Manager Customer Service

ROBERT E. WHEELER

**** ***** ****

Seaford N.Y. *1783

516-***-**** Home

516-***-**** Cell

abicji@r.postjobfree.com

http://www.linkedin.com/in/robertewheeler

Seasoned hands on professional with a proven ability to facilitate business

growth in the face of rapidly evolving competitive demands. Excels in

global and domestic enterprises of all sizes with expertise in change

management, strategic planning, as well as operations and

manufacturing/process optimization. Multinational experience across the

Americas, Japan, and Europe with extensive experience in customer support

operations, logistics, field service, and supply chain. Has continually

reduced costs and increased efficiencies while at the same time developed

and implemented customer focused programs that meet or exceed customer

expectations.

Areas of Expertise

. Customer Support . Budgeting/Forecasting . Field Service Operations

Operations

. Supply/Reverse Logistics . Systems . Inventory Management and

Operations Implementations & Control

Migrations

. Factory Service Repair . Remanufacturing . Business Process Redesign/

Center Production

Operations Cost control

EXPERIENCE

Pendum, LLC.

General Manager, Operations

May 2010 - Present

General Manager of Operations for the nation's largest independent service

provider for ATMs and other cash automation equipment. On a P&L basis,

planned, directed and coordinated customer service and support operations,

cash delivery routing, inventory control and field service operations of

the organization. Responsibilities included formulating policies,

optimizing daily operations, maintaining and upgrading facilities as well

as fleet management along with planning the use of materials and human

resources.

Independent Consultant

2008 - 2010

Results-oriented consultant with a strong technical background continually

assisting companies boost their overall business performance and gain

competitive advantage by developing and implementing enterprise-wide

strategy and performance improvement projects. Consistently help companies

realize financial, competitive, and operational gains by managing project

teams as well as acting as an individual contributor. Experienced in all

phases of project development life cycles, systems development and testing

environments. Strong experience guiding business owners, clients and

customers through all phases of a project's life cycle, including scope,

definition, execution, implementation, roll out and delivery.

CANON USA - Lake Success, New York - 2005-2008

Senior Manager, Customer Support Operations

Consumer Imaging Group

Capitalizing on my Olympus business model, introduced and implemented at

Canon (both domestic and International). an improved customer warranty and

operational support/ loyalty program. This included a reverse logistics

solution, parts and materials procurement, as well as remanufacturing and

capacity planning for two independent production facilities with a direct

staff of 10 on a P&L basis.

Directly responsible for service contract administration, subcontractor

and vendor performance, overall productivity, quality assurance, and

payment validation. This includes failure analysis, parts and materials

demand forecasting for all consumer products, inventory control, spare

parts allocation/usage, as well as strategic stocking levels for factory

service repair centers.

Interfaced with Canon, Tokyo spare parts department to acquire specific

parts specifications, substitutions, assembly procedures, and pricing for

complex spare parts orders.

. Created a "cradle to grave" recycling, remanufacturing program

resulting in 0% landfill for disposition of "e-waste" materials to

meet or exceed upcoming governmental regulations.

. Introduced a "JIT" global purchasing demand forecast model that not

only reduced on hand inventory of spare part quantities, but also

introduced a more effective and less costly method of distribution.

. Improved the warranty process, rewrote warranty terms and conditions,

and implemented process changes that reduced overall costs by 50% per

transaction while at the same time increased end user customer

satisfaction (CSI).

. Re-engineered the printer return and refurbishment business model

resulting in a reduced cost of approximately 25% overall for the

program. For camera/video, redesigned the process, streamlined repair

operations and improved the recovery ratio of returned goods to over

80%, while reducing costs and introducing product life cycle

forecasting.

. Led operations technical and analytical consulting professionals to

design a new repair system that will enhance productivity and

accountability for future repair activities, while at the same time

allowed for the automation of many manually existing processes by

utilizing existing systems with little added support costs.

. Developed and facilitated training of ISO14001 (Green Corporate)

initiative.

OLYMPUS AMERICA, INC., Melville, NY - 1994-2005

Senior Manager, Operations (2004-2005)

Olympus America Inc. (Consumer Imaging Products Group)

On a P&L basis, with a direct staff of 35 and a staff of 25 subcontractor

employees, managed those responsible for the day-to-day activities of an

order fulfillment infrastructure (Customer Service/Supply Chain) from

order placement through product delivery, including e-commerce, vendor

agreements, account management and EDI transmissions. Authored and

established new SOP's and coached and trained supervisors and managers in

implementation. Served as the chief liaison between OAI operations and

FIS, (financial) IT and Supply Logistics on all issues that related to

the ERP system that supports the order processes. Managed and directed

Reverse Supply Logistics strategic and tactical process changes including

automation projects and manpower related issues.

Manager Operations and Planning - Reverse Logistics -2000 - 2005

Olympus America Inc. (Imaging Group)

Engineered a true reverse logistics business process from concept to

implementation on a P&L basis utilizing RF scanning and bar code

technology while also restructuring existing depot repair operations and

processes. Responsible for the initial workflow engineering, facility

planning, build out, set up, and operation of an independent 3PL

warehousing and production facility handling all returns for the consumer

products group. With a direct staff of 20 employees as well as 25 in-

house subcontractor employees, responsible for facilities management,

inventory control, capacity planning, purchasing, internal and external

subcontractor relationships, as well as the daily operational and

production scheduling.

. Developed a true Reverse Supply Logistics solution from concept to

implementation.

. Implemented staffing changes, new SOP's, new system migrations and

implementations that reduced COS expenses for return processing by over

70% with an overall 90% reduction in on-hand, non-sellable inventory.

. Collaborated with Olympus sales and marketing to establish an e-commerce

outlet for remanufactured and odd lot goods.

. Initiated and put into place material recycling programs resulting in an

initial savings of over $3.2M.

Manager, Customer Service, Technical Support, Training and Repair

Operations - 1994 - 2000

(Olympus Image Systems, Inc. Computer Peripheral Division)

Directly responsible for the P&L of the group as well as overall

operational support (both pre and post sales) for high end, mission

critical industrial OEM capital equipment. This included call center

management, training, technical support and field service dispatch.

Directly accountable for marketing, third party vendor negotiations, 3PL

service provider performance as well as major account management with a

staff of 15. As the group's logistics specialist, responsible for demand

planning and purchasing of whole units (PSI) and consumables, inventory

control and reconciliation. Interfaced with Olympus Tokyo manufacturing

to acquire specific parts specifications, substitutions, component

drawings, assembly procedures, and pricing for complex spare parts

orders.

. Successfully relocated the support operations and warehouse

distribution operation from California to New York with no impact to

customer satisfaction while achieving a 60% reduction in overall

support costs.

. Migrated order management system from A+ to JD Edwards for the

printer group.

. Worldwide technical trainer on Olympus industrial printer products

as well as the on-site field service engineering specialist for the

Printer and Magnetic Optical Product Line.

ADDITIONAL EXPERIENCE

Reprographics Business Specialist - New Business Development, "Pay for

Print" Service Bureaus (1990 -1994)

Responsible for the initial planning, set up, and establishment of the

required sales and workflow production operations processes for two large

format reprographics service bureaus on a P&L basis. (National

Reprographics, NYC and Brilliant Image, NYC.)

This required new business process development, order entry and

confirmation, systems selection, testing, modification, configuration and

finally implementation followed by associate recruiting, training (to

utilize the systems) as well as client support (help desk) to ensure files

submitted where correct and printable. Positions held where General Manager

and Director.

Field Service Management & Engineering (1978- 1990)

Mergenthaler Linotype - Manufacturer of High-end mission critical main

frame typesetting systems.

Experience - Senior Field Service Engineer (system integration and

component level repair), Northeast District Manager, Eastern Regional

Manager, National Repair/Remanufacturing Operations Manager.

Extensive experience in fleet management, process planning, manufacturing,

remanufacturing and ensuring that warranty provisions from suppliers were

met as well as maximum utilization of the field service force on a national

level.

EDUCATION

S.U.N.Y. FARMINGDALE AAS-DEGREE -- Deans List

Major: Graphic Arts and Advertising Technology, Minor: Business

Administration

S.U.N.Y Stony Brook: Major: BS Education, Minor Business Administration -

on-going

B.O.C.E.S.--Nassau County, Electronics I, II & III

United States Coast Guard Auxiliary -Certified Public Education Instructor

Armed Security Guard & Armored Car Guard Certification

Working knowledge of the following operating systems: JD Edwards, SYS80,

Oracle applications as well as SQS, ECP, Map Point, Oscar, Rescue and

Microsoft Office & Windows operating system family.

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