Customer Service Manager

KEITH LONG

*** ********** *****, ***********, ** 31757 731-***-**** ********@*****.***

PROFESSIONAL SUMMARY

Experienced Customer Experience Leader with over 15 years of experience across multiple organizations and industries. Armed with a stellar reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements while constantly increasing profitability and customer satisfaction. WORK HISTORY

Corporate Director of Customer Experience,05/2014 to Current Cleaver-Brooks Inc.– Thomasville, GA

● Designed, implemented, and led the Cleaver-Brooks Customer Service and Technical Service Call center to support: new equipment, eCommerce sales, virtual training, on-site training, remote monitoring, rental boilers, and aftermarket sales

● Purveyor of continuous improvement activities that are rooted in analytics and VOC feedback gathered from the management of Customer Service and Call Center operations

● The "Dean" of Cleaver-Brooks University and the Cleaver-Brooks Training team

● Successfully created and led an Omni-channeled Customer Experience for the Cleaver-Brooks group of companies

● Provided cross-selling and connected products/services guidance to eCommerce customers through contact center activities

● Absorbed 175% increase in volume with process and software improvements without adding headcount

● Decreased Technical Service Response Time by 98%

● 107% Revenue growth and 17% decrease in cost since 2017

● Led the enterprise wide implementation of Salesforce.com

● Creator/leader of the Cleaver-Brooks Rental Boilers program http://cbrentalboilers.com Customer Service Manager II, 01/2011 to 03/2014

MANITOWOC FOODSERVICE, Kolpak Walk-Ins – Parsons, TN

● Developed and executed efficiency, accuracy, and service improvements for a staff of the 70+ Customer Service, Drafting, Quoting, Product Engineering, Bill of Materials staffs for the largest walk-in and refrigeration manufacturing within the domestic foodservice industry

● Owned of cross-company order entry and automated drawing platform development and implementation project that will create higher levels of productivity and accuracy to the entire quoting and pre-order operations

● Reduced Engineering and Drafting cost of poor quality expense by 72% in one calendar year

● Successfully reduced staff levels by 11% while improving departmental output by 26%

● Winner of the Supplier of the Year award from the largest sales agency within the foodservice industry Manager of Order Processing and Drafting, 10/2009 to 07/2010 ASSA ABLOY Door Group LLC – Mason City, Iowa

● Implemented process improvements which reduced overall “office lead time” by 30%

● Reduced labor expenditures by 15% due to elimination of overtime

● Led worst in group order processing team to best in group KPIs during tenure

● Reduced Graham's front office cost-of-quality by 34% through the application of sustainable process and technology improvements

● Elevated Graham's order processing productivity rate from 82% to 109% within 6 months

● Ensured the swift interpretation and processing of customer purchase orders while aiding in the overall order lead-time reduction

Site Lead - C.O.P.S TEAM, 01/2008 to 10/2009

ASSA ABLOY Door Group LLC – Milan, TN

● Served on special cross functional team charged with development and application of best order processing and customer service practices across multiple business units

● Trained CSRs, order processors, and managers across the business units, and contributed to significant improvements in front end operational quality, customer service, and order processing efficiency Regional Customer Service Manager, 04/2005 to 01/2008 ASSA ABLOY Door Group LLC – Milan, TN

● Promoted to manager position to recruit, train and supervise 20+ order processing and drafting technicians

● Fostered an environment in which employees were motivated to deliver industry best levels of order processing quality and service

● Developed and managed regionally specific order processing and customer service teams that were tailored to meet the specific needs of differing geographic markets Business Analyst, 08/2004 to 04/2005

ASSA ABLOY Door Group LLC – Milan, TN

● Synthesized business intelligence data to produce reports and polished presentations highlighting findings and recommending changes

● Performed competitor bench-marking analysis to identify manufacturing savings opportunities and potential product enhancements

● Researched competitors to build report of rising trends in hollow metal door and construction based markets

EDUCATION

Six Sigma - Black Belt: Six Sigma, 2015

Aveta Business Institute - On line

MBA: Management

The University of Tennessee – Martin & Knoxville, TN BA: Communication Studies - Organizational Communication Emphasis The University of Kansas - Lawrence, KS

Contact this candidate