William J. Shaw

Trenton, GA

706-***-**** - Home

401-***-**** - Cell

xeawhk@r.postjobfree.com

CAREER SUMMARY

Highly effective and forward thinking Customer Service / Order Fulfillment and Inside Sales Support Professional. Extensive experience in both the Consumer and Industrial Hard Goods Industriesÿspanning from Customer Care through Sales Support Operations. Experience includes improving business performance issues by building strong, logical communication paths to improve the operational areas. Possess the ability to look at things from the prospective of others to get a more sound understanding of the issues and subsequent action to take. My goal is to assist a growing company by helping the team build a solid, agile and progressive Customer Care / Sales Support component. Accomplishments include:

* Successfully implemented a Web Based E-commerceÿinitiatives to establish a Paperless Work Flow Process.

* Implemented 4 separate ACD All Call Distribution Systems to all inbound phone calls.

* Assisted in the development of a CRM platform for the escalation of customer issues.

EXPERIENCE

Corporate Manager - Customer Support 6/2007 - 3/2009

Dover Corporation - Heil Environmental, Chattanooga, Tennessee

(World Leader in Manufactured Refuse Trucks and Related Equipment)

Responsible for the day to day management of 4 Team Supervisors, 1 Training Facilitator and a total of 22 Customer Service Support Professionals

* Successfully redesigned the Customer Support / Call Center Operation, including all technology, process, design and cultural changes to the "Customer Experience".

* Designed, developed and implemented the first integrated ACD Call Distribution System,

* Reduced Lost Calls to less than 2.5% against over 10,000 inbound highly technical calls received per month

* Demonstrated ability to react to customer needs and solidify relations during crisis situations.

Corporate Customer Service / Call Center Operations Manager 11/2003 - 11/2006

Sperian Protection (Formally Bacou - Dalloz Americas), Smithfield, Rhode Island

(World Leader in Manufactured Personal Protective Equipment)

Responsible for the day to day management of 3 Group Managers, 5 Team Leads, and a total of 40 Customer Service Support Professionals.

* Successfully built and developed Bacou-Dalloz?s new Smithfield Call Center Operation

* Seamlessly completed the transition of 7 Remote Operating Sites, into the new Bacou-Dalloz Americas Call Center Operation. This transition included all technology, process, design and cultural changes to the ?Customer Experience?.

* Assisted the Corporate IT Team in merging 5 Separate Operating Systems into one Consolidated Operating System.

* Developed and led effort to successfully retain customer base during a time when product availability was limited. Demonstrated ability to react to customer needs and solidify relations during crisis situations.

* Working with Corporate Marketing and Information Technology Departments to develop and initiate Annual Web Based Customer Satisfaction Surveys used to analyze customer satisfaction data to extrapolate the meaningful information to help prioritize customer experience improvement opportunities.

* Supported the marketing of company products thru Commercial, Industrial and Military Channels of Distribution

* Worked very closely with Supply Chain/Logistics - Distribution Management Team as part of the Day-to-Day activities of the company's Order - To - Cash processes.

* Developed a Major Account Customer Support Team that provided customized solutions to assist specialized accounts to meet their customer satisfaction and business objectives

* Set Departmental Performance Standards, based upon Daily, Weekly and Monthly KPI?s, in order to meet the goals of company. Coached Departmental Team in to achieve high performance and excellence in Customer Support.

* Designed, developed and implemented Bacou-Dalloz first integrated ACD Call Distribution System, into the New Call Center. Successfully designed, developed and implemented first integrated Digital Fax Server and Paperless Process / Work Flow System to improve the Order Entry Process

* Facilitate cross-departmental teams through the "Q-TIP" program (Quality Team Improvement Project) to identify and analyze structural and operational improvement options to deliver optimal customer experience.

* Communicated regularly with the Sales Management Organization to identify their goals and requirements.

* Reduced Lost Call Percentage to less than 3.5% against over 50,000 inbound calls received per month

* Reduced the Order Fulfillment Error rate to less that 5% against an average of 10,000 Order Transactions per month.

* Participated as a Team Member of Bacou-Dalloz LTD World Cultural Ambassador Program, which allowed for the sharing of information along different corporate locations throughout the world.

Director of Customer Relations 8/2001 - 5/2003

Sea Gull Lighting, Cinnaminson, New Jersey

(Established Leader in the Manufactured Electrical and Lighting Industry - $200M in Annual Sales)

Directed the activities of the Customer Service / Sales Support Departments, including Product Support, Order Fulfillment, Sales Support, Telemarketing and Distributor / Customer Relations

* Assisted the Corporate IT Team in upgrading the Operating Systems

* Created a positive atmosphere of empowerment and teamwork to maximize the customers experience and to improve organizational efficiency and productivity.

* Designed, developed and implemented Sea Gull Lighting's Digital Right Fax (a Fax Server System) to improve faster Order Entry Process

National Customer Service Manager 5/1997 - 3/2001

Hitachi Power Tools USA, Norcross, Georgia

(Japan's Leading Manufacturer and Marketer of Power Tools / Consumer Product Goods - Annual Sales in Excess of $2.3B)

Directed and managed Hitachi's Customer Service / Sales Support Departments, including Product Support, Order Fulfillment, Sales Support, Telemarketing and Distributor / Customer Relations

* Assisted the Corporate IT Team in seamlessly converting their Corporate Operating System over to the GUI Based Updated Version of the Operating System Software Package

* Establish and maintain critical relationships with cross-functional teams to include Credit / Accounts Receivables Manager, Regional and District Sales Managers, Purchasing Manager and other key Inter-Company Management Personnel

* Designed, developed and implemented Hitachi's first intergraded ACD Call Distribution System, into the New Call Center.

* Reduced Lost Call Percentage to less than 3.5% against 30,000 inbound calls received per month

* Reduced the Order Fulfillment Error rate to less that 5% against an average of 5,000 Order Transactions Monthly.

* Handled and Managed a Vendor Managed Inventory (VMI) Operation at both Moores Lumber and 4 Lumber Retail Chains, via their respective National Warehouse Operations.

Customer Service Operations Manager 12/1995 - 12/1996

Esselte ? Letraset/Nielsen and Bainbridge, Paramus, New Jersey

(Leading Manufacturer of Art Materials with Annual Sales exceeding $170M)

Managed the Letraset/Nielsen and Bainbridge Customer Support Departments, overseeing such responsibilities as providing Product Support, Order Fulfillment, Sales Support, Tele-Marketing and Distributor/Customer Relations

* Assisted successfully in Integrating 2 Separate Customer Service Operations (Letraset and Nielsen and Bainbridge) into one Consolidated Customer Service Center.

* Created, implemented and maintained a positive working environment throughout the Department in order to instill a consistent level of staff motivation

National Customer Service Manager 5/1990 - 12/1995

Star Expansion Company, Mountainville, New York

(Manufacturer of Specialty Metal & Plastic Screws & Fasteners for the Construction Industry with Annual Sales Revenues exceeding $300M)

Directed and managed the Customer Service / Sales Support Departments, responsible for providing Product Support, Order Fulfillment, Sales Support, Telemarketing and Distributor / Customer Relations

* Designed, developed and implemented the company?s first integrated ACD Call Distribution System into the existing Customer Service Department.

* Successfully incorporated the New Retail Consumer Market Operation into the Customer Service Department, while making operational efficiency improvements to the existing Industrial Customer Service Operation.

* Managed a Vendor Managed Inventory (VMI) Operation at both Hechingers and Home Quarters Retail Chains.

Other Employment

* Semi-Alloys Incorporated - Mount Vernon, New York

* Ricoh Corporation/Rapicom/Savin - Valhalla, New York

EDUCATION / AWARDS / ASSOCIATIONS

B.B.A. Management A.A.S. Marketing

Mercy College, Dobbs Ferry, NY - GPA 3.17 1982 Westchester College, Valhalla, NY - GPA 3.33 1977

President's Success Award - Bacou-Dalloz Americas for Global Cultural Ambassador Program Executive Steering Committee Participation - May 2006

International Customer Service Management Association - Member of International Customer Service Management Association (ICSA)

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