Customer Service Management

Daniel Brimm

Apple Creek, OH ********@*****.*** - 330-***-****

WORK EXPERIENCE

Director of Administrative Services

SmithFoods Inc. - Orrville, OH - October 2013 to Present Responsibilities

Develop policies and procedures for all areas of our customer-facing organization, including accounts receivable, customer service, master data management, and accounts payable. Identify process improvements and work with technical support as needed to implement process changes on our team.

Orchestrated our team through the discovery, documentation, and delivery phases of an online order management application complete with test scenarios, customer adoption, and user training.

Developed and implemented change to our customer service model that transformed our team from "order- takers to relationship-makers" by enhancing our customer service offerings. Spearheaded a cross-functional team that identified strategic initiatives for our supply chain that are currently being implemented under the guidance of senior management. Coordinated a cross-functional team that streamlined our customer on boarding process. Accomplishments

Implemented key process improvement initiatives in the credit approval and the invoice approval life cycles adding visibility and accountability to these activities. Headed the organizational restructure of the general administrative team combining multiple functional areas into a single customer servicing team.

Skills Used

Team building, workforce development, problem solving, analytic skills, project management, Capital and operating budgets, financial analysis, customer service, Office Operations Manager

Dairy Enterprises Incorporated - Orrville, OH - January 2000 to October 2013 Responsibilities

Responsible for day to day operation of business office. Served as administrator for OnBase

(document management system) as well as identifying areas for process improvement. Was given the responsibility of the accounts receivable department in addition to communication systems and facility upkeep.

Accomplishments

Implemented new workflows that addressed challenges in our invoice approval and credit approval processes. Enhanced manager's ability to monitor these processes from beginning to end and improved efficiency. Managed multiple facility redesign projects over this period of time. Developed and maintained operational and capital budget for the G&A activities in the organization.

Skills Used

Analytic skills, team building, communication, finance and budget, project management Shop Supervisor

Smith Dairy Products Company - Orrville, OH - June 1991 to December 1999 Responsibilities

Responsible for the identification and organization of thousands of MRO parts for the production maintenance department. This was done in conjunction with the installation of a computerized maintenance management system that was used for tracking inventory, establishing preventative maintenance activities for key assets and related activities. The system also integrated a purchasing system for the MRO items as well. Accomplishments

Successfully established MRO inventory and developed preventative maintenance and work order procedures for key production assets. Established min/max inventory and developed positive, mutually beneficial relationships with key vendors and service providers. Skills Used

Organization skills, analytic skills, computer skills, team-building, finance and budget, EDUCATION

MBA in Business Administration- Finance

Mount Vernon Nazarene University - Mount Vernon, OH 2011 to 2013 BBA in Business Administration

Mount Vernon Nazarene University - Mount Vernon, OH 2009 to 2011

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