Manager Customer Service

SCOTT VAN WILLIGEN, MBA

W*** N**** Meadow Creek Court, Germantown, WI 53022

Email: *****.***********@*******.*** Phone: 414-***-****

SCHNEIDERS-VETTER GLASS CO., INC. - New Berlin, WI

*/**** - */2011

General Manager

> Hired as Director of Operations

o Implemented training and redundancy strategic plan.

. Increased profitability from 15% to 22%

. Implemented training processes

. Reduced redundancies in purchasing, quality control, and

materials management (20% decreases in labor hours).

> Promoted to Operations Consultant

o Developed and implemented continuous improvement strategies

. Developed and documented ISO 9001 certification.

. Improved on-time delivery (60% Improvement)

. Improved employee skill inventory through training programs

. Implemented continuous improvement strategies

> Promoted to General Manager

o Implemented performance improvement strategies

. Implemented project planning system (Awarded "Certificate

of Excellence" from Diebold Inc.)

. Improved multi-site communication (2 Locations)

. Improved on time delivery (99% On-Time Delivery)

. Improved vendor relations

o Implemented contract negotiations strategic plan

. Negotiated favorable terms with vendors (21% Savings)

. Developed strategic alliance with vendors

o Developed and implemented short-term and long-term business plan

. Incorporate new social media outlets

. Develop referral incentives

ENTERPRISE RENT-A-CAR - Waukesha, WI

1/1996 - 1/1999

Rental Branch Manager

> Hired as Manager Trainee

o Developed and implemented marketing strategy

. Increased branch profitability (15% increase)

. Mentored peers to ensure branch success

o Developed strong relationships with pivotal customers (Fleet

growth 20% - 400%).

> Promoted to Assistant Manager

o Implemented training improvement strategies

. Improve team cohesion

. Created competitive atmosphere

. Encouraged individual ideas

> Promoted to Branch Manager

o Developed and implemented training strategy

. Six assistant managers promoted.

o Designed and implemented CRM strategy

. Increased customer service scores in the region by 10% and

branch by 10 points

PRIOR POSITIONS:

MILWAUKEE PUBLIC SCHOOLS - Milwaukee, WI

4/2005 - 8/2005

Technology Support Analyst

> Provided internal operational support and technical support.

> Responsible for troubleshooting network and software issues.

Education Certifications

Masters - Business Administration (2011) APICS: CPIM (Enrolled)

University of Phoenix - Brookfield, WI (On

Campus)

Bachelor Science - Information Systems Comptia: A+ & Network+

(2002)

Carroll University - Waukesha, WI

Associate of Applied Science - Accounting

(1995)

Gateway Technical College - Kenosha, WI

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