Customer Service Sales

John Halnen

** **** ****** • Marion, MA ***** • 508-***-**** (cell) • *********@*****.*** • https://www.linkedin.com/in/jhalnen

High-impact, Operations, Distribution, Fulfillment and General Management executive esteemed for leveraging technology to drive sustained profitability in warehousing, distribution, transportation, logistics management, sales and IT. Respected for instituting operational efficiencies and cost saving strategies without sacrificing service quality. Analytical, communicative and collaborative, a hands-on, team-oriented leader and builder of high-performance teams focused on goals and metrics. Notable contributions:

Business Turnaround: Turned around a billion-dollar plus operation, acquired professional services and personal computer [PC] remarketing firm, Businessland, Inc., that had a rapidly declining customer base and revenues and obsolete inventory – switched operating systems to those of JWP Information Systems [JWP], the acquiring company, temporarily closed two distribution centers [DC], converted and rerouted all open customer orders to JWP’s DCs, brought in critical management and fulfillment personnel, and set up multishift operations, etc. – eliminated $40M in exposure, sold/auctioned-off old inventory, and became fully operational within four months.

Business Restructuring/Transformation: Recognized an industry trend and got ahead of the declining margins of the PC remarketing model in the early 2000s. Restructured business strategy to position the company for future growth – disposed of obsolete divisions and used the proceeds to shift strategy to launch the world’s first hosted SaaS-based (Software as a Service) eProcurement solution. Successfully converted more than 95% of existing corporate clients to the new model.

PROFESSIONAL EXPERIENCE

INTERIM MANAGEMENT SERVICES [IMS], Marion, MA 2014 – Present

Specializing in cost-effective interim management solutions. IMS provides short- and long-term leadership, project management and turnaround services for companies in transition.

PRINCIPAL

Representative Projects:

OPERATIONS EXECUTIVE, READ CUSTOM SOILS [RCS], Wareham, MA, 2015 – 2016 (contract position)

RCS is one of the fastest growing A.D. Makepeace divisions, and is a major player in the engineered soils business and a leader and innovator in the specialty soils industry for over 15 years.

Engaged to analyze the business, strengthen the sales team, improve production performance and implement technology to drive business decisions. Completed the contract on time and budget.

Increased sales and support team performance; implemented a client-focused sales strategy and achieved 120% of targeted 2015 sales quota

Increased productivity without increasing headcount; leveraged existing knowledge and expertise to realign personnel and closed Q1 2016 ahead of forecast

Created and implemented several technology enhancements – information dashboard, on-hand inventory, production scheduling and system-generated dispatch notifications

VICE PRESIDENT, ENTERPRISE SOLUTIONS, CHOICE LOGISTICS, INC., New York, NY, 2014

$70M provider of mission-critical logistics services for the global market place.

Contracted to lead a team of Senior Engineers providing solutions design, implementation services, customer service and sales support worldwide.

Transitioned team from internally focused to externally focused client-centric operation; strengthened and restored client relationships

Implemented performance management tools and client feedback mechanisms

Improved response time on solutions design requests; grew the overall department satisfaction rate to more than 93% from less than 50% prior to tenure

Created a sense of urgency and ownership; developed service-level goals to increase efficiency, reduce costs and improve client-centered communications

EQUIPNET, INC., Canton, MA 2007 – 2013

VICE PRESIDENT, OPERATIONS

Leading provider of proactive asset management services and solutions, revolutionizing the way companies manage their surplus assets.

Managed the teams responsible for distribution, transportation, logistics, warehousing and inventory control. Traveled to outsourced fulfillment partner locations in St. Louis and Puerto Rico to provide on-site personal oversight versus remote management. Designed the technical specifications for a proprietary warehouse management system [WMS].

Automated warehousing and fulfillment operations; increased inventory accuracy from 50% to 100%, while simultaneously reducing order cycle times and improving customer satisfaction

Logistics team recognized as the 2012 top-performing division based on customer service, revenue growth and gross profits

Established customer service level goals and standards to improve efficiency, reduce costs and improve the customer experience

Collaborated with sales, marketing and operations to infuse service at every touch point in the process

ELCOM INTERNATIONAL, Norwood, MA 2000 – 2007

OPERATIONS EXECUTIVE

A $12M developer and licensor of automated eProcurement and eMarketing software applications

Motivated and retained all key employees through tumultuous financial struggles

Worked with marketing and sales to develop an international global business infrastructure

Cultivated and managed strategic partner relationships in the United States and United Kingdom

OTHER PROFESSIONAL POSITIONS

ELCOM SERVICES GROUP, Canton, MA

OPERATIONS OFFICER/VICE PRESIDENT OPERATIONS/DIRECTOR, CUSTOMER LOGISTICS

Formerly Catalink Direct, a $650M reseller of PC products, Elcom Services Group was a professional services company providing PC products and enterprise-level business services solutions.

Recruited as one of a four-person start-up team to develop the first online Personal Electronic Catalog and Ordering System (PECOS™)

Assumed increasing responsibilities over the eight-year tenure

Oversaw distribution, warehousing, strategic partnerships, transportation and vendor management

JWP INFORMATION SYSTEMS/NEECO, INC., Canton, MA

DIRECTOR, NATIONAL DISTRIBUTION

A $1.8B reseller of PC products and peripherals.

Directed all US distribution and over 300 warehouse, distribution, transportation, logistics, customer service and quality control personnel

Education

BSCO (Bachelor’s Degree), Computer Engineering,

Sylvania Technical School, Division of Wentworth Institute of Technology, Waltham, MA

Certificate coursework, Marketing and Organizational Behavior, Northeastern University, Dedham, MA

Lean Six Sigma License 5270109, Management and Strategy Institute

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