Customer Service Manager

John J. Lloyd

*** ****** ****, ****** ****, CA **404 . **********@***.***

Phone 650-***-**** . Fax 650-***-****

Account Management . Customer Service . Business Development

Personal Statement

Entrepreneurial leadership experience in account management, customer

service, business development, contract negotiations, branding strategies

and product management in high technology, financial and internet media

environments. I provide a seasoned and creative, 360 degree approach,

ensuring delivery of maximum market share, optimum revenue, sustainable

margins and the highest possible level of customer satisfaction.

Professional Skills

B2B, B2G & B2C Sales . Key Account Management & Retention . Contract &

Price Negotiations . Strategic Planning & Growth Strategies . M&A Support

. Change Management . Customer Relationship Management Tradeshows &

Public Relations . Training & Development . Program Management . Business

Development

Customer Service Operations . Spare Parts and Consumable Programs . ISO

Certification . Data Mining

Professional Experience

Waco Filters, Hayward, CA, 2010 to present

Sales, Bay Area and National Accounts

Direct and Channel Sales of Commercial Air, Liquid and Gas Filtration

Solutions

. Custom engineered products and solutions for OEM applications.

. Provide support and increased product portfolio awareness in our existing

customer base.

. Increase channel sales and distribution through growth opportunities.

. Develop LEED product inclusion in support of certification and green

initiatives.

. Support the Healthcare, Pharmaceutical & Commercial Real Estate

industries with air sterilization solutions that help eliminate Sick

Building Syndrome and other IAQ issues.

. Provide HEPA solutions to the Semiconductor, Healthcare and Manufacturing

industries.

Media Marketing, Foster City, CA, 2006 to present

Sales and Marketing Solutions Manager

Sales Strategies, Visual Marketing, Customer Relationship Management &

Public Relations Solutions

. Over 150 training sessions recorded live, edited and produced for Kaplan

University.

. Visual marketing collateral for small business owners; on-line, print &

commercial advertising.

. Confidential sales strategy & product positioning support for domestic &

international clients.

. Architect of custom Customer Relationship Management (CRM) & Product &

Services Sales Training.

. Conduct training seminars on the business aspects and benefits of Social

Networking, Internet Marketing and Search Engine Optimization.

Applied Materials, Santa Clara, CA, 2000 - 2005

Global Product Manager 2004 - 2005

Sales, Training and Marketing support for WW Semiconductor Manufacturing

Process Kit programs

. Start Up Organization - Provided support for programs sales, gross margin

metrics and revenue forecast as well as the top down and bottoms up

negotiations for the Annual Operating Plan including product performance,

market share improvement and product sales, down to customer level.

. Conducted training workshops in North America and Singapore on product

positioning, value proposition, and operational procedures for all

Consumable Process Kits.

. Managed the production of Product Catalogs, Print Media, Film and Video;

all Marketing Collateral including Content, Video, Still Photography and

Graphics and Voiceovers.

. Responsible for tradeshow multimedia display for Semicon Japan and

Semicon West as well as scheduling, training, logistics and resource

coordination.

. Achieved strategic product penetrations of consumable parts contracts at

Intel and Samsung in collaboration with corporate business management and

regional account teams in Europe, Asia and North America.

Global Product Manager 2003 - 2004

Program Management, Product Marketing, Sales of Parts, Consumables &

Customer Services

. Manager for the largest customer services revenue stream for this Fortune

500 industry leader with annual revenue of over $700M.

. Redefining the value proposition of existing products improving gross

margins resulting in an increase of over $60M annually for domestic and

international accounts.

. Improved product performance through improved inventory strategy and

supply chain management lowering inventory cost approximately $160M.

. Developed a program to capture non-contract parts and consumable business

with estimated annual revenue of over $120M while creating a 30%

improvement in world wide market share.

Services Program Manager 2001 - 2003

Sales, Marketing, Business Manager of Global Photo Lithography Customer

Service and Spares solutions

. Developed and implemented a suite of service, parts and consumable

offerings increasing revenue worldwide from $40M to over $100M with gross

margin improvements of nearly 80%.

. Conducted product and sales training workshops in North America, Japan,

Korea, UK and Germany focused on product positioning, long term service

strategy, value matrix, and implementation for all Customer Care options

and Services.

. Achieved strategic product penetrations at IBM, Intel, DuPont and

Photronics providing significantly improved revenue preservation and

skilled labor retention during downturns.

. Manager of global services team responsible for programs, sales training

and support, data mining, deliverables, value propositions, "best known

practices", Product Life Cycle, ISO standards/compliance and master

pricing of parts and services in Oracle.

Applied Materials, Santa Clara, CA

Etec Systems, Hayward, CA

Senior Account Manager 1995 - 2001

*ETEC acquired by Applied Materials in 2000

Domestic & International Sales of Photo Lithography Hardware, Software &

Customer Service Solutions

. Account Manager/Team Leader for the largest multi-system, international

sale of hardware, software, performance upgrades and service solutions in

the history of the company over $23M.

. Strategic and Key Account Management - 100% Marketshare at Intel, IBM,

Motorola, Northrop- Grumman, Department of Defense, Hewlett Packard, Align-

Rite, Harris and Compugraphics.

. Hosted events at Maskmakers User Group Symposiums, Semicon West,

Worldwide Sales conferences and Bay Area Chrome Users Group conventions.

. Member of product positioning, value matrix and lifecycle management

committees as well as the transition team - change management from Etec to

Applied Materials culture and business processes.

. Graduate of the Miller Heiman Large Account Management and Strategic

Selling programs.

Service Manager - Sales of Customer Service Solutions and Management of

Customer Support Engineers

. Responsible for customer service issues at all West Coast installations

including safety, customer satisfaction and the coordination of logistics,

application support, system upgrades, preventative maintenance and down

support.

. Manager of 12 Field Engineers responsible for all aspect of there work

activities and performance including scheduling, training, career

development, crisis management and customer relations.

. Achieved some of the highest Customer Satisfaction rating surveyed among

our worldwide installed base for both Account and Service management.

. Worked to achieve strategic service penetration at Align-Rite providing

the necessary improvements in customer relations that lead to largest sale

noted under account management key contributions.

Endorsements

"I have known John for over seven years and have had the pleasure of

working with him both as his manager and as a colleague at two

different divisions of Applied Materials. John is exceptionally

creative and has the ability to capture customer service requirements

and turn them into profitable service offerings. At ETEC for example

John developed a portfolio of service contracts that not only enabled

us to retain our service revenue during our longest industry downturn,

but actually grow it by 25%. John is also very skilled at developing

marcom materials of all types and managing complex projects to

completion

January 27, 2008 - Joe Cao, General Manager, Customer Service ETEC,

Applied Materials

"I very much enjoyed working with John at Etec systems. While some

Account Managers concentrated exclusively on the "quota" part of their

job, John always partnered with the Customer Service group to ensure

that his customer's needs were well understood and that the customer

got the best possible service from us. This well balanced approach to

Account Management led to excellent long term relationships with his

customers and many repeat sales of equipment

February 3, 2008 - Melissa Ellis, Vice President, Customer Support, Etec

/Applied Materials

"John is a resourceful and creative individual with vast experience in

service, sales and marketing. Combined with his technical expertise, he

was a key contributor in launching a new service offerings strategy

that satisfied our customer's needs while generating sustained service

revenue for the organization. My interactions with John were always

positive and rewarding."

September 17, 2009 - Stephen Chinn, Technical Support Manager, Applied

Materials

"John has produced the video record for numerous sessions of my

instructional class presentations using his state of the art equipment.

This combined with his eye and ability to understand what the end

product is meant to convey convinced me to hire him for my company for

photographic work and rto ecommend his services to all my agents. John

is not just a photographer, he takes the time to understand what it is

the client is trying to present and how it will be received by the

consumer."

September 17, 2009 - Alan Bernardi, CEO & Broker, Dolphin Real Estate

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