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Click here or scroll down to respond to this candidate Candidate's Name
Street Address Rolling Hills Drive Crystal Lake, Illinois Street Address
PHONE NUMBER AVAILABLE EMAIL AVAILABLE
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PROFESSIONAL SUMMARY:Detail-oriented, highly motivated and creative professional with experiencein Customer Service/Call Center, Systems Implementation and TechnicalService, Project, and Sales Management for North American and Internationalmarkets. Excellent reputation as a creative, energetic individual, whoenjoys leading, and being part of a team. Outstanding communication skillsand a proven ability in delivering results and providing profit to mycompany.Hardware: Motorola and Digital Servers, Laser printers, peripherals, IBM PC's and communication devices for networking/server.
Software: Microsoft Windows, UNIX, Linux, Pick, AS400, Avante/Epicor,Microsoft Navision, Microsoft Dynamics 365 CRM, LeadMethod, IIR (IndustrialInfo. Resources), Visual, Oracle, Impromptu Report Writer, Word, Excel,PowerPoint, Outlook, Project, ACT, Clarify, Flash, and Lotus Notes.ProtectosealIntegrations Manager April 2022- May 2023Project Manager, overseeing the 10 million dollar acquisition of ElmacTechnologies UK and Elmac Envisafe India. Focus on product integration, ERPinterface, CRM and Lead Generation. . Project Manager over Integration of Microsoft Dynamics 365 CRM and new lead generation software IIR (Industrial Info. Resources). Initiated all application training for Sales and Manufacturer Rep. Group, and creation of process documentation. Over 1,500 leads have been generated with a 48% win rate. Created Gantt Charts to direct project. . Integrated Elmac product line into Protectoseal's. Worked with Engineering to ensure BOM's and Product Routings were set in place within Avante ERP Database. Project led timeline for production roll out of new product line into the sales force. This obtained over 37 product lines, consisting of over 400 parts, producing over 2 million dollars in sales. . Worked with Production Team to pilot product builds, ensuring bill of material and routings upon workorders were precise and accurate. . Worked with marketing to enterprise new Marketing campaign and sales documentation to Sales Team.Inside Sales Operation Manager February 2018 - May 2023Directs the operations of the company's inside sales/customer service, andtechnical engineering sales functions, and is responsible for allactivities related to customer service and field support. Supervise a staffof 10 associates internally and remotely. Responsible for establishing,implementing and maintaining customer service standards, assuring thecustomers receive the best sales service possible. Contact Customers todetermine satisfaction of product line and assist Sales in growing productlines (Customer Success). Maintain budget of over 40 million dollars ofsales both internationally and domestically. . Supervises all daily inside sales activity of the Inside Sales and Application Engineer staff. . Manages the inside sales and technical support function to achieve goals with available resources. . Plans and organizes workloads and staff assignments. . Trains, motivates and evaluates assigned staff, reviews progress and directs changes as needed. . Handle all domestic and International transactions, to the customer full regulatory compliance. . Issue, oversee the RMA process to insure that return requirements are enforced 100%, and issue the corresponding credit memos for returned product when process is completed. . Worked daily with Production and Purchasing Manager to expedite current workload and allocate any issues with shipments or suppliers. Monitor MRP of product line work with Purchasing on Inventory Control . Assisted Purchasing Manager in procurement of product, contacting Suppliers to expedite and rotate production needs. Monitor MRP of all product lines. . Establishes leads for Manufacturing Reps. and Regional Sales Managers, thru Lead Method software.Jessup Manufacturing CompanyClient Relations Manager August 2016 - September 2017
Provide quality customer service contributing to sales growth, customersatisfaction, and customer retention. Manage, train and develop aneffective team of Key Account Representatives. Lead effective ISO processesfor order management, resolution of customer concerns, developing newbusiness quotations, and supplying product and business information in anaccurate and timely manner. Run an effective customer service operationusing analytics, problem solving, and cross-functional leadership. Overseethe sales budget of a 35 million dollar organization. . Train, coach, supervise and motivate a team of 4 Key Account Representatives . Conduct performance reviews for team members on a regular basis and in accordance with company guidelines. . Manage lead program of new customer prospects. Pre-qualified all leads that came in house and provided feed back to Outsides Sales and President to establish business line and win business. Averaged 500+ per month. . Manage quotations process, customer web portals, EDI mapping and testing, and product information reports, extracts and feeds. Maintain and update customer information utilizing Visual CRM. . Communicate with managers, peers and team members of all departments as chief customer advocate. Ensure that customer orders and other transactions flow smoothly from order capture to fulfillment. Resolve issues and work closely with the Quality Manager to improve the quality of service. Advise and inform other functional partners proactively of customers' needs. Champion the process development and improvement in the customer service department. . Meet with customers as required in support of business development, process improvements, and relationship building.CGW Manufacturing Company/PASCOInside Sales Manager May 2007 -August 2016Responsible for the Customer Success managing relationships and increaseprofitable sales with CGW distributors, Manufacturing Sales Reps andRegional Sales Managers, developing over $65 million in yearly sales for aUS market of a major European manufacturer of abrasives for commercial,industrial, manufacturing and construction usage. . Co-Customer Service Manager, over see a staff of 5 customer service/inside sales rep. Hire, train new employees with Customer Service/Inside Sales functions. Provide yearly reviews. . Trained all Customer Service staff on new product development and price structures. Provided technical aspects of product line and competitor crossovers. . Managed all new leads and developed business over $6 million dollars for outside sales managers and Manufacturer reps. . Project Manager for all Special Make products. Read blue prints/product specifications and work with R&D and engineering team to develop and create pricing structure of product for end user. Escalate Life Cycle of product from creation to final development to customer, occurring $8 million in sales. . Establish new distributor base thru performing credit checks on account and determining sales volume within regional area. Building relationship with them to promote CGW product line. . Assist A/R Manager on delinquent accounts, "over 30 days" and other difficult accounts. Contact customers through effective telephone collection methods to verify all information, evaluate the customer's willingness and ability to pay. . Create orders and expedite existing orders thru EDI, fax and email. Create Sales Quotes on competitive products. Handle customer issues relating to product description, usage and pricing. . Monitor consignment customer's upcoming usage. Monitor inventories and responsible for month end consignment billings. Work with Production Manager to ensure stocking levels. Monitor MRP for inventory control. . Led all Quality Control issues pertaining to RGA's and testing of product lines, with QA Manager. . Executed development of reports for sales analysis by customer and part-number, month end accounting transaction reports, RGA/Credit Memo and inventory control reports. . Project Manager for $20 million dollar acquisition of Pacific Abrasives. Created order entry and inventory control processes. Assisted in training/development Customer Service staff on Microsoft NaVision.
. Led company efforts in Microsoft Nav, ERP database, development and implementation. This included financial, order entry, and manufacturing function, implementation and CRM. Lead with 3rd party company in developing customer base and part-no. pricing structure, manufacturing cost analysis, and inventory control processing. Created order entry training documentation for Customer Service/Inside Sales staff. Provided Training to Customer Service/Insides Sales on order entry, quoting, RGA and creating credit memos. . Developed Phone Server for Call Center.
. Attend trade shows to provide product knowledge to Manufacturer Representatives and distributors.ADP, Inc. (Automatic Data Processing, Inc.) Dealer Services DivisionMay 1988 to March 2007
Implementation/Technical Support Supervisor July 2000 to March 2007Customer Service Manager role, responsible for managing a LaserImplementation Install, technical service specialist staff (call center) of19 and overseas call center in India of 3. Assigned and coordinatedtraining and support for all Customer Service activities for Laserimaging/printer installations. Also responsible for recruiting, forecastingstaffing, developing training, coaching (providing one-on-ones), andmaintaining a full install specialist staff including performance reviews,terminations and salary recommendations. . Led company implementation efforts of Enhanced Laser Forms installations and DSDA installations. This consisted of over 300 installs per month resulting in revenue that began at 100 million and grew to over "$600 million dollars" per year for a $2 billion dollar organization within 3 years. . Primary escalation point for Customer Service install problem resolution for Laser Install Specialists.
. Responsible for call handling of up to 200 calls per day through an Avaya, Teloquent call center system in reference to technical support and implementation issues. . Responsible for managing technology driven change project efforts such as: systems conversions, client migrations, and new product delivery. . Responsible for performing audit reports and evaluate workload based on status reports and analytical processes. . Own all Quality Assurance processes. Responsible for developing and documenting new procedures for changing business. Provide feedback to R&D group(s) and Product Marketing regarding new hardware and software implementations. . Project Manager for any new software/hardware application. Responsible for creating task groups to develop processes and implement staff direction, training, installation and support channeling. Created Gantt Charts to direct project. . Product Manager - Planned and executed new hardware product programs and life cycle management. Evaluated price structure, product training and roll out of product. . Developed and implemented Teloquent Phone server for the department. Created metric's reports that monitored call flow, time per calls and employee phone screening. . Created new performance review process that is based on the competencies of their daily role. . Conducted 40 hours of training to each direct report on a yearly basis and to sales teams, to motivate and improve skills, on new software and hardware applications and technical features. . Completed MRA, Management by Objectives and Project Management training courses.
Customer Service Team Leader/Regional Support Coordinator May 1995 to July 2000Responsible for Backup Supervisor/Team Leader to an internal customerservice call center staff of 14. . Oversaw and assisted in the workload of Client Technical Associate (Customer Service) staff and Account Executive staff with implementation of ADP Hardware and Software applications for National/Mega Accounts onsite and in house. . Provided monthly management reports on software application and need for additional training for internal staff to ensure quality assurance and technical expertise. . Managed high volume of calls (average 100) on a day-to-day basis, through a VNET Call Center. . Single point of contact for critical client issues for all National/Mega Accounts. . In-house escalation point for critical software and implementation needs. . Assisted ADP sale associates in assessing clients software needs and assist in sales cycle. This includes assisting on software and hardware conversions when needed onsite and in house. . Worked with client/server networks within a LAN and WAN environment. . Developed training classes, which increased product and technical knowledge for my team members. . Successful in writing special procedures and software items for clients, which lead to customer satisfaction. . Conducted 40 hours of training to each direct report on a yearly basis and to sales teams, to motivate and improve skills, on new software and hardware applications and technical features. . Created new incentive programs which improved yearly reviews for my internal staff. . Recognized customer service and sales leader within division of company. Top sales revenue generator for annual physical inventory project 1995-1999 ($600,000 Avg. per yr. in revenue), 1995-1999 Quality All-Star based on Client Recognition/AppraisalSenior Client Technical Analyst/Customer Service May 1988 - May 1995
Responsible for providing Customer Support through analyzing programdeficiencies, and responsible for developing creative solutions. . This requires knowledge of ADP's DCS software and multiple versions of hardware, and PICK databases along with their purposes and limitations. . Managed high volume of calls (average 90) on a day-to-day basis, through a VNET Call Center. . Responsible for training new associates.Education: University of Illinois at Chicago Bachelor of Science, Business Administration, Marketing |
