CHRISTOPHER C. MOLLAHAN

***** ** ****** **** . ********, Oregon 97140

Home 503-***-**** . Cell

503-***-****

chris abijgx@r.postjobfree.com .

http://www.linkedin.com/in/cmollahan

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PROFILE

Customer Service & Sales Management/Operations Management/Project

Management

Results focused Business Manager credited with building best-in-class

service and operational organizations that have consistently achieved

aggressive revenue and profit objectives. A proven team builder and

catalyst for change, effectively revitalizing workplace procedures,

processes and repositioning business strategies to maximize goals. A

creative thinker, problem solver, and decision maker who is results driven

to succeed.

Areas of Excellence:

Project Management

Production Management

Human Resource Management

Cross-Cultural Team Building

Customer Service Operations Management

Strategic Business Planning

Sales Order Management

Merger/Change Management

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PROFESSIONAL EXPERIENCE

Planar Systems, Beaverton, Oregon . 2006-2008

Technical Support Manager

Recruited to rebuild, revitalize and strengthen the Customer Service Center

and transform it into a 24x7 Global Technical Support Center across three

site locations (Finland, France & U.S.), supporting end customers, channel

partners, dealers, and OEM's across five Business Units worldwide.

Directed the strategic planning, development, staffing and management of

Planars' Technical Support department. Team consisted of 27 employees who

handled technical, RMA (Return of materials authorizations), and parts

order sales calls of high end projectors, video walls, home entertainment

systems, desktop monitors/touch-screens, and digital signage software.

Scheduling of Field Engineers to assist in installations and service calls.

Effectively communicated with customers, sales reps and logistics carriers

to facilitate expedient cost and effective product delivery. Worked

extensively with IT staff as the client representative to develop user

requirements for CRM, work flow procedures and user documentation. Project

Manager during two merger acquisitions and responsible for developing best

business practices, process mapping and implementation of new processes and

systems in the Service Organization. Exposed to Lean Manufacturing.

. Led integration efforts in Service for three merging companies (Clarity

Visual Systems, Synelec and RUNCO International) that Planar Systems

purchased in 2006-07 which reduced the number of CRM systems from 6 to 2.

. Reorganized customer service organization improving customer satisfaction

by reducing: abandon rate from 32% to 6%, average handling time from 8

minutes to 6:15 minutes, and average speed of answer from 5:30 minutes to

55 seconds.

. Drove customer service satisfaction across all Business Units from 80% in

April 2006 to 91% by Oct 2008.

. Designed escalation process between Customer Service, Quality, Sales and

Engineering improving issue resolution from 2 weeks to 2 days or less.

. Improved delinquency of asset recovery of products from 50% to 12% across

5 Business units. Reduced delinquent RMAs by 70%. Improved average RMA

fulfillment from 3 weeks to less than 2 days.

. Introduced on-line chat using Bomgar Software that created a new avenue

for technical support which reduced call volumes by 5% and improved one

call resolution by 5%.

. Achieved Zero Non-conformances in external ISO 9002 audit 3 years in a

row.

Kelly Services (Intel), Aloha, Oregon . 2005-2006

Buyer/Data Analyst

Supported Five Buyers and assisted them with Purchase Order Management

acting as the key interface between global suppliers and Intel.

Communicated daily with up to fifty suppliers regarding purchasing policies

and procedures, negotiating shipments, shipment of repair parts (RMA

creation) and price changes. Analyzed Bill of Materials parts (BOMs) to

ensure they were ROHS compliant.

AFS Intercultural Programs, Portland, Oregon . 2003-2005

Information Center Manager

Led 16 Advisors and a receptionist in advising and lead follow-up for

students wanting to participate in AFS programs and managed hosting lead

follow-up for students coming from partner countries. Staffed, trained and

developed call center and managed a $480,000 budget.

. Project Manager on the system implementation that automated 100% of the

workload which doubled the productivity in the call center and Admissions

Department.

InFocus Inc., Wilsonville, Oregon . 2001-2002

Technical Support Manager . Call Center Management Consultant

Hired as Technical Support Manager as a result of the outstanding efforts

as Consultant/Project Manager during the successful InFocus-Proxima merger.

Led a team of 30 Technical Support Agents that supported both end

customers, Authorized Service Centers and channel partners. Scope of

responsibilities included strategic planning and development of a 24 x 7

Global Call Center, customer feedback documentation and communication of

InFocus products and service performance to Engineering, Manufacturing,

Quality, Logistics, Customer Service and Marketing divisions. Additional

responsibilities included staffing, budgeting, training, execution of

technical services with Authorized Service Centers, Third Party Repair

Depot, quality assurance and customer satisfaction.

. Call Center Consultant and Project Manager that analyzed and made

recommendations on call center metrics, work flow processes and

consolidation of two call centers. Defined best practices/processes for

the merging of two company's service organizations and worked cross-

functionally in the development and implementation of Oracle 11i system

upgrade for Customer Service.

. Managed a budget of $1.3 million and met all budget goals.

. Developed functional plan objectives for Technical Support, which drove

improved call center metrics. Operating with same employee base improved

service levels from 60% to 80%, abandon rate from 16% to 8%, average

handling time from 8 minutes to 6:15 minutes, and average speed of answer

from 2:30 minutes to 1:15 minutes. Achieved e-mail Tech support turn

around goal of 4 hours or less.

Education and Professional Development:

B.S. in General Science, University of Oregon

Comprehensive Human Resource Management Certification, Portland State

University - 2002

Certified Supply Chain Analyst Certification (CSCA) - November 2009

Computer Courses: Microsoft Windows 2000, Visio, PowerPoint, Excel

Systems Used: SAP, Clarify, Oracle 10.7 and 11i, Salesforce, Encore,

iCube, Siebel, SharePoint, Lotus Notes and Outlook CRM and Right Now web

tool. BPCS and Oracle ERP systems.

Volunteer

Northwest Children's Outreach

Tigard Chamber of Commerce

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