Customer Service Management

Gary Cosmer

***** ** ********** ****, ***** Valley, OR 97086

H: 503-***-**** C: 503-***-****

Gary Cosmer **********@*****.***

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

OBJECTIVE

A seasoned Operations, Technology, Marketing, and Business Development Executive searching for an

organization in need of hands on leadership to implement metrics based operating disciplines and provide

immediate business improvement and enhanced operating profitability. A proven track record of operating

efficiency, revenue, and profit growth including international experience working with Fortune 500 companies in

retail, business services, and financial markets. Expertise in planning and implementing strategy, negotiations,

project management, building revenue, and profit maximization. Full cycle M&A experience leading acquisitions,

divestitures, and carve-outs.

AREAS OF EXPERTISE

Senior Management Executive – P&L Operational Leadership

Training, Educating & Team Building Go-To-Market Strategy

Business Improvement Metrics Technology Development

Business Development Strategies Business Process Improvement

Presentations & Demonstrations Product & Project Management

PROFESSIONAL EXPERIENCE

TRM Copy Centers & Solvport LLC. – Portland, OR 2007 – 2012

President & Chief Executive Officer

While at this provider of self-service convenience photocopy services with more than 12,000 copy centers

nationwide, I had full responsibility for the business including sales, marketing, finance, operations, information

technology, warehouse logistics, field service, depot repair, call center, and human resources. Reporting to the

Chairman of The Board Of Directors, I was responsible for over 230 employees throughout the United States. In

2010 as part of an effort to diversify revenue streams, I negotiated the acquisition of Solvport, LLC, a nationwide

provider of outsourced ATM & Kiosk support services at over 100,000 retail and financial locations nationwide.

Launched companywide metrics based performance management by working with departmental leadership to

develop performance metrics to be reported weekly during executive staff meetings

Reduced SG&A and COGS by over $2.00M through measurement planning & operating process improvements

Reduced day’s revenue in accounts receivable by 25% through aggressive collections management and by providing

billing information to field technicians via handheld devices to allow collections activities during service events.

Reduced field repair turnaround time by 50% by implementing mobile technology to improve route planning

Reduced parts refurbishment costs by 20% by implementing manufacturing based disciplines including Two-Bin,

Kaizen and Pace workflow

Implemented tracking systems to improve control of over $1.2 M parts inventory and eliminate the need to close

operations for year-end inventory

Reduced customer generated service calls and fleet costs by implementing proximity based systems to allow

technicians to perform preventative maintenance at locations near customer generated service calls

Secured long-term contracts with major accounts including Rite Aid, Wells Fargo, JPMorgan Chase, Cardtronics, and

the US Post Office valued at over $25M

Successful carve-out, stabilization, diversification, and sale of a mature nationwide retail convenience services

business yielding a 4X return to shareholders.

Responsible for the strategic acquisition of Solvport LLC, transforming the revenue base from a mature and declining

market to one with high growth improving the enterprise value of the company

TRM Corporation – Portland, OR 1997 – 2007

Senior Vice President & Chief Information Officer

TRM Corporation was a global retail convenience services company, which provided convenience-banking (ATM)

solutions to retailers and financial institutions. With over 17,000 locations, TRM Corporation was one of the largest

independent providers of off premise ATM equipment in the world. Before carving out the US Photocopy Division to start

a new company in 2007, my scope of responsibility included worldwide ownership of all technical support, training,

product development, information technology, electronic commerce, facilities, regulatory compliance, physical and

information security, attrition management, and departmental operating budgets.

Institutionalized 4DM (define, design, develop, deliver, manage) project management methodology improving project

efficiently, expediting deliverables, and lowering delivery costs

Leadership role in the design, development and implementation of a sophisticated ATM cash inventory system used to

manage over $1.2B in ATM cash inventory

Executive Sponsor for all Sarbanes Oxley compliance items related to Information Technology and Security

Led the selection and implementation of a $1.2M Oracle enterprise resource planning system allowing the company to

improve efficiency and support financial accounting demands related to international business requirements

Developed a wide area network (WAN) to connect over 70 remote locations spread over four different countries improving

communication and productivity while minimizing costs to implement by using state of the art VPN technology

Developed strategy to enter the casino gaming market and secured contracts with flagship accounts including Resorts

International (Tunica Mississippi), Ballys (Tunica Mississippi), Atlantic City Hilton, and Resorts International (East Chicago,

Indiana) worth over $17M

Responsible for product development of the company’s worldwide ATM business deploying some of the first off premise

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ATM locations in the United Kingdom

Due diligence and business integration team leader for acquisition based growth initiatives resulting in five strategic

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acquisitions valued at over $150M

Estey Distribution Group, Inc. – Portland, OR 1994 – 1997

Service & Training Manager

While at the Estey Distribution Group, an outdoor power equipment distribution business serving the Northwest, I

managed a team responsible for service management, dealer development, and training for over 500 independent

retailers and power equipment dealerships located throughout the northwest. My scope of responsibility included

ownership of warranty processing and arbitration, product training, software based training development, management

of the company’s demonstration equipment inventory, fleet management, and associated departmental operating

budgets.

Designed and implemented a warranty tracking and component failure analysis database reducing claim turnaround time

and improving cash flow for each dealership

Developed courseware to support diverse employee training initiatives including warehouse logistics, customer service, and

technical support

Created a dealer development training series which improved pull through sales at dealerships by building sales and product

skills within the service department

PROFESSIONAL & CIVIC ASSOCIATIONS

ATM Industry Association (ATMIA) – Advisory Board Member

Association for Corporate Growth – Portland Chapter

TECHNOLOGIES OF FAMILIARITY

Oracle; Salesforce.com; e-Automate; Microsoft Visio; Microsoft Project; Microsoft Office; Franklin Covey

EDUCATION

BS, Major, Emphasis on Production and Inventory Planning,

Southern Illinois University, Carbondale, IL

AAS, Major, Emphasis on Aviation Technology and Operations,

Southern Illinois University, Carbondale, IL

Microsoft Certified Systems Engineer (MCSE)

Cisco Certified Network Associate (CCNA)

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