STEPHEN DONGARRA 795 Sky Ridge Drive ~ Madison, Wisconsin 53719 770.871.5830 sjdongarra@gmail.

com TECHNICAL SERVICES / CUSTOMER CONSULTANT PROFILE OVERVIEW Highly accomplished, multifaceted, and technically savvy professional, with more than eight years of broad-based experience in business operations and developme nt and customer service, as well as in sales and marketing. Equipped with consistent record of increasing organizational sales and revenue. Successful in coordinating and managing all tasks and objectives within business settings, such as profitability, sales and client base growth, durations and de adlines, and job environment. Expert at establishing professional relationships with all levels of professiona ls within multiple industries, while closing contracts, maximizing sales opportu nities, and presenting a professional image. Well-versed in leading and training cross-functional team members, while maintai ning high ethical and quality standards, professional demeanor, and a cooperativ e attitude. CORE COMPETENCIES Outstanding Customer Service Business Management and Operations Inventory and Labor Control Inside-Outside Sales Process and Productivity Improvement Strategic Planning and Problem Solving Leadership, Training, and Team Development Technology Needs Analysis Technical Support and Troubleshooting Persuasion and Contract Negotiation

QUALIFICATIONS SUMMARY Comprehensive experience in IT engineering through identification of ine fficiencies, creation of innovative methods, and constant collaboration with sen ior management to communicate business strategies and IT activities. Outstanding knowledge in various aspects of software applications, such as troubleshooting, development, analysis, training, quality assurance, project management, and installations. Capability to provide exemplary assistance and support to various depart ments within the organization, including program operations, marketing, accounti ng, and finance. Ability to identify and resolve barriers to drive business priorities do wn to IT operations to improve efficiency, productivity, and business processes toward successful attainment of organizational goals.

EDUCATION

BACHELOR OF SCIENCE IN BUSINESS INFORMATION SYSTEM, (5-TIME DEANS LIST), GPA 3.5/4. 0 DeVry University Alpharetta, GA ~ 2004

PROFESSIONAL TRAINING Service-Based Sales | Managers Toolbox | Customer Service Diversity | Workforce Diversity | Coaching For Optimal Performance | Dealing with Emotion | Establishing Performance Expectations Giving Constructive Feedback | Introduction to Sixth Sigma | Maximizing Your Imp act / Frontline Performance Group S.T.A.R.T. Hiring with Behavioral Interviewing

TECHNICAL SKILLS Microsoft Office Suite: Word, Excel, Works, Access, and PowerPoint E-Commerce, WordPerfect, HTML, Networking Windows 95, 98, 2000, XP, Vista, Windows 7 Web Design/Development, Adobe, PhotoDeluxe, Macintosh, Microsoft Works, Microsof t FrontPage Final Cut, SQL, Technical Writing, DVD Studio Pro

CAREER SUMMARY BUSINESS OPERATIONS AND DEVELOPMENT Demonstrated exceptional performance in increasing profit by 32% and org anizational revenue by 31% year-over-year in 2010. Ensured cost-effective operation by strictly monitoring and managing emp loyee labor hours. Handled and completed the preparation and review of daily business repor ts including SRPD, NPS, TCR, car cost, utilization, non-rev, RPV, RPT, and RPD. Anticipated and calculated short-, middle-, and long-term revenue goals. Served as paramount contributor in the successful attainment of NPS goal s. Spearheaded the improvement and revenue growth of 15% year-to-date over the previous year. Expertly administered the completion of schedule for 25 employees. Performed diverse tasks, such as utilizing DPDA to manage the fleet dail y, completing DRB reports daily, calculating the weekly payroll, and submitting the maintenance records to FileNet weekly. Assumed full responsibility in directing the entire aspects of operation s, such as contract extensions, insurance replacements, direct bill authorizatio ns, purchase orders, corporate accounts, daily deliveries, and dealerships repla cement; which significantly improved overall business process. Proficiently handled the documentation of the records, such as BAP setup s, hotel accounts, pickup and deliveries, DRB reports, vehicle accident reports, operating statements, cash flow, document direct, units overdue, aging reports, and revenue dilution report. SALES OPERATIONS AND MARKETING FUNCTIONS

Applied advanced sales expertise in directing the Southeast Region in in dividual monthly sales four times. Surpassed and exceeded organizational sales by providing exceptional lea dership and client service skills to entire operations. Successfully generated organizational revenue despite recession from hot el marketing. Led efforts in conducting mass marketing to more than 15 hotels in the a rea. Executed superior management skills in managing a $24K profit in 2009. CUSTOMER SERVICE AND RELATIONS Led the substantial increased in Net Promoter Score from 10.2 in 2008 to 61 in 2009. Established and cultivated long-term quality relationships with customer by addressing their needs and concerns promptly, resulting in total customer sa tisfaction, boosted referrals, and repeat business. Played an integral role for consistently exceeding customer satisfaction survey goals. Interfaced and worked closely with customers to provide information in r esponse to inquiries about products and services; as well as to address and reso lve complaints timely. Gained recognition for outstanding customer service, and earned numerous incentives from different customers. LEADERSHIP AND STAFF MOTIVATION Displayed unsurpassed leadership and guidance in supervising a staff of five to eight employees; broadening personnel skills and maximizing workflow of business operations. Provided effectual training to four employees, which led in their job pr omotion as branch managers. Regularly executed staff meeting to secure constant communications, resu lting to achievement of business goals and objectives. Facilitated and conducted training programs for new employees, discussin g how to be successful in the company. HERTZ CORPORATION ~ Atlanta, GA / Madison, WI Location Manager/Branch Manager 2005Present RIVERSIDE PIZZA ~ Alpharetta, GA Shift Manager, (Student) 20022004 AWARDS AND HONORS Number 1 in inside sales 3 different times in Southeast Region Manage first-ranked branch in Midwest Region for customer service satisf action survey scores

ACTIVITIES Participant, Crohn's and Colitis Foundation of America (Fundraiser for a cure fo r Crohn's disease)