Customer Service Manager

Jon Mooney

Email: abpdmp@r.postjobfree.com

Address: *** ******** *****

City: Galloway

State: OH

Zip: 43119

Country: USA

Phone: 614-***-****

Skill Level: Management

Salary Range: $79,000

Primary Skills/Experience:

Sales Management Public Speaking Change Management Process Improvement

Educational Background:

Bachelors Degree, Finance and Business Management

Franklin University, 05/1994 - 08/1998

Columbus, OH

Job History / Details:

JON MOONEY

772 Graylock Court, Galloway, Ohio 43119 614-***-****

CANDIDACY SNAPSHOT

Champion short- and long-range strategic plans and projects to turn around performance. Display managerial courage, exceptional problem-solving skills, and the ability to forge sustainable change and continuous performance improvement.

Built a brand as a change agent by leading the change management process through partnership building, strategic planning, and business strategy consulting. Strategically oriented with the vision, innovation, and engagement to fuel results.

Proven leader and individual contributor who:

"O Drives sustainable top- and bottom-line improvements;

"O Recruits, trains, and coaches high-performance contributors;

"O Consults on Lean Six Sigma and change management opportunities;

"O Sponsors projects, spearheads key initiatives, and manages programs. Seasoned Project Leader, Proposal Developer, and Contract Negotiator

Identify Best Practices & Set New Performance Standards

Facilitate Customer-Centric Decision Making

Catalyst for Creativity, Change, and Continuous Improvement

Manage Individual Contributions and Team Leadership Accountabilities

CAREER HIGHLIGHTS

NEXEO SOLUTIONS LLC, formerly Ashland Distribution Dublin, Ohio 2009-present

Procurement Supervisor, Plastics Division

Recruited, based on seasoned team leadership skills, to steer 15-person group through operational uncertainties, and ensure focus on strategic initiatives, goals, and objectives. Conduct deep dives into forecasting, material availability, and critical supply chain issues, identifying and acting on opportunities to reengineer systems and facilitate Lean events. Hold full accountability for the procurement of $565M in plastic material for FY 2011.

Team Leadership Continuous Improvement Procurement & Supply Chain Business Leadership

o Regarded as a developer of talent and commended for showing an interest in employees career paths, providing constructive guidance, and demonstrating an open and available demeanor to facilitate dialogue.

{ When using talent development as an indicator of managerial proficiency, Jon rates as an exceptional managerK

o Leverage Lean Six Sigma and the A3 Thinking Model to fuel robust levels of change, providing the analysis and insight to pinpoint improvement opportunities, and creating the strategic plans to drive desired outcomes.

o Forge collaborative relationships with internal stakeholders, working with product line managers, planners, sales reps, plant managers, and customer service agents to maximize service and supply chain efficiencies.

o Led team through a reduction in force and restructuring, leveraging leadership strengths to overcome barriers to change, cultivate department-wide camaraderie, and secure renewed commitments to goal achievement.

NATIONWIDE INSURANCE Columbus, Ohio 1995-2009

Business Strategy Consultant, Private Sector Retirement Plans (2005-2009)

Created and maintained the Competitive Intelligence Center, a mission-critical business development tool, information repository, and go-to resource for Sales, Marketing, Operations, and Product Development. Facilitated in-depth onboarding and training for sales leaders, providing the competitor and market insight to fuel negotiations and key wins.

Project Management Change Leadership Data Analysis Competitive Insight Tool Development

o Spearheaded the development of a web-based information portalXhousing in-depth competitor and competitive landscape dataXaccessed on-demand by 100+ sales reps, product development associates, and project managers.

o Provided the analytical tools and resources to transition role into a more strategic endeavor, with the goal of leveraging competitor insight to envision and drive positive change in the development of products and services.

o Developed and delivered presentations to audiences of 300+, conducted training during regional sales meetings, and facilitated cultural transformation seminars as an ImagiNationwide Facilitator.

JON MOONEY

614-***-**** abpdmp@r.postjobfree.com

CONTINUEDK

Division Manager, Private Sector Retirement Plans (2003-2005)

Drove asset retention and revenue growth through management of 15 relationship managers and case administrators, coaching team on facilitating interactions with Third Party Administrators to secure and retain business. Trained internal stakeholders on customer experience initiatives including leveraging WebEx to enhance customer satisfaction.

Training & Development Relationship Management Continuous Improvement

o Sponsored CI projects to improve systems and increase efficiencies. Maintained project documents, defined scope, tracked milestones, and drove goal achievement, while motivating team to share the same resolve.

{ Jon lives the Nationwide Core and Performance Values each dayKvalues his associates, is highly customer focused, he acts with respect and is highly accountableKstrong leader and equally strong team member.

o Cut suspense account funds 90%+ by establishing key performance indicators, training team on best practices deployment, and ensuring expeditious and effective handling of non-automated plan administration concerns.

o Nominated and selected for the Nationwide Financial Leader Development Program, with recommenders citing managerial courage, coaching and motivational skills, spirit of innovation, and passion for strategic business goals.

Agreements Manager, Service Relations (2002-2003)

Improved ability to respond to RFPsXcompany had a 50% opportunity cost due to productivity and efficiency issuesXcreating proposal templates to steer thorough yet timely responses. Coordinated the information-gathering process, working with Marketing, Product Management, General Counsel, IT, and Operations to collect, align, and assemble data.

Continuous Improvement Change Leadership System Development Strategic Negotiations

o Designed an MS Access database to identify regional sales opportunities, define associated restrictions, and steer the new business development and solicitation process in both academic and healthcare channels.

o Reduced the Service Provider Agreement cycle by 73%, through implementation of key metrics to guide the entire process. Wrote sales proposals and negotiated contracts with vendors, school districts, and consulting firms.

Quality Development Manager, Annuities (2000-2002)

Led trainers and coaches in optimizing performance of a 220-person call center, directed talent acquisition and onboarding, and championed CI and QC initiatives. Centralized hiring to reduce burdens on managers and provide for cohesion of hiring practices. Panelist for OSU in creating front-line management course for customer service leaders.

Change Management Continuous Improvement Quality Control & Assurance Program Development

o Authored a comprehensive plan to win the Dalbar Service AwardXDirector thought this to be impossibleXand on development and implementation of system improvements and metrics, earned the award.

o Redesigned training program, trimming from 7 to 4 weeks and holding monthly versus quarterly, greatly improving consistency of training, onboarding of staff, and strength of the entire team.

Foundational experience with Nationwide as a Customer Service & Order Fulfillment Manager,

Call Center Service Team Manager, and Financial Services Representative.

MILITARY SERVICE

United Stated Marine Corps

Honorable Discharge 4 Years of Service Operation Desert Storm Silver Star Nominee

EDUCATION & TRAINING

B.S. in Business Management & Finance, cum laude Franklin University, Columbus, Ohio

Six Sigma White Belt - Kaizen Events - Cultural Transformation - Series 6 & Series 26 Licenses (inactive)

Technology Proficiency: MS Office, MS Project, SalesForce, SAP, BW, MLS

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