Customer Service Sales
Resume:
David A. Vece
Chaplin, CT *6235
**********@*****.***
Profile: Energetic leader with a powerful combination of Operations and
Sales Team Management abilities including effective
organizational, planning, motivational and team-building skills.
Ability to interact and communicate at all levels of an
organization and provide a direct positive impact to the
company's bottom line.
Work History:
12/08 - 07/09 - 3PL Worldwide
Director of Call Center Operations
. Mange all operational aspects of a 50 seat inbound call center
. Re-engineer all department policies, procedures, and schedules
. Develop and implement company employee manual
. Create procedures in ISO format for all call center functions
. Responsible for call center P/L and all contributions to overhead
. Developed new CS training program for new and existing Agents
. Developed new product / systems training program for new Agents
. Developed all up-sell and cross-sell training programs
. Manage 1 Call Center Manager and 6 Supervisors
. Responsible for all staffing levels, interviewing, hiring, reviews,
and terminations
. Upgraded phone to new VoIP system - Polycom 550's including all new
CFMs, queues, and recordings
. Responsible for all ACD info and measurements as they relate to Call
Center operations and achieving KPI goals
12/05 - 12/08 - UGA Associates
District Sales Manager
. Manage sales team of six outside agents
. Train new agents with regard to product knowledge and state regulation
compliance
. Continue to train through example via personal production and client
interaction
. Train my team in presentation and closing skills to improve closing
ratio
. Provide motivation and financial incentive to drive sales and achieve
sales goals
. Top selling agent in the office multiple months in multiple categories
6/05 - 12/05 Vivatone Hearing Systems (Start up)
National Customer Care Manager
. Management of all aspects of customer service and quality assurance
including ISO compliance
. Supervision of customer service, quality assurance and returns teams
. Implemented SOP and Inventory modules of Great Plain computer system
. Streamlined order entry/maintenance procedures by tackling existing
procedures with a TQM / ISO9001 mindset
. Established and maintained national clinical stock inventory
9/03-06/05 USI, Inc.
Sales Manager, Global
. Support, drive, and motivate the outbound sales team to achieve or
exceed their pre-set goals
. Manage the support of residual sales with a CSR team of 16 individuals
and 4 Technical Support Reps
. Work closely with the Marketing Team to establish and implement new
marketing programs
. Set up and monitor SPIF programs for Inbound and Outbound Sales groups
. Analyze ACD data to maintain proper coverage levels
. Responsible for all performance evaluations for the 21 individuals on
my team
. Provide monthly, quarterly, and annual sales reports to upper
management
. Created, implemented, and adjusted ISO procedures for my team
. Proactively initiated new sales promotions and specials to increase
incremental sales
9/99-8/03 Scapa North America
Director, Customer Service - North America
. Centralized fragmented CS Dept to the realization of $500k in savings
over two fiscal years
. Managed Customer Service staff including a Manager, Supervisory Team,
and CSRs; including hiring, terminations, and performance evaluations
. Managed International shipments between Europe, Canada, & Pacific Rim
via International CSR
. Provided BOLs, Pro Forma invoices, Certificates of Origin, and dealt
directly with the freight forwarders
. Implemented customer satisfaction survey to acquire feedback for CS
improvements
. Upgraded and maintained faltering EDI software and training. Aided in
gap analysis for SAP
. Revised and updated departmental ISO 9001-2000 procedures to
streamline a consolidated department
. Responsible for overseeing the order processing for $125 million in
annual sales including P& L
. Created and implemented a forecasting program for interfacing with MRP
programs at remote manufacturing locations
. Implemented proactive up-selling/initial contact program
. Improved CSR retention from 12-week average to 0% turnover
7/97-8/99 Garrity Industries, Inc.
Customer Service Manager
. Upgraded all Customer Service order processing procedures in CS
. Managed Customer Service Team and Administrative staff
. Established SOP Team to coordinate and improve systems company-wide
. Implemented all planned upgrades and training under budget
. Held multi-site responsibility for inventory / P & L
. Managed the EDI Department using AS400 via Mapics XA software
. Responsible for all ISO 9000 compliance issues in CS & EDI
5/93-6/97 Osterman & Company, Inc.
Customer Service Manager
. Overall responsibility for all aspects of Customer Service including
the proper processing of $90 million in annual sales
. Managed Team of Customer Service Representatives including hiring,
training, and performance evaluations
. Decreased order entry time by 45% while decreasing order error rate by
14%
. Responsible for monthly and annual reports on department and remote
production facility
. Established PO verification procedure with 15% reduction in "over 60
day receivables"
. Effectively established and maintained strong working relationships
with distributors and bulk facilities
. Handled all negotiations regarding distribution costs and claims
Education:
NVCTC - Associates Degree - Plastics
UOP - Bachelors of Science - Business Management
UOP - Masters Degree - Information Systems
Training/Certification:
Dun & Bradstreet Business Education Services - Certificate in:
Outstanding Customer Service
Scapa North America - Successfully completed "TQM" training
Certificate in Managing Multiple Projects, Objectives, & Deadlines
Excel Inc. - Certificate in: ISO 9001 Procedures
ISO 9001 Management Overview
Certified ISO 9001-2000 Auditor
Completed MRP Management Training & Implementation Course
QAD Inc. - Certificate in: RESULTS software report writing
State of Connecticut: Insurance Producers License
Technical Skills:
Computer literate with knowledge of AS400,MFGPRO, Mapics, Thoroughbred,
Great Plains and CMS call tracking software, and most ACD call center
software. Proficient in Microsoft office suite, faxing software,
multimedia, and the Internet.
Contact this candidate