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Michael Garofalo
History Grad StudentA goal oriented Account Manager highly skilled in building relationships and growing revenue with major national accounts. Consistent top performer with track record of increasing account revenue and profitability, and retaining clients through outstanding client relationship management and up-selling. Broad industry experience gained in multiple companies including the largest Records Management Company in the United States. Customer-focused and adaptable with major strengths in analysis, communication, problem solving and project management. Functional expertise: • Customer Relationship Management • Revenue Expansion/Up-Selling • Contract Renewal • Communication Programs • Project Management • Custom Reporting • Key Account Relationships • Cost Reduction • Territory Growth • Outside & Inside Sales Support
| Last Resume Update | May 30, 2013 |
| Degree | Bachelors Degree |
| Experience | More than 15 Years |
| Category | Landman |
| Phone Number | register to see |
| register to see | |
| Street Address | register to see |
| City | Lewisville |
| State | TX |
Experience
IRON MOUNTAIN RECORDS MANAGEMENT 2005 - September 2011
Multi-City Account Manager, Dallas, Texas
Managed 17 global accounts totaling excess of $9 million in annual revenue, focusing on account growth, increased revenue within accounts and an account retention percentage of 100%.
• Increased account profitability 15.6% through a direct communication program designed to increase the fields’ awareness of Iron Mountain Services and abilities.
• Ranked in the top six percent of account managers across North America for each year
• Qualified for Chairman’s Club each year it was available.
• Sold an average of $400,000 per year in custom solutions in the five full years with Iron Mountain.
• Using available systems, constructed reporting of all records management data for contacts all across North America, resulting in increased customer satisfaction as well as an increase in the sale of custom solutions.
• Reduced accounts spend across entire account base using cost efficiencies to assist accounts in better records retention programs.
PHARMCHEM CORPORATION 2000 - 2004
National Account Manager, Haltom City, Texas
Account Manager working with accounts each totaling over $250,000 in annual revenue. Managed the relationship of all large probation agencies across the United States, including United States Probation, California Department of Corrections, and Florida Department of Corrections. Worked with all aspects of account relationship building including reporting, billing, and the sale of additional services.
• Compiled custom reporting, resulting in the renewal of several large national contracts.
• Exceeded goal for up-selling, hitting 19% a year with a goal of 10%.
• Managed relationships with contacts on a national level to ensure compliance with all local and governmental regulations regarding drugs of abuse testing.
MICHAEL D. GAROFALO
Page Two
DECISIONONE CORPORATION 1995 - 1999
Major Account Operations Manager, Dallas, Texas
Account Manager managing several national accounts totaling in excess of $5 million revenue annually. Closely interfaced with every aspect of service coordination such as dispatch, logistics, billing, field operations, technical support, education, and information services to ensure customers the highest levels of customer service and satisfaction.
• Oversaw the construction all daily, weekly, and monthly reports required by customers and DecisionOne to ensure profitability and contractual commitments.
• Increased account profitability 16% through an NAO-direct communication program designed to increase the fields’ awareness of Service Levels and to ensure compliance with Response and Repair times.
• Increased account productivity by a minimum of 20% by educating the field as to the contract terms and conditions through conference calls, Lotus Notes, and newsletters.
• Coordinated with District Managers and Team Leads to contain and resolve customer escalations.
• Reduced account expenses 14% by implementing cost savings such as parts tracking and monitoring.
• Increased account revenue 200% over 3 years by improving response and restore times by maintaining awareness of customer calls through monitoring systems and directing my account coordinators.
MILITARY EXPERIENCE
US NAVY
Lead Sonar Technician
First Class Petty Officer, responsible for control of maintenance and operations of two sonar systems and a fire control system aboard various types of Perry Class Destroyers. Acted as Division Chief Petty Officer.
Multi-City Account Manager, Dallas, Texas
Managed 17 global accounts totaling excess of $9 million in annual revenue, focusing on account growth, increased revenue within accounts and an account retention percentage of 100%.
• Increased account profitability 15.6% through a direct communication program designed to increase the fields’ awareness of Iron Mountain Services and abilities.
• Ranked in the top six percent of account managers across North America for each year
• Qualified for Chairman’s Club each year it was available.
• Sold an average of $400,000 per year in custom solutions in the five full years with Iron Mountain.
• Using available systems, constructed reporting of all records management data for contacts all across North America, resulting in increased customer satisfaction as well as an increase in the sale of custom solutions.
• Reduced accounts spend across entire account base using cost efficiencies to assist accounts in better records retention programs.
PHARMCHEM CORPORATION 2000 - 2004
National Account Manager, Haltom City, Texas
Account Manager working with accounts each totaling over $250,000 in annual revenue. Managed the relationship of all large probation agencies across the United States, including United States Probation, California Department of Corrections, and Florida Department of Corrections. Worked with all aspects of account relationship building including reporting, billing, and the sale of additional services.
• Compiled custom reporting, resulting in the renewal of several large national contracts.
• Exceeded goal for up-selling, hitting 19% a year with a goal of 10%.
• Managed relationships with contacts on a national level to ensure compliance with all local and governmental regulations regarding drugs of abuse testing.
MICHAEL D. GAROFALO
Page Two
DECISIONONE CORPORATION 1995 - 1999
Major Account Operations Manager, Dallas, Texas
Account Manager managing several national accounts totaling in excess of $5 million revenue annually. Closely interfaced with every aspect of service coordination such as dispatch, logistics, billing, field operations, technical support, education, and information services to ensure customers the highest levels of customer service and satisfaction.
• Oversaw the construction all daily, weekly, and monthly reports required by customers and DecisionOne to ensure profitability and contractual commitments.
• Increased account profitability 16% through an NAO-direct communication program designed to increase the fields’ awareness of Service Levels and to ensure compliance with Response and Repair times.
• Increased account productivity by a minimum of 20% by educating the field as to the contract terms and conditions through conference calls, Lotus Notes, and newsletters.
• Coordinated with District Managers and Team Leads to contain and resolve customer escalations.
• Reduced account expenses 14% by implementing cost savings such as parts tracking and monitoring.
• Increased account revenue 200% over 3 years by improving response and restore times by maintaining awareness of customer calls through monitoring systems and directing my account coordinators.
MILITARY EXPERIENCE
US NAVY
Lead Sonar Technician
First Class Petty Officer, responsible for control of maintenance and operations of two sonar systems and a fire control system aboard various types of Perry Class Destroyers. Acted as Division Chief Petty Officer.
Education
University of North Texas
Graduate program current GPA 4.0
Bachelor of Science, 3.83 GPA
Texas Woman’s University, Graduated May, 2013
• Golden Key International Honor Society
• Phi Alpha Theta History Honor Society
• Phi Kappa Phi National Honor Society
• Alpha Sigma Lambda National Honor Society
Associate of Arts, Mountain View Junior College
Graduate program current GPA 4.0
Bachelor of Science, 3.83 GPA
Texas Woman’s University, Graduated May, 2013
• Golden Key International Honor Society
• Phi Alpha Theta History Honor Society
• Phi Kappa Phi National Honor Society
• Alpha Sigma Lambda National Honor Society
Associate of Arts, Mountain View Junior College
