Customer Service Manager

J. David Holme

Grosse Pointe, Michigan 313-***-**** adldpq@r.postjobfree.com

Director, Customer Service

Manufacturing Consumer Goods Professional Services

BUSINESS PARTNER

Transforming poorly performing customer service groups into critical, value-added

partners in revenue growth, customer acquisition and customer retention.

PROCESS IMPROVER

Bolstering the company’s competitive advantage with system and process

improvements that create efficiencies and enhance operations.

TALENT DEVELOPER

Designing competency models that create outstanding cultures, improve

employee retention and build up new leaders.

PROJECT MANAGER

Utilizing existing resources and creating tools to deliver companywide projects

that enhance operations and reinforce relationships with vendors and customers.

Expertise: Leadership Strategic Planning Customer Support Customer Experience Customer Success

Voice of the Customer Change Management Project Management Team Management Operations

Process Improvements Process Efficiencies Competitive Intelligence Performance Improvement

Performance Metrics Risk Identification Risk Mitigation Documentation Training Coaching

Continuous Improvement Procurement & Logistics

Executive Experience & Milestones

Custom Data Solutions, Inc. (CDSI), Sterling Heights, Michigan 2019

Vice President, Director of Operations (Contract)

Recruited into role by company President. Production, quality analysis and customer service departments were in disarray and needed structure.

Hit targets and corrected all issues; increased accuracy of deliverables, documented policies and process changes, improved client request processing and costs/time charges. » Team: 17

Horizon Global, Plymouth, Michigan 2018

Customer Service Manager

Recruited to provide additional support to COO who was unraveling central distribution issue impacting the company’s ability to manufacture and distribute orders. Managed North and South American customer service (CS) function.

Consolidated CS activities of seven recently closed distribution locations. » Hired five key staff members. » Led distribution centers, marketing and finance to create solution for substantiating returns. » Team: 35 direct reports, 25 indirect reports

J. DAVID HOLME Page Two 313-***-**** adldpq@r.postjobfree.com

PVS Chemicals, Detroit, Michigan 2002-2018

Leadership Customer Service Accounts Payable Order to Cash Bid Administration Cash Application Training Coaching Team Management Project Management Change Management Performance Improvement Process Improvements Budget Management KPIs Cash Application Bid Administration AP

Corporate Customer Service Manager

Approached by owner to come onboard and centralize company’s CS function. Improved processes within PVS Solutions division so drastically within 20 months took over CS across all six divisions. Also added management of accounts payable (AP), bid administration and cash application to responsibilities.

Established competency model that decreased attrition and filled the succession pipeline companywide. » Increased cash flow with process improvements that shortened time to invoice by eight days. » Integrated customer service function of two acquisitions and two new divisions increasing KPIs across the board.

» Budget: $2 million+ » Team of 35

Initiated development of pivotal company competency model for customer service division establishing structure and procedures to performance management companywide during period of rapid expansion; competency model was modified to align with AP, bid administration and cash application functions.

oCreated employee review process.

oOutlined skills and abilities required to be successful in each role.

oImproved accuracy around each position companywide which improved success of team members within each role.

oStandardized onboard processes; reduced time to onboard new staff 50% to six months.

oEnhanced hiring practices ensuring right people were in right places.

Expanded revenue $43 million annually; created bid administration process that coordinated bids across all divisions; shifted bid administration team from reactive to proactive approach to identify and prepare ideal bids.

Rehabilitated company’s reputation with vendors and improved access to services, discounts and goods with overhaul of AP function struggling to manage past due accounts.

oEnhanced accuracy and timeliness of payments erasing thousands of dollars of past due bills.

oEventually took over AP function for entire company, including corporate, due to success with PVS Solutions AP.

Improved cash application process reducing cash application from 15 days to two days after receipt of payment; alleviated workload for team as well as bolstered and reinforced customer relationships.

Drove effort to cross-train all CS staff; prepared for advanced roles in company; over 30 team members took on roles with greater responsibility within company.

Led CS team in preparation for “Responsible Care Management System” (chemical industry equivalent of ISO/QS) process; trained each team member in knowledge in advance of surprise audits; documented processes and procedures; passed audit successfully; company certified in 2013.

Early Career

J. David Holme, LLC - President (2001 – 2002) ACS, Healthcare Provider Solutions: A Division of Xerox (Formerly Superior Consultant Holdings Corporation) – Director of Purchasing (1997 – 2001)

J. DAVID HOLME Page Three 313-***-**** adldpq@r.postjobfree.com

Education

Bachelor of Arts, Wayne State University, Detroit, Michigan

Presentations & Publications

“From Contact Center to Customer Experience – When did my title change?”, Spring 2020 CSM Best Practices Symposium, E. Lansing, Michigan

Professional Associations

Member, CX of M (Customer Experience of Michigan)

Member, Chemicals & Allied Industries Customer Service Management Group, CCSMG

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