Customer Service Manager

Leslie Emmons Moschner

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

North Ridgeville, OH 44039

H: 440-***-****

C: 440-***-****

**************@*****.***

Call Center Operations, Materials Management, Customer Service professional

well versed in service, call center management, and inventory

disposition/warehousing. Efficient, organized self starter and team leader

with strong communication, analytical, follow through and decision making

skills. Ability to work effectively across organizations to identify needs

and pragmatically focus on problem resolution; revenue enhancement, cost

control and business benefit capture. Key skills include:

Performance Management SAP / Sales, Service, Distribution

Modules

Team Building / Training / Coaching Troubleshooting / Maintenance

Customer Service / Call Center Distribution / Inventory Control

Management

Financial Administration Reporting Process Improvement

Policies / Procedures Documentation Strategic Planning / Budgeting

PROFESSIONAL EXPERIENCE

Automated Packaging Systems, Streetsboro, OH

2011 - 2012

Global leader in design and manufacture of flexible bag packaging systems.

Spare Parts Operations Manager

Performance management of 16 Service Representatives, including Customer

and Technical Support, Buyer / Planner, Shipping and Receiving Teams, and

Administrative Assistant. Oversight of Distribution Centers, $2.5M

inventory housed both nationally and internationally.

. Replenished and balanced 6 Sales Demonstration Warehouses and 5

Consignment Warehouses to insure seamless, updated product flow to all

showrooms to support and facilitate sales team in demonstrations and

closures.

. Successfully balanced and replenished monthly, 15 Field Service

Engineer vans to ensure that inventory issued for field service work

aligned with customer requirements.

. Prepared monthly and annual forecast and budget numbers for Spare

Parts Machinery Division to measure results against plan and adjust to

assure profitability targets were met.

. Maintained sales, margin, and operating profit objectives to provide

data to management regarding revenue optimization strategies necessary

to meet those objectives.

. Accurately reported monthly and annually, all Key Performance

Indicators including sales, margins, inventory turns, call wait and

abandonment rates to monitor and measure business segments within my

sphere of control.

. Successfully implemented SM Plus as the Service ERP system.

. Oversaw the writing of manuals for order entry, technical

troubleshooting and contract maintenance for all three business

segments which formalized and made uniform previously unstructured

policies and procedures.

. Successfully implemented Authorized Service Provider Program which

expedited and improved customer service.

. Named Strategic Business Leader for Service for the IFS Implementation

Initiative.

. Successfully implemented The KRONOS Timekeeper System for Payroll and

Attendance which eliminated paper time sheets and manual tracking of

vacation and sick time usage.

. Named ISO Auditor in Team that resulted in ISO certification of the

Machinery Division.

The ScottCare Corporation, Cleveland, OH 2006 -

2011

Leader in non-invasive cardiology diagnosis, therapy, monitoring and

manufacturer of quality medical devices serving cardiopulmonary

professionals.

National Service Manager

Managed three technical service, order entry, and clinical applications

departments comprising the Telemetry, Diagnostic, and ECP segments, which

handle an average of 500 calls per week. Prepared monthly and yearly

forecast and plan numbers for all three segments.

. Successfully Implemented Go Live of the Intuitive ERP system for Service.

. Oversaw the process of writing manuals for order entry, technical

troubleshooting, and contract maintenance for all three business

segments.

. Collected all disputed invoices for Telemetry, Diagnostic, and ECP,

assisting AR in reducing DSO from 67 days to 43 days.

. Developed, trained, and scheduled twelve technical service

representatives, order entry personnel, and clinical applications

specialists covering two shifts in both the Cleveland and Tampa offices.

Emerson Network Power (formerly Marconi) Power Field Support Services

Energy Systems, North America, Lorain, OH 1998 -

2006

Provider of software, hardware and services that maximize availability,

capacity and efficiency for data centers, healthcare and industrial

facilities.

Manager, Customer Service and Operations

Supported three customer service departments comprising the Spare Parts,

Depot Repair, and Field Service segments of Emerson's Power Field Support

Service Business Unit.

. Managed all orders processed in both the SD and SM modules of SAP,

including billable, warranty, and contracts in both Domestic offices in

Lorain, Ohio, and International offices in Mexico and The Philippines.

. Monitored all orders placed through E-Commerce, including EDI, Ariba,

B2B, and Sorvive.

. Ensured stocking levels were maintained to enable Emerson to deliver in a

timely manner, yet keep inventory turns within company standards.

The Caldor Corporation, North Ridgeville, OH 1994 -

1998

Upscale promotional discount department store selling a full range of

national and owned-brand general merchandise.

Customer Service Manager

Managed all customer service calls for 167 retail stores in the Northeast,

both in-bound and out-bound call centers. Monitored productivity and

administration of reviews of all employees and supervisor

. Worked closely with store management to ensure high levels of customer

satisfaction while minimizing check losses.

. Implemented new procedures to increase check sales, collections, and

reduce expenses

EDUCATION

Bachelor of Arts (BA) in Psychology

The University of Washington, Seattle, WA

CERTIFICATIONS / CONTINUING EDUCATION

Certified Super User in SM and SD Modules of SAP

Contact this candidate