Customer Service
Resume:
Randall W. Knudtson
920-***-**** **** Rainbow Ave, De Pere, WI 54115 **********@*****.***
Customer Focused Leader
An engaged service professional with success in customer service, manufacturing operations, and sales. An effective communicator serving external customers, internal customers and business partners across all functions and levels. I use a collaborative, energetic and practical approach to build lasting relationships and deliver results.
Relationship Building Collaboration Problem Solving Business Analysis Interpersonal Skills Process Improvement Professional Experience
EMT International
Global Service Manager 2019-2022
Manage a team of Service and Inside Sales professionals domestically along with Service and Support professionals in our German office. Monitor results and adjust using key performance indicators. Triangle Manufacturing Company
Senior Sales Account Manager 2017 – 2018
Customer relationship management and sales growth for 70% of corporate sales volume. Association Member Benefits Advisors
Benefits Representative 2015 – 2017
Present membership benefits and sell insurance products to active and retired school employees throughout the state of Wisconsin.
Bemis Company, Inc.
Director of Information Technology – United States Customer Service 2010 – 2014 Provided leadership and set strategy for the Information Technology Service Desk and Desktop Support team of 50, serving 9,000 U.S. employees.
• Established a customer focus for the IT Service Team and championed customer focus for all IT with key performance indicators to monitor improvement. This resulted in lower downtime, created greater satisfaction for our customers and better credibility for IT.
• Led the global rollout of IT Service Management processes and Remedy software system. This allowed our global IT team to use a common set of processes and tools for managing day-to-day activities.
• Established processes and procedures to handle 40,000 incident tickets and 35,000 service request tickets annually.
• Reduced open incident ticket backlog from 1,400 to 100 by creating visibility and accountability.
• Established first IT Change Control process at Bemis Company improving the quality of system changes and reducing downtime.
Acquisition Team Member 2009 – 2010
Worked on the acquisition and integration team during Bemis’s successful acquisition of Alcan Food Americas Packaging.
• Provided product and market analysis to the US Justice Department.
• Led integration efforts for Customer Service Group and order management processes. Resume Randall W. Knudtson Page 2
Curwood, Inc. – A Bemis Company
Vice-President, Customer Service & Production Planning 2000 – 2009 Provided leadership and set strategy for B2B Customer Service and Production Planning for $850 million in revenue, 900 external customers and 7 manufacturing locations.
• Consolidated multiple customer service organizations to our corporate office. This provided ‘one-stop- shopping’ and created a single team for customers, with the other business functions located at our corporate location.
• Created reporting tools to monitor leading indicators and performance. Key benefit was to rationalize product offerings and customers based on volume, revenue and profitability. ERP Project Lead 1998 – 2000
Led a team of five people, implementing the RAMCO ERP computer system and business processes.
• Implemented at seven North American locations.
• Met our deadline, mitigating the risk of running mainframe systems past January 1, 2000 (Y2K). Director Production Planning 1994 – 1998
Provided leadership and set strategy for Production Planning for $600 million in revenue, 800 customers and 5 manufacturing locations.
• Led the design and implementation of a new production planning and scheduling processes and the rollout of the manufacturing execution system. These changes dramatically improved our focus on serving the customer – “the right amount of quality material on-time”.
• Reorganized the centralized production planning and scheduling team, better aligning with the market lines of business.
• During this time Curwood realized dramatic improvement in key performance indicators resulting in improved customer satisfaction, sales growth and profit growth. o Improved on-time shipments by 25%.
o Reduced customer lead-times by 35%.
o Reduced WIP inventory by 60%.
o Reduced manufacturing lead-times by 70%.
Supervisor of Software Development 1989 – 1994
Systems Analyst 1987 – 1989
Education
Fox Valley Technical College – Certificate in Business Management 1991 UW-Madison – BS Industrial Engineering 1987
Volunteer Activity
Huntington disease Society of America – Wisconsin Chapter Board Member 2017 – present Christmas Toy Delivery 2001 – present
School Volunteer 1998 – present
Blood Donor 1982 – present
Habitat for Humanity 2012 – 2015
Youth Soccer Volunteer 1999 – 2015
Board Member – Oshkosh Chamber of Commerce 2003 – 2012 Oshkosh Community Foundation Education Committee 2007 – 2009 Board Chairman – Oshkosh Chamber of Commerce 2007 – 2008 Paine Art Center Board 2001 – 2002
Leadership Oshkosh 2001 – 2002
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