Christopher Lentocha

** ****** ****

Tolland, CT 06084

Home - 860-***-****

Mobile - 860-***-****

acoo79@r.postjobfree.com

Results-oriented customer service professional with over 15 years of

experience. Received continuous recognition for delivering superior results

in a fast-paced, deadline-oriented environment.

Cooper Surgical, Inc., Trumbull, CT

February 2008 to Sept 2014

Senior Manager, Customer Service (Call Center)

11/09 to 9/14

o Provide leadership to 18 customer service employees and two

supervisors responsible for the Surgical, Distributor, In Vitro

Fertilization and OB/GYN business units Domestically and

Internationally. In charge of forecasting and creating expense budget

for department.

o Responsible for all aspects of management which includes strategic

planning, hiring decisions, performance reviews, call center employee

relations and holding supervisors accountable to reviewing scorecards

with their teams.

o Responsible for IT-related projects which includes serving as a

project team member of the E-Commerce team which develops, trains and

implements the shop online website, and Call Center technology

o Creation of KPI's using a Customer Value Proposition. Creation of

Customer Satisfaction Survey based off Customer Value Proposition.

o Versed in using MS Project for ongoing project planning on strategic

projects to move department to next level of success.

o Partner with the sales team to develop up selling strategies for

customer service. Also develop new strategies to improve call quality

and be more customer centric.

o ERP system used - DATAFLO

Manager, Customer Service (Call Center)

2/2008 - November 2009

o Provided leadership to a team of 16 customer service employees and 2

supervisors dedicated to support the Surgical, Distributor, In Vitro

Fertilization and OB/GYN business units

o Implemented new service standard metrics in call center, conducted

analysis of statistical reporting of service metrics

o Partnered with sales team to develop up selling strategies for

Customer Service

o ERP system used - DATAFLO

Gerber Scientific, Inc., Tolland, CT October

1994 to February 2008

Manager, Customer Solutions Center (Call Center)

6/2004 - February 2008

o Managed a team of 25 call center employees and 2 supervisors dedicated

to supporting all Gerber divisions

o Served as a project team member on the Shared Service initiatives and

implementation

o Served as a member of the Gerber Coburn relocation team (spare parts

and consumables to a DHL warehouse)

o ERP system used - SAP (Sales and Distribution Module, and Materials

Management Module)

Gerber Scientific Operations, Production Supervisor

3/2003-6/2004

o Supervised 25 employees

o Responsible for day to day Aftermarket facility in absence of

Aftermarket Manager

o Served as a member of Strategic teams through out the company to

ensure superior quality of service for the Customer

o Founding team member for Logistics team that was implemented in 2004.

o ERP system used - SAP (Sales and Distribution Module, and Materials

Management Module)

Aftermarket Order Fulfillment/ Shipping Specialist 9/2001-

3/2003

o Strategic planning and order management for Aftermarket Division

o Member of Strategic teams through out the company to ensure superior

quality of service for the customer

o ERP system used - SAP (Sales and Distribution Module, and Materials

Management Module)

EDUCATION

Ashford University, Iowa

Bachelors of Arts, Business Administration

Currently enrolled - 1 year left

Manchester Community College, Manchester, CT

Business Administration

1Semester

Morse School Of Business, Hartford, CT

Travel and Tourism Program

Graduated August 1993

LEAN Manufacturing Training

Lean Horizons'

Year of 2007

COMPUTER/TECHNICAL SKILLS

SharePoint, SAP (8 year's experience SD and MM modules), Microsoft Office

Suite, MS Project ASK ManMan System, Lotus 1-2-3, FedEx Power Ship, UPS

Online Shipping, SABRE, DATA WORKS, Citrix, AVAYA, CISCO, GHX (Global

Healthcare Exchange)

ACHIEVEMENT/PERSONAL

o Coach Youth Athletics

o SAP implementation team member

o Lean Manufacturing Team Leader

o Certificate in Expertise of Orlando, Orange County Convention and

Visitor Bureau, Florida

o Awarded 1992 Business scholarship / DECA Chapter President,

Willimantic, CT

References available upon request

Contact this candidate