Kevin Godwin

Gainesville, FL *****

ad3im5@r.postjobfree.com

+1-352-***-****

Experienced Director of Customer Experience with a proven track record of elevating customer satisfaction and loyalty across diverse industries. A strategic leader adept at developing and implementing customer-centric initiatives that drive engagement and revenue growth. Skilled in leveraging data-driven insights to optimize processes, enhance service quality, and streamline customer journey. Adept at building and mentoring high-performing teams dedicated to delivering exceptional service. Seeking to apply my expertise and passion for customer excellence to lead a dynamic team and contribute to the continued success of a forward-thinking organization. Work Experience

Sales Engineer – Warehouse Automation

South Atlantic Systems Group - Jacksonville, FL

January 2022 to August 2023

• Work to understand my client's business, identify wants and needs to develop engineered warehousing, logistics and distribution solutions across a multitude of industries.

• Designed solutions including conveyor, mezzanine, modular structures, racking, shelving, vertical storage systems, AMR’s warehouse automation and customs storage solutions: typically improving storage capacity by 50% or more, inventory accuracy by +-30% put away and pick speeds by over 20%. While delivering as little as 12-month ROI.

• Provided large scale project management for installations including internal, external, and sub-contractor coordination.

• Developed and maintained relationships with customers, subcontractors, and resources in conjunction with active projects. Director of Logistics – Medical Devices

Exactech, Inc. - Gainesville, FL

July 2017 to October 2021

• Implemented processes for Global Distribution infrastructure including in and outbound shipments, inventory controls, medical instrument processing, raw materials, WIP, finished goods and our materials management team. Improving overall cost of operations by 15%, improved inventory accuracy to maintain over 98% accuracy and employee turnover reduced to under 5% year over year.

• Responsible for Employee hiring, development and accountability planning, as well as federal, state, local and internal audits

• Developed, reported and presented departmental KPI’s and budget both vertically and horizontally.

• Identified strategic partnerships including material suppliers, national carriers, 3PL, freight forwarders and international clearing houses cutting cost by over 20% annually through contracts and leveraged relationships.

• Championed continuous improvement utilizing Lean principles, Kaizen Events, our MES and IT Departments cutting in bound processing time by 80%, improved scanning accuracy to maintain over 99% and reduced headcount by 15%.

• Authored and executed the Business Continuity plan for my business segments.

• Responsible for CAPA identification, follow through and reporting including root cause analysis.

• Project management: system upgrades, new technology installations (i.e., RFI, Vertical lifts) new location build outs, warehouse moves. Director of Customer Operations – Medical Devices

Exactech, Inc. - Gainesville, FL

October 2005 to July 2017

• Same as above (Director of Logistics) and including the following activities.

• Supported mentored and motivated global customer service team, maintained 15% or less turnover.

• Responsible for customer satisfaction and follow through. Interacted directly with Medical Reps and Surgeons

• Conducted field surveys for service improvements. improved customer service ratings from 74% to 98% utilizing survey information.

• Inventory control and cycle counting execution and reporting.

• Represented the company at corporate events, Acted as MC for Annual meetings. Business Strategy Manager – Technology SaaS

Fidelity National Financial - Jacksonville, FL September 2003 to September 2005

• Solicited customer input to develop the future state of the FIS mortgage servicing platform.

• Worked in collaboration with the software development team to translate inputs for the nation’s leading SaaS servicing platform.

• Project management for customer engagements and testing

• Conducted UAT – user testing.

• Onsite support for beta site testing

• Corporate representation at Trade shows and corporate events Director of Sales – Pharmaceuticals

Anda Inc - Weston, FL

October 1998 to September 2003

• Responsible for internal sales of Pharmaceuticals

• Maintained an 85-seat call center leveraging just in time inventory and relationship selling

• Successfully maintained staffing levels through interviews, training and employee retention

• Encouraged cross collaboration with warehouse and distribution teams.

• Managed lead acquisition and distribution

• Responsible for meeting sales goals

• Produced KPI and KSI performance reporting.

• Conducted employee development and accountability plans.

• Conducted trade show presentations.

• Project management implementation of our CRM and outbound calling systems.

• Subject matter expert for installation of SAP

Director of IT - Technology

United Tele-Solutions - Jacksonville, FL 1995 to 1996

• Developed and managed the IT/Telcom platforms in multiple calls center in Florida and South Carolina.

• Hired, developed and trained call center staff.

• Pursued and established strategic relationships with vendors and clients.

• Managed lead acquisition and distribution

Dialer Manager - Technology

Precision Response Corporation - Jacksonville, FL 1993 to 1995

• Managed multiple dialers in a 600-seat call center serving over 12 unique clients.

• Managed all call campaigns and call strategies.

• Hired, developed and trained call center support staff.

• Client liaison for lead management and campaign KPI’s and targets

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