JOSEPH C.

SARNO
Phone: (508) 881-4422 / {Mobile} (617) 512-6288 | Email: JCSarno@verizon.net
Address: 10 Hunting Hill Lane * Ashland, MA 01721

SUMMARY OF QUALIFICATIONS
Outgoing forward thinking business leader offering 25+ years of assertive, compe
lling style that has proven to be inspirational and profitable. Versatile execut
ive strategist, recognized for having excellent marketing skills, exceptional sa
les abilities, and sound business acumen. Progressive, decisive, and innovative,
highly valued for expertise interpreting corporate vision and strategy, transla
ting objectives into actionable plans, and providing decisive leadership to mult
i-functional, cross cultural teams. Respected by superiors, peers, and clientele
for being highly collaborative and interpersonal. Currently seeking an Executiv
e Management/Sales position which will effectively utilize all acquired skills,
abilities, and areas of expertise as follows:

* Business Operations & P&L Management

* Sales / Sales Management
* Staff Training/Supervision
* Relationship Management
* Team Building/Leadership
* Sales Techniques/Strategies
* Marketing/Advertising
* Business/Revenue Growth
* Call Center Operations
* Strategic Planning
* Program Management

EXECUTIVE PROFILE
FFP Global * Westborough, MA
2008 - Present
Chief Operating Officer
Assumes full responsibility for Sales & Operations for both the Contact and Fulf
illment Centers in MA and CA, as well as for managing 8 direct reports and overs
eeing P&L of $18M annually. Handled client interaction and continuous improvemen
t for all phases of the business.
Selected Achievements
* Acquired 9 new clients in first year, worth over $2M, while taking on the COO
role in the 7th month of employment.
* Applied and secured acceptance into the Department of Defenses Central Contrac
tor Registration (CCR) data base and began bidding on large government contracts
.
* Executed an offshore call center agreement and partnership (India) signing a s
ervice agreement in January of 2010, allowing FPP Global to compete for offshore
opportunities.
* Achieved average annual savings of $133K by renegotiating all carrier and pack
aging vendor contracts.
Vantage Deluxe World Travel, Inc. * Boston, MA
2007 - 2008
Vice President, Call Center Services
Held P&L responsibility for this $200M international travel organization, compri
sed of 3 divisions including Telesales, Customer Service, and Outbound/Group Sal
es. Hired and partnered with outside vendors to build strong relationships, incl
uding sales follow-up, customer qualification, and customer satisfaction surveys
.
Selected Achievements
* Led a small team of 6 direct reports to continue sales growth of 14% annually,
averaging approximately $1M in sales per day.
* Restructured corporate sales and customer service training while documenting a
nd cataloging all P&P and building new sales manuals.
* Deployed a new online reservation system and call center IS&T restructure, spe
cifically Genesys VTO, and other new technologies in customer communication.
WPI Advertising, Inc. * New York, NY
2001 - 2007
Vice President
Directed the national sales team selling advertising for the AT&T National Toll-
free Directory, a former client of Cross-Industry Communications and Protocol Co
mmunications. Managed national clients for the company's CMR division (Certified
Marketing Representative), overseeing $3.6M of national yellow page revenue. De
veloped and executed all sales training.
Selected Achievements
* Achieved personal sales representing 40% of gross sales annually.
* Introduced a new internet platform to a shrinking print advertiser base and re
-energized the product.
* Strengthened CMR client relationships by introducing a new communication plan
and onsite visits.

JOSEPH C. SARNO PAGE 2

EXECUTIVE PROFILE - CONTINUED
Protocol Communications, Inc. * Boston/Worcester, MA {Protocol purchased CIC in
1999} 1999 - 2001
Vice President | General Manager
Supervised P&L, operations, and the center's sales representatives in 2 strategi
c locations. Directed call center expansions in both locations from inception to
completion, as well as established, implemented, and maintained all policies an
d procedures.
Selected Achievements
* Strategically managed the sales plan, forecasts, and business development, res
ulting in a 33% growth rate from $6M to $8M in 17 months (Boston).
* Increased the Worcester account base, representing yearly revenue by $1.4M, wh
ile improving overall business performance and client relationships ensuring the
highest levels of customer satisfaction
* Led the complete transformation of Information Systems infrastructure and Best
Practices, increasing productivity by 15% from Jun. 1999 to May 2000.
Cross-Industry Communications, Inc. * Boston, MA
1992 - 1999
Vice President | Chief Operating Officer
Led operations and staff for this 150-station integrated marketing contact cente
r with responsibilities including client satisfaction, business development, inf
ormation systems, and training program design/development.
Selected Achievements
* Increased revenue from $2.5M to $8M over 8 years.
* Successfully designed and launched the B2B Air Miles Program in the U.S., repr
esenting a $2.3M run rate during the first 6 months.
* Effectively managed P&L for the company's largest account, AT&T, including 25
sales people and gross sales of $7M per year.
* Cultivated and nurtured relationships with an expansive client base including
American Express, Lucent Technologies and clients like SwitchBoard.com and JobDi
rect.com
Offline Micros, Inc. * Boston, MA
1990 - 1992
Vice President
Managed operations, including computer rentals, leases, sales and customer servi
ce while directing a staff of 17.
Selected Achievements
* Launched new sales operations and strategies in Eastern Europe.
* Developed and implemented direct mail campaigns, expanding company revenues by
18% and the New England client base by 11% (representing over $1.4M in an 18-mo
nth period).
InfoPlus, Inc. * Needham, MA
1985 - 1990
Vice President of Sales
Led 9 district sales managers with over 100 sales representatives for an aggress
ive Yellow Page publisher. Developed and executed all sales and marketing progra
ms and represented advertising sales and program strategies to the company's lar
gest clients and prospects.
Selected Achievements
* Increased revenue from $14.2M to $23.5M in less than 2 years.
* Redesigned territory assignments and sales team reporting systems, increasing
sales and staff retention.
District Sales Manager
Hired, trained, and managed a team of 12 - 15 sales representatives.
Selected Achievements
* Assisted in building this start-up organization, pioneering new technology and
sales effort into one of the INC 500 fastest growing companies (1987).
* Top District Sales Manager and Presidents Club Member in 1986, 1987, and 1988.
EDUCATION & TRAINING
Northeastern University | Bachelor of Science Program, Business Administration
Professional Sales Courses | J. Douglas Edwards, Tom Hopkins, Gene Chamberlain,
Bob Tacy, Richard Tosti
ACTIVITIES
* All Sports | Little League Baseball Coach | Avid Reader | Photography | Music