Customer Service Management
Resume:
Ronald J. Powers ***** Monique
Circle, Temecula, CA 92591
*.*******@*******.***
Consultant / Director- Training & Development
Performance Improvement & Coaching / Organizational Diagnosis / Culture
Change Process Management Training / OD / Program-Project Management /
Successorship / Staffing
Successful Fortune 500 Management Training and Consulting leadership for
such industry leaders as Georgia Pacific, PPG, IKG-Borden, and Sunrise
Medical-Quickie Designs. Similar positive outcomes achieved in the Service
and Software industries. Strong advocate for corporate, unit, and
individual Planning, Performance Management, Continuous Technical and
Service Quality Improvement and open top management Communications and
feedback mechanisms. Specialist in Performance Behavior Assessments, and,
Internal and External Service.
. Increased productivity 238% in 14 months after supervisory training.
. Facilitated increase of sales from $2M to $17M in two years with no
increase of staff.
. Promoted programs that spawned new creativity that triggered an increase
of $2/share of stock in 2 days.
. Developed a TQM and Service driven culture in 9 months.
. Received contract extensions for integrated Performance Management
Program.
Coach teams and mentor individuals for performance improvement, career
planning and transition. Built promotability and successorship program for
company of nine divisions with 3000 employees (USAA). Well-developed skill-
sets for managing multiple projects, needs assessments, job descriptions
and recruiting. Provide contingency and retained recruiting services.
CAREER ACHIEVEMENTS
Increased productivity 238% in 14 months after supervisory training.
Provided broad spectrum Management Training Program, changed hiring
practices, facilitated management goal setting, developed individual and
group recognition programs; and, developed and facilitated the owner's
annual and quarterly planning conferences. Attitude and performance
improvements positioned the company for and successfully delivered an
unexpected $1M order.
Facilitated increase of sales from $2M to $17M in two years with no
increase of staff. Evaluated the organizational culture, and with the
General Manager, developed and facilitated a quality customer service
training and development program with a new performance management system.
Team and productivity performance soared between Sales, Production, and
Office Staff.
Promoted programs that spawned new creativity that triggered an increase of
$2/share of stock in 2 days. Client charmed convention with largest number
of new product entries after a year of continuous improvement training.
Developed a TQM and Service driven culture in 9 months. Evaluated cultural
behaviors of a 150-employee Fortune 500 manufacturing plant threatened by
competition. Trained Communications, Service, and Continuous Improvement
principles for permanent productivity improvements in all departments.
Received contract extensions for integrated Performance Management Program.
Developed a simple yet effective job appraisal system. Companies needed a
faster, simpler, easier-to-communicate, feedback tool that facilitated
accountability; continuous improvement, and, documentation for promotions
and discipline.
"BEHIND THE SCENES" ACCOMPLISHMENTS
. Initiated president's MBO Planning System for 9 Divisions with Management
supervising 3000 employees.
. Created and implemented detailed Performance Evaluation Systems.
. Created hiring and promotional criteria.
. Assessed and benchmarked individual, group, and organizational
performance behaviors. .
. Supported corporate Service and Quality improvement via facilitation of
workshops for all functional departments.
. Developed corporate Succession Program in support of president's Long
Range Plan.
. Supported key HR functions of Training, Performance Reviews, Recruiting,
and new employee Orientation.
. Represented president as "Training Ambassador" to confirm unethical
practices in Canadian subsidiary.
Ronald J. Powers
Page 2
CAREER RECORD
1989- Present: POWERS & POWERS: President/Owner. Temecula, CA.(regional,
national, and international service)
Services: Management & Organizational Development Consulting:
Training Programs, Performance
Improvement & Management Systems, Organizational Needs Assessments,
Annual Planning Conference
Facilitation; Contingency & Retained Executive Recruiting; Executive
Resume Services and Career Coaching.
Training Expertise: Management & Supervision, Performance
Management, Internal/External Customer Service,
TQM, Team Building, Communications, Interviewing.
Industries Served: Manufacturing, Auto/Aerospace/Defense,
Laser/Optical, Homeland Security, Service,
Banking, Pharmaceutical & Educational Software; Printing & Packaging,
Construction, Wholesale; and Retail.
Positions recruited: VP's, Managers and Directors in Sales,
Marketing, Business Development, Operations,
Manufacturing, Engineering, QC, Admin, Finance, MIS. / High Tech,
Maintenance, R&D - in the U.S. and Europe.
Major Training/Consulting Relationships (2-8 yrs. in duration): Georgia-
Pacific, IKG-Borden Industries, Western Plan Services -Subsidiary of Dun
& Bradstreet, PPG, Q.C. Data Collectors (Oil & Gas Services firm),
Sunrise Medical-Quickie Designs Division, Regency Bank, Food Services of
America, Merzon Industries.
Major Recruiting Relationships: (descending chronological sequence)
Retained & Contract Recruiter. *Citizens Business Bank, Security
Pacific Bank, Security Bank of California,
and International City Bank. Recruited and placed Commercial Loan
Officers, Relationship Managers, SBA / BDO's, Credit Officers and
Administrators.
Contract Recruiter.* Special Devices Inc., Moorpark, CA. and Schonebeck,
Germany. Recruited key Management, Sales, Engineering, and Safety German-
nationals for a state -of-the-art Auto/Aerospace electronic explosive
safety initiator joint venture manufacturing plant in East Germany.
Contract Consultant/Campaign Manager,*Mc Kenzie Scott, San Diego
Office. Career Transition and
Outplacement Company. Developed marketing campaigns, created several
forms of resumes, coached well
compensated executives with skills for job searching, interviewing,
and negotiating.
Contract Recruiter.*HR-Solutions / CompassLearning: San Diego, CA. In
16 weeks, redefined department
policies
and procedures for national Educational Software firm, improved
internal customer service relations,
and placed 42
candidates at the home office and in field positions. Saved/Avoided
$350,000 in potential recruiting fees.
Prior to 1989:(Available upon request)
EDUCATION
ST. MARY'S UNIVERSITY * San Antonio, TX: 3.9 GPA in Master of Arts program
- Psychology & Business
CLEVELAND STATE UNIVERSITY * Cleveland, OH: BA Degree - Psychology: Minor
in Chemical Engineering
Previous certifications: Zenger-Miller, IBM-PSS-II (Professional Selling
Skills)
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