Director of Customer Service - Candidate JA082118

Specialty is order fulfillment, very close working relationship with Accounting

15+ years experience with:

• establishing training and development of subordinate personnel
• working with departmental heads to ensure their coordination with customer service
• monitoring customer service rep service calls to understand employee's demeanor, technical accuracy, and conformity to company policies
• supporting sales reps with customer issues, investigate causes of complaints regarding lost, damaged, or short shipped products and respond appropriately
• assure timely administration of customer invoices

Dealing with Bed Bath and Beyond, Kroger, etc

Sounds good on the telephone – self assured, speaks clearly

Worked cross-functionally with IT and other departments - Implemented an IT system to handle customer claims

He and his wife are both open to relocation

SUMMARY

• Top­‐performing leader in manufacturing consumer goods industry with a reputation for delivering innovative business-change programs and customer-centric focused solutions aimed at delivering profitable growth
• Entrepreneurial­‐minded professional who revamped departments and teams and created more efficient customer service operation systems and methods for handling strategic customer sales
• Profit­‐minded, motivated leader who lobbied for system investments with executive team members to address service failures that resulted in significant revenue streams from lost sales, earning distinguished President’s Award
• Motivated leader who led and managed global teams towards standardized processes and harmonization of key performance metrics that drove significant improvements in working capital and customer service levels

AREAS OF EXPERTISE 

• Customer Service
• Operations Management
• Contact Centers
• Billing
• Outsourcing
• KPI’s
• Customer Satisfaction
• Continuous Improvement
• Team Building and Design
• Strategic Leadership
• Value Creation
• Systems Implementation Working Capital Optimization
• Budget Management
• Cost Controls
• Audit Controls
• Forecasting
• Risk Management

EXPERIENCE

Major Food Company, MIAMI, FL Earning $130K

Lead Customer Service and AR teams focused on driving continuous improvement programs. Key strategic initiatives include development and implementation of standard operating procedures and policies, and a major system implementation.

• Developed a comprehensive short-term and long-term department strategy focused on incorporating robust standard operating procedures, policies designed to achieve significant efficiency gains utilizing Six Sigma tools and methodology
• Developed and presented software system implementation proposal and ROI to Executive level team members currently in the implementation phase
• Created and designed department KPI’s and a Customer Dashboard capturing key areas of improvement and trends, creating a culture of continuous improvement and change to achieve internal and external customer performance excellence
• Leading an initiative to standardize customer review and set-up processes designed to manage complex customer order-fulfillment and routing requirements
• Lead all billing and order-to-cash activities including cash forecasting and bad debt analysis

Generally happy, but job is located on a 10,000 acre farm in the Redlands. It is a family run business. He prefers an office environment.

Major Food Company, ROSEMONT, IL Earning $200K

Led customer operations and service teams (7 Managers, 80 Staff) across the globe transforming to a culture of continuous improvement and service excellence that fostered collaboration with key stakeholders to drive mission-critical objectives.

• Developed and coached cross-functional teams to tackle service failures that resulted in lost revenue by implementing a work-flow system that culminated in a 60% improvement in one year, $1 million in savings
• Played key role in revamping financial services and customer service departments to address customer order cycle failures, leading to highest customer-scorecard rates at 97% over 4 consecutive quarters
• Led and directed teams in designing and implementing robust business systems that efficiently monitored and managed $600 million in customer purchase orders and revenue, culminating in exceeding sales targets and EBITDA by 10% for 3 consecutive years
• Led weekly conference calls with global sales and operation leaders focused on addressing risks and upside in delivering to plan
• Developed and implemented employee training programs in customer service and call center operations
• Co­‐led strategic initiative and design of a universal terms program with trade customers that dramatically increased working capital to $8 million annually over a 2-year period
• Led initiative to harmonize key performance and credit metrics globally for 12 countries, including cash forecasting models that led to record low day-sales-outstanding at 33, sustained 40% improvement
• Directed national call center and customer care center, deployed leadership to head department operations, co- led efforts to improve key performance metrics by 50% while reducing costs by $200k over a one-year period
• Led continuous improvement programs designed to build robust business systems focused on active order management for strategic customers that led to outstanding service awards from Wal-Mart and Amazon
• Implemented business intelligence dashboards that captured top 5 customer concern types and trends
• Created and developed company’s first telesales team that achieved $5.0 million in annual sales by year 3

Left when the company was sold, he accepted a severance and relocated to Miami with his wife

Led treasury operations, North America receivables and credit functions with an emphasis on risk management, controls and process improvement

WASHINGTON DC (Staffing Services and Consulting Firm)

Held various positions increasing of increasing responsibility in supply chain and finance as a supervisor and manager

EDUCATION

Bachelor of Arts & Sciences, University of Maryland, College Park, MD

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