Customer Service Sales

Patricia Maniace-Griffin

** *****'s Farm Road, Norfolk, Massachusetts 02056

Cell: 617-***-**** e-mail: **********@*****.***

SENIOR EXECUTIVE

Operations /Worldwide Manufacturing / Distribution / Global Supply Chain /

Client Services / International

Highly accomplished entrepreneurial Senior Executive equipped with a

toolbox of ideas and successful track record of leading various size

companies to business expansion, sales growth, operational efficiency, and

significantly increased profitability. Provide leadership in health care,

retail, call center, educational software publishing, data management and

ecommerce sales. Provide collaborative leadership in merger integration,

technical implementation, warehouse management and motivate/mobilize staff

development.

KEY QUALIFICATIONS

Acquisitions and Mergers Full P&L/Goals Process Improvement

Accountability

Manufacturing Ops/Forecasts Technical Support/Network Customer Service/CRM

Project Manager/ERP Global Sourcing Reengineering Expertise

experience Logistics/3PL

PROFESSIONAL EXPERIENCE

eCopy, Inc. (Company acquired by Nuance, Inc. in 10/2009)

10/2008- present

eCopy is an innovative provider of document imaging solutions (SaaS) that

rapidly integrate paper-bound information into existing business processes

and applications.

Director of Operations

Oversee worldwide manufacturing operations, fulfillment and customer

experience.

. Established electronic software delivery. Reduced one distributor's cost

in excess of $250K/year; increased sales by 30%; reduced delivery time

from days to hours; reduced eCopy costs in excess of 20% at inception

. Created a revenue flow for producing generic, non-brand specific hardware

to increase sales and reduce time to installation from 10 days to 2 days.

. Directly managed two of eCopy's largest distributors who were on the

verge of dropping the eCopy solution to becoming the "Most Valued

Solution" for both tier 1 distributors resulting in excess of $2-4M in

revenue.

. Moved RMAs into third party outsource partner saving $10-$15K per month;

shortened delivery time

. Closed eCopy physical warehouse; eliminated $150-$200K/year of expenses

. Reduced worldwide inventory by over 70% in less than 7 months

. Instituted part number initiative and reduced part numbers by greater

than 80% (from 6,000 to 1125 part numbers)

. Implemented customer-focused "sales outreach program" visiting all

distributors worldwide to investigate/resolves issues and request

constructive criticism to become a better partner and instituted

scorecards to rate eCopy

. Turned around one of the larger eCopy customers from a satisfaction level

of 5 (poor rating) to an excellent (1 rating) by challenging conventional

thinking to drive product to market faster increasing revenue more than

40%.

. Relocated 3PL Manufacturing from Hungary to Czech Republic in less than 3

months

. Manage/negotiate manufacture builds; capacity planning; inventories

overseas and reduced time to market by 35%

. Implemented eCommerce fulfillment site via third party software

. Part of the project team for development of a new pricing/packaging

initiative and participate in the Product Management/QA/Engineering of

new products

. Formulated/designed product packaging for various manufactured components

. Heavily involved in international customers, warehousing and supply chain

logistics

WaveMark, Inc.

2006-9/2008

A health-centric business that provides real-time data solutions to enable

hospitals and manufacturers to control and manage the flow of high value

consumable medical devices through RFID technology.

Vice President, Customer Service and Operations

Manage the customer/field service operations, manufacture, and

implementation at hospitals. Implement tagging at manufacturing DC and set

up and train reps on WaveMark's Mobile Device.

. Established the entire process for the hospital implementation to include

site surveys, product data, IT interfaces, and installation. Reduced

installation timeframe by 50%. Managed goals and budgets.

. Generated a "health of the network" process and monitoring system that

reduced outages by 75%

. Implemented the first roll out of mobile devices to sales reps by

traveling to hospitals to register inventory and train reps creating

revenue to WaveMark in excess of $2M

. Implemented a new process whereby over 100K products were registered at a

distribution center in 5 days. First medical device manufacturer to ship

all products with RFID technology plus set up additional DCs

. Implemented a third party call center and created internal customer call

center operations

. Rolled out over 200 devices and initiated training plan and help desk

. Close interaction with the Engineering team on product development, data

solutions, infrastructure, system development and enhancements

. Reduce installation process from 4 days to 2 and reduced shipping costs

by 25%

IMO Corporation, Waltham, MA (OOB)

2005-2006

Retail wireless provider for all carriers through independent stores

nationwide. A new innovative business concept breaking through the

complicated wireless business.

Director of Logistics and Operations

Broad range of responsibilities in a start up operation taking it from

conception through implementation of new stores. Implemented IT solutions;

established vendor relationships; project management; measurements,

metrics; goals; budgets; purchasing, inventory distribution, and carrier

compliance.

. Implemented comprehensive return policy for customers and maintain 100%

return capability saving the company approximately $225K in product

credits

. Instituted a loaner policy to provide the ultimate customer care thus

creating a "best in class" service policy

. Developed an internal data system that allows customers to review prices,

rate plans and carrier coverage across all carriers, unique to IMO

providing a great customer experience

. Perform physical inventories for every store maintaining a 99.5% accuracy

across all product lines

. Developed a repair/refurbished/trade-in programs to minimize costs and

resell repaired phone

BRAUN MEDIA SERVICES, Position based in Boston; HQ in Minnesota

(OOB) 2001-2004

Manufacturer of retail software products, educational print services, and

outsourced services to manage all aspects of the supply chain: design,

media replication, product assembly, inventory management, distribution,

and order fulfillment.

Vice President, Operations

Managed 22-member staff, driving the company to $5 million in first-year

revenues. Implemented IT solution to handle accounting, operations, and

customer service. Developed supplier qualification, project management

process into the enterprise. Negotiated prices and reduced COGs,

. Eliminated $100,000 of IT costs of entry and $2,000 monthly per-module-

cost by negotiating lease contract

. Realized 400% improvement in implementation times, reducing standard

times from 6-8 months to 8 weeks.

. Integrated new manufacturer allowing level loading of the facility and

improving up times 80%.

. Improved delivery times from 21 to 7 days, enhanced portfolio, and

increased average gross margins by 20% and managed the

distribution/warehouse functions

THE LEARNING COMPANY, Division of MATTEL, INC., Cambridge, MA 1995 - 2000

Leading publisher of innovative, interactive consumer and educational

software with development and distribution resources including established

retail, school, OEM, consumer, mass merchants and international businesses.

Vice President of Operations

Managed staff overseeing 125 associates, with P&L responsibility in excess

of $8 million, in addition to handling $200 million in assets for external

partners' manufacturing, distribution, and customer service. Supervised

order management, inventory levels, and distribution to retailers and

direct mail clients. Managed multi-million dollar budget and developed

goals and objectives for several departments.

. Seamlessly assimilated more than 25 acquisitions, ranging in size from $1

million to $200 million

. Transferred manufacturing and distribution/warehouse facilities twice,

resulting in movement of 1.5 million without interruption of

manufacturing or shipment to stores and established multi-site service

call centers

. Created Education Sales and Service Department, which provided employee

education and training for all aspects of the enterprise from

manufacturing through distribution

. Developed concurrent integration of sales, marketing, finance, and

operations product delivery schedules, which reduced manufacturing costs

by 20% through process improvements, and subsequent overall time-to-

market by 10%

. Grew the direct mail business with mail drops from 250,000 to 1.5 million

pieces at a time utilizing ecommerce

KAO INFOSYSTEMS, Plymouth, MA (OOB) 1993 - 1994

Leading manufacturer of floppy disks in the United States with extensive

customer base of software manufacturers.

Manager, Project Management and Fulfillment

Brought on board to assist in start-up of new fulfillment center for this

division of Japanese conglomerate Jergens. Established formal RFP and

presentation process to handle bids. Introduced Japanese culture and

management philosophy to local workforce, implementing tight deadlines and

reduction of costs. Contributed to ISO Certification.

CANDELA LASER CORP., Wayland, MA 1992 - 1993

Healthcare Industry: Medical laser manufacturer with 250 employees and

worldwide sales and service.

Manager, Order Management and Customer Service

Implemented global call center and participated in successfully receiving

FDA approval. Coordinated and retrained customer service and operations

teams to work in cooperation and streamline processes.

CLEARPOINT RESEARCH CORP., Hopkinton, MA (OOB) 1990 - 1991

Software storage company with 350 employees and average orders ranging from

$1,000 to $50,000.

Manager, Inside Sales and Telemarketing

Recognized untapped market potential and assisted in creation of company's

first direct mail catalog. Initiated telemarketing department to become

integral part of company.

BTU INTERNATIONAL, Billerica, MA 1988 - 1990

Major manufacturer of semiconductor furnaces with global computer clients

such as IBM.

Manager, Credit and Collections and Inside Sales

Managed all credit and collection functions and all international letters

of credit. Implemented grey lists for revenue recognition and initiated

quarterly on-site audit of all shipped and non-shipped products.

PRIME COMPUTER, Natick, MA 1982 - 1988

International manufacturer of PC equipment with subsidiaries and

distributors in Europe, Asia, and Australia.

Manager, International Sales and Export Administration

Oversaw all international orders and shipments and managed export

administration area. Traveled extensively to international subsidiaries

worldwide to perform audits. Played integral role in management of Ireland

manufacturing facility with oversight of letters of credit, shipments, and

adherence to revenue and export policies. Ensured compliance with

government export regulations.

. Implemented international versions of company's IT system and rolled out

program to international locations, providing in-country training

. Turned around large A/R international portfolio with more than 70% of

accounts past due 90 days to less than 5% past due. Reduced multi-million

dollar past-due accounts with 15+ distributors, each with over $1 million

past due

. Significantly expanded international sales from 10% to almost 50% of

company's revenue

. Converted Japanese distributor to a subsidiary, and integrating

operations into the corporate structure

EDUCATIONAL BACKGROUND

Bachelor of Science in Economics and Biology, Boston College, Chestnut

Hill, MA

Affiliations: BPICS User Groups, JD Edwards User Groups

Dual Citizenship: USA; Italy

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