Customer Service Manager

Mel S.C. King

*** ********* ***** ***********, ** 19335 Cell 484-***-**** ***********@*****.***

EXECUTIVE PROFILE

Leadership Growth Strategies Change Management Operations Business Development Marketing

Mergers, Acquisitions & Divestitures Technology Systems & Infrastructure P&L Responsibility

Experienced senior level executive with over fifteen years of success leading high profile technology projects and growth initiatives to

take small businesses to the next level. Generates growth by spearheading changes in operations that facilitate expansion into new

markets. Achieves performance excellence by leveraging vision and mission as well as resource -focused and outcome-driven

priorities, objectives and timetables. Successfully consolidated over 80,000 desktop computers and negotiated standardized

software/hardware maintenance contracts.

Skillfully assesses and quantifies transformations to policies and procedures utilizing exceptional analytical ability. Builds strong,

motivated teams and establishes rapport with customers, colleagues and staff to provide prudent management and a productive work

environment which maximizes revenue and contains costs. Additional competencies include:

Policy Development Conflict Resolution

IT Systems Integration Mentoring & Coaching

Legal Affairs & Arbitration Stakeholder Relations

Cost Analysis & Budgets Presentations & Writing

Strategic & Tactical Planning Project Management & Implementation

Contract Negotiations & Closing Staff Supervision & Performance Management

CAREER SYNOPSIS

Mr. Sticky’s Inc., Restaurant/ Bakery, Exton, PA 2011-Present

PRESIDENT / COO

Brought structural transformations to a small family owned restaurant and bakery that facilitated its expansion to an established

brand recognized at the local, state and national level.

Established a new business plan that prepared a cost effective and scalable infrastructure to support growth from a single lo cation

to multiple locations.

Experienced a 10% growth and earned TripAdvisor’s recognition as “Top 5 Restaurants” of 500 within Lancaster County, PA.

Led the redesign of all branding art for a consistent message and theme across multiple platforms from station ery, promotional

pieces, in-store branding, website and social media presence.

Built the internal policies, procedures and operational guidelines for a seamless transition to a larger employee base.

Fostered collaboration with cross-functional training that established a customer centric approach in all position responsibilities.

Devised employee relation’s processes with conflict resolution mechanisms to promptly and fairly arbitrate all issues that have

company-wide impact.

Witmer Public Safety Group, Emergency Services Ecommerce Distributor, Coatesville, PA 2005-2011

EXECUTIVE VICE PRESIDENT

Structured a more consistent and efficient approach to the daily operations of a company valued at over $63 million.

Achieved cost effective and sustained company growth from 13 to +200 employees by implementing new policies and

procedures, focused on a systematic approach.

Ensured prudent growth and market penetration by restructuring the corporate infrastructure from a small privately owned

company into a medium-sized enterprise, with strategic and tactical planning, by creating new departments, job descriptions,

functions, relationships, and a highly efficient reporting structure.

In just five years grew company into $63 million enterprise, up from $13 million, by successfully negotiating the acquisitions of

three competitors and over 40% in organic growth.

Managed a team of four vice-presidents and led an IT team to set up the scalable structures needed to provide the necessary

infrastructure to elevate organizational support for a larger customer, inventory and employee base.

Exceeded revenue expectations 12% and delivered greater closures in the on-line, in-store, and B2B points of sale by launching a

new point of sale system.

Mel S.C. King 484-***-**** Cell

Reported directly to the CEO on all matters related to capital and land acquisitions, legal affairs, and elevated customer issues

with direct oversight over all corporate policies, procedures, and planning initiatives for continued growth.

Major supplier consistently recognized company as being leader in strategic planning, organizational change, market awareness,

and customer care.

Responsible for managing the land acquisition, planning, layout, and construction of a 70,000 square foot warehouse.

Negotiated reductions in building permit costs with township and fulfilled the role of construction supervisor on a daily basis to

project manage the build process from a company perspective.

International Business Machines (IBM), IT Consulting Services, West Chester, PA 2000-2005

SR. CONSULTANT (ENTERPRISE SYSTEM MANAGEMENT) / PROJECT MANAGER

Oversaw customer service improvements/enhanced organizational efficiency for multiple companies with the design, development

/deployment of enterprise-wide system management strategies for Change, Help Desk, Asset Management, and e-business.

Managed the execution of a divestiture project that included +100 entities of a national gas supplier under budget, ahead of

schedule and within scope. Performance excellence led to a subsequent team lead appointment for an acquisition project.

Achieved formal recognition for resolving/tracking client issues by transforming to a systematic Post Incident Review program.

Led a multi-million dollar project awarded by the management team for leading several teams in developing and disentangling

infrastructures for mergers, acquisitions and divestitures.

Received recognition as a “Top 1% Performer” out of 30,000 consultants in service delivery for network architecture assessment,

redesign and re-engineering.

Instrumental in achieving several multi-million dollar contract awards through facilitating acceptances by client management team.

Consistently acknowledged as “Trusted Consultant.” A coveted position given by client that must be earned by consultant.

TekSystems, Aetea, IT Consulting Services, Valley Forge, PA 1998-2000

CLIENT SERVICES / PROGRAM MANAGER - CONSULTANT

Successfully guided PNC Bank, Credit Card, in making the millennium change-over without fault or interruption. Conducted Y2K

remediation and compliance in the areas of Application, Networks, and Telecommunications.

Established departmental project charts, held weekly meetings discussing issues, corrective actions, and monitored progress.

Gave weekly presentations to senior management outlining major issues, required action and timeline for completion.

Improved performance of LAN / WAN connectivity through assessment of bandwidth requirements.

Acknowledged by PNC for outstanding performance. Became an integral part of the organization with an exte nded contract after

the credit card business was sold to MBNA.

Lockheed Martin Corp., Aerospace, Orlando, FL & Valley Forge, PA Pre 1998

OUTSOURCING / ENGAGEMENT / TECH SERVICES MANAGER

Led multiple aspects of the business including transitions, cl ient engagement, audits, Service Level Agreements (SLA), strategic

IT planning, Resource Planning and Analysis, vendor oversight (negotiations/cost control), process and procedures development,

performance data, software distribution and licensing.

Guided multiple seamless company mergers and acquisitions in the LAN/WAN / Telecommunications environment affecting 80

locations and over 2500 personnel.

Successfully transitioned desktop PCs and mid-frame services from zero to 12 locations within an 18-month period (contract value

exceeded $50 million and generated $10 million in savings to client).

Established a newly created virtual organization across continental U.S.A. involving four distinct functions with national

responsibilities (50+ people reporting). Acted as Operations Manager, reporting to company IT Vice President with account budget

and cost control responsibilities in excess of $60 million dollars.

Saved $1.5 million in first year by negotiating standardized software/hardware maintenance contracts by implementing a

“Technology Refresh Program”. Acquired/transitioned the maintenance and repair of 80,000 desktop PC’s at over 40 locations.

Instrumental in achieving a 30% growth of the services as a result of formal presentations made regarding analytical abilities and

previous savings of maintenance contracts to senior members at 20+ companies within the corporation.

Acknowledged with a “Vision Award” for successful government audit through the creation of a Process and Procedures Council.

OTHER POSITIONS HELD AT LOCKHEED: PROGRAM & MISSION AREA QUALITY MANAGER AND SPACE DEFENSE INITIATIVE (SDI) QUALITY

BUSINESS MANAGER /OPERATIONS

Mel S.C. King 484-***-**** Cell

EDUCATION & TRAINING

Loyola Marymount University, Los Angeles, CA Master of Business Administration GPA 3.9

California State University, Los Angeles, CA Bachelor of Science, Finance GPA 3.5

East Los Angeles College, Monterey Park, CA Associate of Science GPA 3.9

(Dean’s List)

International Business Machines - IBM, “Professional Consultant Workshop” – “Customer Service Delivery & Strategic Planning” –

“Service Offerings, Tivoli Tools, and Application of Management Tools / Practices to e-Business” – “e-Business Management Systems”

– “IT Organizational Assessment”

US Air Force, Amarillo, TX; Seymour Johnson AFB, NC; Thailand; McGuire AFB, NJ

AWARDS & MEMBERSHIP ASSOCIATIONS

International Business Machines - IBM, President’s Award

Lockheed Martin, President’s Award

U.S. Air Force, Airman of the Month

American Society of Quality Control - ASQC, Former Member and President of Local Chapter

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