Customer Service Sales

MAUREEN L. PRESNER

*** *** ***** 847-***-**** (Cell)

Venice, FL 34285 ********@***.***

SUMMARY

Executive with over 20 years of global responsibility and experience in Supply Chain Management (SCM),

Customer Relationship Management (CRM), e-business, systems development life cycle (SDLC), service

oriented architecture (SOA), Agile and lean methodologies, project management, process reengineering,

logistics, customer service, data management/ analytics, financial and human resource systems, infrastructure

standards (ITIL), Software as a Service (SaaS), cloud and client-server architectures, and security protocols.

INDUSTRY EXPERIENCE

Telecommunication, Manufacturing, Customer Service, Logistics, Distribution, Aerospace, Energy,

Automotive, Security, Engineering, Medical Devices, Consumer (B-to-B, B-to-C), 3PL, Retail, Entertainment,

Finance, Technology, Regulatory compliance (FDA, FTC, HIPPA, SOX), Six Sigma, Lean principles

PROFESSIONAL EMPLOYMENT

NEWBREED Logistics, Inc. 2010 – Present

Vice President – IT Corporate Systems and Integration – New Breed Logistics – 2010 to Present

Responsible for development of strategic, tactical plans for systems, business process transformation and

operations for logistics and distribution for New Breed customers in aerospace, government, and medical

devices (3PL, distribution and reverse logistics). Budget responsibility $50 MM with accountability to CEO.

• Lead the systems and process deployment for supply chain,

warehouse management, logistics, transportation, distribution, financial, HR, call center, e-commerce and

factory robotics for telecommunications, aerospace, government, and retail centers using Six Sigma and

Lean practices

• Developed strategic business/technology plan for distribution,

warehouse and logistics for 3PL customers including Verizon, Disney.com, Disney Parks, Boeing, Weight

Watchers, Logitech, and other customers

• Develop infrastructure renewal plan to leverage cloud-based

architectures and secure private cloud

• Develop the customer relationship management, marketing, e-

commerce, branding, and retail initiatives

• Implement ITIL 3.0 best practices for Service Management and drive

ISO200000/ISO27001 certification

• Lead implementation of Oracle 12 e-business suite, CRM, business

intelligence (OBI) and ASCP

• Develop SOA, cloud-based hardware, software, service, platform

and private corporate cloud design

SMITHS GROUP PLC 2005 – 2010

Chief Information Officer/Vice President – IT Programs Smiths Group plc – 2005 to 2010

Responsible for global IT leadership and transformation to a centralized function with $163 MM budget and $6

B revenue. Led IT division with 19 businesses and $1B revenue. Accountable to President.

• Led IT Specialty Engineering group focused on aerospace, medical, and telecom device

manufacturing.

• Developed and deployed global IT strategic plans for: e-business (B2B, B2C), ITIL, business

intelligence/analytics (Oracle) transformation,

• Developed global IT operating model to leverage centralized structure for applications and

infrastructure.

• Led implementation for: SCM, CRM, order /financial management, human resource administration,

infrastructure, data warehouse/ business intelligence and engineering (Oracle, SAP, Salesforce).

Deployed Project Management Office for governance of $163 MM IT budget for expense and capital.

•

• Responsible for global IT contract negotiation/procurement/service level agreements with vendors

• Development of application/data architectures to support 100% organic growth and 6 acquisitions

• Integration of disparate systems and processes for SCM, CRM, and e-business into single optimal

process and supporting systems (Oracle 11i/12) for North America, Europe, Mexico, and Asia Pacific.

• Implemented global CRM (Salesforce.com) across 19 business units for lead generation, opportunity

contact, and account management, and forecast/ revenue management.

MAUREEN L. PRESNER (cont’d) PAGE 2

M. L. PRESNER INC. 2003- 2005

Independent Consultant

• Developed e-business, marketing, and financial plans for start-up Information Technology companies.

• Completed market research assessments to determine available markets, competitive products, and

market share analysis for enterprise application software blueprint tools.

• Completed Technology assessments and plans for manufacturing and service companies.

• Project management of application development projects and Sarbanes-Oxley due diligence.

MOTOROLA, INC.

1999- 2003

Corporate VP & Chief Information Officer - Global Customer Solutions Operations, IL – 2000 2003

Managed global budget of $200MM and staff of 300 people; Supported businesses of $4B revenue and

reported to the President. (Includes IESS and GCSO)

• Drove 3% margin improvement, customer satisfaction and cycle time improvements,

and leveraged premier customers and suppliers by implementing e-business strategy and Customer

Portals.

• Implemented global sales force/call center automation with Siebel/Clarify/AMDOCS

software for inbound and outbound services to achieve customer responsiveness, and cost

effectiveness.

• Managed system integration of 3 major business integrations onto Oracle 11i –e-

business suite

• Drove corporate-wide Executive Information System (Sales, Bookings and Backlogs)

automation including an Informatica data warehouse, Alpha blocks middleware, and applications.

• Implementation of Oracle 11i for materials, manufacturing, order-to-cash, and

financials.

VP & Chief Information Officer - Integrated Electronic Systems Sector, IL – 1999-2000

Managed $100 MM budget and 250 people; Supported $3 B revenue; Reported to the President.

• Drove 20% ROI increase, 5% customer satisfaction and cycle time improvements

through implementation of E-business strategy and business intelligence processes/toolkits for $2.5B

division.

• Implemented sales force/ call center automation for $2.5B division and

implementation of Siebel CRM

• Defined global requirements; and implemented (Oracle 11i) to support offshore

multisite factory.

• Deployment of Siebel call center including automated call distribution (ACD), Voice

over Internet Protocol (VOIP), integrated voice recognition (IVR) for inbound and outbound services.

NORTHERN TELECOM (NORTEL NETWORKS) 1983-1999

1983 to 1999

VP, Global Process Management - Public Carrier Networks - Raleigh, NC - 1997-1999

Managed global IT with $90 MM budget and 350 people; Supported $15 B revenue; Reported to President.

• Achieved $50MM in process cost reduction by reengineering of Marketing,

Manufacturing & Operations.

• Implemented Supply Chain Management process and system (BaaN) resulting in

10% cost reductions.

• Managed Year 2000 for product, market, and application ($38MM) deployment to

4000 global customer.

• Implemented time-to-market process to support 10% cycle time reduction in new

product introduction.

• Supported $4.5B global sales and cycle time reduction of 35% through

implementation of streamlined processes for sales, order-to-cash, engineering, manufacturing,

logistics and post sales.

VP, Information Systems - Public Carrier Networks - Raleigh, NC - 1995–1997

Managed global $58 MM budget and 300 people covering all facets of information systems;

supported digital switching manufacturing operations, 11 sales regions, 13,000 employees and global

sales of $10 B.

• Achieved $100 MM operating costs reductions, 50% interval reductions (2 weeks) and 1000 people

through rationalization of systems from 3 major digital switching manufacturing plants into 2.

• Supported $50MM (25%) in inventory reductions through process and system

implementation of Switching equipment provisioning and installation for Ameritech and Southwestern Bell.

• Enabled $25MM cost reduction, 5 week interval reduction, 10% billing accuracy

improvements and 5% customer satisfaction improvements through implementation of EDI (electronic

data transfer).

MAUREEN L. PRESNER (cont’d) PAGE 3

Director, Planning, Logistics & Customer Service Transmission Networks Montreal - 1993-

1995

Managed budget of $25 MM, staff of 200 people and sales of $800 MM with direct responsibility for

order and inventory management, materials planning, scheduling, customer service and distribution .

• Achieved 10% customer service improvements, 20% ($20MM) inventory and 15%

($10MM) obsolete

material reductions by implementing “just-in-time” inventory, scheduling and planning processes.

• Reduced distribution costs by 15% ($5 MM) by streamlining and automating

warehousing operations.

• Achieved 10% customer satisfaction improvement and 15% “on-time” delivery

improvement through implementation of customer account and warehousing programs for Pacific Bell

and Bell Atlantic.

• Achieved 20% ($2MM) cost reduction (10%) error reduction by implementing bar-

coding processes.

• Developed and managed customer call center for field service engineers, inside

sales, repair and return services. Implemented efficiencies to improve customer quality from 72% to 92%

over 3 years

Plant Manager - Transmission Networks - Winnipeg, Manitoba - 1991-1993

Managed budget of $30 MM, sales of $100 MM and staff of 300 people with responsibility for

operations, product introduction, technology and marketing of digital multiplexing telecommunication

equipment.

• Received ISO9001 certification on the first attempt and won Manitoba Quality Award

for excellence.

• Implemented self directed teams and factory automation resulting in efficiency and

yield improvements of 20 % with corresponding cost reductions of 20% ($6M).

• Successfully managed the transfer of operations during the sale of the facility and

business to CMAC.

• Represented NORTEL in customer events (Manitoba Telephone Systems),

government negotiations

Director, Information Systems Transmission Networks - Montreal, Quebec 1990-1991

Director, Information Systems Business Product Division - Calgary, Alberta 1987-1989

Manager, Strategic Planning Head Office - Toronto, Ontario 1986-1987

Head Office Toronto, Ontario 1983 1986

Analyst/Manager, Operations and Control

Other Experience

Thorne Riddell and Associates (KPMG Affiliate) - Montreal, Quebec

1980-1982

Manager, Computer Consulting and Audit

Bell Canada, Computer Systems Organization - Montreal, Quebec

1977-1980

Application Systems Analyst

Education

Doctorate in Business Administration University of Phoenix (2013)

Masters in Business Administration University of Phoenix

Bachelor of Commerce – Comp Sc. & Marketing McGill University, Montreal

Professional Development Courses

Strategic Leadership

Northwestern University

Leadership and Coaching Disney Institute

Strategic Planning and Leadership Boston University

Strategic Decision Making Center for Creative Leadership

Languages

English, French, Spanish (limited)

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