Customer Service Sales

Jay Kraemer

608-***-**** ( ***.*******@***.***

LinkedIn Profile

PROFESSIONAL SUMMARY

Fifteen years of increasing responsibility directing operations, customer

service and sales support in entrepreneurial and Fortune 500 corporations.

Leader in creating support organizations and building the motivated and

productive teams necessary to manage them. I am considering positions that

will challenge my current skill levels and provide opportunities for

growth.

EXPERIENCE

United First Financial (financial services) 2009 - present

Senior Associate

An independent agent helping clients improve personal wealth by managing

debt interest expense

DMS IMAGING/MOBILEX USA (health care-mobile medical imaging)

2003 - 2009

Regional Operations Manager

Day-to-day operations (materials, order processing, customer service, sales

support, IT, budgeting, human resource management, and facilities)

. Defined and implemented a customer performance tracking systems (KPI).

. Reduced customer service complaints by 90% by improving and

standardizing service performance metrics.

. Increased employee satisfaction by improving company communications.

. Reduced employee turnover by 90%, ensuring consistent customer

service.

. Achieved 95% quality assurance and employee competency scores on

quarterly evaluations.

. Reduced telecommunication and labor costs by $260,000 per year by

analyzing call traffic patterns and managing call expense.

. Relocated the business to gain greater customer access and visibility.

LaMONT MEDICAL Inc. (manufacturing - medical devices) 2002 - 2003

Director, Customer Service and Sales Support

Day-to-day operations of the customer service, inside sales and sales

support

. Developed and implemented a new employment recruitment/evaluation

process.

. Initiated and directed an inside sales department.

. Defined the process for evaluating staff performance and

goal/objective attainment.

Jay Kraemer

Phone: 608-***-**** ***.*******@***.***

LaMont MEDICAL Inc., Continued:

. Designed and produced On-Time, Complete and Correct shipping

performance reports and metrics resulting in improved business service

performance.

. Developed new and revised existing Standard Operating Procedures to be

ISO compliant.

TAB PRODUCTS (manufacturing) 1994 - 2002

Director Customer and Sales Support

Created and managed customer service and sales support.

. Directed a staff of 45 employees with an annual budget of $4.5

million.

. Achieved service cost at 25% below industry average while maintaining

high levels of sales and customer support levels.

. Reduced costs by $450,000 per year; in the inside sales department,

integrating a new sales order processing ERP system, reducing claims

for damaged products, and the elimination of outsourcing of CAD

support.

. Designed and implemented a centralized call center, including the

selection, and purchase of call center technology, on time with no

business interruption.

. Managed the on-time implementation for the sales order-processing

module of a JD Edwards ERP system.

. Achieved 99% product quoting and order-processing accuracy.

. Increased sales productivity by reducing sales personnel turnover.

. Trained all sales personnel in the use of sales productivity tools.

OTHER WORK EXPERIENCE

UNIQUE BEAST LLC - Director of Operations

Ohmeda, Inc. - Manager of Customer Service

A.B. DICK Co. - Production Control Analyst

EDUCATION

Bachelor of Science, University of Wisconsin Platteville

VOLUNTEER ACTIVITIES

South Madison Coalition for the Elderly

Madison Area Job Transition Support Group

Unemployed and Under-Employed Support Group - St. Thomas Aquinas Church

(LinkedIn Profile URL: http://www.linkedin.com/in/jaykraemer)

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