Management

MATTHEW W. DILLON

Home 540-***-****

**** ****** ****

Roanoke, VA 24018 Cell 540-***-****

Email: ***.***@*****.***

PROFESSIONAL PROFILE

I am a dedicated professional with over 21 years of successful Account Management, Account Services, Customer Service, Manufacturing, Distribution Planning and leadership experience.

SKILLS SUMMARY

•Strong initiative to succeed with ability to provide leadership that encourages others to reach their goals and objectives.

•Excellent track record for building and maintaining professional relationships.

•Committed to professional excellence and willing to assume responsibility for high quality performance of duties.

•Ability to recognize, analyze and solve problems efficiently and effectively.

•Exceptional interpersonal and communication skills. Can be counted on to represent the organization effectively and to meet or exceed quotas consistently.

•Dependable, organized, and detail-oriented with ability to work alone or as a cooperative team member.

•Proficient in Word, PowerPoint, Excel, Lotus Notes, AS 400, SAP, Bears (financial software), Microsoft Outlook, QuickBooks and invoicing applications. Digital experience with Macintosh applications.

EXPERIENCE

SW Virginia Service and Depot Manager

HandCraft Linen Services

April 2014 to July 2015

•Maintain and direct all aspects of the Salem Depot satellite location. These operations include but not limited to; receiving, shipping, order fulfillment, building operations, budget, Human Resources. Also the Route Representatives daily operations and customer interactions, leadership, and direction for all staff employees.

•Maintain and continue customer relationships through the resolution of customer needs and customer complaints / concerns.

•Continually visit customer locations to provide support and training on cost savings regarding linen usage and linen orders.

•Cultivate and educate as necessary the vision, values and culture of the organization to all team members as appropriate.

•Support the yearly financial targets of the organization within all areas of responsibilities ensuring we are performing at the highest levels of our capability.

•Foster a collaborative working relationship with all other supporting departments to ensure goals are set and completed in a timely manner.

•Assigned job responsibilities as outlined below.

•Depot maintenance

•Driver support with customer needs

•Supplies for depot operations

•Payroll

•Vacation and vacation coverage for all Route Reps.

•All aspects of the satellite locations operations and customer needs in SW Virginia

•Salem Depot Fleet maintenance and driver certifications

•Service resolutions with proactive remedies

•Implementation of RFID tracking chips for all customer accounts and all linen usage.

Operations/Client Services Manager

Surgical, Anesthesia, and Dental Instrument Distribution Inc.

June 2013 to March 2014

•Maintain and direct all aspects of the Account Services in the Bedford VA operations. Including but not limited to, Receiving, shipping, order fulfillment, building operations, budget, Human Resources. Also providing growth and development, leadership, and direction for all staff employees.

•Manage and conform to budget parameters set for all areas of responsibility while maintaining target objectives.

•Develop and deliver yearly performance evaluations as well as ongoing coaching for direct reports throughout the year.

•Support the yearly financial targets of the organization within all areas of responsibilities ensuring we are performing to the highest levels of our capability.

•Foster a collaborative working relationship with all other supporting departments to ensure goals are set and completed in a timely manner.

•Meet and exceed all objectives and goals as outlined each quarter for business growth.

Account Services Manager / Distribution Requirements Planning Manager

Salem Distribution Manager for Shipping and Order Fulfillment

Elizabeth Arden Inc.

June 2007 to February 2013

•Maintain and direct all aspects of the Account Services and Planning Teams as well as the Salem Distribution Fulfillment Centre. Providing growth and development, leadership, and direction for all staff employees.

•Manage and conform to budget parameters set for all areas of responsibility while maintaining target objectives.

•Provide ongoing educational opportunities including premier customer service, diversity, mentoring, leadership coaching and safety training.

•Create and deliver yearly performance evaluations as well as ongoing coaching for direct reports throughout the year.

•Support the yearly financial targets of the organization within all areas of responsibilities ensuring we are performing to the highest levels of our capability.

•Visit customer locations as required to build strong long lasting relationships with our accounts.

•Foster a collaborative working relationship with all other supporting departments to ensure goals are set and completed in a timely manner.

•Utilize strategic forecast tools to project volume within the distribution centre to prepare for pending volume changes.

•Track and monitor cycle time for our top 5 accounts. Implement improvements to reduce cycle time where and when appropriate.

North American Director of Client Services and Planning

Coral Graphic Services

October 2005 to March 2007

•Maintain and direct all aspects of the North American Customer Service Department and Planning Teams. Providing growth and development, leadership, and direction for all staff employees across several states.

•Manage and conform to budget parameters set for the Customer Service and Planning Departments.

•Foster service recovery efforts for the organization when customers have a less than positive experience with the organization. This includes complaints, concerns, and product defects and rejections as appropriate.

•Provide ongoing educational opportunities including premier customer service, diversity, mentoring and safety training.

•Create and deliver yearly performance evaluations as well as ongoing coaching for direct reports throughout the year.

•Support the yearly financial targets of the organization within Customer Service and Planning ensuring we are performing to the highest levels of our capability.

•Report the Customer Service and Planning departmental monthly operating notes for the organization.

•Support the Sales Team initiatives and the incentive programs designed to increase revenue and profitability throughout the year.

•Prepare and distribute the daily planning reports for the Customer Service team.

Client Service Manager

Novozymes Biologicals Inc.

April 2004 to Oct 2005

•Maintain and manage all aspects of the Customer Service and Samples Department. Providing growth and development, leadership, and direction for 8 employees.

•Manage and conform to budget parameters set for the Customer Service and Samples Departments.

•Initiate service recovery efforts for the organization when customers have a less than positive experience with our organization. This includes complaints, concerns, and product defects and rejections as appropriate.

•Provide ongoing educational opportunities including premier customer service, diversity, mentoring and safety training.

•Create and deliver yearly performance evaluations as well as ongoing coaching for direct reports throughout the year.

•Report the Customer Service and Samples area monthly operating notes for the organization.

•Support the Sales Team initiatives and the incentive programs designed to increase revenue and profitability throughout the year.

•Prepare and distribute the daily planning reports for the Customer Service team.

Account Management Services Supervisor

Senior Account Representative

R.R. Donnelley Company

1997 to April, 2004

•Maintain and manage accounts, including the RRD-Roanoke plant’s top account ($4.5 million/annually).

•Provide leadership and supervision for 12 customer service representatives.

•Team Leader for the implementation of Process Variability Reduction (PVR) at RRD.

•Instrumental in achieving ISO registration at RRD; received training in ISO instruction and as ISO Internal Auditor.

•Certified as the Calibration Technician within the Roanoke facility.

•Participate in ongoing educational opportunities including management, diversity, mentoring, safety, work instruction, and Six Sigma Green Belt training.

•Work with Customer Service Manager to identify and correct errors that create spoilage and revenue loss within the Customer Service Department.

•Assign accounts as appropriate, while periodically reviewing each CSR’s work load and redistributing as needed.

•Visit customer locations as required to build strong long lasting relationships.

•Developed and initiated growth and development communications for the edification of the Customer Service team.

Foreman

Double Envelope

1984 – 1997

•Supervised Press Crew including training, disciplining, and exiting employees when warranted.

•Acted as alternate Supervisor for entire Press Department.

•Served as Adhesive Technician responsible for purchasing, testing, and approving all adhesives used in the Convertagraphics Department.

•Operated all press equipment including 4, 5, and 6 color presses with finishing in-line and rotary cutter capabilities.

EDUCATION / AFFILIATIONS

Virginia Western Community College 1998 – 2000

Major: Communication Design/Business Administration

Almeda University Bachelor Degree

Major: Business Management 2010 - 2012

Inclusion Council Member – R.R. Donnelley 2003 – 2004

Mentoring Program Committee Member – R.R. Donnelley 2002 – 2004

Lay Advisory Committee Member – Virginia Western Community College 2000 – Present

Roanoke City Partnership Program Member 1999 – 2002

References Available Upon Request

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