Customer Service Sales

GUY J. MATHIEU

*** ***** ** ( So. Grafton, MA ***60 239-***-**** ( **********@*****.***

SUMMARY

Customer Service professional with significant experience in management

and administration for a large multi-national company. Direct Customer

Service operations which included domestic and export sales support

including call center management. Major strengths in employee training,

productivity improvement and cost reductions utilizing continuous

improvement. An effective communicator with excellent planning and

organization skills used in successful system development and upgrades.

Known for ability to build strong teams resulting in improved morale and

productivity improvement while lowering costs and providing excellent

service to our customer base.

Expertise includes:

Customer Service/ Training & Development

Training & Personnel Development

Process Re-Engineering & Improvement

Productivity Enhancement

Call Center Management

Project Management

Planning & Project Management

ISO 9001 & ISO 14001

System Conversions & Development

Pricing Administration

PROFESSIONAL EXPERIENCE

SAINT-GOBAIN ABRASIVES, Worcester MA

1976 - 2009

World's largest manufacturer of industrial abrasive products with sales in

excess of $1 billion.

Customer Service

. Managed Customer Service Consolidation including centralization of 5

satellite locations into a single center. Also managed several

earlier consolidations of separate locations into a single center to

simplify contacts and consolidate transactions.

. Directed Customer Service team of 8 - 13 exempt/ non-exempt associates

for $40MM division. Service team responsible for account base in

excess of 10,000 end use customers; 1000 industrial distributors and

125 field sales representatives.

. Created tools for measuring & monitoring individual and team

performance used to establish clear goals tied to appraisals and

compensation.

. Achieve a 78% reduction in disputed invoices thereby improving working

capital.

. Initiated service quality effort resulting in 50% reduction in

credits.

. Transformed department with low morale, high turnover and

interdepartmental strife into a technical and highly effective team

noted for achieving results, improving productivity, good morale and

zero turnover.

GUY J.

MATHIEU 239-***-****

Page 2

Project Management

. Managed the simultaneous system migration to SAP for 6 Customer

Service locations covering the full range of order to cash functions.

Successfully converted in record time with no disruption to business

operations or customers.

. Leadership role in the centralization of 5 separate Customer Service

sites into a single centralized location in Texas. Centralized into a

single operation to boost efficiency and lower cost.

. Managed 4 separate migrations of Customer Service functions to

another location covering unique brands with some special marketing

and customer considerations.

. Established a quality system which achieved ISO 9001 certification.

. Implemented an automated Price Contract system resulting in 35%

reduction in errors and 60% cost savings

. Completed cost analysis project used in re-engineering of price

structure to enhance competitiveness and profitability.

Training

. Trained department on Customer Service functions, SAP software,

Contract Pricing and Legal Compliance to Robinson Patman and Sherman

anti-trust.

. Documented Process flows and created Work Instructions to aid in

education and promote accuracy and consistency in operations

. Conducted sales training classes on Customer Service operations and

Pricing for groups of 5 or more via classroom setting.

PROFESSIONAL DEVELOPMENT

ISO 9001 Certification

ISO 14001 Certification

EDUCATION

BS Worcester State College, Worcester, MA - Summa Cum Laude

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