Sales Service
Resume:
Diane Parsons
Derry, NH *****
************@***.***
OBJECTIVE
Director of Customer Success with call center, order admin, export and tech support/service
experience. Managed, led and motivated teams from two to 35 support personnel. Growth of
customer base 10%, increase of service revenue by 10%, decrease of warranty expense by 50%
through streamlined processes.
PROFESSIONAL EXPERIENCE
Segway, Inc., Bedford, NH 2007 to 2014
DIRECTOR OF INSIDE SALES 4/2014 to 12/2014
Member of Senior Management Team with the President, Chief Operating Officer and
other functional department heads
Managed Inside Sales organization for various activities including direct and indirect sales
globally and export compliance.
Coordinated with Marketing team to communicate dealer feedback and enhance sales
through Marketing programs and promotions
Worked cross-functionally with departments such as finance, production, legal and
shipping to continuously improve standard operating processes
Developed processes and tools to better control inventory, improve lead times and reduce
costs.
Responsible for preparation of dealer and Manufacturer’s Rep contracts and
documentation is up to date to ensure successful partnership
Organized project utilizing third party vendor for successful lead generation campaign into
new Segway market
Implemented CRM utilizing organization’s SyteLine ERP system including training and
reporting to Sales Team
Member of Segway’s Incident Response Team
Established a global introduction and training program for new Distributors and Dealers
NORTH AMERICA SERVICE MANAGER 12/2010 to 4/2014
Core Team lead for successful global conversion of ERP software to a new solution.
Defined and implemented a global Service Management process integrated to ERP
Responsible for all Service for North and South America from Technical Support to
Repair and return shipment.
Schedule and prioritize customer owned and company owned repairs among daily rotation
of service technicians.
Managed team to ensure repair turn times meet and exceed customer expectations.
Responsible for receipt of inventory including return of product including both company
owned and customer owned into proper inventory locations
Managed warranty exposure on both repairs and shipments.
Implemented KPIs to minimize the number of PTs quoted for repair as well as length of
time to turn from quote to repair.
Implemented process to manage warranty batteries. After the first year the warranty
replacements were cut by 50%.
Defined processes for implementation from RMA to shipment and invoice
TECHNICAL SUPPORT MANAGER 10/2007 to 12/2010
Enhanced Service revenue via streamlining processes and enhancing channel
communications.
Developed Service reporting capabilities to enable tracking of returns, warranty expenses,
and repair turn times.
Improved Technical Support Team response time utilizing Oracle Contact Center
capabilities for returns, quoting capabilities and follow-up processes.
Successfully implemented processes and procedures to enhance service capabilities to
channel partners and consumers.
Managed and took the lead to decrease exposure of inventory not returned by 70% while
developing process to prevent additional exposure.
Utilized Salesforce.com to manage warranty of Segway PTs.
BOC Edwards, Wilmington, MA 1986 to 2007
NATIONAL SALES CENTER MANAGER 2004 to 2007
Managed staff of 35 Customer Support Representatives locally and remotely providing
technical support, sales and export support and supported $800M in sales.
Post SAP implementation, participated in global efforts to enhance SAP processes and
maximize effectiveness of SAP reporting requirements to senior management.
Through Objectives and KPI’s increased order and invoice accuracy to ensure positive
cash flow and on-time delivery to customer expectations.
Documented and communicated written procedures and working instructions which
enabled successful ISO 9001 approval.
Decreased customer call wait time and abandon calls by establishing KPI’s and objectives
to ensure maximum time available for customer inquiries.
Successfully implemented remote coverage capabilities for inside sales support and
technical support and export teams.
Successfully improved customer on-time delivery and reduced invoice mismatches by
discussing receiving process with buyers and changing processes in order management of
due dates and replacement items.
EDUCATION
BSBA Business Management, Northeastern University, Boston, MA – Graduated 2007
REFERENCES - Furnished Upon Request
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