Customer Service Manager

JAMES A. CAMPBELL

**** *. ******* ** • Gilbert, AZ 85295

H 480-***-**** • C 480-***-**** • ************@*****.***

O P E R AT I O N S / C U S T O M E R S E RV I C E L E A D E R

Experienced and highly accomplished Operations Management and Customer Service professional

with over 17 years of progressive leadership experience. Particular expertise in organizational

development, continuous improvement and problem solving, project management and driving

financial results through process improvement and cost control. Organized, precise and results

oriented with excellent communication and interpersonal skills.

PROFESSIONAL PROFILE

Leadership

Proven experience leading diverse organizations up to 300 people. Able to develop highly effective

organizations fostering an atmosphere of teamwork and open communication. Results driven leader able to

balance financial results with organizational goals and customer needs.

Operations & Customer Service

Experienced at managing a variety of logistics and customer service functions from both a practical and

strategic perspective. A problem solver, able to identify organizational challenges and implement effective

solutions for cost reduction and business growth. Highly customer focused, able to understand and utilize the

voice of the customer in all process improvement opportunities

EMPLOYMENT HISTORY

Regional Director of Operations 9/2007 –

Integrity Staffing Solutions • Phoenix, AZ Present

Responsible for strategic direction and operation of three west coast sites including recruiting, on-site

operations and complete P&L responsibility.

• Profitability targets consistently exceeded through diligent management and cost controls

• Sites consistently exceeded operational performance expectations in key areas such as attendance,

attrition, order fill rates and safety

• Led large scale project developing and implementing multi-site interactive voice response (IVR)

system for candidates and warehouse associates

• West coast sites successfully hired and managed over 5,000 warehouse associates in 2009

• Create annual budgets and monitor monthly expenses and profit and loss statements

• Continually cultivate successful relationships with client leadership teams to ensure all customer

needs are exceeded.

Director of Operations 1/2006 – 5/2007

Snap-on Tools • Crystal Lake, IL

Directed customer care center and custom tool kitting operation for Snap-on’s Industrial business unit

• Lead teams responsible for call center KPI reduction including ASA reduction from 79 to 23 seconds and

Service Level improvement from 55% to 88%

• Established process methodology for measurement of customer

satisfaction and established initiatives to address issues based directly on the ‘voice of the customer’.

• Reduced custom kitting center cycle time by 43% through process

improvement projects by working in conjunction with sales organization and major kitting customers.

• Site leader for Rapid Continuous Improvement (RCI) activities. Lead

teams in completing multiple projects resulting in significant productivity or cycle time gains and

subsequent cost savings.

JAMES A. CAMPBELL

4119 E. Shannon St. • Gilbert, AZ 85295

H 480-***-**** • C 480-***-**** • ************@*****.***

Senior Operations Manager 7/2003 – 12/2005

Baxter Healthcare • Deerfield, IL

Lead a customer service/order management team whose primary objectives include order entry,

backorder management, customer requirements, frozen order management and various exception

management processes.

• Consistently exceeded CFS key performance indicators [average

speed of answer, quality, productivity]

• Played leadership role in selection and implementation of call center

technology package.

• Developed cross-training program to improve efficiency in handling

customer requests.

• Co-lead call center operational improvement project which resulted in

reduction of average speed of answer from 90 seconds to 30 seconds.

• Lead a cross-functional project team to leverage Baxter’s home

patient fleet with non-home patient orders. Project resulted in a significant transportation cost savings of

26% annually.

Manager of Logistics Strategy 2/2001 – 7/2003

Motorola • Arlington Heights, IL

Responsible for development of and implementation of sector wide global logistics strategies. Identification of

cost reduction efforts on an annual spend base exceeding $100 million. Represent sector on corporate

Supply Chain council that serves to establish standards and guidelines for all business units.

• Obtained Six Sigma Green Belt certification

• Annual cost savings programs resulted in nearly $20 million in savings

• Created first sector wide global logistics council, a collaboration of regional logistics teams

designed to share best practices and provide one sector strategy to the corporation

Manager of Export Operations 3/1999 –2/2001

Motorola • Rolling Meadows, IL

Responsible for export operations team that executed in excess of 50,000 invoices annually. The team was

responsible for creation of export documents supporting worldwide shipments of cellular network equipment.

• Met or exceeded established productivity and quality goals in all 11 months as manager

• Initialized project to electronically archive all export records. Expected to significantly reduce physical

storage costs and cycle time.

Production / Engineering Manager 2/1995 –3/1999

Motorola • McHenry, IL

Responsible for management of engineering group and production teams [9 supervisors; >100 DL] for back-

end build to order manufacturing processes of cellular infrastructure products in ISO 9001 certified facility.

• Developed activity based costing model for back-end manufacturing processes resulting in a 26%

decrease in manufacturing conversion costs.

• Established kitting and ordering guidelines for spare parts fulfillment that resulted in a 68% reduction in

orderable part numbers and a 77% decrease in fulfillment cycle time.

EDUCATION, PROFESSIONAL DEVELOPMENT

Master of Business Administration

Northern Illinois University • DeKalb, IL - Graduated December of 1999

Bachelor of Science, Industrial Engineering

Northern Illinois University • DeKalb, IL - Graduated August of 1992

EXCEPTIONAL REFERENCES AVAILABLE UPON REQUEST

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