Customer Service Manager

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PROFESSIONAL PROFILE

. RESULTS DRIVEN PROFESSIONAL WITH OVER 20 YEARS EXPERIENCE IN MANAGING

HIGHLY COMPLEX PROGRAMS AND INITIATIVES.

. Consistently assigned to high profile projects and key accounts due to

clearly being the right person for the job!

. Outstanding track record of delivering revenue, productivity, and

quality improvements through well-managed projects that meet

aggressive timelines.

. Proven ability to innovate and optimize processes, measurement

systems, and infrastructure to maximize business results.

. Ability to connect with others and engender trust and respect at all

levels.

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Areas of Expertise

. PROJECT MANAGEMENT

. Cross-Functional Team Leadership

. Training Program Development & Facilitation

. Advanced MS Office User

. Continuous Improvement of Operational Processes and Standards

. Key Account Management

. Problem Solving

. Developing Long-Term Customer Loyalty

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PROFESSIONAL EXPERIENCE

CORPORATE ACCOUNTS MANAGER, H.M. ELECTRONICS, INC 2007 TO PRESENT

Lead Account Manager for the organization's largest and most demanding

customer accounts. Responsible for development and implementation of sales

building and promotion strategies, and obtaining corporate approvals for

new products and services. Liaison between sales leadership and staff, and

national franchise community.

Selected Accomplishments

. Consistently recognized by customers and H.M. Electronics, Inc for

outstanding results

. Managed multiple nationally implemented projects and initiatives

. Developed centralized data management system that significantly

increased sales staff productivity through reduced administrative

tasks

. Implemented customer direct sales e-commerce portal, resulting in 12%

increase in key account revenues

. Developed and facilitated numerous training programs to increase sales

staff effectiveness

. Provided Six Sigma expertise to organization's lean enterprise system

rollout

Program Manager, Pentair Electronic Packaging 2000 to 2007

Responsible for all aspects of managing key accounts including translating

customers needs in to profitable solutions. Responsible for the

coordination of cross functional disciplines in the development and

deployment of new products and integrated solutions. Developed and

implemented customer plans, schedules, and forecast for introduction and

deployment of new products, firmware releases, and integrated solutions by

working closely with mechanical and electrical engineering, supply chain,

manufacturing and quality assurance departments.

Selected Accomplishments

. Consistently met or exceeded quality and cost objectives for all

customer driven projects

. Managed the company's two largest customers, Motorola and

Philips Medical.

. Led successful, ahead of schedule development of ATCA Chassis,

allowing customer to be first to market with new technology

. Drove value engineering initiatives resulting in over 10% cost

reduction

Sales Administrator, Electronic Solutions (Pentair Electronic Packaging)

1998 to 2000

Answered customer inquiries, prepared quotations, reviewed contracts, and

processed orders for assigned territory of approximately 300 customers in

the medical, government, test and measurement, telephony, and general

computing fields.

Shop Administrator, Venue Verde Franchise, dba The Body Shop 1993 to

1997

Responsible for all operational aspects for four retail locations.

Accountable for maintaining superior professional standards in the areas of

sales, customer service, visual presentation, inventory management,

operations, personnel management and staff development. Promoted from part-

time Sales Associate to Shop Manager; ultimately landing role of Shop

Administrator over the four year period.

Customer Service Supervisor, Melles Griot Laser Division 1990 to 1993

Responsible for leadership and development of customer service team in

support of world-wide sales administration. Worked extensively with

manufacturing and engineering to meet customer and company goals. Trained

and facilitated ongoing quality customer service workshop for entire

division during culture change using Total Quality Management practices.

Steady growth in leadership, The Norac Company 1981 to 1990

Over a nine year period, progressed through several roles with this family-

owned chemical company, including Customer Service Manager, Export

Administrator, Accounts Receivable Manager, Inventory Control Specialist,

Technical Secretary, and Receptionist. Working for The Norac Company

provided a strong baseline for future endeavors.

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Education & Certifications

ASSOCIATE OF ARTS SIX SIGMA

PALOMAR COLLEGE, 1995

GREEN BELT, 2006

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