1995–1999)

Taught certificate programs, designed and developed technical courses, provided pre/post-sales support and IT network project support including Netware Directory Services, network design, troubleshooting etc.


Played a key role in the creation and delivery of numerous technical courses including the Microsoft Certified Systems Engineer certificate program that won the 1998 Excellence in Training Award from Microsoft


Worked with other program instructors in creating a new PC Service and Support program that led to a 500% increase in student enrollment and associated revenue

Computer Learning Center, Somerville, MA                                                                                                          1992–1995

Manager of Technical Services / Department Head / Lead Instructor          

Managed full and part-time instructors and technical support specialists.


Created and delivered the PC/LAN Tech Support program, that grew from 36 to 400 students per year

Digital Equipment Corporation, Waltham, MA                                                                                                   1983–1992

Services Account Manager / Field Service Engineer          

Managed/Sold a service portfolio of products and services directed to the insurance and financial industries; major accounts included major Boston banks, insurance companies, law firms, state and federal agencies and Depart of Defense contractors


Received numerous customer service and sales awards

Massachusetts Army National Guard, Camp Edwards, MA

Flight Operations NCO, Held Secret Clearance, Honorable Discharge

United States Marine Corps, Camp Lejeune, NC

Special Intelligence Communications Center Supervisor, Held Top Secret SI Clearance, Honorable Discharge

Education, Training & Certification

Bachelor of Arts in Business Administration 1988, Anna Maria College, MA

Certificate in Project Management, Boston University

Certificate in Instructional Design. Boston University

Certified Online Instructor, Walden Institute

Dale Carnegie Course in Effective Speaking and Human Relations; received the Human Relations Award

Microsoft:  MCT, MCSE+I

Exin: ITIL Foundations


CompTIA: Certified Technical Trainer+, A+, Network+, I-Net+


Novel: CNI, CNE

Professional Affiliations

University Professional Continuing Education Association

Board of Directors and past New England Region Chair


North Shore Technology Council – Past Membership Chair, BoD


International Institute of Business Analysis:  Championed the creation of the first US chapter


CompTIA:  Served as advisor on the NITAS, I-Net+, and Network+ programs

Recent Presentations

Alternative Credentials - UPCEA-NE Conference 2014


Alternative Paths to Credit – UPCEA-NE Conference 2013



Resume for John Wilkinson

John M. Wilkinson

50 Howe Street                              (978) 688-4741                                                                                 Methuen, MA   01844                     [email protected]                                                                                                                                           



Experienced Operations Manager with strong achievement in project management, process improvement, data management, customer service and staff development skills.  Excellent communication and interpersonal effectiveness.  Successful in working with a variety of departments, global service providers, auditors and regulatory bodies.











  • § Successfully managed the offshore migration of 25% of the 401k Research and Resolution Departments adjustment processing responsibilities to India resulting in significant organizational cost cutting.
  • § Implemented start up operations department for Baybank’s entrance into the Mutual Fund market where assets increased to over 1.25 billion dollars after one year.
    • § Implemented Operational efficiencies that increased Retail Branch profitability by 13% in 2009.
    • § Executed solutions that processed over 3000 Health Care claims daily through quality screening, problem resolution and reject streamlining to ensure more timely client funding.
    • § Established procedures for "E-Trade" operational processing for account opening and trade execution of investments.
    • § Implemented several associate recognition programs designed for improved moral and retention which resulted in 26% reduction in departmental turnover. 
    • § Successfully managed the relocation of the Putnam Investments Fund Accounting department from Braintree MA to Andover MA.       


J P Morgan Chases – Client Service Advisor I (Contractor)                                                          2016 - Present

Provides telephone support to Merchants and Clients and performs account analysis and problem resolution using various systems/applications, analytical and critical thinking skills and personal level of service.


Dynamic Introductions – Events And Marketing Manager                                                            2015 - Present

Manage Office for  Marketing  of  professional  singles organization.


By Appointment Only – Team Manager                                                                                          2014 - 2015

Manage staff of Business Development Reps making outbound sales appointments.


Alliance Imaging - Call Center Manager (Contractor)                                                                       2012 - 2013

Oversaw handling of all incoming and outgoing calls related to the scheduling of medical imaging scans.


Bank of America - Branch Manager                                                                                                2011-2012

Managed branch associates on customer service, regulatory compliance, cash reconciliation and sales within a professional environment.


Beacon Health Strategies - Claims Manager (Contrac                                                                    2009 - 2010

Managed staff of claims processors and customer service associates on the timely processing of Health Care claims.


Patterson Dental - Operations                                                                                                   2008 - 2009

Supervised branch operation designed on the sales, service, installation of Dental equipment and goods.


Bonin Appraisal Services - Business Manager/Appr                                                                     2005 - 2007

Effectively managed the marketing, research and formulation of single family real estate market appraisals.


Fidelity Investments - Research and Resolution Manager                                                             2005

Managed staff of 4 supervisors and 25 associate level clerks in the research and resolution of processing errors found in customers’ defined contribution investments.

FT Interactive Data -Data Production Manager                                                                               2000-2004

Supervised a 24/7 operation overseeing the data capture and validation of global financial data.



Associates Degree Business Management -Quincy College, Quincy MA.


 Professional Development

Management related training and development seminars:

  • Communication with Diplomacy and Professionalism
  • Addressing Unacceptable Behavior Effectively 


Resume for Kenneth Williams


Merrimack NH 03054

[email protected]                              603-377-0366         



  • Successful in driving new product innovation through definition, development, integration, roll-out, field support and product management of award winning solutions.
  • Serve as evangelist providing strategic thinking and Subject Matter Expertise to Executive Management.
  • Establishes the vision, launches the project and manages lifecycle “cradle-to-grave”
  • Experienced in multinational corporate environments,  productively working with cross-cultural product development centers globally.  Excellent rapport with engineering and collaborative project teams.
  • Solid international experience in field, marketing, support and R&D positions. 
  • Winner of many awards for excellence and US Air Force Auxiliary awards for outstanding performance.


Schneider Electric, Andover, Mass.

Senior Offer Marketing Specialist (Sr. Product Manager & Agile Product Owner roles)                                              2011 - 2015

Defined, brought to market, and communicated new technologies to Sales, Support and customers.  Represented the voice of the customer with Agile user stories and product requirements. Drove visions into winning value propositions for new product creation and product enhancements. Built strong business cases (including pricing strategies and return-on-investment analysis) and planned platform roadmap.  Defined product acceptance criteria and prioritized development backlog. Advised development team on implementation questions. Ensured team was well prepared for product demonstrations and sales through distributor channels on a global basis.

  • Hardware/firmware products defined and managed include network bridges, Industrial Automation Ethernet modules (IoT), Ethernet switches and accessories.  Defined, specified and launched the award winning Ethernet M580 Industrial Programmable Logic Controllers with cyber security.  Ensured products ambitiously designed to exceed the current regulations, safety and agency standards.
  • Software products defined include PC network drivers and Network Management tools. Ensured integration with global engineering configuration tool for controllers. Web page design and ergonomics.
  • Situation, Action, Response included early stage business development of new network management product.  Created demo video, analyzed New York City Transit's Subway network needs and demonstrated measurement & monitoring solution and applied it to their business.  Sold two site licenses the same day!
  • Areas of contribution include corporate stage gate standards, requirements management, work practices, ethics and training requirements.  Network design strategy for Building Automation division. The National winner of Schneider's ‘People Who Make a Difference Award’.

Schneider Automation, North Andover, Mass.

Senior Product Marketing Manager                                                                                                                        1994 - 2011

  • Grew worldwide revenue stream to $25M; instrumental in bringing the world's first embedded PLC web server (pioneering IoT) to market.  Developed and executed marketing plans, created Product Requirements Documents,  produced financial/sales projections and forecasts and set pricing/license policies.  Internal champion and external evangelist.

Ken Williams                          [email protected]                      603-377-0366                      Page 2 of 2

  • Set product strategy.  Conducted strategic negotiations with French, German and USA Marketing and Engineering organizations to rationalize product lines into a coherent global communications strategy.  Analyzed and then directed strategy to employ Ethernet and Internet based technologies as an alternative to current proprietary networks and costly fieldbus wars.
  • Reduced time to market.  Utilized third party developers and manufacturers to ensure timely delivery of urgently needed network products.  Found and helped qualify vendors, wrote RFQs, defined specifications, negotiated OEM arrangements, and reviewed & approved Statements of Work and Terms & Conditions.  Successfully maintained long term relationships with vendors.
  • Drove new product launches.  Presented new products and strategies to customer and global sales force at regional rollout tours, trade shows, sales offices and at customer sites.  Developed marketing collateral including presentations, Press Releases, data sheets, brochures and web site material.



Agile Product Owner at TSSG, Technical Skills Share Group, Acton, MA

  • Develop mobile, web and data analytics applications using  Agile/Scrum project management tools.
  • Product Owner - manage requirements and technical review for the Android Sleep Analyzer project team.
  • Project skills used include - Agile/Scrum, User Stories and EEG data acquisition.


Networking Product Manager, Imagine LAN, Inc., Nashua, NH

  • Launched PC Networking and Configuration solutions with successful outcome.
  • Formulated press releases, advertisements and major trade show appearances.
  • Defined product positioning and pricing.


Networking Applications Engineer in the Commercial and Manufacturing Application Group, and Principal Software Engineer in R&D Multivendor Integration Comms Development, Wang Laboratories, Lowell, MA.

  • Developed, integrated and bench-marked a showcase RJ Reynolds PC LAN Imaging solution.  Sale valued at $1.5 million with annual savings of $1.6 Million
  • Managed R&D technical support and consultancy group
  • Planned, executed and supported R&D, USAF and Department of State pilot network installations




BS Degree with Honors, Computer Science, University of South Wales, UK


Numerous corporate training programs


Intermediate conversational French



  • Serving as Major in the US Air Force Auxiliary, Nashua NH – Airborne Search and Rescue
  • Event Photographer at The Jericho Road Project, Lawrence, MA
  • Lead Photographer and organizer at New England Parkinson's Ride, NH & ME
  • Event Photographer at Merrimack Chamber of Commerce, Merrimack, NH






  • National Commander's Commendation Award for Outstanding Performance - Civil Air Patrol 2013
  • Commander's Commendation Award for Outstanding Performance - NH Wing Cmdr, USAF Aux - 2014
  • Achievement Award for Outstanding Performance - NH Wing Commander, USAF Aux - Civil Air Patrol 2012
  • Professional Development Officer of the Year - NH Wing Commander, USAF Aux - Civil Air Patrol 2014
  • National 'People Who Make a Difference' Award winner & Top Annual Alliance Award winner, Schneider Electric North America 2011 

Resume for Christopher Chesna

Christopher J. Chesna
39B Boyd Road

Hudson, NH 03051
Tel. (978) 987-4249





Jan 2016 to Sep 2016:

Mevion Medical Systems / Littleton, MA 01460


TITLE: Import Export Manger


  • Prepare and process import/export documentation according to regulations. Detailed

understanding and working knowledge of the federal regulatory requirements in the areas

of U.S. export compliance and documentation, including, but not limited to Export

Administration Regulations (EAR).

  • With Mevion Regulatory Affairs, participate in development of global import/export strategies. Serves as a point of contact and authority for internal and external inquiries concerning global trade or customs compliance.  
  • Provide export compliance guidance and support to all business areas. Interface with RAQA,  Global Services, Installation teams, and distributors regarding logistics and compliance related matters. Complete all application paperwork for export and import licenses.
  • Track and trace shipments, research and resolve any issues regarding billing or shipping discrepancies, communicate timely correspondence back to both customers and vendors.
  • Monitor and trace the location of company equipment and material. Confer with officials in various agencies to facilitate clearance of goods through customs and/or quarantine.
  • Provide advice on transportation options for company equipment or material.
  • Responsible for creation of shipping documents and labeling required to ship hazardous and/or radioactive material.

•     Responsible for filing in the Automated Export Systems (AES).

•     Reverse Logistics: Manage and coordinate with Global Services, Mevion Medical

Systems customers or Distributors end-to-end aspects associated with the international

Repairs Operations process; work closely with Supply Chain and Global Service organization to properly manage the depot inventory, including but not limited to inventory accuracy, inventory stocking levels, revision control and replenishment strategies. 

  • Based on direction from Global Services organization and Operations Project Management prioritize deliveries to Mevion Medical Systems international distributors

and customers.

  • Collaborate and build relationships with carriers and agent representatives regarding air,

ocean, import, and export products to strengthen service competitiveness.

  • Perform ongoing analysis to track freight trends and provide recommendations for improvements.
  • Review current internal business processes impacting transportation costs; make

recommendations for improvement.

  • Ensure carrier compliance with company policies or procedures for product transit or delivery.
  • Detailed understanding and working knowledge of INCOTERMS.
  • Working closely with Mevion Regulatory Affairs, monitor changes in import/export laws or regulations and modify Mevion Medical Systems process and procedures accordingly.
  • Advise on import/export restrictions, requirements or other customs-related matters.
  • Continuously review/ validate HTS classifications that are utilized by Mevion Medical

Systems Customers and Distributors around the world. Initiate costs savings and duty

reductions through participation in Free Trade Agreements, Duty Drawbacks and other

eligible trade programs.

  • Working with Regulatory Affairs, draft and maintain company Export Compliance

Manual to reflect current changes in Export Reform and how it impacts Mevion Medical

Systems. Perform export compliance training for company personnel (one-on-one, group

  • or dept.).


Aug 2014 to Jan 2016:

QSA Global, Inc. / Burlington, MA 01803


TITLE: International Logistics Lead


  • Ensure company complies with EAR, HTSUS and CBP regulations
  • Classify products and confirm country of origin / manufacture
  • Schedule, prepare, track exports of radioactive material within EAR, NRC guidelines worldwide
  • Maintain metrics on shipment status, import licenses, returned containers
  • Maintain certification and knowledge base of Dangerous Goods Regulations by all modes of transport
  • Work in high-security radiation areas safely under authority of NRC/national background clearance levels


July 2013 – Aug 2014:

PHT Corporation / Charlestown, MA 02129


TITLE: Trade Compliance and Logistics Manager


  • Comply with US EAR upon export from USA
  • Classify product with emphasis in software via ECCN, CCATS
  • Compliant importation of products into foreign countries, dealing effectively with foreign Customs regimes.
  • Keep current on US and Foreign import and export requirements pertaining to PHT’s products, ensuring compliance with the USCBP and 19 CFR
  • Review products for export, ensuring that all end users are screened against the US DPL and that no shipments are sent to embargoed destinations
  • Build and operate PHT Reverse Logistics, ensuring all devices are returned to PHT upon completing of each project
  • Participate in RFQ (request for quotation) with carriers and logistics vendors
  • Interpret laws, rules and regulations regarding shipping; apply for and maintain necessary certifications and licenses for import/export control
  • Serve as the subject matter expert on Import, Export and Trade Compliance Issues
  • Interface effectively with Client Services to understand the unique logistics requirements for each study and build a delivery plan accordingly
  • Supply Chain design
  • Training of Logistics and non-Logistics personnel of 2 direct reports and 21 indirect reports


May 2010 – July 2013:                   

Doble Engineering Co. / Watertown, MA 02472


TITLE: Traffic Supervisor, Worldwide Headquarters                                                                                                                                       

  • Review new sales purchase orders, contracts, commercial documents from direct clients and representative offices worldwide
  • Conduct restricted parties screening on all parties related to import / export transactions
  • Apply for and maintain Department of Commerce BIS export licenses as needed
  • Initiated RMA process and product valuation and depreciation method for company
  • Work with forwarders, Customs brokers to negotiate rates, maintain relationships and ensure seamless transactions for transportation of equipment worldwide
  • Write and implement ISO-standardized programs for the processing of new sales orders, demo-to-sales transactions and work flow processes for the order process and compliance of international sales
  • Define payment methods, obtain credit approval from CFO, process letters of credit.  
  • Perform AES Direct EEI submissions and provide in-house training to staff
  • Arrange transportation of import and export shipments for all international traffic, preparing all export documentation up to and including performance bonds, letters of credit, manufacturer affidavits, powers of attorney.
  • Maintain current training and knowledge base of export / import compliance.
  • Perform performance reviews of direct reports, provide training and professional incentives and feedback for development.
  • Attend weekly backlog sales order meetings and provide global director of operations with order status for all international sales orders.
  • Meet weekly with global director of operations to review and resolve compliance issues, import and export
  • Meet weekly with global director of operations and purchasing manager for implementation of SEC Conflict Minerals compliance and determination






June 2007 – May 2010                                                                                                                             

Kintetsu World Express U.S.A. /  Stoneham, MA 02180

TITLE: Export Operations Manager

  • Successfully and continually train and delegate general and specialized tasks and assignments to an export operations staff of 14, warehouse staff of 3 reports (via collective bargaining agreement)
  • Increase profit margins to select European and Asian lane segments by introducing shipper pre-built/unitized cargo program. Overall yield increase of over 100% to Europe, and 55% to Asia.
  • Effectively reduce trucking costs by 15% via initiating use of truck vendor partners with whom I have a strong rapport and relationships
  • Reduce ocean freight inland fees by 10-15%  and remove container stuffing costs by providing these services  utilizing  in-house warehouse personnel and loyal trucking vendor partners
  • Establish incentive programs to warehouse and office staff based on overall performance, accuracy and consistency. 


Sep 2004 - May 2007:                                
Walker International Transportation, LLC / Woburn, MA 01801
TITLE: Branch Manager / independent contracted representative (Dec 2005-May2007)

  • Control the daily operations of a satellite office for an international freight forwarder Responsible for bringing on and maintaining new clients, all aspects of customer service, sales, operations, accounting, including domestic, export, import, air and ocean. Key account manager for Raytheon Company U.S.A.
  • Key contact for TSA. Implement and maintain cargo security program. Meet and ensure compliance per the regulations of several government entities, including but not limited to, TSA, DOT, DOC, BIS, IATA, ICAO, DOS, ITAR, EAR, USCBP. Dangerous goods specialist


Dec 2003 - May 2008:
Billerica Emergency Management Police / Billerica, MA 01821

TITLE: Patrol Officer/Special Response Team Member/Field Training Officer

  • Patrol of town properties, traffic control, emergency response. Serve to provide protection of life, property and public safety
  • Maintain certification in required training curricula as required by MA and federal law







September 2016- GTTS, USA -  IATA Dangerous Goods by Air, Radioactive Materials by Air Revalidation


March 2016- Trans-Pacific Partnership Agreement   -  Compliance2Go (webinar)


March 2016- Complying with New Sanctions Against China’s ZTE  -  Massachusetts Export Center (webinar)


January 2016- Business Management Training  -  Mevion Medical Systems (total of 156 in-house, structured training courses)


September 2014: GTTS, USA – IATA Dangerous Goods by Air, IMDG, DOT, Radioactive Materials


January 2013-March 2013: U.S. Customs Brokers Exam Prep Course  /  Law Offices of Paula M. Connelly


December 2012: Classification and Valuation  /  Law Offices of Paula M. Connelly


November 2012: Country of Origin Determination  /  Law Offices of Paula M. Connelly


June 2012: US-Korea Free Trade Agreement  -  Law Offices of Paula M. Connelly


May 2012: Origin Determination in International Trade  -  Massachusetts Export Center


April 2011 – July 2011: NASBITE Certified Global Business Professional (CGBP) Series

Massachusetts Export Center


Jan 2009 – Dec 2009: Berklee College of Music Boston, MA  -  College Diploma in Bass Performance


June 2007-June 2013: Cargo Consortium, Transportation Security Administration Logan Int’l Airport

Attendance 10-12 times yearly as held by Inspector Richard Andrade, TSA Boston Team. Updated information and training meetings in air cargo security, program requirements, regulations, and changes to the Indirect Air Carriers’ Standard Security Program (IACSSP).


May 2004: Instructor, Export Control seminar, Massachusetts Export Center

Served as instructor for Export Control seminar held at Middlesex Community College. Course emphasized export compliance and classification.  


Sep 1990 - June 1992: University of Massachusetts Lowell, MA
 MAJOR:  Music Business

COURSES COMPLETED: College Writing I, II / Pre-Calculus / Ethics in Business / Accounting



Kimberly Federico: vendor partner (sales manager for Virgin Atlantic Air, ForwardAir)   

Tel. (617) 835-2349


Jason Kablesh: past co-worker, dangerous goods and international finance specialist
Tel. (781) 593-8838





Professional Bass Player, working in theatre, stage, and studio

Jan 2005 - May 2007: Air Cargo Club of New England   East Boston, MA
Board of Directors Member

Dec  1994 – May 2008: Massachusetts Criminal Justice Training Council
Reserve Police Officer





AES Compliance & Export Control Reform

Affirmative Action for Managers

Forklift Operations Safety Training
IATA Dangerous Goods by Air, IMDG, DOT,

IATA Radioactive Materials by Air
International Traffic in Arms Regulations
Export Administration Regulations
ISO 9000 Internal Auditor
Automated Export System

AES Direct

Bureau of Industry and Security SNAP-R Online Registration
Certified First Responder; including AED and childbirth  
Emergency Responder to Terrorism

Korea-U.S. Free Trade Agreement

Product Classification and Valuation

Resume for Robert Saunders

26 Mill Pond Robert M. Saunders H: 978-208-8595

North Andover, MA 01845 [email protected] C: 617-962-5675



Executive with Sales, Marketing and New Business Development experience with a proven track record of selling innovative services/solutions. Made a successful transition from a sales role in the printing industry to a similar, yet brand new role in the senior living industry. Excited to continue that development and growth in my new career. 


Proven success selling Independent Living, Assisted Living and Memory Care services.


Ability to meet and exceed monthly/quarterly/annual sales goals


Community occupancy has improved by 5 percentage points over the last quarter


Wellspring Village improved 75% occupancy to 100% occupancy during that same period


Recognized for my ability to work well independently, as well as in our community team setting


Embrace all aspects of the Brightview sales process and culture


Excellent listening and communication skills, both critical components to achieving success in my current role


Focus on customer service and customer satisfaction and achieving occupancy and financial targets


Skilled public speaker


Understanding of business finances; P&L, Budgets, Commission plans etc.


Knowledge and experience with YARDI system 

Enjoyed a successful career in the Publishing industry and developed skill-sets and transferable skills that will continue to aid me in the development of my new career


Managed sales force for $20MM sales acquired Editorial, Design and Production group


Lead and implemented business unit sales strategy for digital print services.


Developed and sold SaaS custom publishing application


Grew revenue across multiple, networked facilities to $15 million in 2 years.


Participated on team that successfully developed and sold POD solution to 2 major book publishing clients.


Maintained sales volume while reducing expense by 30% after restructuring acquired sales force.


Grew digital services sector from $3.8 million to $5+ million annual sales. 


Developed successful relationship with new client; took sales from zero to $2 million annually and #1 account.


Delivered $1+ million incremental revenue via new service offerings. 


Earned award for exceptional sales performance.


                                                                     PROFESSIONAL EXPERIENCE 

BRIGHTVIEW SENIOR LIVING, Country Club Heights, Woburn, MA                         September 2015 – August 2016

Community Sales Director


Serve as the “sales leader” of Country Club Heights, a 107 apartment community offering Independent, Assisted and Memory Care options to current and potential residents


The CSD position is a competitive, direct sales role; responsible for all aspects of customer realtionships throughout the sales cycle.


Through my own efforts and with the support of my Director team, CCH has averaged a move in per week over the last quarter


Collaboratively lead departmental Directors to insure all aspects of community life, (care, dining, programming, plant operations), are consistently best in class


Manage, record and maintain customer relationship information in YARDI system


Responsible for leading all personal visits to the community by prospective residents/family members


Conduct in-depth discovery interview to better understand the physical, cognitive and financial suitability of prospective resident.


Take an active role in planning and implementing on-site events for the public and visiting professionals.


Understand the competitive landscape by visiting other communities and gathering information on their fees and services.


Assist in the development of the marketing and business plan for the community



CENVEO PUBLISHING SERVICES, BostonMA                                                                                                    2013- 2015

Selling Sales Manager


Managed 2 man sales team focused on Book, Legal, Directory verticals. Sold $8+ million in 2014.


Worked with major international STM/Journal publisher to renew $20 million print contract and new Warehouse & Distribution contract.


Sold 3 year, $6 million contract to provide marketing collateral print and mailing services to major international publisher


Sold XML-first composition and conversion services to new Professional publishing client.



QUADGRAPHICS, Boston, MA                                                                                                                              2012- 2013

Sales Representative


Responsible for selling Commercial & Specialty print services, including packaging, POS and digital print in the Eastern Region.


Focused on BioTech, Health, Technology and Financial verticals. Selling traditional print, integrated media solutions and data driven web to print services. 


R.R. DONNELLEY & SONS, Boston, MA                                                                                                                  1995-2012

Director of Sales, Digital Services, 1999-2012


Directed $15+ million pre-media services business unit; created and implemented strategies for digital and cross-media sales.


Launched hybrid domestic/offshore business serving the Education and Trade Publishing markets.


Managed sales of $15M digital print, Inventory Replenishment and Ultra Short run POD Solution.


Monitored competitive landscape for latest data on price and capabilities.


Interfaced effectively with C-level executives at client companies to provide consultative business solutions.


Worked with Operations, Marketing, Manufacturing and Customer Service to assure superior quality and deliverables.


Senior Sales Representative, Electronic Services, 1995-1998


One of 1st in company to sell new prepress and digital services, complementing traditional print/bind core business.


Secured new accounts in New York, Boston, Chicago and California.  Achieved $655K year 1, then doubled year 2.


Up to 1995 Sales and Sales Manager in electronic prepress selling to book, catalog, direct mail and commercial markets in the Boston/New York area, also Chicago and West Coast.



Bookbuilders of Boston, Board of Directors, 2014 to 2015                                 



B.A., History, Bristol University, England

Certificate, New Product Development Management, Executive Program, Kellogg Graduate School of Management, 2002