Director Customer Experience

Danielle R. Lenker

Coudersport, PA

adzod3@r.postjobfree.com Phone: 586-***-****

OBJECTIVE

A Director of Customer Experience with 32 years of progressive experience in the testing industry supporting Aerospace, Defense, Telecommunication, Medical, Automotive and Consumer Product industries. Have held positions with increased responsibilities including Quality Management, Accounting, Human Resources, Compliance, and my latest role as Director of Customer Support Services with a large North American team of 60. I am seeking an Executive Leadership role in a growing, well capitalized organization that will challenge and capitalize on my ability to help drive R.O.I and organizational success and customer satisfaction.

WORK EXPERIENCE

NATIONAL TECHNICAL SYSTEMS (NTS) 1991-2023

NTS is a global leader in Test, Inspection & Certification (TIC) company that provides integrated testing, systems evaluation\certification primarily focused on the aerospace, defense telecommunications, medical, automotive and consumer products industry sectors. Revenues of +220 Million and 1400 employees

DIRECTOR, CUSTOMER EXPERIENCE 10/2013 – 04/2023

NTS acquired 10 companies in 13 years. Responsible for integrating people and processes into customer support services and assist with IT integration

Manage a team of approximately sixty (60) people across the US and Canada in four (4) functional teams o Customer Inquiry Intake

Including Call Center Management

o Customer Purchase Order Acceptance / Contract Review o Technical Writing

o Order Book Management

Including Canceled Order Charge Negotiations

Including Invoicing

• Reviewed and enforced company compliance with DPAS, ITAR, EAR and CUI regulations

• Ensured proper order acceptance for government Classified contracts

• Reduced collection issues from 20% to less than 0.5%

• Reviewed technical specifications and submitted price quotations within a standard turnaround time as needed with turn around time of less than 24 hours. Order acceptance less than 2 hours.

• Supported sales reporting and metrics thru data from Microsoft Dynamics AX, D365 – CE, D365

– PO and D365 – F&O

• Manage Microsoft Dynamics (AX 2009 and D365 CE, PO and F&O) o Reviewed current state and map out desired state for new projects o Developed plan for implementations (including instructions to development team for code changes)

o Tested code changes and report/log bugs

o Developed SOPs and Work Instructions

o Conducted training sessions for new processes both on line and in person

*Position eliminated due to acquisition of NTS by Element Materials Technology

(NTS) INTERNET SALES MANAGER 07/ 2009 –10/2013

• Reviewed, qualified and processed all internet inquiries for the organization, submitted monthly metrics reports and prepared quotations as required

• Reviewed technical specifications and submitted price quotations within a standard turnaround time to all customers as the Application Engineer for the Detroit facility

• Worked with a KAIZEN team to redesign internal processes to improve efficiency

• Assisted the Detroit facility with operations as required

• In 2010 took over program managing and helped to implement Microsoft Dynamics AX o Reviewed current state and map out desired state o Developed plan for implementations (including instructions to development team for code changes)

o Test code changes and report/log bugs

o Developed SOPs and Work Instructions

o Conducted training sessions for new processes both on line and in person Danielle R. Lenker

(NTS) APPLICATION ENGINEER 08/2008 –06/2009

• Reviewed technical specifications and submit price quotations within a standard turnaround time to all customers

• Assisted other managers with submitting price changes and final invoices to customers

• Worked with a KAIZEN team to redesign internal processes to improve efficiency

• Conducted training with new hires on the internal processes of the facility

• Managed office support staff and budget, including cost cutting measures and decisions

• Assisted operations with performance of daily facility activities, as necessary

(NTS) CUSTOMER SERVICE AGENT 07/2005 –08/2008

• Worked directly with customer representatives during pre-test quotation planning and program performance (resulted in a 60% customer survey response rate)

• Traveled to customer locations, nationally and internationally, to ensure customer satisfaction and/or finalize program sales

• Organized sales activities of the laboratory including preparation of reports, pricing and delivery of quotations, and follow through with customers, as necessary (increased the turnaround time for the delivery of quotations)

• Assisted operations with performance of daily activities, as necessary

(NTS) ADMINISTRATIVE SERVICES MGR & 07/2002- 07/2005 CUSTOMER SERVICE AGENT

• Trained and assisted Customer Service Agents at lab locations nationally

• Assisted the Division Manager with the daily management and operation of the laboratory

(NTS) OFFICE MANAGER 09/1999 -07/2002

SALES & HR COORDINATOR

• Assisted the Division Manager with the daily management and operation of the laboratory

(NTS) QUALITY ASSURANCE MGR 05/1996 –09/1999

HR COORDINATOR

• Managed, administered and enforced the Company Quality Assurance program per the requirements of ISO Guide 25/17025 and our laboratory A2LA accreditation

(NTS) ACCOUNTING CLERK 08/1991 – 05/1996

EDUCATION

Wayne State University / Detroit, MI

Bachelor of Arts in Business Management

Human Resource Mgt and Labor Relations concentration School of Business Administration

TECHNICAL SKILLS

• Proficient in Microsoft Dynamics AX, D365, Azure DevOps, and JIRA

• Proficient in MS Office Suite, including Power Point, Visio, Project and Teams

• Extensive experience in developing SOPs and integrating new processes and systems

• In-depth knowledge of consumer insights methodologies including market analysis and survey design

PROFESSIONAL SKILLS

• Outstanding leadership and team management capabilities

• Proven track record in driving business growth through insightful research

• Excellent communication and presentation skills, adept at crafting compelling narratives based on diverse data sources

• Experienced in fostering inclusive and collaborative team cultures

Contact this candidate