Manager Customer Service

KENNETH SULLIVAN

Email: abqjfk@r.postjobfree.com

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

City: Nashua

State: NH

Zip: 03062

Country: USA

Phone: 603-***-****

Skill Level: Director

Salary Range: $90,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

KENNETH G. SULLIVAN

84 Stillwater Drive

Nashua, New Hampshire 03062

abqjfk@r.postjobfree.com

603-***-**** Mobile

Summary of qualifications

32 years of management experience in a Fortune 500 company with a history of continuous advancement and increased responsibility.

Combined professional experience in Software Manufacturing, Distribution, Sales Purchasing, Production/Inventory Control and Employee Development.

Cum Laude graduate of Northeastern University with a B.S. in Business Administration.

Solid organizational skills with the ability to influence, motivate and manage people to achieve a common set of goals.

Work experience

PNSK Inc. 2006-Present

President

Owner and operator of 2 Verizon Wireless Communication stores. Provide consultation service plans for both B2B and consumers. Purchased first store in Andover, Ma. in September of 2006. Opened the second store in Hudson, NH. in June of 2007.

Representative of Contractual obligations with Verizon Wireless Corporate, ensuring compliance with all consumers.

Continuously striving to recruit and retain top-tier consumers through innovative and strategic marketing programs.

Accomplishments

Profitability increased by 35% yr. over yr. Customer Satisfaction was 95.4% versus the national average of 78.3%.

Sold the businesss in October of 2012.

DIGITAL EQUIPMENT/COMPAQ/ H.P.CORPORATION 1977- 2005

World Wide Business Manager (1994-2005)

Software Publishing Services

Managed a world wide Software Supply Chain Outsourcing Service. The service components include Software Manufacturing, Lifecycle Management, Product Acquisition and Sourcing, Assembly, End User and Bulk Order Fulfillment and Consulting. Product delivery includes the infrastructure to support both physical and electronic methodologies.

Directly responsible for Sales, Client Delivery, Legal, Financial and Service Delivery Performance and Customer Satisfaction.

Developed key strategies and implement program plans to support delivery goals, revenue and margin growth.

Accomplishments

Business unit was formed in 1994. Revenue grew from $3million to a high of $60+ million. Consistently achieved 15% PBT.

Responsible for direct negotiation of multi-year outsourcing contracts with Fortune 500 companies in excess of $200 million.

Implemented business and systems infrastructure in support of global delivery sites in the U.S., EMEA and Asia.

90% retention of Full Service Clients. 4.6 Customer Service rating based on a 5.0 Lickert scale.

Consistently achieved 99.8% delivery performance in conjunction with increasing inventory turns while reducing our customers obsolescence.

Manufacturing and Logistics Business Manager (1988-1993)

Responsible for managing from start-up a Software Manufacturing and Order Fulfillment operation. This operation specialized in on-demand production of software and documentation to satisfy customer revenue orders.

Provide direction, motivation and development to a staff of six highly trained and challenged managers who are responsible for 200 employees performing Mfg, and Order Fulfillment, New Product Introduction, Materials, and Purchasing.

Implemented and maintained ISO 9000 certification and SPC systems, used JIT, TQM process improvements and employee involvement techniques to drive business goals.

Accomplishments

Eliminated $3 million in obsolescence

98% ship to commit date

Reduced cost of goods sold by 45%

Distribution Manager (1983-1987)

DecDirect Distribution

Manage a high volume three-shift Order Fulfillment operation which included the picking and packing of orders, kitting, and storage. Responsible for Order and Inventory accuracy, cycle time, employee development and process improvements. 130+ employees.

Accomplishments

75% increase in productivity, 99.4% order accuracy, 95% increase in ship to commit.

Senior Distribution Analyst (1980-1982)

Distribution Supervisor (1977-1979)

Education

NORTHEASTERN UNIVERSITY Boston, MA.

B.S. Business Management, Graduated Cum Laude in 1985.

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