Customer Service Manager

*

ROBERT C. HAMMOND

ROBERT C. HAMMOND

Newton, New Jersey 07860

Phone: 973-***-**** • Email: ********@*****.***

OPERATIONS, SERVICE AND IT MANAGEMENT

Expert in problem solving, operations and leveraging technology. Results driven. Proven leader in

large and small companies. Promoted multiple times to Senior Management at Sharp Electronics.

Respected for solid integrity and demonstrated passion for people and business.

CORE COMPETENCIES

General & Operational Management Cost Reduction/Efficiency Improvement

P&L Management/Budget Planning Continuous Process Improvement

Leadership/Team Building/Staff Policy and Procedure Development

Development Retrieval and Utilization of Information

Technology Implementation Customer Service and Technical Support

Change Management

PROFESSIONAL EXPERIENCE

MOONLIGHT IMAGING, Augusta, NJ ( Digital Printing)

Manager of Business Development

5/09 - 4/11

• Acquired Master Agreement with large pharmaceutical company, valued at $1.2M annually.

• Increased local sales 20% with nonprofit, education, insurance and manufacturing clients.

• Implemented computer hardware and software solutions to improve estimating, quoting,

profitability and customer service.

CLARION SAFETY SYSTEMS, Milford, PA (Safety Product Manufacturing and Printing)

VP of Operations / Manager of IT

3/02 – 8/08

• Developed and executed strategies to grow company from $1M to over $5M in four years.

• Increased efficiencies over 400% in production and Customer Service. On time delivery

increased to over 99%, while reducing fulfillment time from 3 weeks to less than 2 days.

• Consistently achieved over 35% net margins by reducing inventory 50% and cutting raw

material usage by 25%.

• Increased order value 40% with value add and up selling methods.

• Achieved $1M in eCommerce activity and acquired an average of over 100 new leads per

week with new website and internet strategy.

• Directed ISO 9001:2000 certification program, achieving certification in nine months.

• Managed company operations, 45 employees and five managers.

• Increased performance through development of company standards and employee

management policies and procedures. Introduced employee skill assessments and training

programs. Created resource kit for managers to use in developing management kills.

2

ROBERT C. HAMMOND

• Improved operations with multiple new systems and programs, including satisfaction surveys,

goal setting, quality metrics, KPIs, performance management, product costing practices, and

vendor evaluations.

• Directly managed computer hardware, software, networking, phone, email, security and

website systems.

• Managed implementation of custom software, website development, CRM packages and

SAP B1 ERP system, enabling end to end, full integration of processes and intelligent

reporting.

• Managed multiple relocations and construction of a separate manufacturing facility, resulting

in improved work environments and increased manufacturing capacity.

• Implemented VPN and Terminal Server, enabling real time access to network and

applications for remote employees.

SHARP ELECTRONICS, Mahwah, NJ (Business and Consumer Products Manufacturer)

Senior Manager of IT Department

10/99 – 11/01

• Served on Corporate Steering Committee and Leadership Committee to align resources,

define scope and oversee execution of major initiatives.

• Managed all hardware and software for Service division, supporting 250 workstations, 90

remote users and 14 highly customize software applications using Master File concepts.

• Directly negotiated and managed numerous vendor contracts totaling over $3M annually.

• Directly managed 12 technical support personnel.

• Saved over $1.5M annually by reducing Vendor and infrastructure costs.

• Improved software request handling for 600 software change requests per month. Refocused

resources through restructuring, better execution, cost reduction and increased services.

Special Projects Manager

2/97 – 10/99

• Served as liaison for Service Division, interfacing with Sales, Marketing, Engineering, MIS,

Factory and BTA Dealer advisory councils.

• Implemented knowledge base system in large call center, achieving 74% reduction in call

routing and 97% increase in first call resolution.

• Evaluated SAP R3 Service Module and presented recommendation to Corporate Executives.

Recommendation was adopted.

• Coordinated company wide, cross functional teams to successfully deliver on major

initiatives.

• Awarded “Innovative Website Design” by Smithsonian Institute for corporate Internet

initiative, enabling eCommerce, eService and business-to-business functionality.

Regional Digital Support Manager

12/95 – 2/97

• Managed 14 support representatives, and service support activities for region, achieving high

levels of customer satisfaction. Activities included problem resolution, quality assurance

reporting, product training and hotline.

• Created cross departmental policy and procedures for increased communication, alignment

of resources and achievement of divisional goals.

3

ROBERT C. HAMMOND

• Streamlined product warranty process, increasing efficiencies and introducing new validation

processes. Results included reduced warranty costs of over 70%.

COMPUTER SKILLS

Windows and Novell Servers Microsoft Word, Excel, Service Ware Knowledge

Windows and Mac OS PowerPoint, Access, Outlook Management

MS SQL, MySQL CRM, ACT, GoldMine, BCM Job Manager / Virtual Ticket

Nortel Phone Systems SAP Business One And much more…

E D U C AT I O N

Associates Degree in Electronics Engineering Technology - County College of Morris, Randolph, NJ

Novell CNE Training, CNA Certification Acquired - PCDC Training Center, Schaumburg, IL

Contact this candidate