Sales Customer Service
Resume:
Brady J. Tauber
*** *. *******, **. ********, IL 60056
abhu65@r.postjobfree.com
Career Experience
Takeda Pharmaceuticals North America, Deerfield, IL
March 2010 - January 2011
Manager, Sample Compliance (Office of Ethics and Compliance)
. Manages key compliance processes to meet business and PDMA regulatory
requirements relative to significant TPNA financial investment in the
pharmaceutical sampling program.
. Communicates feedback and direction to Sample Accountability and Supply
Chain personnel on compliant performance management of sampling
activities and any necessary remediation.
. Supervises a support staff of 3 to perform key work activities while
promoting personnel growth and development in a team-focused environment,
including delivering performance management feedback and merit evaluation
decisions.
. Integrates problem resolution analyses and corrective and preventative
action deliverables.
. Identifies and notifies senior management of any possible non-
compliance/illegal activity related to sampling that requires
investigation. Coordinates investigative work process activities.
. Tracks and reports key metrics from department activities and supports
process improvement opportunities.
. Assists with FDA or regulatory inspections of PDMA/sampling activities
and supports TPNA Compliance to assure an overall readiness state.
. Manages the OEC Sample Compliance Field Sales compliance monitoring
program, working with Field Sales Representatives and Sales Management to
take a pro-active approach on addressing/resolving issues mitigating
potential compliance risks and enhancing sales representative compliance
performance
Robert Bosch Tool Corporation, Mount Prospect, IL
May 2005 - Feb 2010
(Have held 2 positions within organization)
Group Marketing Manager
Industrial Channel - Bosch Accessories Division
. P&L responsibility for a $45 mil book of power tool accessory business.
Lead channel marketing team (2 exempt staff) in all channel program
management support including brand initiatives, pricing, promotion
implementation, product launch support, sales collateral, trade shows and
events. Develop genuine relationships based on mutual needs with
distribution partners/buying groups to nurture a foundation for future
channel growth. (Account base includes Grainger, Fastenal, HD Supply, and
Amazon).
. Re-engineer both strategic and tactical plans reinvigorate Industrial
Channel to drive revenue growth through the Country Sales Organization
and Service organizations. This includes translating distribution buying
requirements into program structures that can be successful within the
budget and achieving the double digit sales growth requirement.
Additionally, translate and communicate business objectives and strategic
plans into departmental, functional or projects goals and into a format
used by the Channel/Brand and Sales to achieve the metrics/results.
. Develop and sustain regular brand marketing communications to both Sales
and Channel base updating programs, product information, events and
performance success stories. Assist in cross-channel communication within
the brand marketing team and sales to improve awareness and support of
all the business unit's brand initiatives. As key member of cross
functional brand/channel team; develop and implement new product e-
business strategies and tactics to drive traffic toward micro-sites
through banner placement, targeted, e-mail blasts, and on-line community
building events (YouTube videos, and interactive webinars).
. Manage budget spending while driving revenue through the development and
use of sales materials, merchandising systems, collateral materials and
product support tools like sell-in or sell- through promotions, trade
incentives and other stimulus programs. Collaborate with planning,
logistics, and forecasting teams to ensure consistent fill rates for
Industrial channel.
Robert Bosch Tool Corporation, continued
Manager, Pricing and Promotions Integrity
. Manage all aspects of the Pricing & Promotions Integrity Department (3
exempt staff).
o Establish and manage corporate pricing policies, maintain pricing
consistency in customer segments (channels of distribution) and
develop brand pricing strategy/structures for 7 Business Units in
North America (United States, Mexico) and Latin America.
o Development of pricing waterfall for multi-brand, multi-channel $1
Billion enterprise pricing model (including terms and conditions of
sales for all channels of distribution).
o Development and implementation of quality performance/assurance
measures; creation of internal control protocol in conjunction with
Internal Audit Department for price agreement, sales/marketing
approvals, and channel terms.
. Proactively/aggressively partner with BU Marketing Directors in the
development of promotions and programs from both a systems perspective
(SAP feasibility, functionality and testing) and monitoring perspective
(providing analytics for promotional effectiveness).
. Drive continuous improvement through sales and customer service training,
policy deployment (establish and monitor processes for special prices
agreements), and provide updated pricing communication sales management
and Controlling departments for all areas of business related to pricing,
terms and conditions of sale, and promotions.
o Process improvement resulting in minimized backroom issues with
Sales, Customer Service, MIS, AR, deductions, and National Return
teams resulting in reduced AR aging, deductions, leakage from
returns (average return price) and improve customer satisfaction.
o Reduced average dollar volume on "Price Hold" from $500,000 daily
and 12 days to investigate/resolve the account price discrepancy,
to $10,000 daily and same day resolution within a 6 month period.
This issue would stop an order from progressing through our
invoicing system in a timely manner, and therefore reduces customer
satisfaction/create potential to lose sales.
. Manage all aspects of the Customer Satisfaction Initiative (CSI),
including "voice of the customer" audits to capture customer feedback.
. Coordinate the development of the price book, communicate, and publish.
Recommend process improvements for this process.
Abbott Laboratories, Abbott Park. IL
August 2003 - April 2005
Marketing and Sales Operations Metrics Manager
. Provide ethics and compliance metrics, trending models and analysis for
the sample management, sample shipping, and sample compliance
organizations within the Pharmaceutical Products Division in support of
FDA, PDMA, and other compliance related
. Monitor and trend FDA and DEA reportable Incidents. Development of FDA
"reportables" data-mart.
. Gather/generate performance analytics and key metrics for PPD sales and
marketing management reviews and audits.
. Develop/continuously improve compliance metrics for sample shipping,
sample management, and sample compliance units
. Ad-hoc compliance projects/analysis within MSO Organization
. Generate quarterly compliance presentation in support of corporate
compliance initiatives
Motorola, Libertyville, IL April 1999 - April
2002
Consumer Loyalty and Process Development Manager
Responsible for developing and implementing "Voice of the Customer" quality
initiatives within Motorola PCS Global Branding Unit in order to improve
overall consumer and customer satisfaction and increase brand loyalty.
"Real-time" Closed Loop Feedback Management
. Conceptualized and implemented process/analytics utilizing both B2B
technical support and consumer call center tracking systems to capture,
analyze, and report key consumer and customer problems/issues/trends and
fast track corrective actions when necessary. Utilized feedback to open
communication links between key functional units (warranty, repair,
accessory sales, customer service, product management) ensuring all
external customer/consumer touch points were on-line concerning current
issues, defects, lost sales and initiating appropriate actions/responses.
. Ensured "Voice of Customer" processes were incorporated in "go-to-market"
strategies. Development/execution of new product launch issue management
feedback loop (pre-sell through post-launch) utilizing call
centers/website data to uncover issues/problems/opportunities. This 6-8
week tracking process captures 60 to 80% of potential new launch
issues{software/hardware defects, potential product/accessory
availability at POS (retail store/website, internal website/call
center)}, provides timely responses; thus improving early adopter
approval, and more importantly, improving the ability to increase
mainstream customer segment satisfaction with new product offerings.
. Quality Circles: Developed internal qualitative feedback loop (weekly
call center agent meeting: 114 agents) to uncover potential
product/accessory problems/issues and take corrective/preventative
measures.
CRM Development
1. Created on-line Product Registration web application and initial
consumer information data mart to be used for future customer loyalty
program development. Included on-line registration capability, and
initial data integration from consumer call center systems, repair center
systems, and manual warranty card key punch information.
2. Member of initial Siebel CRM planning/integration team for call
tracking, standardized reporting, and "one to one" in-bound/out-bound
sales activities.
Customer Satisfaction
. Implemented quarterly metrics scorecards with retailers (Radioshack, Best
Buy) to ensure customer requirements were being met.
. Monitor and trend Customer overall qualitative business relationship and
satisfaction levels with Motorola PCS.
. Developed continuous improvement loop process to maintain and refine
customer relations.
. Developed qualitative model to correlate key satisfaction drivers along
Motorola Value Chain (suppliers, employees, customers, retailers, and
consumers).
. Member of POS Equity and Customer Satisfaction study teams (primary
research: multivariate analysis, competitive assessment).
. Implementation and statistical analysis of internal employee satisfaction
diagnostic survey.
Zurich North America Schaumburg, IL 1994-1999
(have held three positions with this organization.)
Manager, Marketing Technologies
. E-Commerce: Strategy development and implementation for E-business model
for Zurich North America. Provided best practices, design procedures and
business rules for divisional and profit center web development to ensure
consistency with corporate E-business marketing strategy.
. CRM Development: Project management for enterprise wide integration of
corporate legacy and divisional p/c based marketing systems for Corporate
sales force automation and decision support initiatives. This
encompassed improving internal sales management processes, understanding
distribution channel trends, increase cross-selling opportunities to
customer base and become more proficient at lead development and contact
management. Managed both internal and vendor teams in developing Lotus
Notes based CRM system.
. Web Marketing: Developed/implemented/maintained Web based
Product/Service Search Engine Content management for over 300 products.
(Please refer to www. Zurichna.com/)
Strategic Planning Manager
. Strategic Planning: Provided facilitative and consultative support with
client divisions in developing/modifying their Strategic and Operational
Plans in support of the corporate objectives. This included
internal/external environmental scans, SWOT analysis, key success factor
development, along with the incorporation of scenario planning and
scorecard management into internal client's strategy development and
action planning. .
. Corporate Performance Management: Management/implementation of Balanced
Scorecard approach. Developed BU/SBU cascading metrics system, as well
as introduced Vision Mapping Process for Enterprise wide strategy
communication.
. Financial Analysis: Managed enterprise-wide premium(revenue) planning and
forecasting process cycle ($3.2 billion) and provided monthly
operational reports for budget variance analysis.
Detailed planning responsibilities included:
Strategy development of Corporate Marketing Plan.
1. Segmentation: Identification of cross SBU/BU target marketing
opportunities and integration of products/services providing customers
holistic risk management solutions (new product/services concept
development including focus group concept testing).
2. Total Account Marketing: Strategy development and business
systems/metrics implementation to support cross-marketing efforts
(product density/cross selling/true customer solutions integration).
3. Distribution Management: Strategy development of overall approach to
multi-channel, multi-tier distribution strategy.
4. Corporate Positioning: part of team that: 1)developed corporate
positioning statement; 2) provided direction for corporate advertising
and PR plans, and increasing awareness of corporate branding effort
including development of experience branding for commercial insurance
products and services.
Market Analyst
. Industry/Environmental Analysis: Provide market, legislative, financial,
and econometric analysis in support of 7 U.S. business units in their
target market and strategic marketing planning efforts. Additionally,
researched and analyzed emerging business and industry trends (Secondary
Research).
. Competitive Intelligence: Research and analyze insurance and broker
related industry trends/activities in support of overall corporate
strategic planning and benchmarking activities. Provide SWOT analysis at
corporate level as well as for profit center evaluations.
Education
Northern Illinois University
. M.B.A - 1990 to 1995
. B.S. - 1985 to 1989
Training
. Certification of Specialization in Soviet Economics and Business Systems
Analysis, Moscow Forest Engineering Institute, Russia. December 1990.
. Zurich Strategic Management (Executive Education) - Kellogg School of
Management, Northwestern University, January 1999.
. Bosch "Lead" Management Training Curriculum.
Additional Experience
Thorocare 2002 - Present
Founder
Thorocare is a developer and manufacturer of equine products that provide
complete solutions for unique equine care needs (bandages, wraps, etc)
www.Thorocare.net. Responsibilities include:
. Business Plan Development: Strategic planning, operations model
development including manufacturing, outsourcing, and vendor/supplier
relations. Brand creation and positioning, quality and financial
planning.
. New Product Development: Concept/prototype testing, market research,
competitive assessment, pricing strategies, and completed patent
application. Development of launch kits for equine industry
publications, veterinarians, and retail channels.
. Marketing/Sales: Direct sales to multi-distribution channels,
distribution planning (both direct to consumer and veterinary markets as
well as retail channels), packaging, overall advertising strategy,
internet design (look and feel), copy writing, and public relations.
Contact this candidate