Experience

Automotive Keys Group

• United States
• Wholesale
• 1 - 100 Employee

• Director of Application Development

  • Dec 2022 - Present



Planmeca USA, Inc.

• United States
• Medical Equipment Manufacturing
• 100 - 200 Employee

• Sr. Director of Tech Support & Operations

  • Apr 2019 - Jun 2022

  Hoffman Estates, Illinois, United States Hired by and reported to the President to implement business process improvements for department of 60+ direct and indirect reports located across multiple sites supporting the following areas: technical support, distribution operations, quality assurance, customer service, IT applications, field support, and maintenance. Senior leadership team member responsible for the department budget, strategic planning, and organizational improvements of over $97M in annual revenue. -Improved… Show more Hired by and reported to the President to implement business process improvements for department of 60+ direct and indirect reports located across multiple sites supporting the following areas: technical support, distribution operations, quality assurance, customer service, IT applications, field support, and maintenance. Senior leadership team member responsible for the department budget, strategic planning, and organizational improvements of over $97M in annual revenue. -Improved on-time delivery of equipment from <80% to 99% and reduced shipping backlog from $800K to $3K by instituting daily management and optimizing the scheduling process. -Reduced order entry errors related to parts pricing by over 90% by implementing an automated workflow process. -Led implementation of omni channel RingCentral (NICE) inContact enterprise call center management software across multiple sites. -Measured and achieved net promoter score (NPS) of 80+ for tech support by implementing an automated survey process, which launched emails after case closure. -Scaled the tech support department and reduced hold times by over 80% by determining proper staffing requirements and implementing Kaizen improvements. -Launched e-Commerce business for dental instruments, software modules, and tech support services by successfully project managing cross-functional team members and partnering with UPS for e-Fulfillment. -Initiated a formal IT project/change management process. Determined the priorities, assigned IT staff members, and communicated status to all levels of the organization. -Lowered planning time by over 80% by implementing real-time Power BI dashboards to track product availability with alerts for scheduling technicians to replenish low inventory. -Oversaw successful warehouse move from Roselle, IL to Hoffman Estates, IL, including procurement and layout of racking and vertical lift equipment with implementation of a warehouse management system (WMS). Show less



G&W Electric Co.

• United States
• Appliances, Electrical, and Electronics Manufacturing
• 400 - 500 Employee

• Director, Aftermarket Support

  • Mar 2015 - Apr 2019

  Bolingbrook, IL Hired by the VP of Operations to oversee and implement business process improvements for department of 25+ direct and indirect reports supporting the following areas: technical support, returned goods, and field service. Responsible for the department budget, strategic planning, and organizational improvements of approximately $500M in annual revenue. -Reduced return material backlog by over 70% and zero-hour failure queue times from several weeks to less than three days, on average… Show more Hired by the VP of Operations to oversee and implement business process improvements for department of 25+ direct and indirect reports supporting the following areas: technical support, returned goods, and field service. Responsible for the department budget, strategic planning, and organizational improvements of approximately $500M in annual revenue. -Reduced return material backlog by over 70% and zero-hour failure queue times from several weeks to less than three days, on average, by implementing a triage process and proper staffing. -Reduced the average time to invoice a customer from 60 days to 21 days by implementing a web-based field service tracking system using SharePoint. -Measured and achieved net promoter score (NPS) of 80+ for field service by implementing a survey process after service completion. -Decreased number of field service visits required to swap equipment at a local utility by 50% by designing and dispatching a dedicated truck. -Reduced field service scheduling lead time by over 20% by establishing an apprenticeship program to hire and develop new talent. -Project managed successful SalesForce Service Cloud implementation project. Developed the project plan, design specification including integration with JDE ERP system, user stories, and testing scripts. Led employee training sessions. -Eliminated animal interference complaints from a local utility using 8-Step problem solving methodology to analyze and recommend protection alternatives. -Implemented a predictive warranty analysis process to estimate product return rates. -Implemented formalized process for handling product upgrade/retrofit requests. -Managed key customer accounts to ensure reported issues were resolved in a timely manner. Served as escalation point for complaints that were beyond the authority of subordinate reports. -Led migration from SalesForce Classic to Lightning and implemented knowledge management. Show less



Philips

• Netherlands
• Hospitals and Health Care
• 700 & Above Employee

• Sr. Manager, Customer Care

  • Mar 2013 - Mar 2015

  Rosemont, IL -Managed a team of 10 technical support and complaint managers across multiple sites who were responsible for resolving customer quality and warranty issues. -Resolved escalated customer complaints. -Integrated new businesses (M&A) into standardized way-of-working. -Responsible for developing processes for handling product replacement orders, labor invoicing, and issuing credit memos to customers. -Implemented standardized product recall process featuring user-friendly web-form… Show more -Managed a team of 10 technical support and complaint managers across multiple sites who were responsible for resolving customer quality and warranty issues. -Resolved escalated customer complaints. -Integrated new businesses (M&A) into standardized way-of-working. -Responsible for developing processes for handling product replacement orders, labor invoicing, and issuing credit memos to customers. -Implemented standardized product recall process featuring user-friendly web-form, automated workflow, and real-time dashboard for monitoring progress. -Implemented onboarding process to effectively train new hires. -Developed dashboard for monitoring customer cases. Created and implemented action plans to ensure cases were successfully resolved. -Led team which achieved three consecutive months with 100% B2B net promoter score (NPS). -Implemented internal quality audit process for entire Rosemont site. Trained the internal audit team, performed audits of other processes, and identified opportunities for improvement. -Developed risk mitigation and contingency plan for department. -Served as customer care lead for major business market combination (BMC) LED OEM transformation project. -Improved employee engagement net promoter score (NPS) from -57 to +58. -Worked closely with legal department regarding consumer product safety issues.

• Sr. Manager, IT Business Specialist Source & Build (IT Program Management)

  • Mar 2012 - Mar 2013

  United States -Expansion of previous role to include support for sourcing projects.

• Sr. Manager, Business Process Expert, Consumer Lifestyle-Make (IT Program Management)

  • Sep 2010 - Mar 2012

  Global -Program-managed a multimillion-dollar IT project portfolio across global Philips sites; including the US, Netherlands, England, Italy, Hungary, Indonesia, and China. -Evaluated manufacturing and industrial quality processes and recommended initiatives to improve efficiency and effectiveness. -Performed regular reviews with key project stakeholders and provided input to the eight-quarter roadmap. -Led project workshops at global sites. -Initiated project briefs, business impact… Show more -Program-managed a multimillion-dollar IT project portfolio across global Philips sites; including the US, Netherlands, England, Italy, Hungary, Indonesia, and China. -Evaluated manufacturing and industrial quality processes and recommended initiatives to improve efficiency and effectiveness. -Performed regular reviews with key project stakeholders and provided input to the eight-quarter roadmap. -Led project workshops at global sites. -Initiated project briefs, business impact analyses, project scorecards and user requirements specifications. -Reviewed project initiation documents (PID's). -Facilitated meetings with project managers to review progress of projects in execution. Resolved issues and roadblocks. -Provided input to the annual operating plan (AOP). -Participated in end-of-project reviews to derive net promoter score (NPS).

• IT Business Relationship Manager

  • Oct 2007 - Sep 2010

  Rosemont, IL -Served as primary point of contact for key stakeholders in the U.S., Canada, Mexico, and Netherlands, responsible for determining their IT needs. -Managed a portfolio of projects and change requests and ensured SLA's were met. -Maintained key performance indicators (KPI's) and presented monthly business scorecard to senior management. -Compiled and analyzed customer satisfaction data and proposed process improvements. -Designed and implemented a support portal to simplify the… Show more -Served as primary point of contact for key stakeholders in the U.S., Canada, Mexico, and Netherlands, responsible for determining their IT needs. -Managed a portfolio of projects and change requests and ensured SLA's were met. -Maintained key performance indicators (KPI's) and presented monthly business scorecard to senior management. -Compiled and analyzed customer satisfaction data and proposed process improvements. -Designed and implemented a support portal to simplify the ticket entry process. Reduced ticket entry time, minimized the number of calls to the IT department, and greatly improved customer satisfaction. -Initiated detailed project charters and project briefs, estimated business benefits and resource requirements, assessed project risk, and assisted in the prioritization process. -Appointed by the VP/CIO as employee engagement survey champion to improve workplace effectiveness. Implemented 'Bright Ideas' initiative to encourage and reward employees who suggested and implemented process improvements.

• Testing Lead, SAP Lighting North America Project

  • Mar 2009 - Jun 2010

  Somerset, NJ -Reported to the VP/CIO of North America. -Oversaw the entire integration and user-acceptance testing processes for a $12M SAP ERP migration project. -Created web-based testing solution that allowed global users to enter results real-time and produced real-time reporting metrics. -Analyzed data from testing to prioritize development activities. -Trained internal and external resources on the testing process, assigned testers and directed their activities. -Developed 200+ testing… Show more -Reported to the VP/CIO of North America. -Oversaw the entire integration and user-acceptance testing processes for a $12M SAP ERP migration project. -Created web-based testing solution that allowed global users to enter results real-time and produced real-time reporting metrics. -Analyzed data from testing to prioritize development activities. -Trained internal and external resources on the testing process, assigned testers and directed their activities. -Developed 200+ testing scenarios with team leads (e.g. marketing and sales, supply chain, finance, business intelligence, etc.).



Philips

• Netherlands
• Hospitals and Health Care
• 700 & Above Employee

• SAP QM Analyst

  • Mar 2007 - Oct 2007

  Rosemont, IL -Performed SAP Quality Management (QM) module configurations. -Created user documentation and trained users on SAP functionality.

• Corporate Quality Assurance Manager

  • Apr 2005 - Mar 2007

  Rosemont, IL -Responsible for all aspects of customer quality. -Reviewed and analyzed quality metrics (e.g. warranty costs, field replacement PPM's, warranty returns test results, etc.) to identify trends and propose corrective actions. -Managed end-customer complaints to ensure timely and adequate resolution. -Audited manufacturing facilities and initiated improvement actions. -Implemented quality hold process in SAP to prevent suspect product from reaching customer sites. -Created quality… Show more -Responsible for all aspects of customer quality. -Reviewed and analyzed quality metrics (e.g. warranty costs, field replacement PPM's, warranty returns test results, etc.) to identify trends and propose corrective actions. -Managed end-customer complaints to ensure timely and adequate resolution. -Audited manufacturing facilities and initiated improvement actions. -Implemented quality hold process in SAP to prevent suspect product from reaching customer sites. -Created quality processes and procedures.



Richardson Electronics, Ltd.

• United States
• Mechanical Or Industrial Engineering
• 200 - 300 Employee

• Corporate Quality Assurance Manager (2002-2005)/Quality Assurance Supervisor (2000-2002)

  • Mar 2000 - Apr 2005

  LaFox, IL -Directed the quality initiatives of all Richardson offices worldwide (1,100+ employees); including four manufacturing divisions and two distribution centers. -Led successful transition from ISO 9002:1994 to ISO 9001:2000 at Richardson headquarters (LaFox, IL). -Implemented the QS-9000 system at the RES manufacturing division (Elgin, IL). -Implemented and the ISO 9001:2000 system at the Pixelink manufacturing division (Hudson, MA). -Created and maintained quality documents and… Show more -Directed the quality initiatives of all Richardson offices worldwide (1,100+ employees); including four manufacturing divisions and two distribution centers. -Led successful transition from ISO 9002:1994 to ISO 9001:2000 at Richardson headquarters (LaFox, IL). -Implemented the QS-9000 system at the RES manufacturing division (Elgin, IL). -Implemented and the ISO 9001:2000 system at the Pixelink manufacturing division (Hudson, MA). -Created and maintained quality documents and records (ECR's, work instructions, calibration records, CAR's, PAR's, etc.). -Led the internal audit team. Performed process audits and trained new auditors. -Developed real-time automated charting system for production test data. -Created custom material resource planning (MRP) software used by the purchasing department to order components. Reduced planning time from four hours to 15 minutes. -Led management review meetings and continual improvement activities. Show less



Futaba Corporation of America

• Process Engineer

  • Jun 1993 - Mar 2000

  Schaumburg, IL -Developed and implemented high-tech manufacturing processes (surface mount technology, wave soldering, selective soldering, lead forming, assembly, cleaning and packaging). -Created and maintained process manuals, work instructions, and drawings. -Trained operators on equipment usage and manufacturing process instructions. -Reviewed engineering design checkplots. -Performed material testing. -Supported the implementation of ISO 9001:1994. -Designed tooling and fixtures to… Show more -Developed and implemented high-tech manufacturing processes (surface mount technology, wave soldering, selective soldering, lead forming, assembly, cleaning and packaging). -Created and maintained process manuals, work instructions, and drawings. -Trained operators on equipment usage and manufacturing process instructions. -Reviewed engineering design checkplots. -Performed material testing. -Supported the implementation of ISO 9001:1994. -Designed tooling and fixtures to simplify processes. Show less