Manager Customer Service
Resume:
Dan Hinkebein
Fenton, Missouri ***** 314-***-**** *****@*********.***
Product Management & Regulatory Compliance Strategist
Accomplished, dedicated, and energetic product management and recall strategist with over 20 years of diverse and progressive experience leading large-scale recall efforts. Seasoned in negotiating contracts, planning processes, and overseeing all facets of execution. Proven track record of authoring comprehensive Product Safety Compliance plans and SOPs that aid manufacturers in all phases of regulatory compliance. Hands-on team leader and collaborator with excellent interpersonal, communication, organization, analytical, and problem solving skills.
Areas of Expertise
Product Recall Management
Claims Settlement
Client Relations
Database Management
Profit and Loss Reports
Business Operations
Regulatory Compliance
Recruiting and Training
Executive Collaboration
Experience Highlights
STERICYCLE, Indianapolis, IN, 2014 – 2017
Recall Strategist
Oversee key initiatives that aid manufacturers with preplanning and executing product recall events. Review resolutions to be submitted to regulatory agencies and make strategic recommendations customized to each solution. Coordinate logistics for recalls and lead initial recall event launches. Developed and revised product safety plans to ensure regulatory compliance for each country where products are sold.
Key Accomplishments:
Successfully managed product safety recalls globally
Continuously review global regulatory obligations to mitigate risks and ensure regulatory compliance.
Ensure all recall elements are accurate and on target by carefully monitoring all recall activities.
Create and implement process improvements that aid manufacturers in leading efficient recall campaigns.
REALTIME RESULTS, St Louis, MO, 2010 – 2014
Manager of Product Recall Business Services Division, 2010 – 2014
Directed all division activities, including forecasting, reporting, revenue, and project management initiatives. Led a diverse team of project managers, project administrators, call center managers, and fulfillment teams in providing excellent services. Reviewed client needs, drafted program proposals, and oversaw all program deliverables. Worked with shipping companies to retrieve products from the field, negotiated shipping contracts as well as destruction contracts with recycling and destruction companies. Assisted manufactures in creating product safety plans. Reviewed regulatory documents prior to submittal for regulatory agencies.
Key Accomplishments:
Researched, located, and implemented new revenue sources that enhanced all business services efforts.
Ensured division success and client supports by providing strategic leadership and guidance cross-functionally, thereby enabling the division to become the most profitable within the organization.
Cultivated and grew key relationships with manufacturers, risk management companies, and compliance staff.
Successfully executed and managed over 100 product safety and recall campaigns.
AMERICALL GROUP, INC., St Louis, MO / Naperville, IL, 1999 – 2010
Director of Business Services Division, 2006 – 2010
Spearheaded all business services division activities, including forecasting, reporting, and revenue achievement initiatives. Led and mentored a diverse team of project managers, project administrators, fulfillment teams, and call center staff in delivering high-quality business supports. Cultivated and maintained key relationships with risk management companies and compliance attorneys in order to maintain a referral network for new opportunities. Worked with shipping companies to retrieve products from the field, negotiated shipping contracts as well as destruction contracts with recycling and destruction companies. Maintained relationships with product safety regulatory bodies, including CPSC, NHTSA, FDA, EPA, HUD, and others to assist manufacturers when filing reports of product safety issues.
Key Accomplishments:
Strategically led business services division success metrics while simultaneously driving new client programs.
Exceeded annual division revenue goals every year
Led division to be the most profitable in the organization
Executive oversight of over 300 product safety and recall campaigns
Senior Project Manager, 2001 – 2006
Oversaw inbound and outbound teleservices programs for multiple high profile insurance carriers. Led teams of customer service representatives and insurance agents in providing exceptional services. Oversaw product safety recall programs for large and small manufacturers of consumer products, food and beverage companies, automotive accessories manufacturers, and medical device manufacturers, aided clients in determining resolutions for product recalls, and supported clients with production of all related recall materials. Collaborated with project managers to review program data, and identify and mitigate potential risks.
Project Manager, 1999 – 2001
Led client initiatives in support of multiple programs. Drafted project proposals for new and existing clients, created reports and invoices, and continuously updated and maintained database specifications for all programs.
EARLY CAREER EXPERIENCE:
Special Projects Manager, Ameritech Cellular
Billing Customer Service Lead, Ameritech Cellular
Sales Information Center Lead, Ameritech Cellular
Customer Consultant, Ameritech Cellular
Education
Simple Six Sigma Certification
Computer Science Studies, Southeast Missouri State University
Professional Development Courses:
Successful Selling Strategies
Successful Call Handling
Professional Affiliations
Member, International Consumer Product Health & Safety Organization
Member, International Product Safety & Liability Prevention Association
Member, IEEE Product Safety Engineering Society
Member, Certified Product Recall Coordinators
Member, Toy Safety Technical Alliance
Board Chairman, St. Louis European Auto Show, LLC
Board of Directors, St. Louis Region Porsche Club of America
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