RICHARD J. FULLARTON

647-***-**** Batawa K*K *E* ad1uhq@r.postjobfree.com

SERVICE and OPERATIONS LEADERSHIP

Process Improvement * Client Care Excellence * Bottom Line Impact

A results-driven Service and Operations leader with an extensive track record of planning and executing process improvement initiatives that have consistently contributed to stronger internal systems/controls to support sales growth and customer retention. A change agent who has effectively re-organized department structure and delivery capabilities over a variety of programs and services – reducing costs, building greater efficiencies, and continually adding value to stakeholder goals. Expert at integrating acquisitions into a centralized process with KPIs/benchmarks for standardized service excellence.

Career to date has focused on the Hi Tech and Business Products sectors; with competencies that are readily transferable to other fast-paced, competitive, customer-centric Service environments where strategy development and timely process implementation sound are keys to success. Known as a strong communicator and mentor who collaborate well cross-functionally. Dedicated to quality at every level.

AREAS OF EXPERTISE

Operations Management

Process Improvement

Parts (National) Inventory

Quality Management

Benchmarking/KPI

Project Management

Product Set Up

Systems Conversion

Due Diligence

Change Management

Contract Pricing

Supply Chain Management

Call Centre Set-Up

Customer Care Monitoring

Technical Training

HIGHLIGHT ACHIEVEMENTS

Centralized entire Service operation - moving call centre, parts inventory, supplies and customer contract billing to head office. Department PBT went from a 5% to 40% as a result.

Headed up Service implementation team in major computer conversion project, moving legacy system to Oracle/Tesseract on time and without disruption.

Overhauled inventory control practices, reducing field stock from $1.7M to $600K a month (90 days to 30), with major improvement first time repair capacity.

Member of Due Diligence team, (completed approx 60) responsible for Service review portion. Successful outcome led to purchase of a number of companies, increasing revenue and profit on both sides of the border.

Combined 17 service dispatches to one centralized call center, setting up system to redirect connections. Reduced staff from 25 to 12, while increasing coverage and preventing revenue loss.

Altered field fleet routing to reduce response time to <4 hours and increase first call effectiveness.

Developed a mobile service training system and delivered to the acquired companies in their local areas, accelerating learning and reducing expenses by 40%.

Set up a national survey system for customer feedback all aspects of sales, service and supply experiences, allowing for greater responsiveness to customer care issues.

Improved contract billing to reduce invoicing errors, saving 20% in revenue collection.

Established service benchmarks to improve productivity and quality in enhancing the customer experience. Standards were adopted by Head Office and subsequently issued globally.

CAREER HISTORY

SERVNET SOLUTIONS INC 2012 – TO DATE

MANAGING PARTNER

Established independent consulting firm to assist client organizations to enhance their financial, admin, inventory and service capabilities. Provided guidance in setting up and implementing technical and administrative processes, establishing contract rates, improving inventory management, training staff and related business improvement activity. Change management with setting of KPI’s and benchmark

Increasing revenue, decreasing cost of goods and direct/variable cost and increasing bottom line profit.

TOSHIBA CANADA – OFFICE PRODUCT GROUP 2007 – 2012

Vice President, Service and Technical support

Responsible for 200 technical staff through 4 direct and 8 indirect reports. Mandated to increase revenue and reduce expenses – increased contribution to 40% plus PBT. Set up production and inventory controls.

Directed training for Service staff. Monitored due diligence for new acquisitions. Centralized operation.

TOSHIBA AMERICA – BUSINESS SOLUTIONS 1999 – 2007

Director, Service Business Development

Similar role to Toshiba Canada role described above, with an additional mandate to increase revenue ($300,000,000 was the outcome) through acquisition growth. Responsible for up to 1000 technical staff through 3 direct and 14 indirect reports

IKON OFFICE SOLUTIONS 1995 – 1999

Director, Service - Eastern Canada

Transformed service processes in Eastern Canada into one central system. Set up Call Centres to align policies and procedures. Trained Service Managers on computer applications. Conducted liaison between Service Centres and marketplace. Developed parts program with Shared Distribution Centre.

Seconded to USA Mid Atlantic Group mid 1999 to reorganize Order Process and Billing Cycle departments

General Service Manager - Mississauga

Managed all technical field and workshop operations. Directed 2 Field Service Managers and 23 Field Technicians, plus 3 Workshop Technicians. Handled all Service Administration through an additional staff of 6 - including service contract setup, billing and collection, dispatch and machine parts inventory. Managed multi-million dollar budget and reporting with profit targets of 35-40%.

SERVNET CONSULTING 1993 - 1995

Managing Partner

Established independent consulting firm to assist client organizations to enhance their service capabilities. Provided guidance in setting up and implementing technical and administrative processes, establishing contract rates, improving inventory management, training staff and related business improvement activity.

Subsequently hired full-time by major client IKON after successful engagement.

OFFICE EQUIPMENT INC. (OE)

General Service Manager - Hamilton 1988 - 1993

Similar role to IKON General Service Manager described above. Directed 4 Field Service Managers and 35 Field Technicians, 1 Workshop Supervisor and 8 Workshop Technicians.

District Service Manager - Markham 1984 - 1988

Managed OE network support for 50+ dealers. Handled all related service administration, including inventory control and customer relations. Provided technical training to dealer staff.

EDUCATION

B.S. equivalent in Telecommunication Southampton College of Technology

B.S. in Operational Management Foundation for International Service inc

Contact this candidate