Customer Service Management
Resume:
Dennis James Sawyer
Memphis, Tennessee 38111
****************@*****.***
Management Synopsis
Former military officer with 30 years leadership and management experience
in a broad range of industries and interpersonal environments. Proven
achievements in Production Process Engineering, Manufacturing, Industrial
Health & Safety, Supply Chain Logistics, Warehousing, Transportation, IT,
Networking, Web Development and Computer Systems Administration.
Process oriented, hands on team leader with a highly creative and
innovative nature. Strong Mechanical Engineering and design background.
Informal, relaxed, demeanor with acute ability to instill confidence,
loyalty and "Esprit de Corps" within the team environment. Committed to
overachieving corporate goals with a verifiable track record of delivering
exceptional results. U.S Military Veteran.
Experience and Professional Skills Set
ISO Standards and International Trade Exposure
Six Sigma and Lean Process Methodology
U.S. Customs and International Shipping Experience
Broad Transportation and Logistics Expertise
Production Process Development and Management
OSHA and DOT Compliance Expertise
Full Budget and P & L Responsibility
Human Resource Development/Management
Broad Computer Systems, SAP and Business Software Expertise
Broad General Industry Exposure
Management History
Senior Business Analyst - ROI North America, Inc. Buffalo Grove, IL April
2010 to Present
ROI is North Americas leading business management consulting firm. As a
Senior Business analyst my responsibility is to conduct analytical surveys
on troubled businesses to identify deficiencies in the business processes,
financial systems and operational methodologies. My findings are then used
to structure a consulting project designed to return the business to a
viable going concern. My clients are small to medium sized businesses and
start up entrepreneurial projects with $300,000 to $3,000,000 in gross
annual sales. My job is to perform a qualative and quantitive analysis of
the business submit my findings and make recommendations to the consulting
services division.
I analyze:
. Business and owner financials and tax returns
. Accounting systems and methods
. Margins, variances and problem costs
. Corporate structure
. Tax strategy, Exit strategy, Succession planning
. Business mapping, benchmarking and strategic planning
. Organizational, management, and operational processes and methods
. Business valuation and personal net worth
CEO - Tetragram Records, LLC - Memphis, Tennessee March 2003 to present
Tetragram Records is a music production and distribution company
established in 2003. This entrepreneurial enterprise was started to serve
as a marketing augmentation to our existing recording studio "Quantum
Expression Studio". Both companies have enjoyed industry success and
recognition. This small but successful family enterprise continues to grow
and extend its influence across a global market.
. Research market trends and demographic environments.
. Produce and implement marketing, PR and media promotion strategies.
. Manage intellectual property rights through various IPR tracking firms
and the U.S. Copyright office.
. Research international IPR laws and regulations.
. Negotiate and manage contracts with artists and service providers.
. Meet with industry executives and attend industry functions.
. Negotiate with vendors and purchase equipment/materials.
. Full financial accountability.
. Full CEO responsibility
Industrial Safety Consultant - Hart & Cooley - Olive Branch, Mississippi -
September 2002 to January 2003
I was recruited on a temporary contract to assist in the development and
implementation of an OSHA compliance and industrial safety program for this
start up location.
. Researched industry specific federal regulatory standards, assimilated
data and developed a process for conducting safety audits and tracking
the results over the long term.
. Produced graphic media S.O.P.'s for over a hundred different
production processes.
. Developed a 34-point OSHA Standard daily self-inspection regimen to
insure regulatory compliance. My 34-point program has become the
company wide standard.
. Delivered daily Power Point Presentations to key management on safety
audit results
. Conducted Environmental Audits and issued recommendations based on
findings
. Worked autonomously during entire span of the contract.
Account Manager/Multi Functional - SDI Material Handling, Memphis, TN - May
2000 to September 2002
The SDI Division is a subsidiary of a larger Logistics Firm Sonic Delivery.
In addition to regular dispatch and expediting duties for the Air Freight
division I was challenged with the task of reversing several years of
neglectful management and outdated business systems support for the
subsidiary Trucking division and SDI Materials division. Only 4 of 27
original accounts remained active and revenue barely covered costs. Jake
Mohundro - 901-***-****
. Employed process reengineering methodology to rebuild the division
from the ground up.
. Accounting methods were updated and database services were developed
and implemented.
. Created an Internet web presence, and interactive customer web portal
applications.
. Formulated a proactive - one call customer service standard with
continuous follow up.
. Established 3 new accounts with fortune 500 companies. DuPont,
Williams Petroleum and Entergy. Resurrected several inactive accounts.
. Mapped and implemented EDI program as required for government
accounts.
. Researched and submitted bids on major military and government
contracts including NASA, US Air Force and US Army Corps of Engineers.
. Issued letters of credit for domestic and international shipping
agreements.
. Communicated directly with international customers, vendors, and
agents.
. Negotiated with vendors for major purchases of services and materials.
. Arranged and coordinated domestic and international logistics for
customer orders.
. Increased department revenue by 200% in first 2 years. Upon my
departure the company serviced 23 key accounts Revenues were projected
to exceed 400% of what they were when I started.
. Created and maintained DOT safety and compliance program.
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