Customer Service Management
Resume:
LARRY NELSON
**** ******** **. • High Point, North Carolina 27265
336-***-**** • ****************@*******.***
SERVICE / OPERATIONS EXECUTIVE
Visionary, innovative, and collaborative executive with more than 20 years of experience in service
leadership delivering on strategic and financial goals. Superb manager of organizational
reengineering, known for building consensus around turnaround initiatives, operational process
enhancements, and culture reforms. Highly visible and motivational leader that will personally build
relationships with customers and ensure top quality service levels. Champion of strategic planning
and internal accountability, willing to enact sweeping changes to improve performance and propel
long-term growth. Seasoned in the oversight of key service delivery functions, order management,
contract negotiation, and P&L based performance metrics analysis.
Core Competencies
Operations Management • Organizational Leadership • Operational Turnaround • Strategic Planning
Cost Avoidance • Business Reengineering • Lean-Based Continuous Process Enhancement
Change Management • Contract Negotiation • Management by Objectives • Performance Review
Service Management • Field Service • Order Management • Technical Support • Parts Management
Staff Supervision • Industrial Manufacturing • Consensus Building • Acquisition Integration
PROFESSIONAL EXPERIENCE
CEFLA FINISHING AMERICA, High Point, North Carolina
North American arm of Italy-based Cefla, a producer of precision electro / mechanical equipment.
Director of Service • 2007-Present
Head the North American operations, facilitating customer order fulfillment in a timely, cost-effective,
and efficient manner. Align departmental operations with corporate financial and strategic objectives.
Oversee project management, logistics, laboratory operations, machinery rebuild, field service,
technical support, spare parts, and subcontractor contractual relations. Interface with customers
during the negotiation process and throughout the production and delivery stages. Manage and
motivate a management team, overseeing 20 direct reports in addition to 20+ service providers.
Operational Highlights:
• Built internal consensus around a significant organizational reorganization.
• Created a goal-driven culture through a formal annual objective setting and monitoring process.
• Introduced a performance-review process to instill accountability into the management team.
• Relocated and consolidated 3 wholly owned units into one 150,000 square foot operation.
• Dramatically improved customer service and satisfaction by reorganizing the project
management function, using an innovative scheduling and documentation system.
• Reduced overdue customer receivables by 30%.
Financial Highlights:
• Improved customer quote accuracy and added $1 million in company profitability by creating a
system to monitor and analyze and reduce installation costs.
• Grew billable service volume 45% and profits 32% using field staff and third party service
providers.
• Accelerated labor productivity while reducing labor expense by 20%.
Resume
LARRY NELSON • Page 2 • ****************@*******.***
BALDWIN OXY DRY, Lenexa, Kansas
Global manufacturer of auxiliary equipment, targeting the printing industry.
Director of Service • 2006-2007
Oversaw the execution of $100,000+ customer installation projects, ensuring optimal service and
customer satisfaction. Supervised the project management, field service, spare parts, and technical
support operations. Negotiated contractual terms with customers and subcontractors. Assured
satisfactory resolutions to customer questions, issues, and service problems.
Specific Highlights:
• Produced financial results 40% ahead of objectives within 6 months of employment.
• Streamlined the project management function through scheduling and organizational reforms.
• Transferred support operations from Connecticut to Kansas under budget and 25% ahead of
schedule.
• Championed a produce support network in response to minimal organizational engineering and
product support capability.
QUAD TECH, Sussex, Wisconsin
A 600-employee, equipment manufacturing unit of North American printing leader, Quad Graphics.
Director of Global Service • 1992-2006
Led a global service organization of more than 100 personnel, delivering annual revenue of $21
million across North America, Europe, Brazil, India, Japan, and Singapore. Directed all activities
within field service, parts, order management, technical support, and training. Promoted customer
interests as an integral piece of the company strategy, incorporating customer requirements into
annual planning and daily operations. Analyzed key metrics to ensure fulfillment of short and long-
range objectives. Directly supervised and developed 10 department managers.
Specific Highlights:
• Fueled annual customer service revenue expansion of 15% in a slowing printing industry.
• Remedied remote office inefficiencies, producing triple digit income growth to $3.25 million.
• Improved service levels and operational consistency by merging 5 European operations into 1.
• Appointed a new service head in Japan to improve focus on customer needs and profitability.
• Drove service efficiencies using Kaizen methodology, lean techniques, and Value Stream
Mapping.
• Propelled volume by expanding same-day fulfillment to 87% and inventory turnover to 3x.
Early Career (Details on Request):
• Service & Training Manager, QUAD TECH (1987-1992)
EDUCATION
Master of Business Administration in Leadership
St. Joseph College, Standish, Maine (Partial Program Completion)
Bachelor of Arts in Management
Ottawa University, Ottawa, Kansas
Associate of Arts and Sciences in Electronic Servicing
Waukesha County Technical College, Pewaukee, Wisconsin
Resume
Contact this candidate