Customer Service Manager

John W. (Jack) Mahlmann

*** ******* ***** 570-***-**** Home

South Abington, PA 18411-1342

************@*******.*** 570-***-**** Cell

CALL CENTER MANAGEMENT / FINANCIAL MANAGEMENT

Customer Service Operations / Team Training & Technology / Budget &

Financial Analysis

Track record of success building and leading organizations which focus on

client needs, voice of the customer, and core competencies. Maximizes

productivity, accuracy and profitability, while enhancing problem

resolution in a multi channel Call Center environment. Provides a

stimulating atmosphere in which to achieve total quality and customer

satisfaction against goals and benchmarks. Able to quickly grasp an

understanding of the issues impacting an organization's internal operations

success, and immediately implement the strategic and tactical changes

necessary to achieve performance goals. High energy visionary, with keen

perception and understanding of business development through implementation

of agile business practices grounded in continuous improvement concepts.

Professional Experience

Sanofi Pasteur, Swiftwater, Pennsylvania 2005 - 2010

DEPUTY DIRECTOR-CUSTOMER ACCOUNT MANAGEMENT

Responsible for leading a team of nine direct reports providing Internet,

phone and fax order processing and related customer service activities to

over 30,000 customers throughout the US with sales of $2.5 billion. Ensure

customer service standards implemented by an extensive Grant Thornton

productivity study, shifting from internal to external management talent

with call center experience.

o Led transition to migrate CRSs to work from home while maintaining

positive metrics.

o Implemented daily call center metrics review with teams to provide

immediate feedback.

o Applied call center metrics to adjust staffing levels based upon call

volume.

o Created more instant rewards to recognize high achievers at the moment.

Kraft Foods North America, (FKA: Nabisco Brands/Philip Morris/Altria),

Wilkes-Barre, Pennsylvania 1985 - 2005

CALL CENTER MANAGER/ NATIONAL HELP DESK MANAGER (2000 - 2004)

Responsible for 22 direct reports and 4 Contractors providing IS/IT on-

going support to 150+ facilities throughout the US & Canada with more than

25,000 employees. Ensure Corporate and Government Compliance. Manage &

participate in projects for IS/IT related support including application and

work station deployments. Manage $1.5M budget.

o Implemented development plans, training/skill development, and

performance appraisals increasing productivity via First Call Resolution,

Customer Satisfaction, and average handle time.

o Administered support for multiple platforms (Mainframe/AS400/UNIX/PC-

Network), and as well as Custom/Standard Software and tools such as

Oracle, SAP, SQL, and various operating environments.

o Managed projects including the upgrading of applications and setup of new

PC hardware, software and standards for version commonality and customer

education.

o Successfully consolidated three business segments into one and assumed

leadership.

HELP DESK MANAGER (1996 - 2000)

Directed a team of 12 Technical Support Staff and 5 Contractors providing

IS/IT help Desk and related support for 10,000 employees in the US, Canada

and Spain/Portugal. Began with 6-people providing call screening 12-hours

per day to the establishing of a knowledge-based 24/7 support.

o Single Point of Contact (SPOC) for IS/IT support related matters.

o Benchmarked for "Best in Breed" with Gartner, Inc. and META Group.

o Integrated 12 business acquisitions into centralized support.

o Transitioned Level-1 support to knowledge-based support with 4 Business

Segments and Specialty Agents and as Subject Matter Experts (SME).

o Created & distributed Dashboard, as well as daily status reports &

Service Level Agreements (SLA) throughout the IS/IT and business

communities.

o Led Help Desk Outsourcing study with Vanstart/Innacom.

SENIOR FINANCIAL ANALYST (1987 - 1996)

Managed finances and budgets for the $40M Nabisco Global Data Center

serving facilities Worldwide.

o Successfully re-negotiated software licenses with 40 Vendors saving over

$1.5 Million.

o Partnered with vendors including IBM, Computer Associates, BMC, SAP and

others.

o Relocated Budget & Finance section from New Jersey to Wilkes-Barre with

150 personnel.

CREDIT SERVICES MANAGER, East Hanover, NJ & Wilkes-Barre, PA (1985 - 1987)

Managed 3 Credit & Collection professionals with responsibility for

extending credit and collecting accounts receivable in a decentralized

environment. Evaluate company financials of Commodity Vendors, Contract

Manufacturers' and other suppliers, both Public & Private, to ascertain

balance sheet stability and payment histories.

o Significantly reduced DSO (Days Sales Outstanding) and uncollectibles,

improving cash flow.

Kidde, Inc., Saddle Brook, NJ

CREDIT ANALYST - Treasurers Staff

Responsible for the audit of accounts receivable predominately for USA

operations in a centralized accounting/finance environment for this $2.5

billion global conglomerate. Spent three months in Brussels, Belgium

directing the sell-off of A/R for the Victor Business Machine Company.

Traveled 75%.

o Transitioned Credit Departments as a member of due diligence team during

acquisitions and divestitures.

Pentel of America, Fairfield, NJ, CA

ACCOUNTING & CREDIT MANAGER

Began as an accountant and quickly promoted to Manager responsible for a

Regional Office and staff of 6 Clerical employees. Managed accounts-

payable, accounts-receivable, sales accounting, data entry and collection.

Established local business practices and communicated to Japanese

management of this global writing instrument manufacturer and distributor.

EDUCATION

Master of Business Administration (MBA)

Marywood University, Scranton, PA

Concentration in Finance & Investments

Bachelor of Science, Management, Psychology minor

University of Dayton, Dayton, OH

Project Management Certification, George Washington University,

Washington, DC

PERSONAL DEVELOPMENT & AFFILIATIONS

International Customer Management Institute

Women Resource Center, 2010

Abington Area Joint Recreation Board, 1989-Present and Chairman 1994-

Present

Abington Youth Basketball League, 1990-2002 Commissioner

Abington Area Girls Softball League, 1986-1990, President 1987-1988

Healthy Communities/Health Youth Initiatives of the Abington's, 1999-

2002

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