Customer Service Management

Richard J. Cogswell

**** ** ** ** ***, Lighthouse Point, Florida 33064

Telephone: 954-***-****) Cell: 305-***-****) Email: ********@***.***

Chief Information Officer Director of IT Chief Technology Officer

20+ years of IT experience including 12+ years of broad-based management in Systems Design and Development, Implementation and Support. Strategically and cost effectively utilize technology in alignment with corporate goals. Consistently improve delivery times and service levels while reducing costs. Excel at strategic planning, building high performance teams, project management, and implementing best practice methodologies and continuous improvement programs. Proven areas of expertise include:

Strategic and Business Planning

System Architectures

Organizational Development

Process Improvements & Best Practices

Rapid Deployments

Infrastructure Design & Implementation

Budget Development & Management

Project Management

Structured Methodologies

Contract Negotiations & Management

System Architectures

Continuous Improvement

Data Center Management

Cost Containment

Large Scale Deployments

Professional Experience

Director of IT, CIO Hoffman, Larin & Agnetti, P.A. Miami, Florida January 2003 – Present

All IT and Operations responsibilities with multiple locations, Strategically development, Implementation of integrated Client management system, financial, Budget and cost control system, P&L and Cash flow management system for multiple locations integrating all functions. Establish SOP’s and RFP’s policies and procedures increase productivity and efficiencies work flow. Reduction in overall expenses by 18 percent increase cash flow management by over 27 percent. Design Implement and develop integrated IT systems to increase and monitor the overall efficiencies and productivity of personnel.

Recruited by CEO to remedy operations, IT, vendor and P&L issues carrying negative impact to overall operations of business Result: Produced over 10 percent in annual savings through negotiation and professional experience.

Championed implementation of integrated state of the art IT systems with operational Sop’s which resulted in increased productivity, efficiency and profitability.

Evaluate staff, improved staff and team morale; develop project teams with users allowing for simplified integration of automated IT Systems.

Delivered Significant savings, improved service levels, and reduced hardware/software complexity by integrating standardizing operational and IT infrastructure.

Development and implementation of complex operational and IT systems resulting in substantial cost savings,

Vice president IT, CIO Universal Impressions Miami, Florida June 1999 – January 2003

Manage Domestic and offshore IT and Operation services, member of executive board with full management and P&L responsibilities for the development and implementation of all operations. Implementation of high level fully Integrated close loop ERP & IT systems. Strategically plan and Implement short and long term objectives.

Develop and maintain communication channels with suppliers and customers to ensure long term strategic partnerships

Implemented comprehensive IT infrastructure that synthesized production, sales, customer service, inventory, and administrative functions into cohesive, profit-generating systems.

Spearheaded 67 % sales increase based on effective management strategies and uncompromising focus on customer needs fulfillment.

Develop and implement effective cost reduction and systems in production, distribution, inventory and operations.

Development and implementation of internal teams to expedite integration of systems and procedures; built strong project teams and influenced performance gains.

Conversion of multiple IT platforms to a universal network integrating new operational SOP’s.

Led across-the-board cost reductions that averaging over 20% in production, distribution, inventory control and operations.

Implemented comprehensive IT infrastructure that synthesized production, sales, customer service, inventory, and administrative functions into cohesive, profit-generating system.

Spearheaded 67% sales increase based on effective management strategies and uncompromising focus on customer needs fulfillment

Doubled inventory turns and managed inventory at store level with key retailers to ensure bottom-line enhancement and subsequent market growth.

Development of internal teams expedites integration of systems and procedures; built strong project teams and influenced performance gains.

Executive Vice president, CIO The Gale Group, Inc. April 1993 – June 1999

Full senior executive responsibility over all Operations domestic and offshore, Information technology, telecommunications infrastructure, and operations with overall decision making authority reporting directly to CEO. With full strategic planning, business development, acquisitions, due diligents, account development and management, IT development, and P&L responsibilities.

Development of In-House IT Department, including extensive EDI network from suppliers, MFG, Logistics integrating customer fulfillment, POS, leading to phenomenal business growth.

Full strategic planning, market planning/analysis, new business development, acquisition, account management, IT development, field team leadership, and P&L responsibility for operations spanning seven domestic and four international locations.

Designed, developed, Integrated ERP systems and implemented systems that facilitated information flow between customers and suppliers; maintained customer/vendor relationships.

Ground floor development of IT department personnel and facility. Member of 5-person Executive Board Implementing IT and business strategic growth development planning.

Designed and developed of entire IT automation of logistic functions that expedited inventory management and order fulfillment, leading to phenomenal business growth.

Contributed to sales increase from $32 million to over $100 million in five years through strategic initiatives in process redesign/improvements, IT integration, and tactical partnerships.

Reduced operating expense 24%, inventory cost 35%, and packaging cost 20% by reorganizing distribution and manufacturing processes and automating logistics functions.

Designed product development and point-of-sale programs with major retailers, including Kmart, Wal-Mart, Home Depot, Sams, Costco, Homebase, Lowe's, and Scotty's, among others.

Performed due diligence reviews and facilitated acquisitions of other companies, heading the post-acquisition Integration efforts.

Director of Project Management, Cap Gemini Consulting, Inc. March 1991 – April 1993

Director of MIS, Wellington Apparel, Inc. March 1987 – March 1991

Hardware & Software

A/S400; RS/6000; PCs; Routers; Bridges; Switches; PBX; IBM; Servers; IVR/VRU;

JD Edwards Financial Management CRM, Mfg, Dist, Logistics, Supply Chain Execution, E1 Integration;

Mapics; DB; Lawson; SaaS; PaaS, Cloud Computing; SAP; Client Profiles: Quickbooks; B2B; OPT; SER/EIS;

eBusiness; AMCAT; EDI; EPR; IVR/VRU; MRP; CRP; Citrix; Goto Assist Citrix; Webex; Symantic; Outlook;

Validation & Optimization Tools – ILE RPG; IBM J2EE; SQLCA; Jvap; Jaxp

Education & Certifications

Northeastern University - Management Information Systems

IBM Business Management Systems Integration, APICS Certifications – MRP, CRP, Optical, Image, Robots, Optimization Planning, Logistics, MCSE Barcode & Amp; Optical Systems; Manufacturing & Distribution:

Multiple conversion platforms hardware and software, Operational & IT, due diligent new business acquazitions, IPO experience, EDI/ERP, Acquisitions / Mergers, Team Building, Security / Disaster Planning – Startups / Turnarounds, Offshore Manufacturing Close Loop with Major Retailers ERP, EDI

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