Norman Dutcher Email & Phone Number

Toronto, On, Ca

Manager of Service Department •Direct daily operations of the Service department. Restructure the department to improve efficiencies. Instituted policies to track repair unit volumes and time in shop. Started with a team of 4 and grew the department to a current staff of 10. Increased parts sales in topline and profitability. Was instrumental in acquiring a major line of product for distribution, service, and professional support. Set KPI’s for the department and implemented tracking measures to monitor progress. Ensure that the department was meeting TAT (Turn Around Time) standards set by manufacturers. Financial Enhancements: • Improved profitability of the department through the development of written policies and procedures.• Instituted flat rate estimation policy to speed repair cycle and realize greater profits.• Initiated sales of parts to end users to enhance sales in the department.• Was instrumental in spearheading the successful effort to bring on a major international brand for Service and loaner program., increasing departmental revenue by many 100K’s.• Operational Improvements:• Improved efficiency of department through the development of written policies and procedures.• Developed all processes and procedures involved with the acquisition of the new Brand acquired.• Redesigned flow of product through the Service department to increase efficiency as well as reduce touch points and give greater visibility of what stage repairs were at any point in time.

Toronto, Canada Area

Dutcher Developers is a business to business venture that is based on training in the retail marketplace.It concentrates on training retail sales staff of local business to be more effective. This enhances the customer interactions, resulting in increased average dollars per transaction, employee retention, and raise referral business. All of this results in higher sales for the retailer. A second offering is support of local businesses in trade show participation. This is done mainly through providing trained staff to man the booth at the time of the show and effectively qualify leads and direct potential customers to the appropriate company staff within the booth.

Management experience in learning and communications development. Strong ability to improve performance of others through coaching and communications. Experience in development of performance enhancing training presentations.Working within the photo industry to enhance company training programs and processes.

National Retail Services Manager • 2006 - 2011Managed third party retail assistance program. Developed support expansion initiatives for retail locations nationwide. Trained internal sales staff, new vendor partner staff, end-users, and retail staff across the country. Marketed new retail assistance program by researching and selecting advertising vendor partner and collaborating with internal advertising team. Established consistent brand message and vision.Financial Enhancements:• Increased sales by 34% by designing and implementing third party vendor program.• Generated $1M+ in continuous return-on-investment by planning and activating Whistler World Ski and Snowboard Festival, leading to Olympus owning 2 festival events and profiting from unpaid press coverage, advertising, social media, and brand promotion. Operational Improvements• Boosted sales 10-15% by presenting specialized training sessions nationwide that fostered dramatically improved product knowledge and enhanced customer-focused strategies.• Created strongest Olympus product sales to date by coordinating largest and most successful product launch in Canadian branch history.• Improved efficiency by writing and implementing computer tracking program which monitored estimates, true costs, and variation between both, including real-time expenses-versus-budget tracking.• Developed instant brand & promotion collateral image inventory, including image concepts, location scouting, permit acquisition, model selection / negotiation, and setup / maintenance of online image depository.• Increased brand awareness through experiential marketing using a vendor partner. Conceptualized, promoted, and executed the experiential marketing campaign for Olympus Canada. Oversaw this section of the company for three years.• Independently led, designed, developed and implemented sales learning programs for internal and key account staff, sales teams, retailers, and end users.

Training Manager • 2011-2013Directed international training and trade show processes. Conducted sales meetings, secured sponsorships, and coordinated promotional events for all North American products. Developed functions to enhance brand awareness and positive brand response. Created request-for-proposal documentation clearly highlighting trade show booth purchase requirements. Collaborated with product marketing division to fully understand product capabilities and enable most effective approach for emphasizing product qualities end-users. Designed interactive and engaging displays that attracted customers and showcased emerging technologies, features, and functionality.Financial Enhancements:• Cut shipping costs $25K annually by analyzing inventory storage methods, restructuring system to store assets in various geographical locations.• Boosted sales by up to 15% by designing appealing and interactive displays highlighting product features in relation to inferior competitor models.• Lowered trade show product loss by 80% by implementing bar coding inventory system.Operational Improvements:• Executed exceptional trade shows and training sessions within time and budget frameworks through extensive organization, planning, communication, and by cultivating strong vendor-partner relationships.• Built brand awareness by designing current brand image used in public and trade shows across North America.• Developed innovative training processes, created instructional material, and scheduled trainings across North America.• Developed instant brand & promotion collateral image inventory, including image concepts, location scouting, permit acquisition, model selection / negotiation, and setup / maintenance of online image depository.

.Oversaw internal and external staff development for sales team, retailers, and end users. Developed innovative training processes, created instructional material, and scheduled trainings across North America. Fostered learning by translating complex concepts to their basic components, enabling understanding using visual aids and everyday examples to build learner knowledge / skills and eventually introduce advanced terminology. Selected for travel to Japan to contribute to new camera design.Selected Achievements:• Developed cohesion, built brand loyalty, and improved employee knowledge-base by designing and implementing comprehensive training programs, including Olympus School of Digital Photography, overseeing staff development of thousands across North America. • Dramatically increased market share and sales by conducting hundreds of targeted retail training sessions, sharing strategies and techniques for significantly improving revenue.• Award: Technical Representative of the Year.

Bachelor Of Business Administration In Training And Development, Training And Development

•Strategies For Developing Effective Presentation Skills

Fundamentals Of Marketing

Fundamentals Of Marketing

Commercial And Ilustrative Photography

Education record

Education record

Education record