Experience

Panduit

• United States
• Appliances, Electrical, and Electronics Manufacturing
• 700 & Above Employee

• Program Director ERP Implementation

  • Jan 2022 - Sep 2023

  Greater Chicago Area Global lead for a transformational program moving from a 20-year-old on premise EBS to Oracle ERP Cloud. Recruited a core team of functional experts, researched and selected a top tier system integration partner, established a transformational framework, and set the foundation for significant efficiency and service improvements.

• Director Order Fulfillment

  • Feb 2020 - Jan 2022

  Greater Chicago Area Expanded role leading a 400-person global order fulfillment team consisting of customer experience (CX), supply chain planning, distribution, warehousing, freight and trade compliance. Key functions included global CX strategy and execution across 6 customer centers, 7 distribution centers, for the Americas, Europe, and Asia Pacific through the COVID pandemic.

• Director Customer Experience And Sales Operations

  • Jul 2016 - Feb 2020

  Tinley Park, IL Transformed legacy customer service to contemporary customer experience model on a global scale by centralizing policy, procedure, and systems with decentralized execution support. Reduced customer complaints by 73%, increased contact center responsiveness by 63%, while reducing SG&A by 22%. Operating responsibility across the Americas, Europe, and Asia Pacific in support of 1200 customers, 100 CX, product support and sales operations specialists, managing 2400 orders, 1200 calls, and… Show more Transformed legacy customer service to contemporary customer experience model on a global scale by centralizing policy, procedure, and systems with decentralized execution support. Reduced customer complaints by 73%, increased contact center responsiveness by 63%, while reducing SG&A by 22%. Operating responsibility across the Americas, Europe, and Asia Pacific in support of 1200 customers, 100 CX, product support and sales operations specialists, managing 2400 orders, 1200 calls, and 5000 emails per day.



GE HealthCare

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Director of Service

  • Apr 2015 - Jul 2016

  Greater Chicago Area Operating responsibility for $20M diagnostic imaging service P&L in the greater Chicago area with 187 customer sites, 890 diagnostic systems and 18 field service engineers across all imaging modalities.



Cabot Microelectronics

• United States
• Semiconductor Manufacturing
• 200 - 300 Employee

• Product Manager

  • 2012 - 2014

  Aurora, IL Global accountability for revenue growth, new product introduction, pricing strategy, product life cycles, manufacturing and sourcing initiatives to improve gross margin, and customer negotiations in the USA, Europe, Japan, and South Korea.

• Director Sales Operations

  • 2005 - 2012

  Aurora, IL Responsible for seven global (USA, EUR, JPN, KOR, SGP, TWN, CHN) customer service teams, customer relationship management (CRM) platform, sales funnel management and analysis, Oracle system management, sales forecasting, S&OP, sales incentive program (SIP) and distributor identification and management.



GE Capital

• United States
• Financial Services
• 700 & Above Employee

• VP Service Operations

  • 2000 - 2005

  Chicago, IL Oversaw a $130M operational budget for GE Capital Railcar services, staff and processes to improve communication and collaboration across sales, technical support, finance and portfolio management. Managed 300K railcars leased to customers operating across North America in a $1B portfolio.



GE

• United States
• Industrial Machinery Manufacturing
• 700 & Above Employee

• Plant Manager

  • 1997 - 2000

  Worthington, OH Operating P&L responsibility of $50M plant for GE Superabrasives. Managed 110 production associates in machining and finishing diamond tipped tool bits used in machining, cutting, grinding, polishing and drilling products serving customers in the electronics, computer, automotive, and industrial industries.

• Production Planner / Direct Material Sourcing Leader

  • 1996 - 1997

  Worthington, OH Implemented new S&OP process that became the model for change planning, forecasting and interaction between operations, sales and key customers for 3 plants (2 U.S. and 1 Ireland) that supported $250M sales.



Tyco

• Ireland
• Security and Investigations
• 700 & Above Employee

• Plant Planner / Production Supervisor

  • 1994 - 1996

  Seneca, South Carolina Area Finishing supervisor and plant planner for Kendall’s flagship factory in South Carolina, a $100M producer of medical devices and wound care products acquired by Tyco International's $7.9B healthcare division.



US Army

• United States
• Armed Forces
• 700 & Above Employee

• Captain / Company Commander / Logistics Operations Officer

  • 1986 - 1994

  Various International and USA Locations US Army officer with front line leadership and various key staff positions in Germany, Colorado and Virginia. Led a 130 person unit responsible for forward service and logistics in support of 4,400 soldiers. US Army Ranger.