Experience

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  Grounds & Vine

  • Kannapolis, North Carolina, United States

  • Business Owner

    • Jul 2021 - Present
    • Kannapolis, North Carolina, United States

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  Momentive

  • Charlotte, North Carolina, United States

  • Americas Leader of Customer Services and Inside Sale

    • Nov 2015 - Jun 2020
    • Charlotte, North Carolina, United States

    Leader of the Silicones customer service teams located in the US, Brazil and Mexico supporting 9 unique Business Units. Responsibilities included design strategy to deliver customer delight to multi-channel partners, P&L, recruiting and staff development, strategy development, training and cost saving projects.

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  Hex ion

  • Columbus, Ohio, United States

  • Director of Commercial Services, NA

    • Mar 2010 - Nov 2015
    • Columbus, Ohio, United States

    Director North America Customer Service. Directed a multi-segment, multi-channel customer service organization for the North American region offering a shared service approach to deliver unique competencies customized by customer across 3 business units with revenues exceeding$2B globally in the specialty chemical industry.

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  Kennametal

  • Director Global Customer Service Support

    • Sep 2007 - Aug 2009

    DIRECTOR OF GLOBAL CUSTOMER SERVICE SUPPORT (2007-2009) – Scope of duties consist of directing a team of 414 employees responsible for customer service and technical application support for the second largest metal cutting manufacturer in the world.  Appointed by the President as Interim Director of Global Pricing & Concessions charged with leading 8 regionally based employees for 6 months. Achieved a 41% reduction in lead-time for customers due to redefining existing processes. Decreased in 12 months, cost to serve 45%, and improved profitability $1.3 million by establishing a 27-employee global in-house back office support center. Implemented a quotation follow up program in partnership with external sales team designed to improve effectiveness of new leads with projected results to be 25% improvement in quote to order ratio.

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  Kennametal

  • United States
  • Machinery Manufacturing
  • 700 & Above Employee

  • Senior Manager America's Customer Service

    • 2005 - 2007

    SENIOR MANAGER AMERICA’S CUSTOMER SERVICE ORGANIZATION (2005-2007) – Primary duties focused on managing 8 customer service sites with 145+ employees an 8-member team responsible for multi-channel customer support in business to business and direct consumer markets as well as 400 + outside sales engineers. Developed and implemented standard operating procedures and work instructions across 8 sites for 145 CSR’s reducing the total on-boarding time by 46% resulting in $1.6 million annual revenue improvement. Led a 15-member cross-functional team in the selection and implementation of new telephony equipment that accomplished the following 3 items: 1) Improved first call resolution by 30%; 2) Reduced customer complaints by 9%; and 3) Improved Customer Satisfaction Index by 4 points. Selected by the President as the SAP implementation project leader that achieved a 15% improvement in order entry processing time and no disruption to customer satisfaction levels post-launch.

  • Director North America Customer Service

    • 2000 - 2005

    DIRECTOR NORTH AMERICA INDIRECT CHANNEL CUSTOMER SERVICE (2000-2005) – Responsibilities included operational leadership of 7 customer service sites with more than 50 employees providing support to Distribution Partners and Direct/Indirect external sales force consisting of 150 sales representatives. Developed and launched a distribution telemarketing team specifically targeting small distributors and distributors with previously no growth. As a result, realized first year sales growth of 22%. Implemented PBX upgrade to establish operational business metric improvements. Subsequently, surpassing previous managers’ customer satisfaction results by 50% within the first year. Designed a comprehensive CSR career path and incentive program that reduced annual employee turnover from 50% to 15%. Established vendor/client partnering which proved instrumental in winning an annual award for ‘Best in Class Service’ from a $50 million distributor partner which was previously exclusive to their internal employees only. Co-led team to design, document and implement Sarbanes-Oxley controls for entire order to cash process for $160 million business. Received award from the CEO for completing all subsequent audits with zero occurrences.

  • Supervisor Indirect Channel Customer Support

    • 1997 - 2000

    SUPERVISOR INDIRECT CHANNEL CUSTOMER SERVICE (1997-1999) – Directed 6 CSR’s in the daily execution of providing exceptional customer support to indirect channel partners. Selected to lead new candidate interview team and successfully recruited more than 25 new top performers over a 1-year span. Achieved special recognition from senior management as the only team out of 6 teams, to exceed all customer satisfaction metrics for 2 consecutive years. Additionally, created and executed new CSR training and assessments to reduce training time from 6 weeks to 4 weeks.

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  Mary Kay, Inc.

  • Senior Regional Sales Director

    • 1993 - 1997

    Lead sales unit of 60+ independent representatives.

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  Battle Creek Enquirer and News

  • Senior Advertising Sales Representative

    • 1983 - 1989