Thomas Cleland Email and Phone Number

Global Microsoft Dynamics CRM Product Manager. Responsible for collaborating with and influencing executive business leadership to deliver digital solutions that directly impact business strategy, profit growth, and customer value. Oversee digital platforms, tools, and mobile applications that enable & support 14 sales & service business units globally. Specific scope and oversight include management of customer accounts & contacts, opportunity pipelines, value projects, field service work orders, internal technical support requests, and data integrity. Utilize Project Management, Six Sigma/Value Stream, and Agile methodologies to achieve business outcomes and reduce inefficiencies. Provide strategic leadership, goal setting, and support to a team of 9 business process analysts around the globe.- Honored with Growth Award. Selected to lead 20-person digital team generating a series of solutions under immense time pressure; optimized onboarding of 22k global customer locations increasing customer adoption and invoicing of digital services valued at $18M/year.

Held operational, P&L, strategic steering, business development, financial and oversight responsibility for the high-volume, North American territory, with an annual sales revenue of $42M, and additional service/support management generated from over 18,000 annual service requests. Provided leadership, direction and support to a team of 11 back-office associates and over 100 field service technicians. Collaborate with regional leadership to develop annual business and execution plans to drive new business, concepts and technologies while reducing inefficiencies using Six Sigma/Lean methodologies.- Project managed the assimilation of newly purchased $40M service business; Over $670,000/year in productivity savings. - Utilized agile methodologies for coordinating the design, testing and implementation of Microsoft Field Service platform across North America and Europe; Processing 30% more work orders, reducing invoice cycle time by 60% and generating an additional $5M in service related revenue over the prior year.- Personally facilitated the optimization of work order request process utilizing Six Sigma DMAIC methodologies eliminating associate overtime and temporary labor resulting in operational savings of $68,000 while increasing the number of work orders by 25%.- Leveraged value-stream mapping lean methodologies to increase back-office efficiencies including reduction in A/R process time increasing annual cash-flow by $368,000, reducing Goods Received process time achieving a productivity savings of 160 hours.- Developed and implemented a Training, Development & Promotional Milestones Program for back-office associates and service technicians and a New Hire Training Program to increase effectiveness and speed career transition.

Consistently met target sales goals and exceeded business development expectations through the conceptualization and deployment of innovative sales, marketing and customer relations strategies. Strategic thinker adept at identifying/analyzing opportunities. Developed/implemented enhanced sales/marketing plans that drove both new/established business. Demonstrated expertise in implementing solution sales strategies while successfully networking and translating new business into loyal, long-term professional relationships, as well as effectively maintaining existing accounts. Leveraged a unique blend of abilities in account management, developing cost benefit analysis, delivering high-impact sales presentations and negotiating/closing contracts by illustrating value. - Honored 2 times with Summit Award for outstanding sales and account management measured through revenue and profit growth and retention.- Recognized 2 times with Mountaineer Masters Award for consistent revenue and profit growth for a minimum of 3 years.- Instrumental in training, mentoring and managing a successful work force, increasing revenue by 10% ($229,468) and increasing profit by 18% ($216,935).- Co-authored case study currently used throughout Ecolab - Reduced Class-A building’s operating expenses $21,390 resulting in customer ROI of 807%.

Principle responsibility for the planning, staffing and directing of business affairs for organizations with up to 1000 personnel assigned worldwide. Held full decision-making responsibility for developing annual business plans and long-range strategic plans, evaluating human resource and training requirements, and implementing advanced anti-terrorism/law enforcement functions. Acted in the capacity of General Manager, Operations Manager, and Management Executive developing and leading high-profile business units supporting global operations in South Korea, Afghanistan, and Iraq.Expert at training, leading, and motivating high-profile teams to peak performance in high stress environments in the U.S. and foreign countries.- Selected over two senior officers to become night shift Operations Officer; responsible for command & control of the Battalion’s 1000 personnel and 144 vehicles during combat operations in Iraq.- Recognized by XVII Airborne Corps inspectors for establishing and maintaining the best Safety and OSHA program in the battalion. - Successfully negotiated an additional $500,000 in funding for security cameras and equipment, barricades, buildings, and vehicles. - Orchestrated physical security and personnel security plans, to protect various coalition and dignitary visitors including: the Deputy Secretary of Defense, the Chief of Staff - Army, the Deputy Chairman of the Joint Chiefs of Staff, and the U.S. Ambassador to Afghanistan. - Rated “Top Lieutenant” for duties performed in Afghanistan; establishing a base defense plan, and integrating U.S. and coalition soldiers (Operations normally performed by an officer one rank higher). - Recognized by Battalion Commander as an outstanding junior officer, demonstrating potential far beyond the present rank.

Managed all areas of operations, including marketing, regulatory compliance, pricing, budgets, vendor relations, sales, business development, purchasing and inventory control for two store locations. Implemented optimal purchasing strategies based on comprehensive market analysis with primary emphasis on increasing sales in line with customer demand. Generated significant improvements in customer relations/satisfaction by quickly identifying and rectifying areas in need of improvement. Successfully managed team of 4 Assistant Managers and 130 associates through strategic promotion of corporate culture and goal-setting/attainment to exceed customer expectations and generate both company growth and positive results.GENERAL STORE MANAGER - Longview, TX (2006-2007) - $26 million annual salesGENERAL STORE MANAGER - Kansas City, KS (2004-2006) - $32 million annual sales- Consistently exceeded sales goals by $1M and operating goals by $787,000 for fiscal years 2006 and 2007. - Ranked “Top 10” in region twice consecutively through innovative increases of “Voice of the Customer” scores in 2006 and 2007, (16% and 14% respectively).- Generated over $450,000 in revenue through The Home Depot’s installation programs from leads garnered by two personally mentored associates; best in district.- Analyzed operations, then directed associate training activities and key process improvements reducing store mark-downs by 40% over previous year; increased annual profit by $255,500. - Capitalized on individuals’ strengths and coached role-plays using professional selling skills. #1 in district for appliance sales through cultivation of sales force.