Senior Manager Global Customer Support
CurrentHACH COMPANY 2010-PresentWorld 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
