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Candidate's Name , MBAClemmons, NC Street Address  LINKEDIN LINK AVAILABLEEMAIL AVAILABLE PHONE NUMBER AVAILABLEBUSINESS OWNER ERP CONSULTANT WITH STRONG LEADERSHIP CREDENTIALSVeteran Business Owner Project Management ERP Implementation Business Process TransformationEffective operations and service leader with over 23 years of professional experience including senior/executive level customer facing leadership roles. Driven change agent with ability to convey vision and drive transformation effectively. Avid customer service advocate with strong communication skills and ability to negotiate and work with all customers. Experienced ERP implementation expert with experience in SAP, Microsoft Dynamics, Infor Cloudsuite and more.Proven service operations leader with track record of enhancing customer experience through digital and automated process engineeringRecognized for outstanding leadership in cost reduction, operational efficiency and team engagement leveraging enhanced systemsConsolidated (4) service organizations into one post-acquisition and doubled revenue over short period of time driving everything to systems and processes for scalabilityBusiness process transformation leaderExpert in business process mapping of as is and defining to be processes using a variety of tools to include LucidChart.ERP Implementation expert  Microsoft Dynamics 365, Infor Cloud Suite, SAPProven change management leader with abilities to promote change and adapt processes to new and innovative ways of executing.Experienced in forecasting, sales and operations planning and driving performance to metrics extracted from systems that have been put in placePROFESSIONAL EXPERIENCEC&C Property Solutions, Clemmons, NC 3/2019  PresentPresident, Business OwnerOwn and operate a family real estate investment firm. Experienced at finding deals, negotiating deals and managing large amounts of capital. Experienced at raising private capital for real estate deals. Engage in buying, renovating and selling single family homes. Experience in managing complex projects keeping all contractors on time and budget. Develop scalable systems for automated repeatable business.Engage in all aspects of business ownership from finance/accounting management, project management, raising capital, leadership, sales, marketing and more.Seek to serve others in all we do operating with integrity and ensuring win win in every transaction.Earned Superhost status on Airbnb for rental performance and customer satisfaction.Experienced in real estate specific accounting practices.Strong public speaker and presenterDeveloped strong network of vendors for projects.Cash flow managementAdaptec Solutions, Lexington, NC 11/2019  1/2024Vice President, ServiceManaged consolidation of (4) service organizations post-acquisition under private equity firm. Lead customer experience and technical services delivery for service division of 90 people. Collaborate with engineering, sales, manufacturing and finance to meet all customer needs. Oversee training and recruiting strategy in order to expand and develop talent. Negotiate, manage and expand relationship with major clients (revenue in the millions per client). Manage Territory Managers across the United States leveraging industry standard metrics to drive performance and improvement of service delivery.Identified, proposed, and selected new field service ERP software system platform to bring all organizations on one systemLed growth of consolidated division from 30 technicians to over 75 technicians in less than a year Develop new markets and open new branches to include a new branch in 2019Started and built customer experience center from nothing to fully functional in 6 monthsRe-structured service delivery process to align all needs of the acquired companies in one systemManage operations P&LLed growth in service revenues by over 50% in (1) yearProvide financial analysis and business health reporting to CEOAdvise CEO on operational strategyLead Training Manager, Customer Experience Manager and Territory ManagersLead other managers in developing organization.Manage recruiting, hiring and staff turnoverDeveloped effective recruiting process for hiring service technicians and developing talent to fully billable in less than 2 months after hireEstablished technical and new hire orientation program to help facilitate quick ramp of service techniciansUse SalesForce CRM for large opportunity managementMid-Atlantic Crane & Equipment, Raleigh, NC 3/2018  11/2019Vice President, Aftermarket & ServiceManage sales, customer experience and technical services delivery for service component. Collaborate with engineering, sales, manufacturing and finance to meet all customer needs. Oversee training and recruiting strategy in order to maintain and develop talent. Lead sales and operations management activities as a trusted advisor to CEO. Lead growth initiatives to include acquisition opportunity due diligence, opening new branches, new business development and contract management oversight.Manage all Aftermarket sales efforts using data driven decision makingDevelop new markets and open new branches to include a new branch in 2019Re-structured service delivery process increasing profitability by 8% and reducing unnecessary costs.1st month after hired increased revenue by 52% over previous month by cleaning up processes and structuring operations activity effectively.Manage operations P&LProvide financial analysis and business health reporting to CEOAdvise CEO on operational strategyLead geographical business growth effortsLead Service Supervisor, Parts Manager, Branch Managers, Sales Team, Warehouse Manager, Service Technicians and mentor Service Intern.Lead other managers in developing organization.Manage Warehouse Manager overseeing key metrics indicating inventory management and operational efficiencyServed as business development for service growing revenues by 23% over previous yearManage hiring and staff turnoverManage the recruiting of new employees during a 6 month period when there was no on-site HRARCA, Mebane, NC 1/2013  3/2018Director, U.S. Services (2016  2018)Manage customer experience and technical services delivery for a $20 million service component. Collaborate with engineering, software development, sales, manufacturing and finance leaders to meet all customer needs. Oversee call center strategy and coach Service Manager in customer experience delivery from call center. Negotiate with and manage network of service providers while maintaining customer service delivery expectations.Re-structured equipment installation process by region; hired first ever West Coast installer. These changes are anticipated to reduce the cost of installation activity by 20%.Led 18-month ERP implementation of Infor CloudSuite for operations. Successful implementation led to approximately $50,000 annual savings for a key operational area.Adapted team from a top down leadership approach to a collaborative and engaging approach that directly led to higher team engagement and approximately 15% increased productivity.Implemented queuing model based on applied statistics that helps predict expected customer wait time in the call center and is used to manage capacity. This model led to additional staff hires for the call center reducing average customers in queue to less than one.Led the development, documentation and process mapping of standard service processes to promote uniformity and increase efficiency.Managed project to transition from paper based records and general repository to ERP based work order system for standardization of work orders.Negotiated contract with new service vendor that led to 15% cost savings on service contracts.Launched service model and strategy for 3 new product lines expected to deliver another 1.5M over the next 18 months.Manufacturing & Logistics Operations Manager (2013 - 2016)Managed operations department of 35 personnel including supervisors. Delivered quality products on time and at minimal cost utilizing Lean manufacturing practices. Transitioned production of ARCAs highest volume product from one location to another helping improve production efficiency by 144%; reduced warehousing requirements by 50% and decreased transportation costs by 80%.Led analysis and project that successfully reduced the overall cost of goods (COGS) for ARCAs highest volume product by 15%.Launched an official production planning process that included Gantt charts with custom calculations scheduling production by hour; analyzed resource constraints and hired the first ever Production Planner.Hired, coached and mentored the first ever Process Engineer; this provided efficiency analysis and industrial engineering support that increased production efficiencies by approximately 35%.Recognized by tier 1 suppliers for exemplary performance in depot repair quality and on time delivery.Received Manufacturing Leadership (ML100) award in 2013 and 2014 for manufacturing efficiency driven by lean transformation.Led implementation of the service module for depot repair during the SAP implementation, April 2013. This led to formal reporting and business analytics that were previously not available for this business unit.Konecranes, Garner, NC 2007 - 2013Service Supervisor (2010  2013)Managed six heavy equipment technicians, overseeing all service and installation field work on overhead traveling cranes. Scheduled and coordinated daily service work and all projects with customers, vendors and internal resources. Certified OSHA crane inspector trained in identifying OSHA violations and driving compliance.Managed and led $300K overhead crane engineering modification and upgrade at major paper mill.Built relationships with customers that led to additional sales.Led the execution of $3 million annual service revenue.Managed capacity efficiently leading to expected profitability of over 35% gross margin monthly.Managed customers in CRM and quoted service jobs.Service Technician (2007  2010)Leveraged technical skills gained from the US Navy in my role as overhead crane technician and inspector. Furnished electrical and mechanical repairs to overhead bridge cranes. Provided detailed OSHA compliant inspections on overhead bridge cranes.U.S. Navy, Sasebo, Japan and Norfolk, VA 2001 - 2007Petty Officer 1st Class (E6)Served on (2) US Warships during the Global War on Terrorism. Earned two Naval Achievement Medals for various accomplishments and selfless service.EDUCATION AND CREDENTIALSNorth Carolina State University, Poole College of Management, Raleigh, NC December 2017Master of Business Administration (MBA), Supply Chain & Operations ManagementMBA Consulting ProjectsNCSU Supply Chain Management Practicum  Sourcing intake project for MUFG / Union Bank. Led a team of (3) NC State students in a project focused on improving, documenting and distributing information around strategic sourcing initiatives.North Carolina State University, Poole College of Management, Raleigh, NC December 2017Graduate Certificate in Operations & Supply Chain ManagementNorth Carolina State University, Raleigh, NC May 2017Earned certificate from North Carolina State University and SAP University Alliance for completing a program of study using SAP that includes hands-on experience with SAP Lumira and SAP ECC core modules of: FI, CO, SD, MM, WM, PP.DeVry University, Morrisville, NC June 2010Bachelor of Science, ManagementProfessional Development and Training  ARCA Futures leadership development program, Bell Leadership Institute  Achievers 1: Becoming a great leader, NCSU and SAP University Alliance  SAP certificate, U.S. Navy leadership training.ADDITIONAL INFORMATIONTechnical Skills: Microsoft Dynamics 365, SAP Business ByDesign, SAS, Infor CloudSuite, Infor Visual, Microsoft Excel (pivot tables, v-lookup) Microsoft Word, PowerPoint and Outlook, U.S. Navy electrician and electronics training, heavy equipment electrical and mechanical experience.Proficiencies: Microsoft Office Suite SharePoint ERP Systems Citizen ProgrammingVolunteering: Active member of F3 Volunteer at Samaritan Ministries Winston-Salem, NC Volunteer at GreeNest Winston, Salem, NC Member of VFW Post 1910 Board Member & Treasurer for WholeVet (assisting transitioning Veterans)