Customer Service Manager

John Macko

**** ******* ***** ******, **** *****

H: 740-***-**** C: 614-***-**** E:

ablmag@r.postjobfree.com

Director New Product Development Product Manager

Providing Success Leading Marketing, Product Management and Business Development

Objectives

Professional Experience

MEG Inc. (Macko Entertainment Group, dba TheaterXtreme) ... Delaware, Ohio

January 2006 to Present

Four thousand square-foot retail audio video store; specialized in custom

home theater projection systems, surround sound systems, automation

control, and home theatre furniture and accessories.

General Manager & Principal

Direct operations including finances and bookkeeping, human resources,

advertising and marketing, sales and customer service, and staff (3)

performance; ultimately accountable for profit and loss outcomes of

operations.

. Guided entire store launch from initial build-out to systems

installation; increased business through implementation of additional

product mix including home automation and digital signage solutions.

o Delivered strong product to clientele and operated with

consideration for budgets, space constraints and viewing behavior.

Macko Wood Products ... Delaware, Ohio January 1998 to November 2003

Privately owned and operated CNC manufacturing company; operations

supported by 12 employees; clientele included American Eagle Outfitters,

Plaskolite, Columbus Wood Products, Signstrut and smaller regional

companies.

Owner/General Manager/Principal

Orchestrated and oversaw day to day business functions including operating

and capital budgets, bookkeeping and payroll, business development, vendor

management, inventory control, production scheduling, equipment

operations/programming and maintenance, and training/supervision of 12

direct reports (in machine operations and receiving).

. Grew company from $0 to $1.8 million in sales in just 5 years; included

effective management of profit and loss outcomes as well as strong

sales execution, price negotiation and contract management; coordinated

sale of company to major supplier.

o Facilitated growth through delivery of superior customer service and

production flexibility; ensured company exceeded expectations in

satisfying customer expectations as well as transformed operations

consistent with business demands.

. Saved tens of thousands of dollars in supply costs through addition of

primer (paint) finishing line; maintained customer appreciation by

passing on cost savings to overall product pricing.

. Elevated company performance through introduction of new manufacturing

capabilities.

o Introduced vinyl wrapping and saved American Eagle over $100,000

through development of vinyl wrapped component not requiring paint

yet offering superior durability.

. Overcame significant staffing issues (in 4% unemployment market)

through cross training staff on all equipment.

CompuServe ... Columbus, Ohio November 1995 to November 1997

Previously recognized as world's leading online information service.

Program Manager - Security and Forums

Brought in as part of initiative redesigning and migrating services from

antiquated proprietary technology to Internet protocol based technology;

responsibilities included guidance of password security and form projects

requiring collaboration and consensus among multidisciplinary technical

teams.

. Password Security: Led initiative developing password authentication

protocol and building protocol into major web browsers; negotiated with

Microsoft to include code into Internet Explorer internet browser.

. CompuServe Forums: Guided conversion of extremely profitable facet of

business model to Internet foundation; led development team responsible

for requirements, testing scenarios, and user interface design.

Chemical Abstracts Service ... Columbus, Ohio November 1989 to October

1995

World's largest scientific online service; builds world's largest chemistry

information databases as well as runs STN - Scientific and Technical

Network; hosts hundreds of science related databases ranging from biology

to ceramics.

New Product Development Specialist & Pricing-Forecasting Analyst

Promoted to new product development group to lead variety of projects;

notable project included creation of new database on commercially

available chemicals (CHEMCATS); collaborated with customers and chemical

suppliers, worked with multidisciplinary team on creation of business

plan, secured management approval, and led development and release of

profitable database.

Originally functioned with accountability for generating forecasts based

on statistical models generated from usage data; simultaneously

responsible for financial analysis determining profitability of databases

offered on STN.

. Created 3D chemical structure database (CAST-3D) licensed and used by

researchers on relative information systems.

. Underwent training and received certification as meeting facilitator.

. Circulated entire globe visiting large chemical and pharmaceutical

companies (Glaxo, Smith-Kline, Dupont, Pfizer and Monsanto);

interviewed chemists, scientists and librarians to gather user

requirements and develop new product concepts for group.

. Served as project lead on web development research group; comprised

advocacy position educating management on risks and rewards of moving

to Internet-based technologies.

. Enabled large international companies to complete predictability of

costs while allowing for CAS revenue growth through creation of special

fixed-fee pricing packages; companies embraced programs as demonstrated

by increased use and revenue (versus use of pay-as-you-go system).

Early Career History

Medco ... Columbus, Ohio Mt. Carmel Hospital ... Columbus, Ohio

Pharmacist Clinical Pharmacist

Education Professional Development

Capital University ... Columbus, Ohio

MBA

University of the Pacific ... Stockton, California

Doctor of Pharmacy

San Jose State University ... San Jose, California

Bachelors of Science

Villanova University ... Online

Lean Six Sigma, 2010

. Reputation for Exceeding Expectations and Administering Projects within

Extremely Narrow Time and Budget Parameters.

. Background Includes Valuable Blend of Communications Skills, Technical

Savvy and Management Expertise.

Core Competencies Business Strengths

Strategic Business Planning Project Management

Market Analysis/Research Client Needs Analysis

New Market Identification Product Introduction

Program Development Program Implementation

Qualitative & Quantitative Analysis

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