Customer Service Project Manager

VINOD JOHN MAMMEN

Phone: 678-***-**** *** N Decatur Lane, Decatur, GA - 30033

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

Senior Operational Leader focused on Transformational Business Strategy

with over 15 years of experience contributing to the efficient operations

and significant growth of both public and privately held companies.

. A versatile, adaptable thinker whose intuitive talents can bring

divergent business and technology ideas to the forefront via

actionable data.

. Recognized for building highly effective multi-site teams, working

with leaders across business units, and reengineering technology by

leading from the front.

. Goal oriented manager with a very direct communication style who

solves complex problems to get visible and measureable goal-oriented

P&L results.

. Extensive knowledge of sales life cycle management, customer service

operations and management of information technology solutions.

. Led cross-functional Customer facing Business Groups and Application

Development Teams in both small and large matrix organizations.

. Significant operational and project management expertise in process

analysis & systems design; technology implementation (with complex

testing & integration phases); multimillion dollar budget control &

forecasting; multi-stream program management and scorecard reporting.

PROFESSIONAL EXPERIENCE

CRST LOGISTICS INC., Atlanta, GA

2009 - 2010

Vice President - Brokerage Field Office & Agent Operations

. Manage and rapidly grow our company-owned Field Offices that are manned

by employees and commissioned agencies that representing CRST Logistics.

Implemented the TMW Suite and custom CRM.

. Multi-site Profit and Loss (P&L) and Operational accountability for

offices in Sparta, NJ, Birmingham, AL, Saint Louis, MO, Kansas City, MO,

Dallas, TX and Simi Valley, CA. Hired and grew at all 6 locations.

. Coordinate on Credit and A/R with the Corporate Office in Cedar Rapids,

IA and other back offices activities and technology for customers whose

loads are booked and executed in the field and agent offices.

SCHNEIDER LOGISTICS INC., Atlanta, GA

2008 - 2009

Sales Vice President - Southeast Logistics Center

. Led a growing telephony-based Sales Center as well as a regional

Logistics Brokerage execution office in the Southeast U.S market. Grew

key logistics vendor and carrier relationships in the same market.

Significant year-over-year growth by gaining market share.

. Managed the P&L statement with accountability for the 75-person office.

Grew the business organically with new customer acquisitions as well as

by hiring recent graduates from local colleges and training them to be

logistic sales and brokerage professionals. Rightsizing center's

operational costs with significant bottom line improvement and

implementation of the Oracle TMS and Siebel CRM suites.

. Coordinated the full major account sales cycle from prospecting, closing

the sale, on-boarding and on-going business operations. Considerable

additions of and large growth with several marquee customers.

SCHNEIDER NATIONAL INC., Green Bay, WI

2004 - 2008

Operations Director - Customer Solution Center

. Built the Customer Service organizational capability to improve the

Customer experience and lower Selling, General & Administrative Expense

(SG&A) costs as part of a multimillion dollar service center budget for

the 250-person office.

. Directed critical work associated with timely and accurate customer rate

publication. In addition, accountable for working with customer, sales,

customer service, and pricing teams to resolve customer payment

discrepancies. Worked with billing operations to facilitate collection of

outstanding balances.

. Responsible for on-going development of Sales Force Automation (SFA),

Customer Solution Center (CSC), Customer Master (UCM) systems and related

processes. In addition, was accountable for alignment and integration of

these systems and related processes with the new Enterprise Resource

Planning (ERP) system.

VINOD JOHN MAMMEN

Page 2

Phone: 678-***-**** 216 N Decatur Lane, Decatur, GA - 30033

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

Product Manager - Customer & Geography

. Provided Product Management for the Customer (Customer Master, Siebel

CRM/SFA, Analytics, IBM Middleware, Avaya IVR/CTI, QM, WFM) and Geography

(Location Master, Trillium Data Cleansing) applications comprised of a

mix of internally built and externally developed packaged solutions.

. Led the software development and infrastructure build program with the 10-

member Project Management Team, comprised of a mix of internal PMs, our

external CTS contractors and the IBM consulting resources.

. Managed the full program life-cycle and tracked program milestones (plan

versus actual/budget versus forecast) for a multimillion dollar Customer

Solution Center (CSC) Process Transformation Program and for a

multimillion dollar Enterprise Sales Force Automation (SFA) Technology

Program.

REUTERS AMERICA INC., Chicago, IL

2000 - 2004

Senior Project Manager - Model Center Program

. Provided Subject Matter Expertise to Accenture, and their alliance

partner APAC Customer Services, and assisted in creating the technology

strategy for a multimillion dollar Model Center Program, which detailed

bringing three US Customer Service divisions under one roof using a

common Call Center architecture.

. Worked in the 3-member Project Management Office (PMO) for the Finance,

People, Process/Training and the Model Center Buildout workstreams, to

ensure timely delivery of key milestones on the work plans and authorize

scope and timeline change requests across the Model Center Program.

. Guided the 9-member Project Team, from Central and South America, in

developing and planning for the implementation of the Model Center

Program principals within the new bilingual Customer Relationship

Management Center (CRMC) in Buenos Aries, Argentina.

Project Manager - Siebel CRM Project

. Provided Subject Matter Expertise to PriceWaterhouseCoopers, and their

integration partner Cambridge Technology Partners, with the Business

Analysis phase of the Siebel CRM and Quintus eContact solution review for

the eight Global Support Teams (GST) in North America, Western Europe and

East Asia.

. Assisted with the functional Business Analysis, Process Design and User

Acceptance Testing (UAT) of the Siebel CRM customization, as part of the

8-member global Project Team.

. Led the implementation and rollout of Siebel CRM in North America for the

regional Customer Relationship Management Center (CRMC) and regional

Second Level Support (SLS) Teams.

Reuters Information Technology, Oak Brook, IL

1996 - 2000

EDUCATION

Illinois Institute of Technology, Chicago, Il

1998 - 2000

Master of Science (MS) in Operations & Technology Management

Andrews University, Berrien Springs, Mi

1995 - 1996

Master of Business Administration (MBA) in Management & Marketing

Manipal Institute of Technology, India

1991 - 1995

Bachelor of Technology (B.Tech) in Computer Engineering

MEMBERSHIP

Metro Atlanta Chamber of Commerce & Atlanta Logistics Innovation Council

2008 - 2010

The Transportation Intermediaries Association (TIA)

2008 - 2010

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