Customer Service Sales

Insightful and articulate; Adept at group dynamics and motivating staff to achieve company goals

Focus on results; Effectively identify and resolve problems using creativity and available resources. Tackle tough problems and follow through to satisfactory conclusion

Business management and development; Highly organized professional with demonstrated achievements in driving company growth; impressive leadership in the advanced development and management of complex activities

Sales and Marketing; Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems

Critical Thinking; Using logic and reasoning to identify the strengths and weaknesses on alternative solutions, conclusions or approaches to problems

Areas of

Expertise:

• Planning and Scheduling

• Damage and Conflict Control

• Quality Control Management

• Financing Planning

• Organization and Time Management

• Customer-Oriented Philosophy

Computer Software Areas of Expertise:

All MS office products including:

- MS Office

- MS PowerPoint

- MS Excel

- MS Word

- MS Outlook

TREASURER - Operation Home Front

PROGRAM COORDINATOR - Navy Wives Club

Volunteer-

Autism Society Actively seeking a position as a

CUSTOMER SERVICE DIRECTOR

with a reputable organization in need of a professional with uncompromising milieu in different executive positions such as General Manager, Director Of Sales & Service and Customer Service Manager; with solid experience that will benefit from initiative, organizational skills, hard work ethics, multi-tasking abilities, and drive to exceed corporate objectives.

Dynamic, highly motivated and goal-oriented professional with twenty years of progressive, unyielding management experience in different companies developing and contouring call centers, distribution, and operations networks to enhance productivity and provide excellent internal and external customer service. Knowledgeable in all aspect of business, staff, and team development. Recognized for professionalism, positive mental attitude, and commitment to excellence. Demonstrated ability to communicate and work with senior management, associates, and customers. High-quality record of producing successful conceptualizations, services and sales for business groups, companies, and general public. Known for quality enhancement programs that ultimately drive productivity, reduce turnover, and eliminate waste. Straight forward, and honest with high ethical standards; a leader that takes responsibility for decisions and builds loyal and dedicated teams that deliver results. Excellent teacher and mentor that is well respected at all levels of the organization.

KEY QUALIFICATIONS

Manages off site locations, distribution, operations, call center, e-commerce, inside sales, and training.

Develops operational infrastructure as volume increased.

Leads site selection, build-out, and ongoing management of 60,000-sq.ft. warehouse.

Reduces inventory losses from 10% to 1% yearly by developing and implementing controls.

Able to build consensus across an organization and drive execution in line with corporate vision.

Implements quality programs thereby reducing controllable waste.

PROFESSIONAL EXPERIENCE

GrubHub.com – Chicago, IL 2009 - Present

Director of Customer Relations

A $20M web and mobile service that connects diners to restaurants in over 26 cities

Developed infrastructure for a 24x7 call center

Held level of responsibility including management of 5 direct reports and 70 indirect reports.

Designed and rolled out department procedures

Designed and implemented training programs

Conducted time/work studies to determine the most cost-efficient work performed

Allheart.Com/JASCO by ALLHEART VERNON HILLS, IL 1990 - 2008

DIRECTOR OF SALES & SERVICE

A $65M retail mail order and online medical apparel company owned by private equity firm. Built sales organization with a focus on outbound and downtime sales efforts to re-engage inactive

customers.

Holds day –to-day responsibility for call center, data entry, and email team.

Maintained a solid record of performance in the midst of leadership changes and was appointed to transition team to guide company through two shifts in ownership.

Chosen to develop and execute force reduction strategies.

Played a key role in sustaining company’s profit margins for over a decade by spearheading turnaround, rebuilding 80% of underperforming organization without compromising service.

Designed and rolled out procedures, reducing companywide error ratio from 5 % to 0.50%.

Reduction in customer complaints by 69% through cutting customer hold times from 5 minutes to 30 seconds by establishing and monitoring call center KPIs.

Selected to direct launch of Canadian branch; led from concept to ongoing management of 24x7 operations.

Co-led integration following two acquisitions; eliminated redundancies and accelerated alignment.

Allheart.Com/JASCO by ALLHEART., VERNON HILLS, IL

GENERAL MANAGER – 1994-2007

Held level of responsibility including management of 5 direct reports and up to 250 indirect reports.

Promoted into this newly created position to facilitate focus on corporate growth for 30-year-old company.

Held day-to-day responsibility for operations, call center, distribution, and sales/marketing, telemarketing, training, inside sales, and inventory management.

Responsible for the management for 60,000 sq .ft warehouse. Integrated ergonomic equipment and processes into the distribution center to improve productivity.

Developed and implemented cost-saving and efficiency-driven measures across all departments, ADP payroll system, inventory management system, etc.

Conducted time/work studies to determine the most cost-efficient work performed.

Key role in migrating key manual functions (inventory, customer service, and data entry) to new IT system.

Allheart.Com/JASCO by ALLHEART., VERNON HILLS, IL

CUSTOMER SERVICE MANAGER – 1990-1994

Recruited to help fuel aggressive company growth from 10 employees to a workforce of 250+ employees.

Developed infrastructure for the call center and data entry organizations.

Created and implemented employee training programs.

NEC Technologies., WOOD DALE, IL 1987 - 1990

CUSTOMER SERVICE MANAGER

A Japanese multinational company providing IT/network solutions to companies, communications providers, and government. Responsible for managing customer service, data entry, international shipping and warranty operations for three U.S. and Canadian offices. Managed 23 direct reports.

Instrumental in launching Canadian office. Developed warehouse; mobilized and trained team; developed and implemented processes. Restructured Boston location. Rebuilt 90% of team without reducing levels of service.

Re-established warranty policies and safety stock for key accounts and best practices.

Instituted and monitored KPIs, improving customer holding times.

Performed HR functions including hiring, training, terminations, merit increases, and disciplinary actions.

NEC Technologies., WOOD DALE, IL 1985 - 1987

CUSTOMER SERVICE SUPERVISOR

Responsible for managing call center, data entry and warranty departments supporting large OEM customers.

Monitored and fulfilled product levels for major clients including Zenith.

Managed 43-member team within 24x7 service environment.

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