Customer Service Manager
Resume:
Monique E.J. GOOSSENS
Palos Verdes Estates, CA 90274
****@***.***
Effective Project Manager in a fast-paced technology environment offering a
proven track record in driving growth by emphasizing Customer Service,
Sales Negotiation and P&L responsibility.
V Strength in building teams that value cross-functional working
relationships.
V Excel at pricing strategies and contract negotiation.
V Skilled at streamlining internal processes for efficiency and
profitability.
Experience
Teledyne Microelectronic Technologies, Los Angeles, CA - Program/Product
Line Manager 2003-2010
Managed various programs and contracts from infancy to
completion; guiding new opportunities and new customers through the
company's engineering and manufacturing cycle, on time and on budget.
Contracts were both in the commercial and government arena. Focal
point for the customer; coordinated internal resources such as
engineering, production, finance and legal departments. Ensured
follow-up on new and ongoing business opportunities.
Established new direction for one of five Product Lines and grew the
Medical Product Line (which provided electronics for pacemakers,
defibrillators and hearing aids) into a profitable business by
expanding customers, establishing new programs with existing customers
and developing a "brand" name within a conglomerate. Led a team
doubling the business in three years to $20 million.
. Responsible for business development and customer satisfaction.
. Developed pricing strategies and negotiated multi-year contracts,
including terms and conditions.
. Managed internal staff, consisting of Program Managers and
Engineers.
. Coordinated with other resources in the company, including
Manufacturing, Quality, Finance, and Legal.
Teledyne Microelectronic Technologies, Los Angeles, CA - Program Manager
2001-2002
. Managed various programs.
. Turned a problematic customer program into a long-term profitable
production program.
. Coordinated efforts with internal resources, such as Engineering,
Manufacturing, Quality, Finance and Legal.
Teledyne Relays, Hawthorne, CA - International Inside Sales Manager 1993-
2000
. Managed and directed the inside sales staff for electro-mechanical
and solid state relays for domestic and international sales.
. Aligned inside and outside sales teams, including sales managers,
manufacturer's reps, and distributors in the U.S., Europe and Asia,
as well as special requirements with the engineering, production,
finance and legal departments.
. Developed distributor programs to facilitate market penetration.
. Developed pricing strategies.
. Negotiated multi-year contracts with major customers.
. Reviewed and approved contract terms and conditions.
. Developed a company-wide compliance program instrumental in
obtaining ISO 9001 certification.
. Developed secure easy electronic customer access to pricing,
delivery and marketing reports.
Inet, Torrance, CA - Manager Customer Service 1984-1993
. Managed and directed after-market activities, including maintenance
agreements, spare parts, warranties and repairs for domestic and
foreign customers, both commercial and military.
. Responsible for annual sales of $10 million in a $50 million
company.
. Doubled the sales for Maintenance Agreements to 6 million dollars by
introducing multi-year, multi-option agreements.
. Improved customer service, reduced costs and increased margins.
. Negotiated major contracts and supervised negotiations of others.
Education Vlaamse Economische Hogeschool, Brussels, Belgium, Bachelors
Degree, Economics/Business Administration.
Seminars Pricing for Profitability, The John E. Anderson Graduate School
of Management at UCLA; The How of Customer Service, Wilson
Learning; How to Build and Improve Customer Service, Fred Pryor
Seminars; Keeping Your Customers Satisfied, Dun & Bradstreet
Business Education Services; AMA Business Courses; Leadership
Development Program, Center for Creative Leadership; Export
Fundamentals, Department of Commerce.
Languages Flemish (Dutch), French, German, and some Italian.
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