Keith Nisonoff

E. PRENTICE AVE, ENGLEWOOD CO

Phone: 303-***-**** ? E-mail: abh8v5@r.postjobfree.com

Director of Customer Service & Supply Chain Management

Professional Summary

Senior-Level Customer Service & Operations Executive leveraging 16+ years

leadership experience ? Operations management expert, driving revenue

growth and competitive advantage ? Customer Service specialist,

implementing best practices and improving KPIs ? Skilled technology

analyst, implementing leading-edge solutions ? Top performer who thrives in

high-expectation, high-stress environments ? Exceptional team architect,

skilled at building and managing high-performance teams ? Visionary thought

leader, fostering teamwork and cross-group collaboration ? Persuasive

communicator at all levels, building consensus and inspiring buy-in ?

Organized, take-charge manager with exceptional follow-through and

attention to detail

Core Competencies

P&L management and financial analysis ? Six Sigma methodologies - 6 Sigma

Black Belt & Green Belt Certified

? Supply chain process; planning, development, manufacturing,

effectiveness, procurement, production, inventory control, logistics and

distribution ? Customer Service Benchmarking and performance metrics ?

Business development ? Customer acquisition, retention, and loyalty

programs ? Supply chain & vendor management ? Leadership development ?

Operational metrics improvement ? Cost reduction ? Committed to exceeding

customer expectations ? Passionate about hands-on leadership by example ?

Meticulous about quality control

Professional Experience

TransVac Systems, L.L.C. Denver, Co

A $100MM Global Sales, Construction, Design, Engineering, Manufacturer,

Marketer, Distributor, Installer and Servicer of 4", 6", 16" and 20 inch

Pneumatic Tube Materials Management Systems. TransVac services healthcare,

sports venues, hospitality, casino, financial and government industries.

Senior management-facing reporting responsibilities. Report directly to the

President & the C.E.O.

Vice President of Sales, Customer Service & Supply Chain Management March

2010 - Oct 2010

Customer Service/Supply Chain Management:

o Improved customer satisfaction from 10% to 98% by decreasing order

fill time, forecasting accurate on hand inventory, decreasing response

to inquiry time, and adding 24 hour availability & Tech access.

o Designed & built an operational infrastructure and supply chain

management system from scratch.

o Oversight for supply chain process; planning, development,

manufacturing, fabrication, shipping, delivery, effectiveness,

procurement, production, inventory control, logistics and

distribution.

o Sourced vendors, negotiated pricing and terms.

o Oversight for maintaining strict quality of work and materials is

upheld and that the budget is followed.

o Create and train others to provide exceptional customer service

experiences to every client.

o Increased efficiency 26% by implementing differentiated workflow

designs & process control strategies.

Sales & Business Development / Customer Service

o Sold and closed $2.5MM in Pneumatic Tube Systems in 1st 12 weeks in

the position.

o Established a hospital pipeline of $130MM with $14MM scheduled to

close by 2nd quarter 2011.

o Exceed 1st year financial quota goal of $500K by 526%.

o Implemented Six Sigma methodology for development of an operational

and sales strategy, supply chain management, sales process, pipeline

development, sales forecasting & customer service benchmarking all

while driving the direction and development of customer service and

sales strategies.

Whites Healthcare Enterprises, Inc

Morristown, NJ

A $120MM wholesale/retail/long term care pharmaceutical manufacturer and

distributor of prescriptions, long term care bingo card services,

biologicals, I.V.'s, injectibles, compounds and medical equipment. The

company services hundreds of thousands of patients, customers, businesses,

hospitals, LTC facilities, jails, detention centers and healthcare

professionals nationwide.

Senior management-facing reporting responsibilities, reporting directly to

President

Vice President of Operations & Customer Service- 2/2002 - 12/2007, 6/2009-

3/2010

o $120MM P&L; Managed 12 facilities, 15 pharmacists, 36 technicians, 16

support staff members, Customer Service Coordinators, call center and

& misc. employees.

o Implemented Six Sigma methodology in operations, facility & supply

chain management, increasing response time and generating $ 19MM in

new revenue within 4 years.

o Oversight for supply chain process; planning, development,

manufacturing, effectiveness, procurement, production, inventory

control, logistics and distribution.

o 1st level of customer service escalation for 87 accounts including

over 2500 LTC beds.

o Re-designed driver dispatch and mapping, installed logistics awareness

increasing efficiency of deliveries, increasing customer service and

realizing a cost savings of more than $150,000 annually.

o Consolidated job functions, improving efficiency by 22%, saving $260K

annually.

o Improved facility structure, created differentiated workflow designs &

process control strategies saving 12,000 manpower hours with a payroll

savings of $135,000 annually.

o Analyzed and reported on numerous KPI's (Key Performance Indicators)

regularly.

o Implemented metrics-driven "best practices," delivering the following

customer service improvements:

. Achieved > 96% First Call Resolution (FCR)

. Increased Telephone Service Factor ( TSF) from 71.44% to 94%

. Improved Answering Service Factor (ASF) from 81% to 95%

. Reduced Abandoned Call Rate (ACR) from 14% to 3.2%

o Managed 389 consecutive days of perfect 100% order accuracy.

o Designed and implemented employee training and "pay for performance"

compensation models, improving employee satisfaction from 79% to 98%

and decreasing turnover to less than 8% per year.

HealthTrans, L.L.C. - Greenwood, Village,

CO

Healthtrans is a transparent pharmacy benefits management company that

works side-by-side with large, medium and small clients to help them derive

measurable savings from their pharmacy benefits programs. HealthTrans

processes over 100 million claims annually representing more than 16

million lives and over $4 billion in prescription drug spend.

Supervisor, Prior Authorization Customer Service Call Center Dec/2007 -

June/2009

o Primary point of contact and leader for Call Center and Customer Care

Operations.

o Managed 15 call center operation pharmacy technicians.

o Ensured call center outbound/inbound call objectives are met or

exceeded.

o Responsible for the scheduling of employees to ensure productivity,

excellent customer service and outbound/inbound phone coverage times

based on changing and seasonal call trends.

o Monitored and facilitated the identification of call trends. Made all

appropriate corrections.

. Achieved a FCR of 97% (First Call Resolution) Target = 80%

. Achieved a TSF (Telephone Service Factor) of 96%.

. Achieved an ASF (Answering Service Factor) of 98.7%.

. Achieved an ACR = 1.3% (Abandon Call Rate).

o Regularly monitored, programmed and troubleshot phone trunks, vectors

& vector pointing, skills, VDN's, PBX, rule setting, hunt groups,

queue groups, prioritizing extensions, TOD (Time of Day)

differentiation, call flows and wrote announcements, voice mails,

scripts & phrases.

General Electric Financial Assurance Denver, CO

With more than $110B in assets, G.E. Financial is the consumer investments

and insurance arm of GE Capital, providing investment and insurance

products including life insurance, mortgage insurance segments, term-life,

and long-term care insurance to customers worldwide.

Director, Western Sales & Business Development Aug/1998 - Feb/2002

Reported directly to Senior Vice President of Sales. Responsible for B2B

and B2C sourcing, training, sales, and field maintenance, motivating and

managing Western U.S. Sales Organization. Managed the Tele-Sales operation

(8 sites, 240 total seats).

o Grew annual revenues in 23 western states from zero to $365MM in 3

years.

o P&L responsibility including a $2.5MM allocated resources budget.

o Ramped organization from zero to 1,400 Brokers, Agents and Insurance

Agencies in 26 months.

o Served as Sales Operations Subject Matter Expert to Senior Executive

Management.

o Through consistent top performance, earned selection to the Six Sigma

Quality Training & certification Program and to GE's High Potential

Executive Development Program.

Eli Lilly & Company Indianapolis, IN

A $20.3B global pharmaceutical firm, developing medicines for a wide

variety of ailments. Top drugs include Prozac and Cymbalta. The company

also makes cardiovascular therapies and anti-infective agents, as well as

animal health products. Eli Lilly sells its products in 143 countries and

employs 40,000 people.

District Sales Manager - Mar/1994 - Aug/1998

o Ranked as the #1 District in country (out of 327 districts) for

highest percentage exceeding quota.

o Mentored 8 sales reps, achieving top 100 (out of 4,800) nationally for

new gross dollar sales; 2 sales reps achieved top 10 status.

o Generated $28MM in revenue, 24% above quota of $21MM.

Pharmaceutical Sales Rep - Sep/1990 - Mar/1994

o Received "Rookie of the Year" and President's Sales awards.

o #1 AXID new prescriptions written; #1 AXID dollar growth.

o #1 H2 antagonist market share growth vs. Zantac, Pepcid and Tagamet.

o #1 CECLOR market share growth; #1 CECLOR new prescriptions written.

o #1 PROZAC territory for national market share growth; #5 PROZAC market

share growth in the world.

Education

PEPPERDINE UNIVERSITY, Malibu, CA

Extensive coursework completed toward MBA, Corporate Management and Finance

RUTGERS UNIVERSITY, New Brunswick, NJ

Bachelor of Science, Pharmacy

Professional Development, Notables

o Six Sigma Green Belt and Black Belt Certified

o Proficient in Microsoft Visio, Outlook, PowerPoint, Word, Excel and

Adobe

o Willing to consider domestic or international relocation; business

travel tolerance up to 75%

o US Citizen

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