Customer Service Care

KEITH ROMEO

Atlanta, GA USA / 770-***-**** / *****.*****@*****.*** /www.linkedin.com/in/keithromeo

SUMMARY AND PROFILE

Global Customer Service Leader and Certified Six Sigma Black Belt

Expertise in starting up and centralizing regionalized operations for global companies. Transforms poorly performing operations into sectors of increased efficiency and profitability. Uses metrics-driven customer orientation to help dominate targeted market share. Metric-driven and collaborative leadership approach.

Skilled in leading organization through periods of significant transformation

Core competencies

Team Leadership Six Sigma Data Analysis

Operations Management Process Improvement Project Management

Customer Experience Customer Success Change Management

Customer Relationship Management ERP selection System migration

PROFESSIONAL EXPERIENCE

Progress Lighting, LLC

Customer Excellence Manager

February 2024 – Present

Manage the transformation of customer service during divestiture.

Participate in System selection for the new company.

Determine current state vs. future state processes and map journey.

Repatriated offshore activities.

Designed improved processes for customer service.

Managed day-to-day operations simultaneously.

INSIGHTEC

Customer Care Manager

July 2023 to February 2024

Create the processes of Customer Care for this $100MM+ Medical Device Company.

Developing processes for Customer follow-up and closure of issues.

Hire Staff to support the methods of customer service.

Beta Test customer care processes in North America for replication globally.

Develop Relationships with Key Opinion Leaders for the organization.

Becton Dickinson Corporation, Covington GA

Senior Manager, Customer Care

June 2020 to January 2023

Direct the activities of multiple business units of these medical devices company.

Improved overall performance and processes for divergent divisions.

Implement new systems and new procedures.

Lead operations for two disparate business units with over $400MM in revenue.

Manage People operations along with Order Management, Billing, and Call Center Operations.

Created a Sales Support Organization across North America.

ICONEX, Duluth GA

Director Global Customer Care Operations

November 2009 to October 2019

Directed ICONEX (formerly NCR) $350MM, global division, customer care processes. Oversaw centralized operations located in Cebu, Philippines, and Belgrade Serbia with additional staff in France, UK, Italy, Spain, Chile, Japan, and North America.

Initiated strategic, operational tactics to elevate and maintain customer relationships.

Implemented Oracle R12 and Infor M3 systems from selection through launch.

Consistently improved customer experience with global standardization of all processes.

Launched customer care operations in Serbia to centralize European operations.

Directed global operations activities that contributed to an 11% improvement in customer loyalty.

Implemented new systems in (6) six different countries globally.

Netted the organization over $1MM in savings over the first three (3) years by controlling costs.

Ricoh Americas Corporation

Senior Manager, Customer Administration

January 2007 to November 2009

Created a centralized customer service center from a decentralized group of operations to support the dealer network for the company's southeast region.

Completed center creation and centralization and included hiring of staff, Oracle system conversion, phone transitions, and socialization with the field teams, under budget and ahead of schedule.

Introduced and implemented new call monitoring procedures for inbound and outbound teams to increase net promoter score (NPS).

Key member of the strategic management team developing and implementing corporate growth strategies.

Interacted with internal and external customers in response to requests while ensuring operations and procedures were executed, promoting positive business relationships and alliances.

Evaluated staff performance and accuracy by monitoring calls, sales orders, and client data in addition to analyzing strategic reports.

Expo Design Center / A division of The Home Depot - VININGS, GA

Customer Service Director

October 2004 to January 2007

Directed national customer service centers' retail division activities resulting in sales over $400MM.

Improved performance from a 77% service level to achieving the 90% company goal within (3) three months of hire.

Decreased lost call percentage to world class within (3) three months of hire.

Opened two call centers to further increase national coverage.

Collaborated with IT to ensure effective customer care systems that enabled the organization to meet customer needs.

Applied knowledge of operational excellence principles to the organization for achieving productivity and accuracy targets.

IKON Office Solutions

Operations Director

Certified Six Sigma Black Belt and Green Belt Trainer

July 2000 to October 2004

Identified projects that met Six Sigma criteria, developed and managed project plans and teams in accordance with empirical and statistical methodologies.

Responsible for approximately $1MM in cost savings as a result of putting Six Sigma into practice.

Led performance management activities, facilitating coaching and other performance evaluation tools.

Drove operating improvements and quality performance through productivity measurement and monitoring, staff coaching, and training.

Managed customer service call center activities including process improvement, financial planning and reporting, facilities management, staffing, and employee issues.

EDUCATION AND OTHERS

The Ohio State University, Columbus, Ohio

Columbus State University

Georgia Tech Management Seminar

Certificates

Six Sigma Black Belt

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