Customer Service Manager

Lynn M. Lockwood

***** **** ******, **********, ** 60585

H: 815-***-**** C: 630-***-****

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

A high-impact Executive in the fields of Finance, Operations and

General Management --

-- with a successful background of planning and managing major initiatives

to achieve long term growth and financial stability in highly competitive

environments. Especially skillful at seizing opportunities for

improvement, translating into specific objectives, creating project plans,

marshalling necessary resources, and managing through to completion. A

forward-thinking P & L manager with the capacity to rapidly identify,

analyze and resolve complex business problems -- delivering significant and

sustainable efficiencies and cost reductions.

Extensive professional skills and experience, including:

. Financial Reporting & Strategic Planning

. Improving Processes, Procedures & Productivity

. Hiring, Training, Motivating & Team-Building

. Managing Complex Business Projects

. Coordinating Start-Ups & Acquisitions

. Maximizing Customer Satisfaction & Retention

. Strategic Planning & Business Development

. Creating Business Metrics & Analytical Tools

. Implementing Cash Management Functions

. Managing Budgets, A/P, A/R, Inventories, Job Costing, Purchasing, Pricing

& General Ledger

. Integrating ERP System & Accounting Software

Professional Background

DiMS! Organizing Print, Inc. (software development & distribution)

Lisle, IL 2009 - 2010

-- Client Services Manager

. Worked with the sales department and clients to determine future needs

for customized software packages. Scheduled appointments and

conducted demonstrations of software capabilities. Completed RFP's

and project planning requests for new projects.

Solar Communications, Inc. (printing & packaging) Naperville,

IL 1982 - 2009

-- Senior Vice President, Finance & Operations (2002 - 2009)

. Analyzed and established proven methods of cash generation from

working capital. Developed and maintained a strong cash position

using accounts receivable, accounts payable and inventory strategies

that go way beyond simple cost reductions. Generated over $3 million

in cash from effective balance sheet management.

. Developed annual budgets for three separate facilities. Reduced

expenses by 5% for 3 consecutive years.

. Re-organized Estimating and Scheduling departments to ensure they

shared key information. Provided scheduling flexibility for "last

minute" orders, increasing sales by $750,000 per year.

. Managed labor costs to accommodate volatility in sales volume. Saved

over $135,000 per year using supplementary labor resources.

. Motivated and developed a management team to achieve financial

objectives. Established attainable goals to achieve higher

profitability levels within required timeframes.

. Created weekly "dashboard" reports for the CEO, allowing him to better

assess overall company operations at a glance and make faster

decisions.

Lynn M. Lockwood - page 2 (Solar Communications, continued)

-- Operations Manager (1999 - 2002)

. Led a new equipment purchase and installation project. Developed an

installation plan which had the equipment operational 3 weeks ahead of

schedule and $50,000 under budget.

. Identified bottlenecks within departments and implemented a company-

wide Theory of Constraints Scheduling System. Shortened customer

cycle time by 10%, and improved on-time delivery from 95% to 99%.

. Forecasted sales volume to determine manpower requirements by

department. Improved hiring processes to supply well-trained

employees as needed, saving over $150,000 in overtime and re-hiring

costs.

. Re-designed weekly operational management reports. Reduced labor,

waste and re-work costs by a minimum of 10% for 4 straight years.

-- Controller (1995 - 1999)

. Researched and implemented a cost accounting system which incorporated

analyzing, estimating and pricing of products and services to ensure

profitability. Raised profitability over 5% in one year.

. Created Quotation Hit Ratio reports to provide feedback to sales staff

and improve acceptability of quotations. Decreased turnaround time of

quotations from an average of 3 days to less than 24 hours.

. Reviewed and improved inventory processes and procedures. Identified

savings of over $250,000 per year using just-in-time inventory methods

and better purchasing procedures.

-- Customer Service Manager (1992 - 1995)

. Implemented stronger teamwork throughout the Customer Service and Pre-

Press departments to provide cross-functional teams. Reduced average

cycle time from 18 days to 15.

. Implemented flexible hours for the Customer Service department to

expand hours of availability. Extended hours of operation with no

additional payroll costs, and also provided better levels of service.

-- Accounting Manager (1985 - 1992)

. Managed an Accounting Department and coordinated the installation of a

new ERP System. Saved over $75,000 by reducing internal redundancies.

. Improved the billing process to meet customer demands and create more

accurate invoices. Reduced the level of invoice errors by 25%, and

accelerated average collection time by 8 days.

-- Accounting Clerk (1982 - 1985)

. Streamlined accounting processes by installing a new computer system.

Education & Certification

MBA (graduating 9/2010) and BA - Business Management (2008), North Central

College, Naperville, IL.

Additional training in continuous improvement (Dr. W. Edwards Deming

course), Synchronous Flow Management,

Theory of Constraints, leadership skills, effective interviewing and time

management. Software training in Solomon, QuickBooks, advanced Excel, Word

and PowerPoint.

Contact this candidate