Customer Service Manager
Resume:
Leonard Stires
Email: *********@********.***
Address: *** ***** *** ****** *** K307
City: Quakertown
State: PA
Zip: 18951
Country: USA
Phone: 267-***-****
Skill Level: Management
Salary Range: 100
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Leonard Stires
481 S. 9th Street
Apartment K307
Quakertown, PA 18951
*********@********.***
Summary of Qualifications
Management experience. Seven years of Management experience at a Fortune 500 owned company.
Financial Understanding. Customer Service was responsible for a $14M business unit, which profitability increased from 5.6% to 42%. Systems Operations responsible for a $50M business unit and reduced costs by 15% by implemented improved work processes.
Process oriented. Formal certifications in Standard Work (SW), Transactional Process Improvement (TPI), and Value Stream Mapping (VSM) that were used to increase department efficiency and profitability.
Computer experience. Knowledgeable on Excel, Word, Visio, Oracle, Power Point, and Microsoft Project.
Experience
Director of Systems Operations, Accu-Sort Systems, a division of Datalogic, Telford, PA, July 2011 - present.
Coordinate the team to deliver systems for our customers that are On-time and under budget
Work with the team to develop SWK to be able to track projects through the life-cycle and be able to have better predictability with the results
Manage the team and hold them accountable for the results of the systems business
Provide vision to the team and growth path within Accu-Sort
Director of Service and Support, Accu-Sort Systems, a division of Danaher Corporation, Telford, PA, May 2009 - July 2011.
Managed the financials of the Customer Service organization to ensure profitable goals are achieved. Created budgets, monitored expenses, and implemented cost saving measures to improve profitability.
Defined the future state of the Service organization in relation to geographic expansion based upon sales forecasting.
Mananaged five direct reports that had a total of 25% of the computer reporting to them.
National Customer Service Manager, Accu-Sort Systems, a division of Danaher Corporation, Telford, PA, November 2007 - May 2009.
Directed and coordinated the efforts of the global field service organization in delivering world-class customer service.
Developed a series of Key Process Indicators (KPI) based upon Voice of Customer (VOC) feedback.
Facilitated Kaizens in the Customer Service area to improve processes and reduce waste.
Leonard Stires
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Application Engineering Manager, Accu-Sort Systems, a division of Danaher Corporation, Telford, PA, August 2005 - November 2007.
Managed, motivated, and trained the Application Engineering staff.
Monitored engineering documentation updates and changes.
Ensured all of the responsibilities of the Application Engineers are performed.
Developed metrics to measure the success of the Application Engineering Staff.
Facilitated Kaizens in the Engineering area to improve processes and reduce waste.
Provided input to R&D on what features our new products required to be competitive.
Application / Project Engineer, Accu-Sort Systems, Telford, PA, November 1996 - August 2005.
Managed multimillion dollar projects from the point of sale to acceptance of the system.
Worked with the sales department to provide the customer the best solution for their customer's business needs.
Designed custom barcode scanning systems based on customer requirements that included custom mounting structures, custom wiring diagrams, and functional specifications.
Designed and documented installation and test procedures.
Electronics Technician, -Accu-Sort Systems, Telford, PA, November 1992 - November 1996.
Helped customers and service technicians troubleshoot equipment over the phone.
Installed and repaired barcode scanning systems.
Trained customers to repair Accu-Sort's products.
Configured barcode scanners to meet the customer's needs.
Repaired laptops, ordered tools, and called customers for a follow up after a service tech had been at their facility to see how they rated our service.
Education
B.S in Management, targeted December 2013, DeSales University, Center Valley, PA
A.S in Electronics, November 1992, Lincoln Technical Institute, Allentown, PA
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