Customer Service Manager

PAUL J. JANKOWSKI Phone: 847-***-****

*** ***** ***** ***** *-mail: **********@*********.***

Lake Zurich, IL 60047

Summary of Qualifications

Results driven Sr. Management Leader with a distinguished career building organizations, developing management teams and significantly improving operational performance. Highly skilled in managing the efforts and activities of people, capital, and equipment resources to reduce costs, improve productivity, and enhance operating efficiencies.

Demonstrated exceptional leadership abilities with the capacity to build, train and mentor highly productive marketing, sales and operational teams. Change agent with outstanding strategic vision, leadership, communication and organizational skills, which have proven to be critical assets in developing a positive work environment, managing people, and exceeding company goals. Possesses a unique blend of expertise in technical knowledge, growth strategy development, strategic business planning, coordinating operations and establishing/leveraging existing partnerships.

More than 15 years of progressive leadership and management experience involving:

Leadership

Change Agent Catalyst

Team Building

P&L/Budget

Performance Management Marketing

Vendor Relations/Contract Negotiations

Brand/Product Marketing

Strategic Business Planning

Operations Management

Organizational Design/Development

Process Performance Improvements

Quality / Customer Service

Project Management Sales Management

Key Client Development/Retention

Team Building

Recruiting/Staffing

Mentoring and Coaching

Professional Experience

Steritech Group 2009-2011

Operations Manager

Manage administrative and service personnel, offering guidance and direction in all areas of operations while supporting branch sales function. Direct operational activities targeted to revenue growth and expense controls. Direct Reports 10

• Increased Area net profit by 102% during initial year as Operations Manager.

• Reduced emergency Service Requests by 22% during initial year.

Kinetic Concepts Inc. 2001 - 2008

Regional Service Director

Managing Region operations, achieving and maintained defined levels of service, developing and managing teams in order to achieve financial, compliance, and strategic goals. Direct the efforts and activities of people, capital, and equipment resources to reduce costs, improve productivity, and enhance operating efficiencies. Direct Reports: 10 Indirect Reports: 235.

• Challenged with restructuring operations in order to reduce operational costs. Assessed current business metrics, partnered with cross functional teams to develop business plan and led implementation within 6 months. Resulted in reducing operating costs by 8 %. Region produced the highest scorecard, lowest cost per activity, and lowest expense to revenue percentage for 7 straight years.

Paul J. Jankowski Pg. 2

• Identified opportunities to significantly reduce Product Loss. Analyzed and identified root causes for high product shrinkage, constructed a tactical plan that included improved communications with end users and redesigning of operating processes within 90 days. Executed plan which resulted in reducing product loses by 55% during the first year.

• Long customer delivery times were negatively affecting customer satisfaction. Within 120 days built a regional team to identify bottlenecks, analyzed both the inside and outside activities included in the delivery process. Created and implemented operational plan. Improved delivery times by 10% which significantly increased customer satisfaction by the end of year.

• Needed to secure buy-in by in from customer operational support team in multiple locations in order to avoid potential loss of key account. Analyzed and evaluated support team’s areas of dissatisfaction, constructed a thirty/sixty/ninety day operations plan to meet actual customer needs within 30 days. Directed implementation which resulted in the successful retention of $2.1 million in revenue. Long term this solution became a best practices standard for future account relationship management.

• Inherited situation where high turn over rate was negatively affecting morale and costs. Partnered with cross functional teams to perform root cause analysis, formulated employee retention program and executed program implementation. Reduced turnover rate by 30% in first year. By end of 2nd year reduced turnover rate by an additional 26%.

Reedy Industries, Glenview, IL

Vice President of Operations - Residential/Food Service Division

Direct P & L responsibility for $25 million company division, which included the creation and execution of all services and marketing plans for expansion and operation of branches within the division. Direct Reports: 8 Indirect Reports: 175.

• Tasked with developing a new marketplace business opportunity that coincided with existing core business. Conceived, developed, and managed the first new division within the organization in 50 years. Generated a positive Gross Profit within 6 months. Long term producing $15 million in new revenue within 5 years.

• Needed to find a way to reverse a trend of shrinking labor margins. Analyzed and evaluated the company’s existing method of compensation, identified root cause, designed and led implementation of new compensation/pricing plan within 6 months. Increased labor margins by 21% within 60 days of implementation. Long term this was an important component of the marketing plan for generating new business while improving customer satisfaction.

Internal Auditor

Responsible for control and maintenance of $4,000,000 of inventory including equipment, replacement parts, and 300 vehicle truck stocks.

• Tasked with turning around an under performing business unit. Identified and focused on the major financial components of business unit, developed and implemented business strategy while redesigning operating processes within 45 days. Reversed monthly loses within 90 days creating a positive month Contribution % of 22%. By the 6 month point, the business unit was maintaining a consistent contribution margin of 30%.

Graymills Corporation, Chicago, IL

Customer Service Manager

Supervised inside sales staff responsible for processing Incoming orders while providing technical support and service support for original equipment manufacturer.

Education

MBA – Accounting, ROOSEVELT UNIVERSITY, Chicago, IL

BA – History, CANISIUS COLLEGE, Buffalo, NY

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