Customer Service Manager
Resume:
Michael A. Kaess
Eagan, Minnesota 55123
******@*******.***
CAREER OBJECTIVE
A challenging leadership and mentoring position; utilizing my background in strategic sales and organizational
leadership/management; external as well as internal negotiations.
EDUCATIONAL BACKGROUND
June 15, 1999 Bethel College, St. Paul, Minnesota.
Master of Arts Degree in Organizational Leadership.
June 2, 1994 Bethel College, St. Paul, Minnesota.
Bachelor of Arts degree in Organizational Studies. PACE
Program.
1972 - 1974 Inver Hills Community College, Inver Grove Heights,
Minnesota. Two years of general studies in Liberal Arts.
PROFESSIONAL EXPERIENCE
1973 - Present United Parcel Service, Minneapolis, Minnesota
Director of Strategic Account Sales
2007--Present
Managed and mentored seven Strategic Account Managers
the retail sector and high tech sector with accounts totaling over $500
million in annual revenue. Bronze UPS World Champion for 2008
Director of Sales.
Strategic Accounts Manager
1994 – 2007
National Accounts Manager of the year for 1998. Accounts gained
over 25 million dollars of new business in 1998. Manage the largest
strategic accounts with corporate offices in Minnesota. I have worked
the following accounts; Patterson Dental Company ; TDA of
inbound/outbound to manage JIT, S&OP, reduce number of DCs and
SLA. Red Wing Shoe Company ; Set up trade direct service/DC by-
pass from China factories direct to big box stores and to their
owned/franchised stores; opened 3pl distribution in Japan and
coordinating their IT E-commerce group with UPS technological web
presence for JIT and complete supply chain visibility. Deluxe
Corporation ; developed new service to meet customer’s needs and
cost containment. Coordinated their IT with our solutions group to
give up to date tracking information at the tip of their CSR’s fingers,
email notification to end customers and setting up e-billing to help
improve auditing of bills. I am responsible for negotiating the multi-
million dollar small package rate agreements, consulting supply
chains and maintaining customer satisfaction with our customers.
Manage over 145 million dollars of annual business small package
and supply chain. Negotiate internally as well as externally.
MaxiShip/MaxiTrac Strategic Systems Manager,
1992 - 1994
Coordinated and organized the demonstration, selling, and
installation of a package processing/tracking hardware/
software computer system. Provide technical consultations
to streamline customer’s operations. Accounts gained over
2.5 million dollars of new business in 1993.
Customer Service Telephone Center Supervisor,
1992
Trained and supervised fifteen (15) full-time telephone
representatives in the Minnesota District Customer Service
Telephone Center.
Special Assignment,
1991 - 1992
Liaison between UPS Corporate offices (Atlanta, GA) and UPS
Information Services offices (Mahwah, NJ) in the development and
distribution of software for customers to use in tracing and tracking
packages from their own computer systems. I managed the fulfillment
process of printing of manuals, coping diskettes and distribution to
customers.
Senior Account Executive,
1990 - 1991
Responsible for maintaining and growing business at sixty (60) of the
largest customers in the Minnesota District. Accounts gained over 1.1
million dollars of new business in 1991.
Account Executive,
1989
Responsible for five hundred (500) medium to small
customers making sure customers were satisfied with our
service.
Package Car Driver Supervisor, Preload Supervisor, Local Sort/Car
Wash Supervisor, Package Car Driver, Lead Preloader – Preloader .
1973 - 1989
Operational positions, loading, driving, supervising part
time employees, managed full time drivers.
OTHER INTERESTS
1996 - Present United States Soccer Federation
Certified Referee for centering adult amateur, college, and
high school level soccer games.
1995 – Present National D License, Paid soccer coach/trainer at Valley United Soccer
Club in Apple Valley, Minnesota, Lakeville Soccer Club, Lakeville,
Minnesota and Eagan Soccer Club, Eagan, Minnesota.
VOLUNTEER SERVICE
2000 - Present United States Coast Guard Auxiliary
Volunteer organization working towards educating the boating public
on boating safety; Instructor and past-elected official in a leadership
position.
1981 - 1992 Church school teacher at Westminster Presbyterian Church,
Minneapolis, Minnesota. Served on Church School
Committee on two different occasions in 1985 and 1991.
Contact this candidate