Customer Service Project Manager

TODD M. DICKMAN

PO BOX **** Stillwater, MN ***** abl6cw@r.postjobfree.com ? 651-***-****

OWNER/OPERATOR TODDCO ENTERPRISES

Operations Leader with extensive experience in multiple aspects of business

operations. Actively partner with all levels of leadership to drive

business results. Create major transformation within teams by articulating

a vision and leading team toward that vision. Expertise in areas of human

resources including staffing, employee relations, associate coaching and

talent development.

Executive Leadership Competencies

Business Acumen Leadership / Team building Conflict Management

Strategic Problem Organizational Development Create & Drive Change

Solving

PROFESSIONAL EXPERIENCE

ANDERSEN CORPORATION, Bayport, MN, 1988 - 2009

Privately owned and most recognized used brand in fenestration market

employing more than 14,000 people in locations across North America.

Lean Manufacturing Supervisor - Window and Door Division (2003 - 2009)

Member of manufacturing management staff focused on improving quality and

cost efficiencies in the manufacturing process. Introduced operating plan

strategies, objectives, and tactics with reporting process to drive

results. Leader of numerous production areas developing and implementing

the lean production process. Directed manufacturing cells in right-sizing

to meet capacity requirements during downturn in housing market for

organization that had never experienced a reduction in force. Also managed

HR functions within individual production cells.

Key Accomplishments:

. Facilitated brainstorming session with production staff to evaluate

leadership qualities of production staff members, resulting in the

creation of a talent development plan to address skill and experience

gaps and succession planning aligned with strategic growth vision for

given production areas. Also mandated that production staff be included

in the development process to aid in success.

. Led group developing process to gain associate buy in to the new lean

manufacturing process and did so with improvements in production

efficiencies.

. Turned around department and created $1 million in annual cost savings.

Senior Product Specialist - Technical Product Services (2001 - 2003)

Collaborative member of customer service and product team providing in-

depth technical product and service training. Reviewed and verified

changes and updates to product design. Developed quantitative metrics

identifying product service liability cost. Partnered with team members on

marketing research, product design, distribution strategy, and

manufacturing processes. Developed and implemented product training for

internal and external customers.

Distributor Service Coordinator - Technical Call Center (2001 - 2001)

Provided solutions to Andersen Logistics centers and external customer's

requests and product concerns. Actively conducted trouble shooting and

provision of technical product information. Excelled in customer conflict

resolution.

Key Accomplishment:

. Directed cross-functional group creating and implementing customer

conflict resolution process..

Tier II Call Center Agent (1999 - 2001)

Primary representative for the Andersen Corporation, regarding company

policies, issues, products, and concerns. Provided world class customer

service.

Technical Communications Coordinator (1995 - 1999)

Developed all technical service collateral. Overseen the development,

formatting, printing and distribution of all technical service media, Was

project manager over seeing the redesign of all service information and

product parts catalogs successfully. $1,5 million project. Facilitated

product training for internal and external customers.

Customer Information Services Specialist (1990 - 1995)

Was primary customer contact representing the Andersen Corporation to its'

customers, providing information regarding corporate policies, issues,

products, and general information.

Service Representative/Sales Candidate (1988 - 1990)

Managed field service territory in the states of Kentucky, Ohio, and

Indiana. Maintained service job files and performed training and sales

promotion activities. Responsible for creating and maintaining territorial

budget and operating within budgetary guidelines.

WELLMAN BUILDERS, Bridgeport, MI, 1988 - 1988

Custom Home Builder.

Construction Crew Member (1988 - 1988)

Performed general construction duties from beginning to end of structure

completion.

MORGAN DISTRIBUTION, Birch Run, MI, 1981 - 1988

Building Supply Wholesaler

Inside Sales, Customer Service Representative (1986-1988)

Facilitated material goods orders and scheduled production and delivery of

products. Performed general office duties and customer service functions.

Millwork Shop and Warehouse Worker (1981-1986)

Assembled Andersen window products, prehung wood doors, steel doors and

filled and loaded warehouse orders to be shipped.

EDUCATION & LICENSES

Master of Human Resources, Concordia University, St. Paul, MN

Bachelor of Arts in Organizational Management, Concordia University, St.

Paul, MN

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