Manager Sales

Allan Birk Christensen

? *** Florence Court, Nicholasville, KY 40356 ? Cell: 859-***-**** ?

abiin9@r.postjobfree.com

SALES, TRAINING & CALL CENTER LEADER

Experienced at developing, training & running call centers across North

America, Asia Pacific, Latin America, Europe - Middle East - Africa (EMEA);

Fluent in 6 languages; U.S. Permanent Resident / Green Card

EXPERIENCE

Lexmark International - USA, France & Denmark

1998 - Dec. 2009

$3.9 billion company-NYSE: LXK-focused on consumer and business printers.

Worldwide Service Engineer / Call Center Oversight Manager - Lexington, KY,

9/2008 - 12/2009

Reported to Director Worldwide Service; Responsible for shifting call

center support to lower cost countries (i.e., US(India) and delivering

call center training globally (locations: Philippines, Morocco, Ireland,

Sweden, Germany, India & South Africa).

. Led scanner trouble shooting at Wright Patterson Air Force Base in Ohio

and prevented client from returning 5K+ printers.

. Analyzed monthly & quarterly call center reports that resulted in third

party warranty reimbursements of $320K annually.

EMEA 3rd Level Hardware Support Trainer & Call Centers Trainer - Orleans,

France, 3/2003 - 8/2008

EMEA 3rd Level Hardware Support Trainer - Orleans, France, 8/2001 - 3/2003

Reported to Lexmark's EMEA (Europe - Middle East - Africa) Technical

Support Manager and promoted to Call Center training; Responsibilities

included (a) building training material for service partners / VARs, call

center agents, & global customers and (b) monitoring 5 English speaking

calls centers (locations: India, Ireland, Germany, South Africa, & Sweden).

. Created & delivered call center training to 92 outsourced call center

agents worldwide; Results: Saved $6MM annually and reduced 100+ corporate

call center roles.

. Awarded two (2) Lexmark "Make It Happen" Awards for developing programs &

personally training local country representatives during Lexmark's global

call center outsourcing initiative to lower operational costs (e.g.,

Ireland trained 20 agents; Germany trained 45 agents; India trained 25

agents; Sweden trained 15 agents & South Africa trained 20 agents) and,

later, transitioned project ownership to local outsourcing companies.

. Provided onsite support for major customers throughout EMEA (i.e., UBS -

18K+ printers, Fiat - 20K+ printers, Caixa Catalunya Bank in Spain - 50K+

printers & scanners, and Danske Bank in Denmark - 25K+ printers); UBS

result: extended $48MM contract.

Service Trainer / Call Center Representative - Copenhagen, Denmark, 8/1999

- 8/2001

Reported to the Danish Service Manager within Lexmark's European Region;

Responsibilities included call center support & training.

. Created the first-ever mobile service van program to sell products (i.e.,

printers, laser toner & other suppliers) and provide technical trouble

shooting support on-site; Results 1st year: profitable within first month

and incremental $300K revenues annually.

. Created and provided training for 200+ end-users within a Lexmark's

customers (i.e., Bang & Olufsen, Calsberg Group, Danish Bank, & Danish

Post)

Mono & Laser Printer Technician - Copenhagen, Denmark, 8/1998 - 8/1999

Inkjet Printer Technician - Copenhagen, Denmark, 4/1998 - 8/1998

Stockroom Manager - Copenhagen, Denmark, 1/1998 - 4/1998

Sadolin Paints / Retail Stores - Copenhagen, Denmark

1991 - 1997

Founded in 1914; Privately-held, global Danish paints & printing inks

corporation with 100+ company-owned, do-it-yourself, retail stores.

Store Manager (Retail Store) - Copenhagen, Denmark, 7/1994 - 12/1997

Reported to a General Manager who had responsibility of 72 DIY retail

stores in Denmark; Responsibilities included managing the P&L, leading 5

direct reports, & running all store operations (i.e., buying,

merchandising, selling, and accounting).

. Grew sales 177% ($2.5MM annual store sales) within three years by

refocusing on product / SKU mix and store promotions.

. Added "installation" services for consumers (i.e., installing tiling and

flooring) and commercial accounts (i.e., sidewalk salting & cleaning

during winter months).

Sales Associate (Flooring, Paint & Wallpaper) - Copenhagen, Denmark,

10/1991 - 6/1994

EDUCATION

Copenhagen School of Business, Denmark; Business Degree - Finance &

Languages 1991

? Equivalent to U.S. bachelor degree

ADDITIONAL INFORMATION

? US Permanent Resident / Green Card; Raised in Denmark; Married American +

1 child

? Activities / Hobbies: Reading, Golf & European Soccer

Contact this candidate