TIMOTHY UPSHUR, MBA

*** ******** *****, *******, ** 30024

(H) 609-***-**** * adle5v@r.postjobfree.com

CUSTOMER EXPERIENCE DIRECTOR

An adaptable and focused Customer Experience Director with a proven track record of accomplishments in the areas of Manufacturing, Complex Durable Goods and Heavy Duty, Large-Scale Capital Equipment/Machinery.

“Hands-on” leadership executive with a passion for delivering world class customer service relating to global account and territory management, sales planning, business development, forecasting and reporting. Strong acumen for understanding Voice of the Customer and using measuring tools such as Net Promoter Score (NPS) and Key Performance Indicators (KPIs) to analyze, uncover and understand opportunities for improvement.

• Customer Journey/Retention: Builds solid metrics around customer interaction where organizations can enhance the end-to-end customer journey resulting in greater brand loyalty and customer retention.

• Sales-Driven Leadership: Realizes exceptional results, breaking sales records and establishing product demand. A profit driven leader who effectively directs human capital and resources to maximize return on investments.

• Business Development: Builds solid working relationships with sales team and focuses efforts to establish partnerships through distribution and direct customers to increase exposure.

• Sales/Service Training: Proven aptitude for training and development, providing learning to new hires. Integral part of the Strategic development team which determines how our company goes to market. PROFESSIONAL EXPERIENCE

JOHN BEAN TECHNOLOGIES (JBT) CORP, Alpharetta, GA 2018 – Present JBT Corporation is a global manufacturer of food processing and air transportation equipment for over 30 years. They are best known as an OEM for Freezers, Portioners, Ovens, and Fryers. They characterize their products as large scale capital equipment. Their customer base consists of major food processors such as Tyson Foods, Pilgrims, Hormel, and many other commercially recognized foods processing company. Director – Customer Experience, Aftermarket Sales & Service - North America/Canada

• Oversee customer experience & manage 8 Sellers in North America/Canada with full P/L Responsibility.

• Execute and Manage escalated problem resolution for continued implementation of customer complaint policy.

• Develop and communicate Sales/Service Goals and Objectives to sales teams.

• Develop aftermarket sales/service strategy targets for sellers based on company AOP goals.

• Monitor and measure customer service initiatives and ensure objectives are included within performance management process.

• Salesforce.com Administrator for Alpharetta Location.

• Measure and track sales team performance against goals and recommends remedies for off-target performance (Salesforce).

• Leads forecasting efforts for aftermarket sales through funnel opportunities and CRM software. 2018 Goal 121M – Actual 125M

2020 – Actual $123M (Covid-19)

2019 Goal 131.5M – Stretch goal $135M –

Actual $133M

NPS Score Analytics

~ Implemented a recording data base to track NPS surveys scores –weekly report (Promoter, Passive, detractor).

~ Contacted random customers to get VOC data and interaction with Customer service.

~ Reviewed calls and provided feedback to leadership on positive and negative behaviors.

~ Helped to devise the global rollout of customer experience throughout the organization. FLEXFAB, LLC, Grand Rapids, MI 2017 –2018

Flexfab, LLC developed silicone in 1961 with Dow Chemical. Flexfab has created a diverse portfolio of uses for silicone. The organization’s primarily focus is OEM business -- such as Boeing, NASA, CAT, John Deere, Volvo, and other well know OEMs in the Industrial and Heavy-duty truck markets. Director, Sales & Service - Heavy Duty Truck Aftermarket (North America/Canada)

• Worked with Business Unit Director on strategic planning and outlook for the HDT aftermarket.

• Trained and hired sales teams for North America/Canada.

• Developed and communicated goals and objectives to sales teams.

• Measured and tracked sales team performance against goals and recommends remedies for off-target performance with P/L Responsibility.

• Lead forecasting efforts for the aftermarket.

• Delegated essential tasks to the sales team to ensure sales growth and to capture opportunities.

• Actively contributed to corporate roadmap.

• Accountable for all buying group program creation and development.

• Attended all shows and open houses.

Fiscal 2016 - $3.3M Fiscal 2017 - $3.8M Fiscal 2018 Target - $4.7M Aftermarket Sales Manager 2014 – 2017

• Worked with the National Sales Manager to recruit, hire, and develop distributor sales team.

• Trains Sales Team new hires on company products and applications.

• Participating member of the Flexfab Aftermarket Business Strategy Team.

• Assists sales team in meeting objectives and customer expectations.

• Measured sales performance recommended remedies for off-target performance.

• Identified areas of improvement for the sales team and distributors, and improved capabilities through. training programs, productivity initiatives, territory planning methodologies, and communications.

• Leads field forecasting efforts, ensuring that accurate forecasts are completed in timely basis.

• Proactively assesses, clarifies, and validates customer requirements.

• Builds and maintains strong customer relationships and provides customers with a management level point of contact.

Sales Total 2014 - $6.3M Sales Total 2015 - $6.7M Sales Total 2016 - $8.3M STANADYNE CORPORATION, Windsor, CT 2012 – 2014

Stanadyne is an OEM who specializes in diesel fuel systems, assemblies, injectors, pumps, filters, and gas-direct injection. Stanadyne’s major customers include John Deere, CAT, Mitsubishi, JCB, and GM. Global OEM Account Manager

• Responsible for all global commercial business functions relating to account management of filtration product line.

o Product pricing and terms; Contract negotiations; Strategic planning; Product Life Cycle (PLC) management; Short and long-term forecasting; Resource management.

• Schedule and facilitate global meetings with high level customer management to communicate short and long-term strategic development and business objectives.

• Responsible for commercial account management and acquisition of North American OEM business.

• Entire portfolio consists of over 15 customer accounts totaling more than $22M in annual revenue. MANN+HUMMEL, Portage, MI 2007 – 2012

MANN+HUMMEL is a German manufacturer in filtration in the Automotive, Industrial, and Heavy-Duty industry for on-highway and off-highway vehicles including Mercedes-Benz, CAT, BMW, John Deere. Sales Account Manager: Managed automotive and industrial aftermarket filtration sales and new business development for the product line in the Southeast region including Georgia, Florida, South Carolina, and Alabama with two direct reports.

• Implemented territory growth strategy to incrementally increase sales year over year o 2009 total sales $482k (not employed until 2010) o 2010 total sales $563k – 17% YOY growth

o 2011 total sales $682k – 21% YOY growth

o 2012 Sales $830k – 22% YOY growth

• Effectively managed budgets, expenses accounts, and P&L to reach financial incentive bonus.

• Hired, Trained, and conducted quarterly reviews for direct reports.

• Increase customer satisfaction rating 50% in assigned territory. EDUCATION

Georgia State University, Robinson School of Business, Atlanta, GA December 2014 Master of Business Administration

Concentration, Organizational Management

Purdue University, Knoy School of Technology, W. Lafayette, IN May 2002 Bachelor of Science, Organizational Leadership & Supervision Minor, Computer Technology

Full Athletic Scholarship - Football

PROFESSIONAL DEVELOPMENT

Stephen Covey: 7 Habits of Highly Effective People for Managers, Hastings, MI February 2016 David Allen: Mastering Workflow: Projects & Priorities Level 2, Boston MA December 2016 Salesforce Implementation team April-present

Data Migration; Administrator/trainer

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