Project Manager Customer Service

FRANK HUREAU

* ******* *****, ******, ** ***** 603-***-****

********@****.***

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

Technical / Customer Support Operations Planning & Integration

Professional capable of immediate impact on organization's issues with

respect to the development and implementation of policies and procedures

needed for technical support, customer service/satisfaction programs,

technology assessments and evaluations, business operations, planning and

administration.

Summary of Qualifications

Advanced Degree with extensive experience in supporting mission critical

applications and services, planning and supporting customer service and

technical support programs, staff training and development, supply chain

programs, strategic planning, business operations and administration.

Bottom line manager with a proven track record for increasing operational

efficiency, generating cost savings and contributing to company profits.

Able to apply technical knowledge to communicate effectively to both

technical and non-technical personnel. Highly successful in meeting

aggressive timeframes and deadlines. Significant experience at transferring

skills to new industries.

Expertise and knowledge in the following areas:

- Program/Project Management - Technology Assessment

- Vendor Relations

- Training & Education - Retail Management -

TQM Programs

- Strategic/Organizational Planning - Alliances/Partnerships

- Staff Development

- Technical Support Programs - Negotiations/Proposals

- Policy Design

- Customer Relations - Operations & Planning -

Process Analysis

Selected Accomplishments

Led a cross-functional project team that successfully launched

Pilotbrief, the premier satellite delivered aviation flight-briefing

service on time and within established budget. Over 3000 units were

installed resulting in an increase in revenues in excess of $7

million. Voted #1 Pre-Flight Briefing Service by Pilot Magazine for

nine consecutive years. Successfully launched Energy-Cast, a web-based

product for the energy industry that generates in excess of $1 million

in yearly revenue.

Designed, Implemented, and Managed new internal operational procedures

that resulted in the successful outsourcing of over 95% of Weather

Services International's product line of sophisticated, high end On-

Air Media Broadcast, Energy Utilities and Aviation products to third

party vendors. Implementation of these new processes resulted in an

annual savings of over $1 million. Developed and instituted JIT and

Lean Manufacturing policies and procedures that significantly reduced

inventory levels by over 65%, reduced purchase orders by 40%, and

reduced Cost of Goods Sold by over 25%. Achieved 100% inventory

reconciliation for 24 consecutive months.

Researched, Selected and Purchased CRM software packages designed to

track customer issues. Championed their use within companies for

centralizing customer information and for tracking product defects and

enhancement requests through engineering and quality assurance from

creation through release. These systems resulted in reducing open

calls by over 50%, reducing response times by 60% and on-site time by

over 25%.

Reviewed and Negotiated contracts with major vendors and customers

including Silicon Graphics, Microspace Communications, Hewlett

Packard, Access Graphics, and the FAA. Successfully negotiated service

contracts with key customers that resulted in a 20% increase in

revenue.

FRANK HUREAU _______

Page 2

Professional Experience

THE HARBOR LIGHTS, Hampton Falls, NH

2002-Present

General Manager (2007-Present)

Sales Representative (2002-2006)

> Manage the day-to-day operations of New England's premier, award

winning decorative lighting showroom.

> Overseeing a staff of seven, full profit and loss responsibility.

> Involved in high-end sales of residential and commercial lighting

products.

> Provide computer systems and web site support and maintenance as well

as direct marketing services.

UNIVERSITY OF MASSACHUSETTS, SCHOOL OF MANAGEMENT, Lowell, MA

2002-2007

Adjunct Professor - Operations Management

> Teach Operations Management to juniors and seniors.

> Specific areas of concentration in Operations Strategy, Process

Design Strategies, Total Quality Management, Six Sigma, JIT and Lean

Systems, Process Performance, and Inventory Management.

> Received 4.52 of a maximum 5 points in the student course evaluation,

one of the highest ratings received by an Adjunct Professor.

VSI, Portsmouth, NH

2002

Vice President of Operations - Contract

> Redesigned inventory system to efficiently handle large volume returns

decreasing processing time by over 50%.

> Redesigned facility layout to provide more efficient product handling

and storage, improve ergonomics, and increase capacity by over 60%.

WEATHER SERVICES INTERNATIONAL, Andover, MA

1992-2001

Operations Support / Technical Support - Project Manager

> Managed the operational, technical and administrative efforts of a

staff of 12.

> Responsible for systems integration, customer & technical support and

supply chain management functions inclusive of production, purchasing,

materials, inventory control, logistics, MRP, vendor contracts, and

order fulfillment.

> Chair, ECO Committee, Critical Issues Committee, Safety Committee, and

Contracts Administration Committee.

> Selected as Project Manager for multiple projects managing cross-

functional teams that had a significant impact on the organization.

> Additional management responsibilities in the areas of corporate

facilities, travel, security, and safety.

> One of five team leaders for a new product rollout, achieved a 100%

customer satisfaction rating.

TRI-STATE RETAIL SYSTEMS, Troy, NY

1990-1991

Vice President - Service Operations

> Directed the service operations of a multi-branch point of sale and

systems integration company.

> Managed the efforts of 10 Directors & Managers and 70 technicians.

> Streamlined operations and reduced operating expenses by 50%

eliminating one level of management.

Previous positions included Regional Operations Manager at Selecterm, Inc.,

Director of Training and Operations Manager at Cressey Dockham, Inc., and

Operations Manager at United Parcel Service.

Education & Certifications

MS Management, Organizational Development and Change, Lesley University,

Cambridge, MA

BS Sociology and Political Science, Boston State College, Boston, MA

Certified Practical Project Management, Profit Management Associates

Coursework and Software, Unix, Microsoft Office Suite, MS Project, MAX MRP,

Customer First, Activant Solar Eclipse

Certified TQM Facilitator and Team Leader, Organizational Dynamics, Inc.

Trained in Industrial Engineering and Labor Law, United Parcel Service

Certified Predictive Index Analyst, PI Worldwide

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