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Customer Service Manager

Location:
Udall, Kansas, United States
Salary:
$55,000+
Posted:
November 08, 2018

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Resume:

**** **** **,

Udall, KS *****

316-***-****

ac7m12@r.postjobfree.com

KATHRYN (KATHY) SADE

OBJECTIVE: After retiring from Textron Aviation (Beechcraft Corp.) with 39 years of experience and 20 years in management, I am interested in applying my education and experience to a new challenge. My main focus in previous management positions was to use the team concept to lead and develop process improvements. I created multiple database applications and detailed documentation of improved processes to coach teams into providing the best customer service possible.

SKILLS & ABILITIES: Extensive experience in the Microsoft Office suite, especially Microsoft Access, Word, Powerpoint and Excel. Also experience in Adobe Acrobat Professional. Good use of Microsoft Visual Basic and HTML. Basic knowledge of SAP and Adobe Framemaker. Soft skills include management, organization and strong customer service skills. I have 39 years of experience in the aircraft field and 20 years in management. My focus as a Technical Publications manager was to embrace the team approach, gathering input from the entire team as well as other stakeholders, including customers, to develop the next technological advancement that will “dazzle the customer”. Microsoft Access was used extensively to provide the team and customers the information and tools they needed. Emphasis was placed on documenting processes and mentoring team members.

EXPERIENCE

TEXTRON AVIATION, WICHITA, KS

May, 2014 to October, 2017 – Manager, Customer Service (Publications) Integrated the Beechcraft/Hawker and Cessna Electronic Technical Publications teams into one cohesive team. Worked with IT, writers and customers to develop a new interactive, viewable online solution for all brands.

BEECHCRAFT CORPORATION (HAWKER BEECHCRAFT, RAYTHEON AIRCRAFT) September, 1999 to May, 2014 – Manager, TMDC

Created and managed the Technical Manual Distribution Center (TMDC) which consisted of the Technical Publications Call Center, Warehouse, Interactive Maintenance Library group and Mobile/New Technology group. Responsibilities included distribution of technical publications to the field in a variety of media including paper, electronic, web and mobile devices. Other responsibilities included compliance of import/export regulations dealing with technical data and managing a multi-million dollar profit center. Partnered with IT to develop an online orders/subscription tool that saved over $100K in labor hours per year. Created several Microsoft Access front end and back end databases as both temporary and permanent reporting and tracking solutions. Created several front-end databases to work with SQL back-end tables.

August, 1994 to September, 1999 – Acting Manager, TMDC Staff Administrator - Finance

Partnered with IT to create and manage a Technical Publications website, oversaw the implementation of the SAP software system for the Call Center/distribution group, managed a $2M+ budget, worked with subcontractors to outsource manual printing, distribution, binders, etc. Duties also included, as part of the Finance department, budget forecasting and tracking, administrative tasks, acquisition of capital equipment, handling facilities, assisting management in manpower requirements and providing schedules to programs.

July, 1978 to August, 1994

Various positions in the secretarial field.

EDUCATION MAY 1998 BS – MANAGEMENT & ORGANIZATIONAL DEVELOPMENT

Tabor College, Hillsboro, KS

Graduated Summa Cum Laude

OTHER TRAINING/LEADERSHIP

Throughout my career, I have taken a wide variety of online classes and classroom sessions in management, customer service and regulatory areas. These classes include SharePoint, SAP, Affirmative Action, Generations in the Workplace, True Colors: Keys to Personal Success, Performance Management for Managers, Safety Leadership, Breakthrough Performance, Coaching and Feedback, Measuring Customer Service, Dazzling Your Customers, Respect in the Work Place, Export Compliance, Leading through Change, Performance Promise, Coaching for High Performance and was trained as a Six Sigma Specialist and TQM Team Facilitator.

REFERENCES

Scott Lysen – Director - Operations

3S Engineering

ac7m12@r.postjobfree.com, 316-***-****

Randy Mullin – Vice President - Programs

Aerospace Systems, Inc.

ac7m12@r.postjobfree.com, 316-***-****

Rachelle Curran – Manager – Publications

Textron Aviation

ac7m12@r.postjobfree.com, 316-***-****



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