Customer Service Manager

Ken Webb Resume

Ken provided strong leadership even in times of

adverse conditions. His management skills consistently

Ken Webb delivered great service from his direct reports.

The bottom line - he'll get the job done with finesse.

2400 26th Ave S Minneapolis, MN 55406

~ Rhoda Bernstein, Marketing Director

M: 612-***-**** H: 612-***-**** [Colleague at PLATO Learning]

abqbt9@r.postjobfree.com

Business Operations Management Professional

Track record of propelling mission critical operations as both

a leader and individual contributor

Effective management of business operations, production and customer service teams assuring

maximum revenue recognition within complex, dynamic and fast-paced business environments. Thrives on

the adrenaline of assuring that immediate deadlines are met while remaining focused on long term goals.

CORE EXPERTISE AND VALUE OFFERED

Proven Operations Leadership Abilities Production-Workflow Planning and Project Implementation

Seasoned Management and Collaboration Skills Facilities, Systems and Logistical Management

Sales Support and Customer Service Delivery Personnel Management; Team Building & Mentoring

Problem Solving & Change Management Performance Evaluations & Objectives Development

Management of Multiple, Immediate Priorities Recruitment, Interviewing & Candidate Selection

Proficient with Computers, Software & Technology Functional & Labor Budget Administration

Adept in Microsoft Office Outlook Professional 2007, all Microsoft Office 2007 applications, Internet Explorer

through version 9 and Windows through Windows 7. Experienced in the use of PeopleSoft and Sharepoint.

Extensive experience in the planning and delivery of both tangible and non-tangible goods and services

Accustomed to planning for and consistently meeting firm deadlines and performance objectives

Trustworthy, Honest, Respectful, Genuine, Professional A Positive Manager with Integrity

CAREER HIGHLIGHTS

Assoc Customer Service Representative PEARSON VUE BLOOMINGTON, MN 2009 to Present

Manager of Order Fulfillment PLATO LEARNING BLOOMINGTON, MN 2002 to 2007

Managed production and customer service operations and a team of technicians responsible for revenue

recognition and the delivery and quality control of complex SAAS educational software product subscriptions

and licensure to US schools and school districts with individually customized requirements.

SELECTED ACCOMPLISHMENTS:

Managed production activities in excess of $80M annually achieving all quarterly revenue recognition goals.

Consistently met or exceeded 99% Quality, Customer Satisfaction and Service Level Agreement targets.

Served as Business Operations Team Lead in the design and implementation of a new product management

platform to replace all existing platforms, assuring the seamless delivery of $6.9M in orders the first 6 months.

Served as Team Lead on numerous other product and platform project teams.

Implemented new FSCM and CRM software (PeopleSoft/Oracle) and subsequent version upgrades (including

UAT facilitation) to replace existing, obsolete production/inventory management methods and systems.

Established policies, procedures and best practices relative to SOX reporting, FSCM and proprietary systems.

Co-Managed the strategic planning and relocation of a warehouse and fulfillment center from California to

Minnesota after PLATO Learning acquired Lightspan Inc. (received the PLATO Team Eagle Award in 2005).

Integrated delivery of numerous products inherited via acquisitions achieving maximum revenue recognition.

Co-managed the successful implementation of a cycle count program to eliminate annual physical inventory.

Designed and implemented production metrics monitoring and reporting to executive management.

Designed and implemented contingency plans for fulfillment in the event of systems failure.

Designed and implemented effective employee incentive programs.

Ken is a fair & balanced manager. Ken effectively communicates with all levels of management. Ken

thoroughly understood all aspects of his job and was always willing to step up and help out those who

may have needed assistance. ~ Jaramy Newkirk, Helpdesk Analyst [reported to Ken at PLATO Learning]

A

Ken is insightful, thoughtful, and focused on the best solutions for meeting customer and

company needs. His varied background gives him unique perspectives and a knack for

creativity. He's resourceful and prepares well when taking solid, calculated risks.

Ken is genuine. ~ Tom Colling, Senior Manager Treasury Operations [Colleague at PLATO Learning]

Ken Webb / Career Highlights Continued Page Two

WAREHOUSE MANAGER MAGNETIC POETRY MPLS, MN 2001 to 2002

Managed customer service and business operations and a team of six employees. Managed domestic and

international fulfillment/shipping operations and related budgets. Negotiated carrier and functional contracts.

SELECTED ACCOMPLISHMENTS:

Relocated warehouse operations into a new facility and set-up inventory storage, systems and equipment.

Negotiated with building management and contractors to coordinate operations in conjunction with major,

ongoing building renovations and negotiated for improved facility and systems.

Negotiated with vendor to replace dilapidated and inappropriate equipment without increasing costs.

Managed operations during the introduction of several new high-profile products.

ASST OPERATIONS MANAGER / CO-OWNER ROOTS & FRUITS COOPERATIVE MPLS, MN 1994 to 2001

Co-managed customer service and business operations and thirty five supervisors and employees for a

$16M/year employee-owned company. Company grew from $8M to $16M in annual sales during my tenure.

SELECTED ACCOMPLISHMENTS:

Co-managed facility relocation while providing uninterrupted services (6 months planning, 3 days execution).

Developed new policies, procedures and reporting tools to manage growth and track quality and productivity.

Introduced bin location system for over 3,500 products for improved operations and inventory management.

Designed and implemented OSHA training and certification programs and trained over 100 employees.

EDUCATION & LEADERSHIP

~ The University of Akron ~ Commercial Art ~

PROFESSIONAL DEVELOPMENT & LEADERSHIP ROLES

~ The American Management Association ~ Successful Project Management (2006) ~

~ CareerTrack/Fred Pryor (2003-2006): ~ Business Writing and Grammar ~ Communicate with Tact and

Professionalism ~ Assertive Leadership Skills ~ Managing Multiple Priorities ~ Dealing With Difficult People ~

~ Executive Member, Board of Directors ~ Seward Neighborhood Group (Mpls) ~ 2009 to Present ~

~ Volunteer ~ Joy of the People Soccer & Futsal Center (St. Paul) ~ 2009 to Present ~

I have received over 2 dozen endorsements from my colleagues on

www.linkedin.com/in/kennethwebb

Ken was extremely attentive to service levels, immediacy of action by his team, use of best practice

procedures by my team, and helped us inspire increasing sales, and responsive service. He organizes

and problem solves at a high level and is a positive leader and a friendly colleague.

~ Curt J. Herwers, Senior Sales Consultant [Colleague at PLATO Learning]

Ken facilitated the work-flow of getting customers their products and solutions in a timely

manner and brought a level of professionalism that made it easy for our Post Secondary team to

shine in the eyes of our customers. I would strongly encourage any organization looking for a

manager with Ken's focus on excellence to consider Ken as a top level candidate.

~ Charles Kennedy, Senior Account Executive [Colleague at PLATO Learning]

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