Director/Manager Customer Service/Sales/Operations

Robert Beatty

*** ******* *****, *********, ******* N2P 1P8

Res.: 519-***-**** Mobile: 519-***-****

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

Career Profile

An innovative and energetic leader with sales, analytical, organizational and problem solving abilities. Possess’ strong interpersonal skills and a proven history of success in a commercially sensitive, fast paced environment. A dedicated results-oriented decision maker with experience in leading customer service, sales, distirbution and project management initiatives including managing all levels of staff, process improvement initiatives, change management, manufacturing, account development, and partnering.

Employment History

ATS – Automation Tooling Systems

Life Sciences Product Manager 2015-2016

Responsible for identifying and implementing long term strategic growth initiatives of customer service team along with short term tactical implementation of process improvements supporting company vision. Managed a team that involved the hiring, training, communication, change and performance management. Strategically and operationally aligned the structure and workload of the team to meet the needs of both internal and external customers.

•Successfully contributed to the growth of the service/spare parts business by 28% in first year through the restructuring of outdated processes’ and culture’s within the organization.

•Applied critical thinking skills, implemented continuous improvement initiatives and root cause analysis to improve on time delivery of service/spare parts business by 35%.

•Created, developed and implemented KPI data driving operational process improvements to support scalable sales growth of the service team.

•Automated processes eliminating duplication of manual tasks of daily departmental activities increasing ROI by 15%.

•Created performance metric reports (KPI’s) from the ERP business system measuring critical success for on time compliance, cycle time and margin analysis of sales.

•Project managed large key customer accounts ensuring projects were delivered under budget and on time.

LifeLearn Inc. 2014-2015

Director-Client Solutions and Support

A self directed individual who is responsible for the company’s overall execution of the solution and support strategies for our North American contact center. Oversee the daily activities of the client solutions team ensuring scalability, client retention and company processes are updated, implemented and followed by continually coaching, mentoring and implementing process improvement activities to increase efficiencies and ROI. Developing, implementing and monitoring KPI’s and SOP’s that drove customer loyalty to our brand.

•Developed and Implemented customer on boarding techniques that increased efficiencies by 15% and lowering customer churn rate by 20%. .

•Provided leadership through regular performance reviews and consistent coaching methodologies.

•Investigated, implemented and monitored a customer centric CRM platform to better service our clients through customized reporting on the team’s performance in relationship to response/resolution time, departmental activity and customer satisfaction scores (NPS) in driving brand awareness.

•Created detailed reports for upper management which analyzed developing trends in turn driving best practice KPI’s and SLA’s for partner organizations and clients.

•Created a “closed loop” communication process in dealing with client challenges with other departments and the management team.

•Implemented standardized policies and procedures with the development and introduction of SOP’s and process improvements for team members, internal clients to consistently advance efficiencies and overall client experience.

•Influence team diversity to motivate and accomplish organizational goals and project initiatives to develop clients for life.

•Developed and fostered relationships across all levels of the organization through strategic alignment of goals and objectives of the service team with that of the overall organization.

MTD Canada 2009 – 2013

Manager-Customer Service/Technical Support

Reported to the vice president, responsible for the company’s Inside Sales/Customer Service Strategy and Administration while providing “World Class Customer Service” to national clients by managing eleven (11) front line professionals dedicated to the Sales/Distribution of both products and services. Initiated and lead a successful corporate philosophy that effectively and efficiently supported customer retention strategies for retail, independent distribution and end user consumers within the Lawn and Garden Industry.

•Lead and participated in activities on continuous improvement processes. Identified and implemented Key Performance Indicators, (KPI’s) and developed and initiated new Standard Operating Procedures (SOP’s) for the Customer Service Department resulting in increased sales of 15%

•Managed, advised and influenced a team of professional customer and technical service representatives in a fast paced, high volume work environment. Mentored and maintained a positive work environment that produced a high level of moral within the team by empowering and encouraging member decisions within defined areas of responsibility

•Applied change management skills to design and implement the successful restructuring of the previous CSR and Technical Service model into a cohesive group serving the Canadian retail, distributors, and independent markets on a national level.

•Increased customer retention by 12% within the organization by streamlining issues pertaining to post sales support. Created and implemented a standard model for the post sales group of discovery, debate and collaborate to solve sensitive customer issues into win/win situations.

•Implemented “Best Practices” to collaborate with our Montreal office in the successful integration of a National Service Model resulting in improved efficiencies in delivering standardized levels of Customer Support in operations and post sales assistance for MTD customers. Recognized operational savings of over 15% in year one.

•Applied a “lean initiatives” program in order to create process improvements for service and customer retention strategies that resulted in bottom line savings in excess of $500K in first year and increased number of sales per employee.

•Initiated and implemented a new incoming call flow process designed to create further efficiencies internally while making the service process more effective and easy for the end consumer and increasing CSR availability of over 30%

•Launched a cross training processes allowing for single call resolution by providing employees with tools, training and support to effectively solve customer enquiries and driving customer satisfaction by 25%.

•Performed quarterly/yearly performance reviews for employees providing constructive feedback and assisting them in reaching their personal and professional goals.

Robert Beatty

Rockwell Automation – Allen Bradley 1981 – 2009

Manager – Customer Service/ Support/Sales (1995 through 2008)

Successfully lead, managed and administered a global business unit responsible for product sales, service, support, marketing, and delivery of custom engineered components for the world-wide installed customer base. Lead a team of seven (7) direct reports and forged relationships globally within the organization as well as across departmental boundaries to achieve world class results.

•Developed and implemented processes both internal and external to the business in order to improve customer loyalty indices resulting in on-time compliance ratings going from 56% to over 91%, as well as cycle time improvement going from 21 days to 5 days. Both of these achievements exceeded corporate expectations. Maintained and managed more than $1,700,000 in critical inventory in an “engineered to order” business that turned over more than 6 times the company standard annually.

•Consistently exceeded established business goals by achieving well over 20% growth rate in sales year over year for the last seven years; the highest such growth in the organization; going from $3,000,000.00 to over $17,000,000.00, while maintaining a minimum 60% gross margin, also the highest organization-wide.

•Through a variety of strategies, demonstrated a proven ability to meet the demand by producing more results without increasing costs. Increased overall sales per employee ratios consistently over the last seven years by more than 10% per year per employee.

•Managed front line service providers, including project management and support, within the Service/ Components group. Implemented an environment of continuous improvement to meet the strategic demands of the overall corporate needs.

•Created a “Just in time” process that included partnering with key suppliers to bridge gaps in deliveries, analyze lead times, recognize obsolescence, review mean time between failure rates, and analyze sales history; all of which ensured that the right product reached the right client on time.

•Collaborated with other key global locations within the organization to ensure component compatibility and maintain customer focus through leadership that included shaping policies, procedures, and processes.

•Negotiated successful implementation of business processes for inter-company global service locations for component availability and support for the business unit.

•Initiated and developed the organization’s first pricing catalogue and marketed it to existing customer base resulting in increased sales (measured at 5% contribution to overall growth of the division) and reduced the need to deliver proposals and quotations.

Robert Beatty

Community involvement/Memberships

Canadian Hockey Association 1982-Present

•Successfully achieved and maintained a Level 5 certification status as on ice official with the Ontario Hockey association. Participated and successfully officiated in numerous provincial championships at both the CIS and Junior level as a referee.

•Mentored young officials to become better individuals both on and off the playing surface.

•Recognized and presented the John Blackwell award by the Ontario Hockey association as the most improved official.

Executive Director-Tri city ball hockey inc. 2005-2010

•Created, programmed and implemented a youth ball hockey association in cooperation with the Ontario Ball Hockey Association and 3 municipalities in Waterloo Region in 2005. From its inception, it has grown in youth ball hockey players (ages 4 to 18) to over 1500 players in the tri-cities area providing youth of the communities a place to enjoy the sport.

•Ontario Ball Hockey Association Volunteer of the Year (2006)

•Ontario Ball Hockey Association Executive of the Year (2007)

Ontario Ball Hockey Association/Canadian Ball Hockey Association 1983-Present

•Represented the Canadian Ball Hockey Association as the Referee in Chief from 2007 to 2012. Supervised officials from various provinces at the National Level for development to international assignments.

•Three time recipient of the Referee of the Year award for the association

International Street and Ball Hockey Federation 2006-2011

Referee in Chief

•Ensured quality officials were selected to participate in international and world championship events through supervision, development programs and personalized coaching.

•Supervised officials, provided guidance and feedback to each individual official at World Championships in various countries.

Education and professional development

Government of Ontario - AODA Customer Service Training 2013

University of Waterloo - Customer Service Excellence 2013

University of Waterloo –Professional Development – Customer Service Works 2012

University of New Brunswick – B/A 1980

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