Customer Service Sales

PAUL M. LUXTON

**** ********* *****, *******, **. 30024

Home: 678-***-****

Daytime: 678-***-****

E-mail: ********@*********.***

SUMMARY:

A results-driven and accomplished Management professional with an extensive background in Customer Support Services, Information Technology, and Operations. Experienced at developing and leading effective customer service and support programs and departments. Adept at formulating and implementing policies and procedures. Expertise in the areas of project management, staff development and direction, and quality control.. Able to plan and direct complete project life cycles. Outstanding presentation and communication skills.

EXPERIENCE: Delta Apparel Inc. Duluth Georgia, August 2000 – Present

Manufacturer and distributor of casual apparel serving Distributors,

Retail, and End Users, nationwide.

Director of Customer Service

Primary customer care executive for the 3rd largest T-Shirt manufacturer in the United

States. Responsible for customer and sales service functions that directly affect over

4,000 business and consumer accounts.

Reduced customer charge backs or deductions from $420,000 to under $50,000

in less than eight months.

Managed implementation of Business to Business website that has increased

on-line sales by over 200% within two months. Over $500K in new sales per

month have been achieved.

Created an incentive program for C.S. department that rewards reduction of errors, on-time deliveries, and reduction of investigation and processing time for returns and charge backs. Order entry errors were reduced to less than 1% of all invoices from previous average of 3.9%.

Developed Customer Service metrics to constantly measure and improve performance of department. Increased inbound telephone answer ratio from under 80% to above 97% of all incoming calls answered within 20 seconds.

Implemented on-time shipments team that included Production Control, Logistics, and Distribution personnel that investigated problems and barriers to shipments being delivered on the date required by customers. Improved on-time shipments from 70% to above 95% in less than one year.

Implemented and administer SALESFORCE.COM for salespeople and Customer Service employees to manage their customer relationships by using this CRM system. Currently manage 4,000 accounts and over 20,000 leads or prospects.

HABASIT BELTING, Chamblee, Georgia May, 1999- August 2000.

Manufacturer and fabricator of industrial conveyor belts serving Distributors,

OEM and Industrial End Users of conveyer belts and systems.

Customer Service Project Consultant

Served as project leader for consolidation of multiple customer service locations into one corporate call center located at the headquarters in Chamblee, GA.

Provided project management for installation of new telephone, voicemail, and Automatic Call Distribution system.

Managed post implementation of Customer Order Processing computer system that resides on an AS400 midrange computer and local area network system.

Achieved ISO9001 certification for the Customer Service Department.

Improved service levels for on-time deliveries from below 50% of daily shipments to above 85% early or on-time deliveries in an eight-week period.

IDEAL INDUSTRIES, INC., Sycamore, Illinois

Manufacturer of electrical products serving consumer, retail, distributor, industrial and OEM

markets.

Director of Customer Service and Sales Operations (1991-1999)

Provided “award winning” customer service and technical support for the sales force and multiple levels of customers through the management of a $2MM operating budget and the direction of six internal support departments. Oversee direction of Call Center, Electronic Commerce, Office Facility Services, and all voice telecommunications. Manage Just-In-Time inventory for all sales support material and products. Responsible for purchasing and/or creating marketing catalogs, price sheets and product samples. Direct reports include Customer Service Manager, Office Manager, Inside Printing Supervisor, EDI Coordinator, and Building Services Supervisor.

Developed Customer Service metrics to constantly measure and improve performance of department.

Implement annual customer surveys and managed corrective actions in response to unsatisfied customers.

Achieved ISO9001 certification for the Customer Service Department.

Served as Project Leader to consolidate regional Customer Service and distribution locations to centralized corporate location.

Served as Project Leader for installation of AS400 based order entry system to provide individualized service to key customer accounts.

Provided leadership and direction to multiple support departments that were managed utilizing a team concept that lead to many promotions of customer support personnel into higher-level sales and marketing positions within the company.

EDUCATION:

Aurora University, Aurora, Illinois

Bachelors Degree, Business Management 1989

ACTIVITIES:

Chamber of Commerce – Past Board Member

Sycamore Library – Capital campaign fund development volunteer

Sycamore Public Schools – Numerous fund raising projects

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