Customer Service Manager

MICHAEL J. SPICER

**** ****** *** ****. • Kent, Ohio 44240 • 330-***-**** • *******@*****.***

C ONTINUOUS IMPROVEMENT PROFESSIONAL

Trainer / Coach / Consultant

Talented, results-producing Continuous Improvement Professional with a proven record of

accomplishment in developing, implementing, supporting, and educating business owners and their

employees in the areas of policy and procedure development, process improvement, and personal and

professional growth. My expertise lies in directing and empowering individuals to see the big picture and

how they not only impact it, but how they have a vested interest in it. Adept at communicating with

management, vendors, and internal departments to coordinate overall objectives, as well as outside

affiliates to understand what efficiencies are necessary for continued profitable growth and development.

Exceptional Skill Sets:

• •

Training & Development Customer Service

• •

Creative ‘Out of Box’ Thinker Relationship Building

• •

Management Coaching/Mentoring HR Training and Program Development

• •

Communication & People Skills Continuous Improvement Process

CONSULTANT/LEADER/TRAINER/FACILITATOR, 2001 – Present

SPICER N ASSOCIATES – Kent, Ohio

www.spicernassociates.com

Define strategy and direction for the development, execution, and management of comprehensive

business programs and policies encompassing the areas of business management, safety management, risk

management, and human resource management designed to meet customer’s targeted objectives.

Communicate with customers, management, internal affiliates, and outside affiliates to coordinate overall

company objectives. Plan and carry out necessary market research and analyses. Play integral role in

company’s business management objectives. Lead role as trainer/facilitator in corporate sessions designed

to enhance or gain knowledge and understanding of corporate mission, values, and objectives.

I have trained and facilitated workplace sessions for over 60,000 people and 850 companies

across a wide variety of topic areas including safety management, risk management, substance

abuse, continual process/program improvement and human resource employee/manager

development topics.

Spicer N Associates clients have saved over $28MM in inefficient spending through various

program development, process improvement, and manager/employee training services.

SENIOR CORPORATE ACCOUNT MANAGER, 1998 – 2001

The Nielsen Company - Nestle Foods USA – Solon, Ohio

Responsible for overseeing a 9 person on-site market research consulting team that assisted all

senior management and brand management personnel in planning and executing their sales and

marketing strategies using Nielsen syndicated data and tools.

…Continued…

MICHAEL J. SPICER Page Two

Professional Experience Continued

Gained trust and respect of top level Nestle Leaders by exceeding all Nestle Foods RIG target

objectives and Nielsen budget objectives each year from 1998 thru 2000.

DIRECTOR, CATEGORY MANAGEMENT SERVICES 1996 – 1998

RICH SEAPAK CORPORATION – St. Simons Island, Georgia

Successfully integrated Category Management Principles internally and externally to support

strategic sales and marketing strategies of Senior Management and Key Target Customers.

Multi-tasked across all departments to ensure success from product concept, packaging and

design, to product roll out, to consumer satisfaction.

Trained and educated all internal personnel, all sales managers, and broker sales force on

company mission, tactical execution strategies within their regions, and on the syndicated

software and tools available to them.

BUSINESS DEVELOPMENT MANAGER 1994 – 1996

BUSH BROTHERS & COMPANY – Knoxville, Tennessee

Brought in as part of a ‘select team’ to transform company into National Brand.

Introduced ‘Talking Dog’ commercial with “Roll that beautiful bean footage” tag line.

Grew market share from 38% in 1994 to 75% in 1996 thru line extensions, market expansion, and

new product development.

DIVISION MARKETING MANAGER 1988 – 1994

RECKITT & COLEMAN, INC. – Cleveland, Ohio

Transformed all national and regional objectives into effective sales and marketing strategies on

the local and account specific level.

Division of the Year in 1992

Top Regional Sales Account Manager (3 of 4 quarters of 1991)

EDUCATION & INTERESTS

Bachelor of Science Degree, Marketing/Management • Youngstown State University

Football Scholarship Award Winner – 4 Year Letterman (Captain)

Coach youth sports – 18 years

SALARY & REFERENCES UPON REQUEST

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