Christopher Lentocha
Tolland, CT 06084
Home - 860-***-****
Mobile - 860-***-****
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Results-oriented customer service professional with over 15 years of
experience. Received continuous recognition for delivering superior results
in a fast-paced, deadline-oriented environment.
Cooper Surgical, Inc., Trumbull, CT
February 2008 to Sept 2014
Senior Manager, Customer Service (Call Center)
11/09 to 9/14
o Provide leadership to 18 customer service employees and two
supervisors responsible for the Surgical, Distributor, In Vitro
Fertilization and OB/GYN business units Domestically and
Internationally. In charge of forecasting and creating expense budget
for department.
o Responsible for all aspects of management which includes strategic
planning, hiring decisions, performance reviews, call center employee
relations and holding supervisors accountable to reviewing scorecards
with their teams.
o Responsible for IT-related projects which includes serving as a
project team member of the E-Commerce team which develops, trains and
implements the shop online website, and Call Center technology
o Creation of KPI's using a Customer Value Proposition. Creation of
Customer Satisfaction Survey based off Customer Value Proposition.
o Versed in using MS Project for ongoing project planning on strategic
projects to move department to next level of success.
o Partner with the sales team to develop up selling strategies for
customer service. Also develop new strategies to improve call quality
and be more customer centric.
o ERP system used - DATAFLO
Manager, Customer Service (Call Center)
2/2008 - November 2009
o Provided leadership to a team of 16 customer service employees and 2
supervisors dedicated to support the Surgical, Distributor, In Vitro
Fertilization and OB/GYN business units
o Implemented new service standard metrics in call center, conducted
analysis of statistical reporting of service metrics
o Partnered with sales team to develop up selling strategies for
Customer Service
o ERP system used - DATAFLO
Gerber Scientific, Inc., Tolland, CT October
1994 to February 2008
Manager, Customer Solutions Center (Call Center)
6/2004 - February 2008
o Managed a team of 25 call center employees and 2 supervisors dedicated
to supporting all Gerber divisions
o Served as a project team member on the Shared Service initiatives and
implementation
o Served as a member of the Gerber Coburn relocation team (spare parts
and consumables to a DHL warehouse)
o ERP system used - SAP (Sales and Distribution Module, and Materials
Management Module)
Gerber Scientific Operations, Production Supervisor
3/2003-6/2004
o Supervised 25 employees
o Responsible for day to day Aftermarket facility in absence of
Aftermarket Manager
o Served as a member of Strategic teams through out the company to
ensure superior quality of service for the Customer
o Founding team member for Logistics team that was implemented in 2004.
o ERP system used - SAP (Sales and Distribution Module, and Materials
Management Module)
Aftermarket Order Fulfillment/ Shipping Specialist 9/2001-
3/2003
o Strategic planning and order management for Aftermarket Division
o Member of Strategic teams through out the company to ensure superior
quality of service for the customer
o ERP system used - SAP (Sales and Distribution Module, and Materials
Management Module)
EDUCATION
Ashford University, Iowa
Bachelors of Arts, Business Administration
Currently enrolled - 1 year left
Manchester Community College, Manchester, CT
Business Administration
1Semester
Morse School Of Business, Hartford, CT
Travel and Tourism Program
Graduated August 1993
LEAN Manufacturing Training
Lean Horizons'
Year of 2007
COMPUTER/TECHNICAL SKILLS
SharePoint, SAP (8 year's experience SD and MM modules), Microsoft Office
Suite, MS Project ASK ManMan System, Lotus 1-2-3, FedEx Power Ship, UPS
Online Shipping, SABRE, DATA WORKS, Citrix, AVAYA, CISCO, GHX (Global
Healthcare Exchange)
ACHIEVEMENT/PERSONAL
o Coach Youth Athletics
o SAP implementation team member
o Lean Manufacturing Team Leader
o Certificate in Expertise of Orlando, Orange County Convention and
Visitor Bureau, Florida
o Awarded 1992 Business scholarship / DECA Chapter President,
Willimantic, CT
References available upon request