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Customer Service Manager

Augusta, Maine, 04330, United States
April 12, 2018

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David LaVallee

** **** ***** *****, *** *** Augusta, Maine 04330 207-***-****

Customer-focused quality-driven service professional with a notable record of success implementing world-class customer service programs in fast-paced environments. Award-winning customer service professional with history of instituting key process improvements to maximize resources, enhance efficiencies, resolve issues, and improve morale. Motivational leader and trainer adept in developing integrated, service-driven teams. Strong cross-functional relationship builder and innovative problem-solver.

Core Competencies

Customer Service Management

Program Management

Training & Development

Sales & Service


Bachelor of Science Degree Major: Secondary Education in Biology University of Maine, Portland, Maine.

Graduate Level Courses Biology Florida Institute of Technology, Melbourne, Florida.

Professional Experience

Substitute Teacher - Fulton County School System, Atlanta, Georgia. 2002 –2014

Provided teaching services at both the Middle School and High School levels with a focus on the sciences.

Encouraged students to “Think Beyond the Classroom to Your Future” ™ by providing career concepts, potential opportunities in relationship with their specific interests and life experiences.

Program Manager SOLECTRON TECHNOLOGIES, INC., Charlotte, NC. 1999 2001

Global electronics organization specializing in manufacturing solutions for major OEMs.

Partnered with Customer Focus Teams (CFT’s) to identify business process improvements while providing the manufacture of products for Solectron’s largest customer (Nortel-Networks).

Managed a cross-functional 10-person CFT driving all facets of a modules manufacturing program.

Designed process improvement training empowering CFT’s to provide better world-class service.

Training initiative improved on-time delivery 28% and customer satisfaction 20% within six months.

Negotiated the collection of $1+ million in past-due purchase price variances from our customer.

Awarded Certificate of Recognition for developing a Customer Service Improvement Initiative.

Sales and Service Site Coordinator ASYST TECHNOLOGIES, INC., Fremont, CA. 1998 – 1999

Manufacturer of Standard Mechanical Interface (SMIF) robotic tools utilized in handling the manufacture of microprocessors in highly toxic environments.

Performed client-facing management responsibilities at the client site (National Semiconductor – S. Portland, ME) which included all service functions for national provider of robotic tools supporting the semiconductor industry.

Partnered with our customer’s engineering group to increase generation of purchase orders.

Empowered our technicians to directly resolve the customer’s tool issues, repairs and new installations.

Customer Services Manager iPOWER DISTRIBUTION GROUP, Portland, ME. 1995 1998

National network of industrial suppliers comprised of 11 member companies providing integrated supply solutions. iPOWER was replaced when customer (SD Warren Papers-Westbrook, ME) contracted with another MRO supplier.

Liaison between customers and suppliers. Managed sales and service at two customer facilities.

Generated PO’s, uploaded via AS400, to specific supplier, tracked orders and drove on-time deliveries.

Resolved customer returns and replacements and expedited back orders.

Initiated empowerment of supplier’s sales reps to resolve customer issues and initiate additional PO requests.

Increased corporate revenues by $200,000 and exceeded customer cost savings goal by $90,000.

Initiated and implemented a newsletter to improve communications and report monthly value-added services.

Professional Experience (continued)

Collections Representative PAYCO-GAC, Augusta, ME. 1994 Subcontractor to the State of Maine, Bureau of Taxation.

Collected delinquent taxes owed the State from PAYCO’s call center.

Contacted taxpayers to verify they had received all State Tax liability notices and documents.

Discussed any discrepancies and requested taxpayers to send all tax delta documents to our office.

Negotiated with taxpayers to set up repayment plans that fit their budgets.

Initiated skip tracing paperwork when/if required.

Customer Service Manager/Team Trainer Consultant TRANSCO, Augusta, ME. 1992 1993

Privately owned office products dealer in Maine with three locations.

Managed 38 service employees at two company locations.

Facilitated leadership meetings with a goal of training supervisors on improving internal customer relationships.

Developed and delivered training in conflict resolution and customer service skills to improve team performance.

Designed and implemented job descriptions and performance review processes.

Product Development Consultant SAUNDERS MANUFACTURING & MARKETING, Readfield, ME. 1991 1992

Privately owned office supply manufacturing and marketing company.

Developed and directed new product development initiatives with a goal of increasing sales.

Developed and patented a calculator clipboard The CompuBoardTM.

Sourced calculators from China saving monies on product development material budget.

Managed the implementation of a cross-functional quality initiative training employees on personal empowerment.

Materials Program Manager DIGITAL EQUIPMENT CORP., Augusta, ME. 1980 – 1990

2nd largest global computer company.

Held several positions in Materials prior to the MPM position; all in an MRP/ERP driven environment:

Material Control Scheduler – trained peers on reject material procedures and saved $415K.

Buyer - purchased subcontracted material, negotiated pricing and generated basic order agreements.

Production Control Planner- managed a line of products from orders to manufacturing to delivery.

New Product Analyst - materials rep on several NP teams supplying critical TTM raw material data.

Developed and trained teams using a new position named Materials Program Manager with our Ireland facility.

Managed and directed a cross-functional material’s team on all facets of an 8 module production program.

Formulated and implemented process improvement programs.

Awarded Certificate of Recognition for developing the Materials Program Manager position.

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