1. Keith Leonard
925.800.9999 ● kl6847@gmail.com
SALES OPERATIONS MANAGER / BUSINESS PROGRAM MANAGER
Highly motivated and efficient manager with more than 12 years of program, sales and customer service management
success, resulting in higher revenues, well-trained teams and excellent customer satisfaction rates.
Expertise building strong sustainable teams, managing budgets, motivating staff and establishing program scope.
Developed new protocol for service and program delivery that drove seamless transition from request to fulfillment.
Received 97% customer satisfaction rate and generated well over 150% of sales goals.
Continually awarded for top performance and productivity.
AREAS OF EXPERTISE
Program Management ● Procurement ● Customer Service ● Vendor Relationship Management ● Negotiations
Green Business Programs ● Product Management ● Sales ● Team Building ● Strategic Planning
PROFESSIONAL EXPERIENCE
AT&T, VARIOUS US LOCATIONS, CA 2004-2013, 2015-PRESENT
Fortune 500 Telecommunications Company with $132B in annual revenue.
ASSISTANT STORE MANAGER, 2009 – 2011
Managed 15 sales and finance team members, monitored customer service performance and coached staff in methods
to raise performance metrics. Managed sales and daily metrics documentation. Conducted routine store walk through
to ensure staff complied with company standards, policies and procedures. Recruited and hired staff. Scheduled team
members to attend company-wide training. Actively participated in regional conference calls with district and regional
managers and other store managers.
KEY ACHIEVEMENTS:
• Selected by senior management to serve as subject matter expert (SME) regarding customer satisfaction for
product purchases.
• Promoted to management role for drive to succeed and exceptional performance as Sales Rep.
• Facilitated meetings as member of management team and highlighted specific areas for improvement.
Conducted role-playing scenarios to build staff confidence and performance.
• Delivered one-on-one coaching to improve sales and customer service performance and meet company-wide
sales goals.
• Established in-store recycling program and educated team on recycling impact.
RETAIL SALES REPRESENTATIVE, 2004 – 2008, 2011 – 2013, 2015-2016
Ensured total customer satisfaction by delivering exceptional service, exceeding expectations and providing
comprehensive product knowledge. Promptly responded to customer phone and email inquiries. Quickly resolved
product and customer account problems. Provided product and services support at business client sites. Trained new
hires in daily work procedures.
KEY ACHIEVEMENTS:
• Received top rating of 97% customer satisfaction and generated well over 150% of sales goals.
• Continually awarded for top performance and productivity.

2. Keith Leonard
ISLA VISTA FOOD COOPERATIVE, GOLETA, CA 2013-2015
Leading consumer-owned and controlled natural foods co-op.
VOLUME PURCHASING PROGRAM MANAGER / BUSINESS-TO-BUSINESS SALES ACCOUNT MANAGER
Managed and directed B2B purchasing for program offering ingredients and supplies in bulk quantities to local
businesses for manufacturing and/or resale. Collaborated with internal and client stakeholders to develop and meet
strategic business plans and goals. Provided one-on-one coaching and on-the-job training to 50+ staff members.
Communicated customer issues to department managers and offered solutions. Delegated store tasks to staff and
member volunteers to meet weekly objectives. Reviewed performance metrics and collaborated with senior
management to increase member base and visibility within community. Maintained facilities according to safety,
sanitation and health regulations and organizational standards.
KEY ACHIEVEMENTS:
• Established and orchestrated new program for local businesses and individuals to order products directly,
thereby establishing direct rapport and productive customer relationships, as well as resulting in seamless
transition from order request to fulfillment.
• Designed new checklist system and training tools across employee levels to increase understanding of
processes driving programs and customer service delivery.
• Changed grocery delivery schedule to conform to bi-weekly trash and recycling pickup schedule, reducing
need for storage space and customer-facing clutter until pickup.
• Partnered with University of California Santa Barbara (UCSB) Tenant Association President to sponsor
educational events at family-student housing regarding cost effective ways for students to buy local and
organic whole foods.
• Improved business processes by developing spreadsheets, invoice processing tools and online presence for
Volume Purchasing Program in collaboration with Scan Coordinator.
• Established and oversaw Sunflower Kids Club program to target families via outreach and education. Also
educated children in green lifestyle in collaboration with local non-profit group and educated adults in water
resource retention, energy efficiency, gardening and composting.
• Played key management role in developing food compost program for kitchen waste that provided compost
for community gardens.
EDUCATION
BACHELOR OF ARTS IN ENVIRONMENTAL STUDIES / MINOR IN SOCIOLOGY
University of California Santa Barbara, Santa Barbara, CA
ASSOCIATE OF ARTS / EMPHASIS ON MATH, SCIENCE & ENGINEERING
De Anza College, Cupertino, CA