Customer Service Manager

JAMES R. KIRCHOFER

Email - ************@*****.***

CAREER SUMMARY

Accomplished manager, capable of handling a wide range of functions

across various business segments while consistently producing top-quality

work. Proactive, "take-charge" professional with extensive success in

customer service, call center and operations. Recognized for leadership

skills, value generation and willingness to do what is right for the

business and get the job done.

Core Competencies

Collaborative management style. Problem solver with ability to analyze

Supervised and developed diverse teams in and implement strategies to improve

fast paced work environments business operations performance

Managed vendor relationships in large Time manager who can efficiently

full-service contact center operations of prioritize tasks and meet deadlines

up to 400 agents

Project manager with ability to manage Effective communicator with strong

multiple projects and safeguard highly interpersonal, organizational and

confidential information follow-through skills

Customer relationship manager with strong Established proficiency in SAP,

listening skills Salesforce.com as well as MS Office

applications - Excel, Outlook,

PowerPoint, Word

PROFESSIONAL EXPERIENCE

DHL Global Mail, Indianapolis, IN (2010-Present)

World's leading provider of international postal solutions with the

capacity to ship 7 million mail items around the world each day.

4/2010 - Present - Manager, Customer Service. Directed the performance

of a team of customer service representatives. Managed departmental

workflow, assisted and advised sales, operations and dispatch regarding

potential customer service issues.

Accomplishments:

> Streamlined hold process for domestic shipments by 20% through

improved communications with terminals and additional CSR training.

> Reduced inbound call abandonment rate by 50% through the use of Six

Sigma methodologies to identify areas for improvement.

Thomson, Inc., Indianapolis, IN (1990-2009)

Multi-national manufacturer of consumer electronics under the RCA and GE

brand names with annual sales over $7.1 billion.

7/2008 - 9/2009 - Manager, Customer Service Operations, RCA Parts.

Managed P&L for the RCA Parts Operation within North America.

Administered the RCA Parts distribution network in the United States and

Canada.

Accomplishments:

> Directed customer service and third-party logistics teams with PFS Web

in Dallas, Memphis and Manila for timely order fulfillment to

distributors.

> Achieved annual sales budget of $5 million by improving supply chain

for RCA Television OEM parts.

> Reduced inventory year over year by $1 million and cut overall

backorders within 6 months by 75%.

> Decreased warehousing costs by 20% by eliminating slow moving and

obsolete inventory.

James R. Kirchofer Page 2

5/2006 - 7/2008 - Manager, Care Center Administration, Customer Loyalty.

Oversaw the day-to-day operations of the 150-seat RCA call center

outsourced to IBM Daksh in Manila, the Philippines. Managed metrics and

key performance indicators per management services agreement.

Accomplishments:

> Managed service level metrics to reduce AHT by over a minute while

improving quality scores by 10%.

> Developed new case management process, which reduced aged cases by 33%

within 60 days of implementation. Result: improved consumer

satisfaction and reduced costs for Thomson.

> Audited and approved consumer buybacks in excess of $500,000 annually.

> International call center experience. Traveled to Manila to manage

"go live"of transitioned call center. Provided supervision and

expertise to vendor to ensure a smooth launch.

8/2002 - 5/2006 - Manager, Care Center Administration. Customer Loyalty.

Selected to serve as on-site manager for the daily operations of the 150-

seat RCA call center outsourced to Kelly Management Services in Durant,

Oklahoma. Managed metrics and key performance indicators per management

services agreement.

Accomplishments:

> Utilized RCA Authorized Parts Distributors to reduce consumer

buybacks. Savings $5 million.

> Created RCA Key Dealers Account subgroup within Business-to-Business

call group to improve support to most important customers.

Established survey to monitor progress and resolve issues.

> Integrated RCA Accessories support into call center. Savings of

$250,000 in costs annually.

> Transitioned Kelly Management Services contact center from Durant to

IBM Daksh in Manila, the Philippines.

> Shutdown Durant facility before returning to Indianapolis.

11/1999 - 8/2002 - Manager, Program, Consumer & Product Services. Led

team in the development of policy, procedures and knowledge base content

for the 250-400 seat RCA call center.

Accomplishments:

> Supervised and developed diverse team of 8 in fast-paced call center

support operation.

> Content allowed Thomson to relocate the RCA call center. Savings of

$20 million over 4-year contract.

> Deployed interactive knowledge bases for web self-service via

www.RCA.com . Consumers accessed over 1.25 million times at an

estimated annual savings of $2.2 million.

> Directed 6-month long transition of customer service operation from

New Jersey to Indianapolis with minimal business disruption.

> Reduced costs associated with 3rd party exchange locations for RCA

DIRECTV satellite receivers, saving $500,000 annually.

3/1998 - 11/1999 - Manager, Customer Service, Accessories & Components

Business. Promoted to lead the customer service support for the

worldwide RCA Parts Business valued at $30 million annually.

Accomplishments:

> Supervised 13-person union workforce in high-energy customer/sales

activity.

> Coordinated 200 plus SKU roll out of RCA Accessories to 900+ Home

Depot locations meeting 100% fill rate requirement.

> Managed a budget of $1 million, decreased spending by 6%.

James R. Kirchofer Page 3

10/1993 - 3/1998 - Manager, National Accounts, Accessories & Components

Business. Selected for newly created position. Traveled nationwide to

customer sites to ensure after-sales service goals were achieved.

> Exceeded sales to budget in 1994, 1995, 1996, and 1997.

> Customer relationship management to Circuit City, Sears, Montgomery

Ward, Heilig-Meyers, and DIRECTV.

EDUCATION AND PROFESSIONAL DEVELOPMENT

Bellevue University, Bellevue, Nebraska. Bachelor of Arts, Business

Administration.

Indiana University/Purdue University, Indianapolis, IN. Certificate,

Project Management.

Dale Carnegie Institute (Public Speaking)

International Customer Management Institute

Foreign business travel: China, The Philippines, France, Mexico, Canada

and Japan

Completed coursework to take Six Sigma Green Belt Certification

Contact this candidate