Customer Service Manager

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

New Castle, DE *****

Phone: 267-***-****

actcsy@r.postjobfree.com

SUMMARY OF QUALIFICATIONS AND SKILLS:

Profit & Loss Management: Using strategic resources, analytics and modeling; ability to create strategies and forecasts that translate into tactical plans which achieve financial objectives.

Leadership Ability: Development of high performing team culture, proven track record of recruiting, developing, and retaining talent. Experience working in multi-cultural environments, including international settings.

Own and Drive Product Life-Cycle: Portfolio expansion, performance and net profitability, e.g. cost positioning, pricing strategies, competitive analysis, product lifecycle management.

Strong Product Management Skills: Proven record of achievement in new product development with strong project management, and strategic sourcing skills.

From Cost Center to Profit Center: Demonstration of using a combination of initiatives that address new customer acquisition, sale of products, customer retention and customer service, and enhancement of the company’s brand and reputation.

Industry Navigation: History of managing multiple channels to market with complex sales processes involving third party reps, GPO’s, IDN’s and large resellers.

PROFESSIONAL EXPERIENCE:

Technical Marketing Operations Officer December 2014 – Present Cowie Technology Corp.

New Castle, DE

Responsible for achieving and surpassing sales, gross margin, and marketing operational goals set to increase awareness surrounding the business’ capability to provide exceptional OEM PTFE manufactured products to the North American market.

oRecognized overall revenue growth vs. PY of 21.7% in first year (January 2015 – December 2015) of position.

OEM (Custom) products: growth vs. PY of 13.6%

Standard Catalog: 8.1% growth vs. prior year.

Successful development and implementation of processes, ROI tools, metrics, initiatives, infrastructure and technology that will support and improve the operations of the Marketing function.

oDeveloped various KPIs that led to -14% reduction in operational inefficiencies involving the customer “touch” process.

oImplemented various customer “touch” improvements that yielded an improved score of 36% in overall customer service satisfaction surveys.

Marketing Vehicle First Contact Technical Support Order Process Distribution

Identifying gaps in portfolio, development of pricing strategy, development and introduction of new products and value added services.

Responsible for the calculation and measurement of ROI within all processes internal and external, which includes (but not limited to) sales, marketing, business development, technical support, engineering, quality management, procurement, and shipping/receiving.

Creating operational strategy and policies which keeps us ahead of any market demands and/or current trends using (CI) continuous improvement techniques.

Unifying global process principles wherever possible, but remaining “local-minded” when necessary.

Extensive involvement managing Capital Planning, Asset Management, Sales & Marketing, and Total Operating Expense Budgets.

Human resource management, which includes talent acquisition. Creating, retaining, and developing strong teams of goal orientated people.

Director, Category Management April 2013 – December 2014 VWR International, LLC.

North America, Lab Consumables

Radnor, PA

Full responsibility for attaining budgeted sales, gross margin, promotional margin, inventory management, and leading a team of Category Managers and Market Managers. (Portfolio size: +$690M)

o4 Category Managers (Plastics, Glass/Metal, Liquid Handling/Filtration, Clinical/Lab Animal Research)

o2 Market Managers

Direct report won “Category Manager of the Year” Award for exceptional Clinical Category performance.

Ability to effectively manage business support teams which include Pricing, MarComm, Forecasting & Inventory Planning, and Finance.

Proven results driving global portfolio alignment and global category harmonization strategies for North America, Europe, Asia and South Pacific territories. International travel assignments included various parts of China, India, and Europe.

Effective negotiating favorable contracts and managing OEM, service, and exclusive global distribution agreements.

Won 2013 EBITDA Challenge for department. (Goal was to obtain incremental $2MM in Q4 of 2013.)

Proven demonstration of leadership in developing and cultivating global supplier relationships across multiple market verticals.

Category Manager June 2011 – April 2013 VWR International, LLC.

Chromatography / Glassware / Metal

Radnor, PA

Proven success in developing and executing both commercial and portfolio strategies that deliver value to the business which increased top line revenue and reduced overall COGS.

oTop line grew from $128.5M to $141.2M in 2 full years.

oBottom line grew 10.3% (NET GM: $12.6M) in 2 full years.

Ownership of commercialization strategies, executing the establishment of fair market value (competitive bidding, partnership development, consolidation/reducing complexities of the category, etc.) and negotiation of contracts.

Successfully negotiated $24MM RFP, resulted in ~$9MM of COGS deflation over the next 5 years with current incumbent.

Successful demonstration of leadership in developing and implementing global sourcing initiatives by working closely with India and China sourcing managers.

Demonstration of the ability to lead and drive sales strategies for a national team of chromatography specialist. All exceeded plan during my tenure as their National Sales Leader.

Market Manager, Lab Supplies March 2011 – June 2011 VWR International, LLC. Radnor, PA

Successful management of all aspects of lab supply marketing initiatives which included:

oConducted market research to determine market requirements for existing and future products; analysis of customer research, current market conditions and competitor information.

oDevelopment and implementation of marketing plans and projects for new and existing products; expand and develop marketing platforms.

oManage the productivity of the marketing plans and projects, monitor, review and report on all marketing activity and results

oDetermine and manage the marketing budget; deliver marketing activity within agreed budget, then report on return on investment (ROI) and key performance indicators (KPI).

Senior Global Product Manager January 2007 – March 2011 Wheaton Industries Millville, NJ

Accountable for identifying and weighing new growth opportunities for merger and acquisition targets.

Key team member for implementing a European Distribution Warehouse strategy to expand Wheaton’s EU presence.

Negotiated an OEM/ Exclusive North America Distributor Agreement with a Swiss manufacture of liquid handling instrumentation, which grew category revenues by 18% in first year.

Leader for various electronic marketing initiatives (SEO, Interactive Online Catalog, B2C E-Commerce SAP integration, Landing Page/CRM Integration).

Managed Life Science, Liquid Handling and Chromatography portfolio which I grew (vs. PY) 2.2% yr. 1, 3.8% yr. 2, 18.1% yr. 3, and 4.7% year 4. ($24.3M $31.8M)

Track and communicated budget related milestones including raw material purchases, contract scope changes, and upcoming invoicing points.

Maintain communication between external and internal clients; Build relationships with strategic customers

Evaluate competition, customers and opportunities as it relates to existing opportunities and potential product development activities, defining product roadmaps for the business in order to exceed profitability and growth goals.

Manager, Downstream Protein Suite February 2006 – January 2007 Wuxi Apptec

Philadelphia, PA

Ability to develop and implement strategies to ensure the efficiency of manufacturing operations while ensuring that the downstream cell production group operates within budget, by preparing budgets, and managing cost of processes.

Development of Downstream Suite: Operating Expense Framework Budget (Personnel, Travel, Services, Administration, Contingency, Raw Material)

Management of the ongoing effort to develop large-scale production processes for the generation of recombinant therapeutic proteins utilizing mammalian cell culture process technology.

Planning, authoring and implementing process procedures to establish standard operating procedures (SOP’s) and Batch Records to maximize product yields and reduce manufacturing costs.

Ability to demonstrate excellent working knowledge of Good Manufacturing Practice (cGMP), Good Laboratory Practice (GLP), and related principles, standards and regulations.

Scientist I (Biochemistry) March 2003 – February 2006 Morphotek, Inc.

Exton, PA

Monoclonal antibody purification of harvested, clarified bulk derived from mammalian cell cultures.

Protein purification that consist of isolation of IgG, IgM, and antigens from serum, ascites, and cultured supernatant.

The daily maintenance of adherent and suspension cell cultures utilizing sterile techniques. Experience with mammalian, hybridoma, heteromyloma, insect and immortalized cell lines.

High throughput screening using Biomek FX (robotic liquid handling system). Designed various software templates for internal and external functioning. Use of Tangential Flow Filtration systems.

Conjugation and biotinylation of antigens and/or antibodies to enhance sensitivity of immunoassays.

Demonstrated the ability to perform biochemical, cell biology and molecular biology techniques such as, RT-PCR, SDS-PAGE, Western blot, cell culture, and protein purification.

Pre-Clinical experience with concentrated efforts in co-authoring IND Applications.

Research Associate January 2001 – December 2002 Exocell, Inc.

Philadelphia, PA

Development of competitive ELISA assay designed to monitor kidney function by quantitative estimation of albumin in human and mouse urine.

Animal handling experience with balb/c, db/db, and db/c mice. Handling included intravenous injections, retro-orbital bleeding, immunizations, pristine priming, and collection of ascites fluid.

Dissection and removal of target organs for analysis.

MEMBERSHIPS

PMI (Project Management Institute)

LPA (Laboratory Products Association)

ISBER (International Society for Biological and Environmental Repositories)

EDUCATION

Lincoln University, Lincoln University, PA

BS, Biology minor Chemistry

New York Institute of Technology, New York, NY

MBA, Marketing

Villanova University, Radnor, PA

PMP, Master Certified

APP PROFICIENCIES

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