Customer Service Manager

Dan Runhaar

*** ******* *** #11-303-***-****

Goleta, CA 93117 *******@*****.***

SUMMARY

Professional with extensive experience taking software products from conception to implementation, including gathering

customer requests and converting them into detailed specifications.

Experience in creating and tuning organizational structure, processes, and software development life cycle.

Quick assimilator with extensive technical expertise and strong communication skills who thrives in fast paced team

environments.

Key competencies include:

Project Management

Organizational Re-Structuring Team/Department Management

Lean Methodologies

Process Improvement Systems Analysis & Design

Leadership & Coaching

Business/IT Alignment Budgeting & Strategic Planning

PROFESSIONAL EXPERIENCE

7/06 – 5/09

evolucion innovations Inc. (evo), www.evogear.com, Seattle, WA

DIRECTOR OF OPERATIONS, 3/08 – 5/09

Planned and managed build out of company’s first Distribution Center housing over 14,000 unique skus in a

42,000 sq ft facility. Strategic and tactical management of IT and Supply Chain departments.

Designed organizational structure and performed all hiring as interim DC manager before training

new DC manager to oversee day to day operations

Reduced DC transaction costs more than 20% within 6 months of opening new DC

Headed scoping, selection, and implementation of Warehouse Management System

SR. MANAGER OF OPERATIONS, 9/07 – 3/08

Strategic and tactical management of IT, Supply Chain, Design, and Customer Service departments.

Reduced costs and improved customer service levels through standardization, training, and organizational restructuring

Improved customer satisfaction through project analysis and management of all IT projects

SR. MANAGER OF TECHNOLOGY & DESIGN, 7/06 – 8/07

Strategic and tactical management of IT and Design departments.

Reduced % of IT resources spent ‘keeping the lights on’ enabling more strategic IT activities within the b usiness

Developed and incorporated new Personal Development Plan which was adopted by all of evo for employee reviews

Increased system uptime and peak season readiness through Disaster Recovery Planni ng & implementation

Improved design team performance through project management implementation and introduction of Creative Brief to

gather requirements

5/06 – 7/06

Runhaar Consulting, Denver, CO

TECHNOLOGY CONSULTANT (working with evo)

Developed and Implemented Information Technology Strategy, Alignment, and Prioritization

Designed, implemented, and managed project planning and prioritization providing increased visibility,

alignment, trust, and on-time project delivery

Implemented project management practices resulting in on -time and on-budget projects that met business requirements

4/03 – 4/06

eBags Inc., www.ebags.com, Greenwood Village, CO

PROJECT MANAGER, 9/04 – 4/06

Manage multiple projects and pipelines simultaneously while implementing a new project management office

Performed project resource estimating, budgeting, planning, scheduling, tracking, and reporting

Collaborated with customers to analyze product improvement areas and incorporate requirements into

features for future releases

Managed full life-cycle product deployment utilizing internal, external, and customer teams

Dan Runhaar 2/2

Developed process for executive evaluation and prioritization of enterprise-wide projects

Documented detailed functional specifications and recommended application design, technology

implementation, and business process to meet end-user demands

Provided consistent on-time IT project delivery with high customer satisfaction for the first time since

the companies’ inception (1999) through project management office implementation

Managed deployment of multiple international ecommerce websites for internal and external customers

WEB APPLICATION DEVELOPER, 4/03 – 9/04

Implemented new web applications after gathering system requirements from business sponsors while troubleshooting

and maintaining current applications.

Led deployment and support of software used for all search and navigation across all eBags’ sites

Managed and led development of major website rewrite providing vastly improved customer functionality

Decreased time to market for new web sites through Site Expansion re -architecture project

Increased functionality and efficiency of merchandising administration through process analysis

and application rewrite in C#

8/99 – 8/02

PricewaterhouseCoopers, Charlotte, NC

INFORMATION TECHNOLOGY CONSULTANT

Provided IT consulting, development, training, and team management for Fortune 500 and Fortune 100 clients.

Saved client $150,000 per each new business unit web site integration through extensive portal

development training and evaluation

Increased Fortune 500 company web site up -time from 5% to 99% in 6 weeks through complete

web site redevelopment using Java, ASP, and SQL Server

Built and implemented global portal architecture using Plumtree, ASP, XML, and SQL Server allowing

expansion of a Fortune 500’s web site and providing system failover

Decreased capital work order accounting time 75% and errors 50% by development of an ASP

based web data verification application

Increased new hire’s technical abilities through development and instruction of course materials on the

following: Java, EJBs, servlets, SQL, Oracle, UNIX, JavaScrip t, CSS, DTD, XML, XSL and CORBA

Increased Fortune 500 company web site functionality 25% in 3 months through brainstorming, client

interviews, analysis, design, and management of ASP programmers

5/98 – 8/98

Discover Financial Services, Riverwoods, IL

SYSTEMS ANALYST

3/97 – 5/99

Viz Lab, West Lafayette, IN

SOFTWARE DEVELOPER

5/97 – 8/97

AbiliTech Inc., Philadelphia, PA

TECHNICAL SPECIALIST

TECHNICAL SUMMARY

Software Proficiency eBizNet WMS, Endeca Infront, MS Office, MS Project, NetSuite, SQL Server, MS Visio

Prior Coding ASP, C++, C#, Cold Fusion, CSS, HTML, Java (incl. Servlets & EJBs), JavaScript,

Experience Perl, SQL, SSI, vb.net, VBScript, XSL, XML

EDUCATION

B.S., Industrial Management/MIS Purdue University West Lafayette, IN

PROFESSIONAL AFFILIATION

Project Management Institute (PMI) Member

GrowthWave IT Leadership Forum Member

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