Experience

Interstate Connecting Components (ICC), Div. of Heilind Mil-Aero
• Quality

  • Jan 2022 - Present

SPI Pharma
• United States
• Pharmaceutical Manufacturing
• 200 - 300 Employee
• Manager Customer Service - Americas

  • Aug 2016 - Nov 2020


KNF Neuberger GmbH

• Germany
• Machinery Manufacturing
• 1 - 100 Employee

• Manager, Sales Support

  • Jan 2014 - Mar 2016

  ▪ Developed and implemented best practices to ensure the highest levels of consistency and accuracy of the department’s daily functions. Ensured data entry activities aligned with the needs of other departments. ▪ Continuously improved processes, evaluated and refined the organization of the sales support team, and elevated overall department performance. Fostered a culture of continuous improvement. Instituted procedure and training documentation improvements. ▪ Focused on developing a proactive customer service approach. Developed new and current employees through ongoing corrective coaching, mentoring and training for continuous improvement. ▪ Monitored and analyzed data for key metrics to ensure my department is operating at an efficient level and is providing a high level of service to both external and internal customers with respect to customer satisfaction, on time delivery, data accuracy, and product returns. ▪ As an SAP Key User, provided daily support for SAP and general process related activities. ▪ Reviewed and documented individual employee performance at regular intervals and recognized accomplishments of the team members. ▪ Monitored customer forecasts/orders and adjusted company production accordingly to maximize efficiencies and minimize lead times as well as production costs.



Philadelphia Gas Works (PGW)

• Manager - Customer Service and Call Center Operations

  • Jan 2012 - Mar 2013

  Directed PGW’s Call Center Activities and Operations (125 CSRs). Union Environment Developed and instituted our Call Center best practice process development / improvement and knowledge management efforts resulting in same day turnaround for all orders and issues. Developed CSR Training to enhance inside sales role to include promoting new products, suggesting additional products from our current portfolio and initiating calls to existing and potential customers to initiate new business. Developed and initiated weekly meetings with Sales and Marketing to set strategy and goals for inside and outside sales efforts for the upcoming week for the CSRs to implement. Designed Product Informational Training Meetings to familiarize the CSRs with the entire product line, processes and technologies. Developed Client Focused organizational cultures resulting in significantly higher customer satisfaction. Directed QA Monitoring for the Call Center and developed corrective training and mentoring for continuous improvement. Initiated IVR improvements to improve efficiencies and decrease costs. Developed employee schedules that will ensure optimal call, Service Levels and Customer Satisfaction (WFM).



EMD Chemicals

• United States
• Chemical Manufacturing

• Mgr Customer Service, Inside Sales and Call Center Operations

  • Oct 2007 - Oct 2011

  Directed EMD / Merck’s North American Call Center (1500 daily calls) operations and to implement the proper balance of people, processes and technologies to improve employee productivity to achieve high client service levels. Reduced Customer Complaints by 30% the first year and 20% each subsequent year by instituting Root Cause Analysis and Corrective Action to achieve high client service and satisfaction levels. Developed Client Focused organizational cultures resulting in significantly higher customer satisfaction. Integrated 6 Regional Call Centers to a national unit in Gibbstown resulting savings of $3M annually. Reorganized and Reduced the Call Center Staffing Requirements by 50% the first year while increasing overall efficiency. Instituted IT enhancements increasing efficiency for Electronic Order entry by 60% the first year. Facilitated SAP with IT and instituted procedures to continuously monitor problems and test systems. Created a knowledge repository tool and the associated document management process. Instituted Rework Analysis to reduce order entry errors resulting in significant cost savings. Instituted a CSR Sales and Marketing Mentoring Program to increase customer and product awareness. Developed employee schedules that will ensure optimal call, employee performance and customer satisfaction (WFM).



Sparks

• Technology, Information and Internet

• Manager Customer Service, Inside Sales and Support Center

  • Jun 2004 - Oct 2007

  Spear headed Spark’s Inside Sales Efforts to current and potential customers within their Call Center resulting in increased sales. Instituted Mandatory Daily Sales Analysis to adjust Production, Maintenance and Reconciliation of Inventory Levels to drive efficiency, lower costs and decreased inventory levels. Instituted Root Cause / Corrective Action Analysis of Customer Complaints resulting in a significant drop of customer complaints and rework. Responsible for Bidding and Cost Analysis on Customer Contracts.



Inolex Chemical Company

• Mgr. Customer Service, Inside Sales and Call Center Operations

  • Jan 1995 - Jun 2004

  Initiated EDI Ordering System and Migrated 30% of Accounts to it Developed Root Cause / Corrective Action Analysis of Customer Complaints Resulting in a decrease of 20% per year. Created and Evaluated Customer Satisfaction Surveys Received over 90% Customer Satisfaction for the last five years Lead Auditor for Inolex’s ISO 9001 Quality Systems Directed and Managed Inolex’s Inside Sales efforts Generated Monthly Sales Forecasts and Managed Inventory Accordingly Hired and Trained Customer Service Representatives Created and Designed the Inolex Company Website