Customer Service Manager

ANNA JAKABA-REGAN

* ****** ****** *****

New Providence, NJ 07974

908-***-**** (Home)

201-***-**** (Cell)

*******@*******.*** (E-Mail)

EXPERIENCE

SIEMENS HEARING INSTRUMENTS, Piscataway, NJ

2010 - 2012

Regional Manager, Customer Care

Responsible for regional Customer Care for both the West and South. Prior

to April 1, 2012 was responsible for managing Inside Sales along with

Customer Care for the West. Worked closely with Regional Sales Managers,

Inside Sales Managers, and Field Sales Representatives to ensure all

customer needs were being addressed. Managed a staff of eight Customer

Care Representatives. Previous staffing included managing a staff of eight

which included four Customer Care Representatives and four Inside Sales

Representatives.

. Managed all aspects of the day-to-day activities within the Customer Care

department including order taking, customer inquiry, customer follow up,

order expediting, customer returns, out of policy requests, and billing

adjustments.

. Provided resolution to escalated inquiries and concerns from customers,

staff, and other departments.

. Directed, supervised, trained, coached, evaluated, and motivated staff.

. Developed department business plans consistent with business goals for

growth and attainment.

. Responsible for 100% attainment of sales quotas, growth of active

accounts, account volume compliance, Aspire program sign ups, sales lead

generation, appointment setting, and registering customers for local and

regional trainings and symposiums.

. Prepared monthly metrics used to measure staff and departmental

performance in relation to service level and sales process adherence.

. Implemented continuous improvement and customer centricity through VOC,

3i Idea Management, and SCM/CRM review.

. Awarded Siemens Circle of Excellence in 2010 for noteworthy financial

accomplishments and performance during FY 2010.

CAMFIL FARR, Riverdale, NJ

2007 - 2009

Director, Customer Service

Responsible for Corporate Customer Service which encompassed five

manufacturing facilities in the United States. Managed a staff of nine

which included two Managers and seven CSR's.

. Developed and presented a strategic business plan focused on achieving

world class Customer Service to Executive Management.

. Reviewed Customer Service policies and procedures to ensure

standardization of processes.

. Assessed staffing needs and helped develop employees professionally.

. Developed and tracked key performance metrics pertinent to Operations and

issued monthly reports to Management highlighting and analyzing KPI

exceptions.

. Championed and participated in Kaizen events that utilized lean

principles and tools including Value Stream Maps, Kanban, 5S, and Visual

Management to support productivity and cost reduction improvements.

FISHER SCIENTIFIC, Fair Lawn, NJ

2002 - 2006

Director, Customer/Technical Services & Materials Management, 2004 - 2006

Directed all aspects of front end supply chain including

Customer/Technical/Export Services with Order Entry, Planning, Inventory

Management, Warehousing, and Label Production. Managed a staff of twenty

five including three Managers and nine CSR's in addition to the staff of

thirteen listed below.

. Established a customer centric service department to responsively address

customer issues, provide technical support, and generally deliver

outstanding customer satisfaction.

. Managed the Purchasing Department in addition to present responsibilities

during changes in leadership. Established processes and procedures which

greatly shortened supplier lead times enhancing manufacturing efficiency.

. Published key performance metrics and communicated results both to senior

management and the hourly workforce with action plans to address any

metric not achieving goal.

. Drove continuous improvements and standardization of processes for

customer service and planning activities.

. Significantly reduced manufacturing and shipping backlogs by $500k.

. Established, monitored, and maintained budgets. Supported cost reduction

targets.

. Documented and resolved customer complaints through root cause analysis

in an Excel database.

ANNA JAKABA-REGAN

PAGE 2

Manager, Materials Management, 2002 - 2004

Led the Planning, Inventory Management, Warehousing, and Label Production

groups. Managed a staff of thirteen: five Planners, two Buyers, one

Inventory Control Manager, one Warehouse Manager, three Printing Pressmen,

and one Clerk.

. Refined the Materials Requirements Planning (MRP) system and stocking

strategies to obtain record service levels for the Chemicals division

while not adversely impacting working capital or inventory.

. Developed policies and procedures which became SOP's and DOP's ensuring

service consistency of 98%.

. Streamlined processes thereby eliminating waste and improving operating

efficiencies.

. Instituted a "weekly" cycle counting program aimed at 100% improving

cycle count accuracy.

. Investigated "buy" vs. "make" alternatives as well as intra-plant

production alternatives.

CASCHEM, INC., Bayonne, NJ

1990 - 2002

Manager, Production and Sales Planning, 2000 - 2002

Managed Production and Sales Planning, Inventory Management, and Working

Capital.

. Managed inventory levels at all outside warehouses as well as the

operations of outside suppliers, toll producers, and re-packagers to

ensure product availability and appropriate stock and re-order levels.

. Reduced Non-conformance inventory $1MM.

. Improved service response time as measured by a 96% on-time shipment rate

from a 65% rate thus increasing the level of customer satisfaction.

. Integrated a $6MM purchased product line consisting of 20 products

successfully resulting in $1MM in bottom line profits.

. Secured outside sourcing as a result of a fire in March, 2001 which

affected a $10MM strategic business resulting in little to no business

interruption or customer inconvenience.

. Effectively met sales demands, customer requirements, and financial

goals. Interacted extensively with Sales/Marketing and Customer Service.

. Reduced customer complaints by 50% through customer-focused planning and

scheduling.

Manager, Customer Service, Samples, & Materials Mgmt., 1995 - 2000

Responsible for Customer Service, Samples, Production Planning, Inventory

Control/Management, and Logistics. Managed a staff of six including two

Customer Service Representatives, a Production Planner, an Inventory

Coordinator, a Traffic Manager, and one union Material Handler.

. Developed and implemented policies and procedures which achieved 100%

improvement in Customer Service including order taking, expediting, and

fulfillment.

. Trained, developed, and managed a staff of seven: four Customer Service

Representatives, two Material Handlers, and a Receptionist.

. Doubled staff productivity without changing personnel while motivating

and instilling teamwork.

. Increased the documentation of customer complaints by threefold, 150%,

and the resolution thereof for greater customer satisfaction.

. Reduced the number of return authorizations generated by Customer Service

errors by 50% and overall by 10%.

. Received recognition from outside customers and management in

accelerating quality customer service.

Manager, Costs and Budgets, 1994

Duties encompassed financial reporting, analysis, inventory, and budgets.

Managed two salaried professionals.

Financial Analyst, 1990 - 1994

THE REGINA COMPANY, Rahway, NJ

1987 - 1989

Financial Analyst, 1987 - 1989

EDUCATION

MBA, 1987, Marketing and Financial Management, Pace University, New York,

NY

BS, 1984, Management and Computer Science, Saint Peter's College, Jersey

City, NJ

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