Customer Service Sales

Frank Lafleur

***** ******* ****** **, ******, TX 77386 – *****.*.*******@*****.*** – 713-***-**** Page 1 of

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ACCOUNTS/OPERATIONS/PROJECT MANAGER AND TECHNICAL SALES ENGINEER PROFILE

• Trained in multiple sales techniques from direct sales, project quotes, group presentations, and retail methods

• 4 years of continued increased response to sales training events for retail chains such as Best Buy, Office Depot,

Costco as a regional marketing representative for Intel

• Ability to learn product offerings in great detail: consulted with senior regional sales managers on large projects for

customers such as 3M, Google, Texas Instruments, Vista Print and more

• Ability to use advanced tools to gather, analyze and report both day to day operations and project progression

• electro-mechanical background allows for understanding of product offerings, quality requirements and logistics

• Customer service experience has given rise to a customer focus way of thinking and process planning

• Experience in product and capital equipment installation project management

Other Relevant Skills:

• Constant Customer Focus • Purchasing & Source Negotiation • Group Presentation

• Teambuilding & Supervision • On Site Visits • Price and Profit Maximizing

• Lean Operations / Inventory Mgt. • Exceptional Customer Service • Tutor and Training Skills

• International Travel • Extensive Software Knowledge • Project Planning and Management

RELEVANT EXPERIENCE

DRAABE DIVISION OF WALTER MEIER (CLIMATE CANADA) LTD. Ottawa, ON

Operations and TS Support Specialist 2011 to Present

Company Profile: Walter Meier is a Swiss based holding company with holdings in industrial and residential humidifier manufacturing and major tool

manufacturing with sales of over $950 million. Draabe is a division responsible for a unique full service offering of high pressure humidification systems

with over $30 million in income worldwide.

Returned upon request to Walter Meier to help implement new company wide customer interaction systems. Applied

specialized technical knowledge of the water treatment and high pressure system to consult with large customers such as

3M, Google, Vista Print etc. Increased after sale service sales to new heights.

Selected Achievements:

• Returned to be an integral part of evaluating, planning and implementing new customer interaction system using

current process and Microsoft Dynamics from initial contact to ongoing support.

• Consulted for Regional Sales Managers on large contracts with companies such as 3M, Google, Vista Print, Texas

Instruments on the specific technical interaction and operation of the Draabe system.

• Renewed service sales to previous levels after a 70% drop after my initial absence.

PWM ELECTRONIC PRICE SIGNS Houston, TX

Operations Manager 2009 to 2011

Company Profile: PWM is the market leader in electronic price signs in Europe with the most worldwide brand image approvals including Shell, Fina,

Chevron, Texaco, Exxon, Mobil, Esso, and many more. PWM USA has been in business since 2002 with the goal of growing PWM’s American Market

Share beyond its current $6 million a year.

During 2010, PWM Inc. moved to a new central location from two separate locations. New methods and relationships

were developed to assure constant ability to answer customer requirements. Purchased, sourced, and negotiated all

material. Priced custom customer requests for the sales team. Managed technical and warehouse staff. Implemented

new processes to assure consistency in material handling and customer service.

Selected Achievements:

• Created quote templates and submittal standards for use by all sales professionals.

• Developed dynamic pricing rules to allow greater gross profit from sales while maintaining operating margins by linking

sale volume to purchasing volume discount. Averaged an improved gross profit of 4%.

• Developed new assembly partnerships throughout the United States to allow for greater production capability with

PWM German made components. Doubled available no-overhead production from negotiations.

• Converted from generic inventory system to 415 bin location new warehouse facility, including full layout, safety

stations, isles and racking. Reduced all material handling processing time by 600% .

• Implemented new warranty process to track all outstanding warranties in main inventory database instead of separate

system, drastically improving status tracking and saving over $10,000 a month.

• Successfully distributed, repaired or configured over $5.0 million of product with an operation staff of 3.

Frank Lafleur

29241 Legends Valley Dr, Spring, TX 77386 – *****.*.*******@*****.*** – 713-***-**** Page 2 of

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DRAABE DIVISION OF WALTER MEIER (CLIMATE CANADA) LTD. Ottawa, ON

Operations and Support Specialist 2005-2009

Technical Service Specialist 2004

Company Profile: (See Description Above)

Responsible for day to day operations of all North American existing customer service plans and new customer

installations. Managed service personnel on factory floor; including process development and quality control. Sales

support of sizing and required equipment for advanced sites. Estimated cost of installation and trade requirements for new

customers turnkey projects. Managed turnkey projects remotely. Proposed, presented, sold and performed all after sales

services. Purchased, moved and coordinated hundreds of replacement parts for service and sellable equipment.

Selected Achievements:

• Main technical contact for over 300 North American customers; both before and after sale: required schematics, CAD

drawings, and other job specific support. Customers with purchases ranging from $5,000 to $800,000 all required

immediate responses, solutions and action as customers with service agreements paying every month. Commissioned

systems for over 70% of all service agreement customers.

• Sold additional services to existing customers with high margin product, increasing cash flow and supplementing

existing income.

• Successfully designed and applied test stations for servicing equipment. This project was managed from Germany.

The service station was to achieve service in Ottawa as opposed to Hamburg, reducing on site failures, elimination

major shipping costs and facilitating constant product improvement specific to the North American market.

• Designed, implemented and maintained testing procedures and database for new service operations in North America.

Adapted and improved existing German testing procedures and merged them with the new database for keeping track

of over $5,000,000 of material testing and movements and also hundreds of customers throughout North America.

Customer details, unit requirements, site details, service schedule, parts usage, paperwork templates and call log were

all unified into a single effective database. This allowed vast reports and fingertip information gathering and evaluation

aiding engineers in identifying design, part and service personnel issues.

• Managed regular service of equipment by training and supervising two man factory floor team. This required long term

planning of upcoming service requirements for each customer, part and inventory space.

KELLY SERVICES (INTEL CONTRACT) Ottawa, ON

Marketing Representative 2004-2008

Company Profile: Kelly Services is a leading staffing solutions provider. As such, Kelly Services fulfilled the need for Intel’s marketing representatives

throughout North America.

Charged with in store training of retail sales professionals, product knowledge and presentations on evenings and

weekends. Responsible for over 20 stores such as Staples, Best Buy, Future Shop, Costco in a territory. Trained new

marketing representatives after first year of work.

Selected Achievements:

• Provided customized training from group training to one on one training for people from different age groups and

backgrounds to assure product knowledge and tactics suited their skills.

• Organized regional training events with increased success over 4 years.

• Boasted a high contact to closing percentage when selling product in store of over 45%

EDUCATION & TRAINING

University of Maryland College Park, MD

Academic Equivalent in the United States Evaluation – Bachelor’s Degree in Mechanical Engineering 2009

Athabasca University Athabasca, AB

Business Administration 2009-2010

Algonquin College Ottawa, ON

Electro-Mechanical Robotics Engineering Diploma 2002-2003

University of Ottawa Ottawa, ON

Mechanical Engineering 1999-2002

REFERENCES AVAILABLE UPON REQUEST

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