Customer Service Manager

Douglas S. Patchin

**** ***** *****, ****, ** *6123

317-***-****, abmmi5@r.postjobfree.com

____________________________________________________________________________

LEADERSHIP PROFILE

. Results oriented executive with successful track record in

reengineering business processes to enhance company position, improve

productivity and reduce costs

. Proven ability to drive change and execute new concepts to advance the

organization

. Strategic perspective balanced with tactical "in the trenches"

execution

. Demonstrated willingness to extend beyond a comfort zone to broaden

perspectives and introduce necessary change into the business

environment

. Key member of senior management that is skilled in creating technology

awareness across the organization

. Results-driven visionary with over fifteen years of experience

EXPERIENCE AND ACHIEVMENTS

Norwood Promotional Products, Indianapolis, IN 2000 to Present

wholly-owned subsidiary of BIC Graphic USA

Vice-President, Technology & e-Business (March 2006 to Present):

Accountable for technology and eBusiness activities of Norwood's five

manufacturing sites, corporate office and Canada.

. Successfully transitioned de-centralized information technology

function of Norwood's five divisions with distinct operating cultures

to a centralized entity that delivered unparalleled service internally

and externally. .

. Led the technology team through Company's technology restructuring

with minimal disruption to staffing and service level. Standardized IT

processes and policy across the Enterprise.

. Researched, identified and negotiated contracts with the most optimal

technology vendor to provide hardware, software and implementation

services. Vendors included, IBM, Dell, Qwest, Oracle and SAP Business

Objects

. Consolidated and moved outsourced hosting services capturing an annual

savings of $1.2 million dollars.

. Implemented VoIP telephony at a $500,000 one-year savings.

. Led team in strategic partnership with Office Depot to sell Norwood

products in 1,500 stores and on the internet.

. Launched CSR Portal (customized Peoplesoft CRM application) which

enabled company-wide call sharing.

. Integrated third party applications such as Toshiba Docuware

archiving, Demand Solutions, and Business Objects reporting and

budgeting.

. Implemented data exchange processes with Norwood customers utilizing

EDI and ePSA standards.

. Evangelized technology upgrades to company executives across the

organization, to build consensus and secure their financial and

resource commitment

. Direct forty-five technology specialists across multiple manufacturing

sites and systems.

. Knowledge of SOX and PCI compliance.

. Fiscal responsibility for consolidated IT budget and Capex.

Vice-President, e-Business (March 2004 to February 2006):

Responsible for all e-business and internet marketing including SEO and

permission marketing activities for Norwood's business units and corporate

office.

. Defined and guided the largest online loyalty program in the

promotional products industry, with 13,000+ participants representing

25% of the total distributorships in the Industry.

. Provided the primary interface to clients and Associates on the use of

technology to grow businesses and achieve cost savings.

. Directed a team of product management specialists and software

developer

. Pioneered new technology to drive top line sales and profitability.

. Responsible for Norwood's website, www.norwood.com, 4,500 distributor

websites and co-op company stores

. Overhauled and re-deployed www.norwood.com, with an enhanced search

engine, real-time order status, and capacity for distributors to build

multiple web sites to sell products to end users.

. Launched the 1st Norwood intranet, Norwood360.com. Site is primarily a

knowledge base for customer service specialists to facilitate

interactions with clients. First year estimated cost savings of

$68,000.

. Launched the company's first consolidated client and product database,

facilitating 1-time entry that distributed data across all 5-

facilites.

Director, Internet Marketing (July 2000 to March 2004):

Responsible for building company's online brand through e-commerce

initiatives.

. Built the www.norwood.com brand, actively promoted the technology to

the customer base, and captured new customers by attending trade

shows, onsite client presentations, SEO activities and permission

marketing campaigns.

. Developed and deployed the industry's largest customer loyalty

program, Norwood Rewards, which captured 25% of the customer base.

Architected technology migrations from PHP to JSP and SQL to Oracle.

Manager, Norwood.com (April 2000 to July 2000):

Responsible for day-to-day management of Norwood's eBusiness department

including staff of five Associates.

Renaissance Publishing Co., Inc., Auburn, IN June 1997 to July 2000

Creative Manager (December 1997 to July 2000):

Responsible for the hiring, training and management of creative team of 15

Associates. Transformed department to better integrate with pre-press

technology to streamline processes and communication. Interfaced with

customers such as Walmart, Napa, Remington and New York Life on a daily

basis.

. Promoted to this role to turn around the creative department and make

the department more efficient and profitable.

. Reorganized, introduced new processes, conducted extensive training on

pre-press procedures, installed NT servers for the graphic artists,

and unified the creative and pre-press sectors of the company.

Successfully developed and implemented wed-based solutions that

expedited the proof approval process and reduced production costs and

time for client programs.

Graphic Artist (June 1997 to December 1997):

Responsible for the development of marketing promotions for Fortune 500

clients.

CS Kern, Inc., Muncie, IN October 1995 to November 1996

Designer/Digital Pre-Press Specialist:

Responsible for creation of marketing and sales materials for corporate

clients.

G.W. Bartlett Co., Inc., Muncie, IN February 1994 to October 1995

Director, Marketing & Advertising: November 1996 to June 1997

Responsible for all marketing and advertising initiatives in the United

States and Europe.

. Orchestrated the US and England operations, defined the formal

marketing strategy, advertising plan and customer relations approach.

. Worked with European affiliates in the development and distribution of

marketing campaign materials to be used world-wide in direct mail and

trade show campaigns.

DEPART. OF JOURNALISM, BALL STATE UNIVERSITY, Muncie, IN March 1992 to

February 1994

Office Manager, Secondary Educational Services:

Responsible for the management of SES at Ball State and the coordination of

five regional and national workshops. Managed a staff of four full-time and

10 seasonal Associates along with P & L responsibility of SES budget.

Department of Journalism, Ball State University, Muncie, Indiana

January 1996 to January 1997

Journalism Instructor (part-time):

EDUCATION

Ball State University, Muncie, IN

Master of Arts, Executive Development 1995

Bachelor of Science, Journalism 1992

HONORS

Standard of Excellence WebAward, Web Marketing Association 2005, 2006,

2007

Best of Business Website, Corporate Logo Magazine 2005

Indy's Best & Brightest under 40 Finalist, Junior Achievement 2004,

2005

Norwood Pyramid Award 2003

Supplier Web Award, Silver, PPAI 2003

Supplier Web Award, Gold, PPAI 2001

AFFILIATIONS

PPAI Professional Development Committee 2008

Board Member, Indiana PeopleSoft User Group 2007, 2008

Board Member, ePSA 2007, 2008

PPAI Technology Committee 2005, 2006, 2007

Indiana PeopleSoft User Group 2005, 2006

PUBLICATIONS

Balancing Act: Collaborating closely with the business to establish a

budget

Inside the Minds series, Cutting IT Costs, Aspator

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