Manager Customer
Resume:
MATTHEW CHASE
**********@*****.***
Work Experience
LORAIN TOOL ENTERPRISES, Lorain, Ohio-Quality Assurance Manager April, 2015-Current
Manage company QMS and processes in order to maintain ISO 9001 and AS9100 certification.
Create and maintain procedures and work instructions to continually improve the QMS.
Perform process surveillance and internal audits. Submit and follow up on corrective action requests.
Review Customer Contract Requirements and oversee compliance as required.
Identify overall training needs of the plant and ensure those needs are addressed.
SUMMIT RACING EQUIPMENT, Tallmadge, Ohio-Supply Chain Specialist 2012-2015
Responsible for purchasing decisions relative to over 200 suppliers of various commodities.
Managed weekly stock orders of $1,000,000-$2,000,000 along with customer special orders.
Produced an annual savings average of $2,500,000 recorded through managing discount programs and negotiating contract terms with suppliers.
Surpassed all performance goals including savings, inventory, profit margin and backorder levels.
Analyzed market data via Micro-strategy reporting making adjustments as warranted due to changing environments.
Responsible for monitoring supplier quality. This included packaging, shipping and product feedback. Implemented a Supplier Corrective Action as warranted.
SAGEQUEST, Solon, Ohio-Customer Care Team Lead 2011 - 2012
Managed team comprised of 8 Customer Care Representatives in a high volume call center.
Investigated and resolved all credit requests and escalations.
Created and implemented new processes and training adjusting to the changing business environment.
Audited processes for compliance and effectiveness. Revised processes as necessary to maintain an atmosphere of continual improvement.
New processes resulted in quicker response rates and Customer Satisfaction increase of 10%.
Achieved all monthly and quarterly goals related to team responsiveness, follow up and survey results.
OECONNECTION, LLC, Richfield, Ohio-Customer Service Lead 2011
Responsible for a new sales initiative resulting in additional monthly revenue of $100,000.
Coordinated sales transactions between potential parts buyers and sellers in order to increase revenue stream.
Project Manager of project consisting of 5,000 effective outbound calls. Project was completed well ahead of the deadline while exceeding all goals. Resulted in a large corporate contract signed.
Identified and analyzed the market relating to the purchase and sales of auto parts. Ensured compliance to Customer Requirements and Customer Satisfaction was above the goals set.
Maintained compliance of key department processes in accordance with company internal documentation and ISO 9001:2008.
Account Manager 2009 - 2011
Nurtured account relationships by providing quality service to drive usage and adoption of company products.
Generated new sales by assessing customer needs and upselling new solutions.
Traveled to select accounts in order to increase product usage via training customer personnel in various processes.
•Surpassed all goals set for metrics including customer retention rate and usage.
MATTHEW CHASE
**********@*****.***
Product Specialist 2007 - 2009
Established, developed and maintained solid relationships with customers to facilitate the sale/purchase of OE automotive parts.
Member of the product support team conducting consumer, market, and product development research.
Conducted presentations to drive customer awareness of product capabilities and new customer initiatives.
Assisted Product Manager on creating a new product targeting a new business segment. Resulted in a successful launch and increased revenue for the company.
Customer Care Representative 2006-2007
Took ownership volunteering to be a one person inbound call center during initial department reorganization.
Documented best practices and created an employee training manual for the department.
Administered customer training on all products. Training custom tailored to specific customer needs.
Researched and resolved client issues via phone and e-mail. Ensured that each customer received an appropriate response and that each issue was resolved completely to their satisfaction.
LESCO, INC., Plain City, Ohio- Assistant Service Center Manager 2005
Responsible for sales, inventory control, merchandising, product and service quality.
Computer Skills and Attributes
Over 10 years’ experience in Customer Support, Account Management and Quality Management.
Power Point, Word, Access, Excel, Navision, Visio, Salesforce, CRM, Microstrategy.
Excellent communication, organization and quality management skills.
Self-motivated professional with proven analytical, negotiation and problem solving skills.
Capable of working quickly and accurately under pressure to successfully meet short deadlines.
Education
Bachelor of Business Administration
Major: Business Management
Graduation Date: 2004
GPA: 3.6
Cleveland State University, Cleveland, Ohio
Project Management Professional Certification
Baldwin Wallace University
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