SUMMARY:

Accomplished customer operations professional with a proven record of successfully managing high - functioning teams in growth environments with a focus on strategic change management, redefining and streamlining processes resulting in heightened customer delight.

PROFESSIONAL EXPERIENCE:

Confidential, Tualatin, OR

Director Technical Service

Responsibilities:

• Executive Leadership Team - strategizing with Executive peers to implement continuous improvement.
• Project Management - leading projects that yield quality services and increasing productivity.
• Service Confidential - developing team talent to operate at a higher service level.
• Tableau executive reporting of product issues, cost of service and customer survey responses.
• Reconfigured Sage CRM inputs to capture more meaningful and reportable data.
• Implemented product training to improve service team product knowledge.
• Migrated process charts to digital format to facilitate ease of use and service improvement.
• Drove implementation of database to log product changes for cross-functional team reference.
• MailChimp, SurveyMonkey and Google Forms end-user surveys to capture customer satisfaction levels.
• Partnered with marketing associates to create online service videos attached to company website.
• Implemented system to assess products with unique issues and follow up with priority review and repair.
• Reduced and streamlined saw issue quality tracking codes by 80%.

Confidential, Troutdale, OR

Customer Operations Manager

Responsibilities:

• Developed corporate improvement strategy with executive peers and implemented action plans.
• Lead Confidential Project cross-functional process changes and system version upgrade to support new best practice processes from initial quote through shipment.
• Hired and developed existing talent to a higher level of service and support.
• Responsible for Customer Service team and Shipping/Receiving team - including the Shipping Manager and warehouse team.
• Implemented lot control, bin location and cycle counting in the Shipping warehouse resulting in 98% monthly inventory accuracy.
• Created company’s first Gross Profit reports to close the gap on understanding shipment profitability.
• Implemented SharePoint to streamline and reduce errors to the Request for Quote process-main revenue stream for the company.
• Migrated to a paperless Customer Service process - savings of $20,000 per year.
• Partnered with peers on Executive team to restructure the production floor to achieve greater team empowerment and efficiency incorporating a root cause analysis approach.
• Confidential - secured BIS licenses for international graphite shipments.

Confidential, Vancouver, WA

Customer Service Manager

Responsibilities:

• Navigated global customer service team through an 80|20 Principle business model change.
• Developed new Distributor Price List reducing customer service call time by 20%.
• Automated distributor volume discount reducing order entry time by 80% and error rate by 100%.
• Strategically increased price during 80|20 initiative achieving revenue above target in fiscal year 2013.
• Daily Key Performance Indicator updates with Executive Team to highlight potential gaps in forecast.
• Secured Confidential licensure; trained in Export, ISO, and Customer Contracts.

Confidential, Hillsboro, OR

Worldwide Customer Service Manager

Responsibilities:

• Facilitate the Off-shore Selling Entity change with the Legal and Finance teams.
• Key role in managing top priority Confidential material change resulting in financial savings from gold to copper wire bonding process migration PCN.
• Led cross-functional acquisition integration team resulting in seamless transition of large Confidential electronics distributors.
• Defined Centers of Excellence for expansion of department into offshore office.
• Developed department vision and comprehensive plan of action.
• Identified, interviewed and hired offshore team with skill sets aligned to future objectives.
• Delivered on proposed six-week training plan for off-shore customer service team.
• Proposed Fast Track Expedite Fee program which added $77K to bottom line in fiscal year 2012.
• Developed and implemented new Key Performance Indicator measurement program.
• Led global team through Confidential resulting in 50% reduction in PO acknowledgement time.
• Drove implementation through SharePoint of lead-time tool for Distributors.
• Implemented Vendor Managed Inventory program after securing upper management approval; helped craft VMI contracts and involved in negotiations with Legal and Strategic Account Managers.

Confidential, Portland, OR

Customer Service Manager

Responsibilities:

• Led customer service team for three business units to maximize individual team output.
• In-depth focus on high visibility accounts such as Boeing by initiating customer contact and directing resources to address shipment and engineering issues.
• Aligned customer service team with organizational goals through use of the SMART review process.
• Ensured departmental compliance with Confidential and Confidential regulations.
• Increased efficiency by automating Reverse Logistics (Returns). Lead a cross-functional team through the Value Steam Mapping process to arrive at a streamlined version which was then migrated into the database eliminating the paper-driven process.
• Increased productivity by cross-training to eliminate silos and improve alignment of job skills.
• Led an Accelerated Improvement Workshop (AIW), similar to Confidential, with cross-functional team members resulting in an improved quote and new order processing procedure.

Confidential, Portland, OR

Customer Service Manager

Responsibilities:

• Recruitment, hiring and managing two teams - Customer Service and Warranty - comprised of 22 employees in both office and production floor locations.
• Managed global customer satisfaction process from first contact through shipment of B2B and B2C products including all warranty returns and repairs.
• Ensured internal compliance to Vendor Buying Agreement contracts.
• Streamlined Warranty process through dedicated Confidential initiative, resulted in new equipment layout and shifting direction from replacement to repair of over 3,000 tool returns per month at a cost savings.
• Decreased Warranty cost and turn-around time by partnering with UPS for auto-labeling in the Warranty department, a process originally completed in Logistics for 2-3 hours per day.
• Executed four departmental Confidential initiatives, responsible for assuring that all action plans were completed and implemented.
• Developed on-line Field Sales Survey and Customer Survey to assess the perception of service levels; drove initiatives to improve on top four identified opportunities.

Confidential, St. Louis, MO

Assistant Customer Service Manager

Responsibilities:

• Managed a team of 10 customer service associates with annual revenue of $400M.
• Interfaced through video conference with remote manufacturing facilities to establish production priority.
• Created monthly delivery and sales presentation for VP of Marketing.
• Improved on-time delivery by implementing weekly video conference with Plant Managers.
• Leveraged CS talent by creating technical applications training program.
• Project management on all large Confidential contracts by leading cross-functional team from quote through drawing creation, ending with on-time shipment.