Experience

SAGIN, LLC

• United States
• Business Consulting and Services
• 1 - 100 Employee

• Semi Retired (Consultant)

  • May 2019 - Present

  Provide Sagin clients with customer service best practice documentation, contact center design and implementation, workforce optimization design and implementation, quality management design and implementation as well as contact center analytics. Also assist clients with contact center technology and telecom selection. Provide Sagin clients with customer service best practice documentation, contact center design and implementation, workforce optimization design and implementation, quality management design and implementation as well as contact center analytics. Also assist clients with contact center technology and telecom selection.



Generation Brands

• United States
• Appliances, Electrical, and Electronics Manufacturing
• 1 - 100 Employee

• Director Customer Service

  • Nov 2014 - May 2019



SAGIN, LLC

• United States
• Business Consulting and Services
• 1 - 100 Employee

• Customer Service / Contact Center Consultant

  • Apr 2014 - Nov 2014

  Provide Sagin clients with customer service best practice documentation, contact center design and implementation, workforce optimization design and implementation, quality management design and implementation as well as contact center analytics. Also assist clients with contact center technology and telecom selection. Provide Sagin clients with customer service best practice documentation, contact center design and implementation, workforce optimization design and implementation, quality management design and implementation as well as contact center analytics. Also assist clients with contact center technology and telecom selection.



Protective Life

• United States
• Insurance
• 700 & Above Employee

• Director, Customer Service

  • 2012 - 2013

  Director, Customer Service for Protective Asset Protection. Direct all customer support functions supporting vehicle service contracts for North America at 2 contact centers. Led contact center transformation project for the asset protection division that included design and implementation of Avaya Aura Contact Center v6.3 and Verint Impact 360 v11.1 for 110 representatives at 2 locations, implemented March 2013. Director, Customer Service for Protective Asset Protection. Direct all customer support functions supporting vehicle service contracts for North America at 2 contact centers. Led contact center transformation project for the asset protection division that included design and implementation of Avaya Aura Contact Center v6.3 and Verint Impact 360 v11.1 for 110 representatives at 2 locations, implemented March 2013.



Diversey

• United States
• Chemical Manufacturing
• 700 & Above Employee

• Director, Customer Service Americas

  • 2006 - 2012

  Directed all customer service support functions supporting Diversey business in the Americas with annual sales of ~$1 billion (Diversey $3.3 billion) at 4 contact centers across North America. Led 4 direct reports and 77 indirect reports with annual budget of $4.9 million. Directed Latin America customer contact centers located in Buenos Aires, Argentina, Sao Palo, Brazil and Mexico City, Mexico. * Standardized customer service functions globally by representing Americas region on global Customer Service OEG (Organizing for Efficiency and Growth) team with other Regional CS Directors. Developed 2-year plan to achieve customer service future state and evaluated outsourcing options for non-customer facing activities. Designed global Customer Service training program, also selected Oracle on Demand as global CRM system. * Directed in house Technical Customer Service function for North America. Included handling product inquiries, complaints and troubleshooting chemical dispensing equipment, dispatching field service as needed. * Led all customer support including: management of 350,000 incoming calls annually as well as the processing of over 400,000 orders annually. * Led North American Diversity and Inclusion Council (member Global Council). Implemented Diversity and Inclusion strategy developed by global council within North America and executed training of over 100 corporate based employees on Diversity and Inclusion training. * Drove continuous improvement in service by collaborating with Six Sigma Lead on development of a Customer Service Maturity Scorecard that was piloted in Brazil, Mexico and North America. Scorecard rates the as is of key customer service attributes which resulted in the development of 2012 annual objectives.



Rust-Oleum Corporation

• United States
• Manufacturing
• 700 & Above Employee

• Director, Quality & Customer Service

  • 1998 - 2006

  Directed all customer service, consumer support and pricing administration functions supporting a consumer business, an industrial business and an international business group with annual sales of $425 million. Managed 4 direct reports and 40 indirect reports with an annual budget of $2 million. Led corporate quality initiatives at corporate headquarters and 3 U.S. manufacturing facilities which included ISO certification, quality training. Directed all corporate quality initiatives, corporate problem solving, manufacturing process improvement, and internal quality teams. * Led all customer and consumer support including: management of 80,000 incoming Customer Service calls annually; all consumer correspondence of 160,000 incoming calls; 20,000 letters and e-mails annually; and order processing of 175,000 orders annually. * Designed and staffed, over a 6 month period, a 10 seat call center supporting The Home Depot at Home Service as part of Rust-Oleum Service Company. Call center handled 100,000 calls annually. * Improved order entry processing to less than 8 hours and improved call answer rate to over 98% by developing and implementing a Customer Service restructuring plan to support Consumer Business Group and Industrial Business Group. Established four teams: Technical Service; Order Management; International Customer Service and Customer Service. Also improved response time on consumer e-mails to less than one day. * Improved call placement accuracy of incoming calls by selecting and implementing Cisco IPCC Express call management system through use of skill based routing. * Played key role in selection and implementation of SAP R/3 v. 4.6B, fully integrated company wide ERP system. Developed extensive knowledge of sales and distribution module of SAP.



In-Sink-Erator

• Appliances, Electrical, and Electronics Manufacturing
• 1 - 100 Employee

• Director, Consumer Service

  • 1995 - 1998

  Directed internal consumer support functions for company and supported field service product network including: In-Sink-Erator ServiceLine Call Center with 310,000 incoming calls annually; 30,000 warranty claims processed annually; technical publications; technical training and service parts management. Implemented AT&T (Lucent) Definity PBS G3V4, AT&T Conversant Voice Response V5 and AT&T Call Management System R3V2. Participated in selection and implementation of JD Edwards, ERP system. Directed internal consumer support functions for company and supported field service product network including: In-Sink-Erator ServiceLine Call Center with 310,000 incoming calls annually; 30,000 warranty claims processed annually; technical publications; technical training and service parts management. Implemented AT&T (Lucent) Definity PBS G3V4, AT&T Conversant Voice Response V5 and AT&T Call Management System R3V2. Participated in selection and implementation of JD Edwards, ERP system.



Tenneco

• United States
• Motor Vehicle Manufacturing
• 700 & Above Employee

• Manager, Customer Service

  • 1986 - 1995