Customer Service Sales
Resume:
PETER D. WASHBURN
**** ******** ****, **********, ** 23113
abklyi@r.postjobfree.com
Career Review
SUMMARY:
Over twenty years of experience and steady growth of responsibilities in
all areas of operations in the computer products and software industries.
Management responsibilities have emphasized development and implementation
of distribution, production (assembly) and product support strategies
appropriate to changing product types and channels of distribution and
within budgetary designs. Extensive experience utilizing third-party
companies for logistics, service and other outside services, including
creation and negotiation of contracts to govern such relationships.
Extensive experience with ERP systems in the areas of distribution,
inventory management and production.
HISTORY:
AVANQUEST USA (NOVA DEVELOPMENT CORPORATION ) - 2/01 to 4/09
23801 Calabasas Road, Suite 2005, Calabasas, CA 91302
Nova manufactures, markets and sells its own line of software products
direct to major retailers, through distribution and directly to end users.
Vice President, Operations
Researched ERP system options, selected JD Edwards, negotiated purchase
and implementation pricing and managed the implementation of the system
(using MS Project).
Designed and implemented an effective method of forecasting product
requirements utilizing historical shipment data, seasonality curves and
known promotional events.
Implemented the use of MRP which significantly reduced inventory while
providing increased product availability.
Designed and implemented a vendor consignment program which reduced
inventory by over $800K within 90 days and provided for improved component
availability.
Created clear (and written) procedures for purchasing, production and
inventory management that provided scalability to accommodate more than
double the activity with minimal increase in staff.
Researched and implemented PRI phone lines (T1's) which allowed for
sharing of available incoming lines between customer service and technical
support. This significantly increased the ability to handle increased
call volume with no increase in cost.
Researched, selected and negotiated pricing and terms with an additional
3PL that was needed to accommodate the transition from using the
distribution channel to going direct with major retailers.
Instrumental in merging two companies' data (bills of material, costing,
item master, etc.) into JD Edwards ERP system when Nova was acquired.
CITIZEN AMERICA CORPORATION - 7/88 to 8/00
831 S. Douglas Street, Suite 121, El Segundo, CA 90245
Citizen America markets, sells and supports products manufactured or
purchased by its parent company, Citizen Watch Co. Ltd. of Japan, in the
territory including North and South America. Products include printers,
FDDs, LCDs, notebook computers, and IC packaging, some of which are sold
under the Citizen brand and some sold on an OEM basis.
Vice President, Operations
Responsible for strategic direction, operational budgeting and leadership,
and all aspects of operations including management of information systems,
technical support, customer service, OEM administration, service support,
warehousing and distribution throughout the U.S., Canada and Latin
America.
Pioneered direct-to-end-user product exchange service as an option to
depot repair. This resulted in a 20% cost savings per-incident, plus it
provided for guaranteed turn times for the customer.
Designed and implemented service contract programs to provide
enhanced and extended warranties. This resulted in over $60,000 in gross
profits in the first 20 months.
Established warranty repair support in six Latin American countries.
This eliminated 2% warranty discounts to resellers and netted a savings of
1% in warranty expense. In addition, sales increased as a result of an
advertising campaign promoting warranty coverage.
Increased inventory turns on 30 high moving parts items from an
annual rate of 2 times to 6 times by negotiating with Japanese parent to
stock parts and reduce leadtimes from 100 days to 40 days.
Managed a 100,000 square foot warehouse and distribution center where
physical inventory accuracy of 99.2% based on value was maintained for
three consecutive years.
Designed and implemented a method of tracking product failures by
model, serial number, incident type and parts used. This information was
then used to provide feedback to our vendor to effect product improvements
and also to measure the financial success of any given product.
Successfully outsourced repairs and product refurbishment which
provided for reduction of operations staff by 25% and a 100% increase in
turnaround times.
Established logistics agreements with seven outside companies to
provide for parts fulfillment, repair, and exchange processing in the
U.S., Canada and Mexico.
Selected and managed installation of a new ERP system, produced
written procedural documentation for staff training purposes, selected and
maintained relationships with outside hardware and software support
vendors.
Developed a revised method of calculating warranty reserve based on
projected failures and calculated expenses which was approved by
independent auditors and which reduced warranty reserve amounts from $2.4
million to $1 million
Developed and managed pricing programs for consumable items that
allowed for investment in advertising and rebate programs for distributors
to promote sales increases. Consumable sales increased 33% the first
year.
Increased gross profit of five consumable items from an average of
30% to over 55% by changing from Japanese vendors to domestic, and then to
assembly in Mexico.
EDUCATION
Lehigh University, Bethlehem, PA - Business Administration Major
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