1. MARK MALAGRIDA
205 Downing Drive 401.743.2396
Attleboro, MA 02703 mark6126@comcast.net
SALES MANAGEMENT EXECUTIVE
Award-winning executive with impressive record of success in sales leadership, new business development,
team training, management and coaching. High-capacity strengths in coaching, goal attainment, staff
development, competitive analysis and branding in consumer-facing environments. Rare skill for generating
revenue by introducing sales culture to non-sales customer care environments. Recognized for turnaround
of underperforming unit into the #1 sales team and for leveraging brand positioning and marketing
campaigns to identify and promote sales.
Change agent, business driver and team motivator adept at cultivating productive relationships across diverse
market segments, at every level of the organization and with external vendors. Driven to achieve personal
and team peak performance, surpass top quality benchmarks, streamline daily operations and successfully
execute strategy in rapidly changing, highly competitive, high-tech marketplace.
HONORS and AWARDS
Winner Circle Award Recipient, Exceptional Service-to-Sales Performance
Cox Communications 2012
Winner Circle Award Recipient, Exceptional Inbound Sales Leader Performance
Cox Communications 2010
PROFESSIONAL EXPERIENCE
Cox Communications, West Warwick, RI 2002-Present
Assumed positions of increasing responsibility for the largest private telecom company in the U.S., with $10.5B in
annual revenue that provides 6M residential and business customers with advanced digital video, Internet, phone
and home security and automation services.
SERVICE-TO-SALES MANAGER, OUTSOURCE VENDORS 2014-Present
Serve as primary liaison between internal corporate sales and leadership of external customer service vendors
throughout the U.S. and Canada. Introduce and manage implementation of sales culture within customer care
environment. Highlight of Achievements:
 Integral to division exceeding by 30% overall corporate sales objectives.
 Directed turnaround of underperforming unit to #1 Outsourced Billing site i.e. highest number of
care calls to sales conversions.
 Generate new revenue streams by pioneering successful integration of sales culture within customer
care division and through consistent performance monitoring, measurement and recommending
corrective action, as warranted.
 Drive sales production and maintain high motivation levels by introducing, leading and tracking
effectiveness of corporate initiatives, sales tools and tactics and by developing and leading product
fairs and training programs that ensure representatives are informed of key marketing and sales
initiatives, vendor giveaways, perks, events and incentives.
SERVICE-TO-SALES MANAGER, COX NEW ENGLAND 2012-2014
Drove outstanding results in the integration of sales culture to customer service environment by developing and
leading implementing of corporate sales strategies among 14 Account Services and Technical Support teams
throughout multiple call center locations. Highlight of Achievements:
 Exceed personal and departmental goals and objectives by spearheading full alignment,
consistency and cohesion in people practices, call center management, customer service delivery and
overall sales performance.
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2. MARK MALAGRIDA
401.743.2396 mark6126@comcast.net
PAGE TWO
(Professional Experience continued)
 Exceeded revenue goals by 19% and 85% in two key categories during first 12 months alone.
 Boosted sales by establishing and leveraging strong business relationships with local Sales,
Customer Care and Marketing in order to enable communications and call center representatives to
capitalize on sales opportunities across all product lines.
 Significantly improved sales/revenue growth, productivity, quality and optimization of customer
satisfaction by tracking and monitoring departmental performance.
INBOUND SALES SUPERVISOR 2007-2012
Led sales team and peers to exceed revenue goals; staffed, coached and managed several sales teams while
aligning sales mission with the company’s commitment to exceptional customer service. Mentored five sales
agents promoted to management positions.
Highlight of Achievements:
 Transformed lowest performing team into the Top Performing team, achieving highest
percentage of net revenue growth over goal month-over-month for two consecutive years.
 Enhanced growth and work environment by refocusing team on achieving results through the
implementation of “No Complaining Rule,” which was subsequently rolled out in other areas.
RETAIL SALES SUPERVISOR 2002-2007
Integral member of management team for 14 retail locations throughout New England. Facilitated training in
new product rollouts, campaign creation, sales and customer service.
Highlight of Achievements:
 Consistently met or exceeded goals, while transforming culture from a service to a sales orientation.
 Expanded market share and visibility by leveraging retail experience to direct development of
operating policies and procedures, leading launch of organization’s first digital store in Rhode Island.
 Improved audit compliance fulfillment by designing guidelines for both cash and operating
practices at all locations.
GAP Inc., Brockton, MA 1994-2002
Promoted from Sales Associate to Assistant and Associate Manager between 1994 and 2000; then assumed full
retail location management responsibilities for this $15.8B (2015) leading global retailer offering clothing,
accessories and personal care products for men, women and children under the Gap, Banana Republic, Old Navy,
Athleta and Intermix brands.
STORE MANAGER 2000-2002
Oversaw all business operations, including floor sales, visual merchandising, personnel and customer service, at
this store with $2M in yearly revenue. Trained, motivated and supervised three Assistant Managers, a Stock
Supervisor and 30 Sales Associates.
Highlight of Achievements:
 Achieved #1 regional ranking in credit card sales; reduced shrinkage by 50%.
 Boosted staff engagement and sales by creating Individual Performance Plans (IPP).
 Improved operating efficiencies by conducting regular operational audits as District Auditor.
EDUCATION AND TRAINING
MANAGEMENT/LEADERSHIP TRAINING:
Advanced Labor Relations • Richardson Coaching Methodology
Change Management • Leadership Principles • Leadership in Action
Cox Leadership Training and Development
BACHELOR OF ARTS
Framingham State University, Framingham, MA 1995