Customer Service Project Manager

Jeffrey K. McClarren Résumé Page *

Jeffrey K. McClarren

**** ********** ***** ***. *** Gahanna, Ohio 43230

419-***-**** ***********@*******.***

Operations Management Business Development Sales/Marketing

Providing Career History Launching and Guiding Company Operations to Results Beyond

Expectations

Core Competencies Areas of Knowledge

• Profit/Loss Management

• Customer Service

• Problem/Crisis Resolution

• Project Lifecycle Management

• New Market Identification

• Strategic Business Planning

• Quality Control

• Client Needs Analysis

• Merchandising/Promotion

Professional Experience

Image Processing Systems, Inc. … Secaucus, New Jersey February 2008 to April 2010

Information services company providing document management; generates revenues over $10 million; operations

supported by 100+ employees at 3 locations; major clientele includes over 50% of top 15 Fortune 500 companies.

Sales & Marketing Analyst

Repositioned to corporate headquarters and spearheaded 2 major projects including leads database management (top of

sales funnel) and global partnership development (database of potential partners worldwide).

Purchased over 3,000 leads through sales and marketing contact database, NetProspex; imported leads into CRM

(Customer Relationship Management) solution, Salesforce.com database; updated database information with source

contact information; responded to emails notifying of leads performance; provided business development staff with

campaign progress information.

• Cleaned and organized lead database comprising 15,000 contacts; facilitated business development through

collaboration and strategizing with account manager on email marketing campaigns.

• Improved business development staff productivity through training on use of Salesforce.com.

Facilitated through learning and refining knowledge of Salesforce.com from ground up as well as

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creation of multitude of customized reports to extract correct data enabling process of business development

team; created training manual and trained replacement step by step on all aspects of job functions.

• Member of team executing several RFQs (Requests for Quote) and RFPs (Request for Proposals); significant

RFP landed major contract generating over $2 million.

• Comprised innovative research to effectively create entire database of over 500 potential partners.

Manager/Supervisor (February 2008 – October 2009)

Positioned on site at Ohio Bureau of Workers’ Compensation and oversaw all facets of operations of $1.1 million

contract indexing over 9 million pages of electronic records yearly in client medical repository; accountable for

meeting SLA (Service Level Agreement) parameters; hired, trained, evaluated and ensured performance of 20 staff

(including 2 reviewers and 18 indexers).

• While in position, consistently met SLA criteria; recognized with bonus for consecutive quarters; included

relationship developed and maintained with challenging client decision-maker.

• Increased production 3.89% and decreased payroll 4.55% through implementation of job performance

requirements; objective specifically tracked daily production of staff (requiring indexing of 1,500 pages minimum

per day); saved 2,000 hours within 1 year and ultimately decreased staff from 20 to 16.

Jeffrey K. McClarren Résumé Page 2

• Generated activity and performance reports supporting entire executive staff; served as primary point of contact

during executive site visits (3-4 times annually).

• Created several operating reports including attendance tracking solution, monthly/annual progress and year-in-

comparison summaries, and probationary review/annual employee reviews; utilized MS Excel and Word to

generate reports and contain information.

• Decreased employee absenteeism and increased morale through development of attendance reward system.

Lifeline Builders … Galion, Ohio 2006 to 2009

Start-up business performing home rehabilitation throughout Gulf Coast (Mississippi) after Hurricane Katrina.

Owner/Project Manager

Administered all facets of operations with accountability for profit and loss performance of complete rehabilitation

project; maintained project budgets ($200,000), developed expense reports, managed payables, negotiated financing,

hired and oversaw 12 subcontractors, spearheaded remodel design, and procured and managed materials inventory.

Maintained financial data in accounting software.

• Demonstrating commitment, successfully launched company (in unfamiliar geographic territory), developed

policies, determined cash flow versus expenses, and executed project within schedule and expected profit

parameters; contributions played pivotal role in rebuilding community and assisting hurricane victims.

• While operating in volatile market, reduced overall expenses by forecasting requirements and adjusting

production schedules to ensure material availability; utilizing creativity and adaptability, responded to demand for

raw materials and labor by strategically sourcing in surrounding areas and Ohio.

• Maintained crew productivity and project expenses by reviewing and rescheduling production; ensured project

progression and morale simultaneously by regularly recognizing performance and scheduling production around

regular trips home for Ohio-based crew.

Buckeye Builders Supply … Galion, Ohio 1993 to 2006

Retail and wholesale provider of seamless gutters, vinyl siding, replacement windows and doors; operated out of 2

locations with operations supported by subcontractors.

Owner

Carried out entire scope of operations with profit and loss responsibility for sales, advertising, inventory, accounting,

equipment maintenance, installations, subcontractor performance, customer service and problem resolution.

• Launched and grew operations; facilitated business development by concentrating on residential and home

builder markets, recognizing market trends and expanded product lines.

• Successfully negotiated well over $50,000 in discounts with vendors; consistently reduced costs by closely

tracking inventory and eliminating un-required overhead.

• Improved productivity by hiring subcontracting labor on job by job basis and paying on per piece basis; provided

advanced knowledge of project payout resulting in faster production by work crews.

Weather Craft ABC Seamless Siding … Galion, Ohio 1989 to 1993

Specialized in exterior home products including seamless steel siding, gutters, doors, windows and trim; operated as

franchise and generated more than $1.2 million annually.

Canvasser/Office Manager

Coordinated and executed daily office activities including prospect pipeline management, sales appointment entry, sales

performance tracking, commission and payroll calculation, and inventory expense management.

Education

Florida Institute of Technology … Melbourne, Florida

Business Administration Curricula

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