Customer Service Manager

Steven D. Peters

*** **** ****** ** *******, IA *0677 319-***-**** *****.******.****@*******.***

Senior Operational Leadership

Results-oriented and knowledgeable Operations Executive offering experience with in-house operations and off-site initiatives. Confers with ownership to plan business objectives and develop organizational policies. Coordinates functions and operations between divisions and departments, and reviews all activities and financial statements to determine progress and implement corrective measures. Demonstrates outstanding estimating abilities to confidently market organizational services and achieve strong business growth. Reviews and recommends project decisions regarding technical approaches, cost, scheduling and performance. Analyzes workload and resource constraints to develop optimal utilization of internal staff and subcontractors. Provides exemplary skills in building new business relationships and strengthening/increasing current accounts. Promotes clear and concise communication to strengthen customer engagement and heighten staff performance. Technical expertise includes advanced problem-solving skills, management of multiple projects with multiple priorities, facilities layout and design, and plant engineering. I excel in plant operations cost reduction and efficiency enhancements as part of a continuous improvement process, creating a buy-in of key staff members to production objective and always maintaining a safe work environment. Additionally, I have the ability to manage these large-scale projects while producing the deliverables within time and budget constraints. My engineering management experience ranges from managing new product introductions from the original design to the production floor to building factories from the ground up.

Offers strong abilities within sales and communication, consistently collaborating with all internal and external stakeholders to ensure cross-functionality and quality at all levels.

Consistently achieves organizational goals through market development, and accurate strategic planning and estimating, immediately addressing concerns and properly allocating staff, technological and corporate resources.

Demonstrates solid business acumen and leadership, monitoring performance throughout all organizational levels, and developing policies designed to communicate and meet corporate growth expectations.

Proven Profit-Building Capabilities

Project Management Operations Management Construction

Team Leadership / Training Customer Service Sales / Marketing

Manufacturing Management Consultation Negotiation

Resource Allocation Plant Engineering Facilities Management

Professional Career History

Modern Builders, Inc., Janesville, IA 2007-2016

CHIEF OPERATING OFFICER / PROJECT MANAGER

Direct all sales, operations and financial invoicing for the design-build general contracting firm valued at $35M. Manage the tasks and performance for all staff engaged in construction projects, including project managers, field personnel and administrative teams. Retain accountability for business development initiatives, fiscal management and forecasting, long-range strategic planning, project schedules, completion and customer delivery, and cost control.

Manage all human resource functions, including staff accountability for individual and team performance, staffing and resource allocation.

Ensure all safety procedures and regulatory compliance.

Collaborate with clients to maintain continued satisfaction and resolve issues expediently.

Represent the organization at industry and civic events, playing a key role on associated boards and committees comprised of business representatives, professional delegates and charitable groups.

Point Builders General Contractors, Cedar Falls, IA 2004-2007

GENERAL MANAGER

Delivered optimal leadership within sales, operations and billing for the Cedar Falls branch office of a $15M general contractor.

Developed the branch to more than five times its original size within three years, and achieved record sales and earnings for 2006 and 2007, bringing the organization from the brink of closure to the number one branch in the company.

Drove sales and marketing campaigns, utilizing every aspect of business to business marketing techniques to increase opportunities.

Established a synchronized and cohesive team to deliver projects on time and within budget.

Electrical Engineering and Equipment Company, Waterloo, IA 1997-2004

INDUSTRIAL ACCOUNT SPECIALIST

Conducted informative seminars and delivered expert technical support to industrials, business owners, consulting engineers and electricians targeting the resolution and avoidance of power quality issues.

Played an integral role in acquiring new accounts and achieving growth targets.

Increased account gross margins by 124%, in only four years, and led the startup of a new corporate branch.

Achieved three and five year goals in less than half the allotted timeframes, and consistently maintained customer service levels over 95%.

PRIOR CAREER HISTORY:

Agent / Registered Securities Representative, New York Life, Waterloo, IA (1996-1997)

Delivered financial planning for individual and business clients.

Director, Materials Management, Purchasing, Laundry and Env Services, Allen Health Systems, Waterloo, IA (1993-1996)

Directed $187M in capital purchases for the statewide healthcare network, reducing the vendor base by 40%, driving stockroom fill rates to over 99%, reducing stockroom space by 60%, decreasing staffing levels by 33% and efficiency by more than 45%, and overall prices by 16% all throughout a 33% increase in market costs.

Project Director, Count Recycling Systems, Inc., Des Moines, IA (1989-1993)

Played an integral role in building sales and equipment installations for the engineering and manufacturing company from $780K to $18.7M in three years. Managed installations across the US, Middl East, Far East and Australia.

Business Consultant (Private Contractor), Ernst & Whinney, Chicago, IL (1989)

Lean Manufacturing consultant to Fortune 50 companies.

System Integrator / Purchasing Consultant, Rockwell International, GSD, Cedar Rapids, IA (1988-1989)

Directed the procurement of electrical/electronic controls and assembles for an area boasting a 100 times growth rate, and reduced electrical vendor rejections by over 95%. Internal Purchasing auditor.

Product Manager / Master Planner / Director of Engineering Change and New Product Development / Plant Engineer / Engineering Buyer, Square D. Company, Cedar Rapids, IA (1981-1988)

Retained all P&L accountability for a 140-person operation, introducing interdepartmental teams to project management methodologies, and implementing the automation of a high volume production line.

Education and Professional Development

B.B.A. - Operations Management (Minor - Industrial Engineering), University of Iowa

Certifications: APICS Certification - Fellow Level; NAPM; NAHPM

Affiliations

Cedar Falls Rotary; Greater Cedar Valley Alliance Governmental Affairs;

ABC: Associated Builders and Contractors of Iowa;

AGC: Associated General Contractors of Iowa

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