Customer Service Sales
Resume:
**** *** ***** ***** ***** Richland Hills, TX, ***82
817-***-**** Cell
******@*****.***
Thomas P. Rosemann
Client Relations Manager
Competencies *Process Improvement *Team Building/Development
*Effective Communicator
*Professionalism *Problem Solving
*Staff Development
*Project Management *Customer Relations Management
*Leadership Development
*Public Speaking *Construction
*Conflict Resolution
*Employee Development
*KPI Development/Improvement
*ERP/MRP Development/Implementation
Business *Servant Leadership *Coach *Responsible
Traits *Encouragement
*Initiative *Analytical *Prioritization
*Mentoring
*Motivated *Loyal *Open Minded
*Listener
*Humorous *Creative *Confident
*Interpersonal
*Intuitive
Career
Highlights Williard Boswell Company
Streamlined and improved assembly process after shop staff decline from
47 to 12 to handle 50% less business with 75% less personnel.
Atrium Door
Restored Customer Care Program
Developed external replacement and repair resources for current and
obsolete products.
Mitigated over 1/2 million of potential warranty loss over 3 years
through settlement and resourced product replacement for less than
$80,000.
MIWD/General Aluminum.
Established CSR Personnel Continuity from prior 5 yr 45% yearly
turnover.
Developed CSR protocols that gained a 97% client satisfaction rate from
60% in 2001.
Planned and implemented CSM/CSR 30% business increase contingencies 18
months prior to sales increase during 2004-2006.
Identified and developed shop efficiency and safety for a problematic
department that affected customer satisfaction and business levels.
Participated in C-Level Profit Improvement Team which in part was
responsible for developing comprehensive documentation of
Minimum/Maximum parameters prior to major ERP system change. Price
Point costing restructure and client information.
Worked with manufacturing managers and supervisors on process
improvement team resulting in 30% reduction in scrap over a two year
period, assembly line flow rework that sped up completion rates from
2.6 units per hour to 4.2 units per hour, nomenclature competency
improvement in heavy bi lingual environment through signage and
training.
Project management team Lead for ERP development manufacturing
cut/assembly documentation, Order Entry Interface and Bill Of Material
structure/nomenclature.
Experience February 2008- Current MIWD/General Aluminum Carrollton, TX
Product Configuration Manager/Consultant
ERP Interface Development and using Consona Products.
Detail GUI development to interface with Intuitive System ERP. BOM
structure rule, price matrix support development, SQL Table Management,
Production Min/Max rule setting and modifications,
Product Knowledge Instructor, Inside/Outside Sales Support, Paradigm
Quote System liaison/Trainer, Price Point Development/Manager and other
manufacturing systems development project lead.
Work Systems (continuous process improvements) for communication and
work flow.
July 1999- February 2013 MIWD/General Aluminum Carrollton, TX
Inside Sales/Customer Service Manager
Oversaw a multi function department of Inside Sales/Customer Service
Representatives, Order Entry Personal, intercompany product transfers
team, truck delivery routing/scheduling, clerical and administration.
Influence and lead daily operations that affected 4 major departments
and over 600 manufacturing personnel.
June 1996- July1999 Atrium Door and Windows Dallas, TX
Technical Service Manager
Developed a program to expedite warranty claims and technical support.
Negotiated with homeowners, building product suppliers, builders and
lawyers on warranty claims and lawsuits.
Developed resources for aftermarket product repair and replacement on
discontinued products.
Established a network of specialist across the Nation to handle
technical needs of current and past customers.
Advised management and manufacturing on product improvements from a
Quality Assurance standpoint.
Made ongoing recommendations to customer base for product improvements
and care.
May 1994-June 1996 Marvin Window Planning Centers Dallas,
TX
Field Service Representative
Satisfied builder and homeowner needs for window and door improvement
and repairs.
Consulted and trained installers via field training on new and
replacement products with builders, carpenters and helpers.
Developed and implemented investigative processes for window and door
installation air and water leaks. Made recommendations to contractors
and home owners for subsequent repair that did not fall under the
normal company service program.
August 1988-1994 Willard Boswell, Co (Pella Windows) Grand Prairie,
TX
Service writer/Field Service Representative
Handled phone center, service writing for builders and home owners.
Worked with a team of three field representatives and set their daily
schedules.
After business decline in 1989, I changed to the field and conducted
the window and door repair for builders and home owners.
November 1985-August 1988 (Same company)
Production Supervisor
Planned and implemented production schedules for window and door
assembly per sales contract. Oversight of delivery truck loading and
vendor delivery.
Supervised 12 production employees and two drivers.
Education University of Texas at Arlington Arlington, TX
Business (Associates)
Interests Classical Music training/Managing, Boy Scouts of America, Girl Scouts,
Archaeology, investing, boating, fishing, Barbershop Quartets, church
ministry, and Christian renewal ministry.
Leadership Served in Governance Positions with Quartet Singing Society, North
Texas Tres Dias (Renewal Ministries), North Pointe Baptist Hurst, TX
(Management Team), BSA Troop 179 (Long Horn Council, Texas) and
Director Kingdom Advance Ministries
Systems Proficiency Microsoft business programs, Working Knowledge of Java
Programming, Boolean rule programming, Prosper System ERP (Window
Industry Proprietary), AS400 ERP (MacPac Configuration Platform),
Intuitive ERP (Consona Products) and Unix based ERP. Also knowledgeable
publishing products such as Adobe Premier Elements and Photo Shop.
References:
Superiors/Leadership
Chris Rix President/Retired General Aluminum Company of Texas
816 King Ban Drive
Lewisville, TX 75056-5714
****@***.***
Curtis Jaska Sales Manager/ MIWD/General Aluminum
1001 West Crosby Road
Carrollton, TX 75006
972-***-**** Office
214-***-**** Cell
Morris Sheets, Pastor Emeritus Heritage Church of Dallas
214-***-**** cell
*******@*********.***
Darrell Boswell Pastor Santa Fe Christian Church Alvin, TX
4700 High Creek Court
Alvin, TX 77511
*******@*****.***
Susan Rutledge Pastor/Retired Friend
Hillcrest Church of Dallas
Writer
10216 Noel Drive
Frisco, TX 75035
*************@***.***
Peers
Ted Skroback, Quality Control Manager
MIWD/General Aluminum Company
1001 W. Crosby Road
Carrrollton, TX 75006
**********@****.***
Rick McBryde Owner
Rico Sales/Integrity Products
501 West Main #111
Fredericksburg, TX 78624
****.*******@*****.***
Joel East, Pastor
Macksville Free Methodist Church
520 Higgins Ave
Macksville, KS 67557
620-***-**** cell
********@****.***
Rich Hughes
Telecommunications Coordinator
Nationstar Mortgage Irving, TX
****.******@**************.***
Larry Tubbs Sales
Great Western Sales
**********@***.***
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