Experience

Hach

• United States
• Environmental Services
• 700 & Above Employee

• Senior Manager Global Customer Support

  • Jan 2010 - Present

  HACH COMPANY 2010-Present World leader in water quality testing equipment and chemicals. Senior Manager Global Customer Support * Manager and direct Customer support operations for NA and EU. Senior Sales Operations/sales Operations Manager • Managed sales analytical function, standardizing reports and cadence of reporting. Reducing effort of creating/finding/ and utilization of data. • Streamlined on demand reporting process, proactive rather than reactive • Lead multiple Kaizens across multiple departments • Kaizen impact was new process implemented resulting in an increase of transactional efficiencies by 15% • Developed and delivered customer loyalty training, creating a new culture within the department • Increased Customer Satisfaction scores (NPS) 20% • Developed process for reduction of order errors, by 50% • Increased Freight Revenue, recovery percentage approximately 200% • Increased cross sales and up sales in the support department up 300% in 4 years. • Increased service levels to customers by 15% • Developed lead process that increased sales from closed leads from $120K to $3.0M • Developed CAREER PATH for all employees in the department • Developed and promoted 40 individuals up or out of the Customer Support Department in past 4 years Show less



Micro Motion

• Senior Customer Service Manager

  • 2005 - 2010



IKON Office Solutions

• Retail Office Equipment
• 700 & Above Employee

• Director of Customer Service

  • 2000 - 2005