Leadership of all aftermarket and operational teams for the Americas HQ business unit of Australian machinery manufacturer. Responsibilities including Accounting, Finance, Procurement, Customer Service Aftermarket, Technical Service, HR, Pricing/Logistics, and Facilities.- Aftermarket product, pricing, and portfolio management including right-sizing inventory, OSMI write-offs, supplier and customer discount policies, cost-out exercises, etc – leading to improved delivery and reduced out of stock issues.- Reduced inventory losses to less than 0.4% (vs. over 5% in previous year) – rationalized/decreased inventory 46%, improved 2020 inventory turns 300%, while improving delivery times/availability of parts.- Recovered over $350k in long-term past due invoices by improving documentation, communication, and collection efforts.- Improved collections for past service jobs and improved Technical Service team revenue an average of 20%/month through 1H21. Added in-house repair service to reduce cost of repair for capital equipment. - Implemented new Technical Service/Aftermarket management software package – improving process for scheduling & tracking new jobs, documenting resolutions, and ensuring timely invoicing.- Through careful hiring created a very high-performing team – rebuilt Accounting, Customer Service, and Technical Support teams from the ground up. Improved employee benefits - adding family, dental/vision coverage while reducing costs by over 35%. Also pulled-back shared functions from sister company, saving over $140k/year while adding capabilities to the team (Customer Service, Parts/Inventory, Finance).

Start-up and development of Americas region business for Allfi Waterjet AG, a leading manufacturer of waterjet parts with headquarters in Stans, Switzerland. Responsible for all business development, marketing, sales, administration, and management of all Allfi efforts in the region. Accomplishments to date include the following:- Realized 3X year over year growth.- Creation, design, and implementation of ecommerce site to support region - www.allfiwaterjet.com - including payment processing features. Completed SEO steps for each product. Developed social media strategy and executed LinkedIn company page and updates. Created Spanish & Portuguese language versions to reach South & Central America customer base.- Completed pricing analysis of regional waterjet market, created company pricing model for region, selected stock type and quantities.- Selected physical location for regional HQ office, including cost/benefit analysis of potential cities, recommendation of site to owner, contract negotiation, design of physical layout, remodeling of site, sourcing of all fixtures and furniture.- Registered company with appropriate government bodies for taxes, business license, etc. Liaison with outside legal and accounting resources.- Sourcing and selection of insurance providers, utilities, etc. to support site operations and employee benefits.- Recruiting, hiring, and management of additional site personnel.- Research and creation of marketing prospect lists to support social media and general marketing campaigns. Identification of marketing initiatives and materials to increase customer response.- Respond to RFQs and other customer inquiries about Allfi products. Establish additional relationships with current customers and prospects to drive revenue.- Actively prospect customers via email, online marketing, phone, trade shows, and through in-person site visits

Various efforts related to business development and overall management:- Completed 4 month supply chain consultation with Techni Waterjet from Jan 2017 to end of April 2017

Management of Marketing, Aftermarket Sales, Product Development, and Engineering teams at KMT Aqua-Dyne, a leading manufacturer of water blasting equipment. Responsible for daily operations, unit P&L, performance metrics, and meeting customer requirements for industrial water blasting and hydrostatic test equipment manufacture.- Conducted complete redesign of major pump line-up including cost-out exercises, sourcing management, engineering management, testing, marketing launch, etc., resulting in successful re-launch of 3 main product lines with over 60 configurations. Product lines are currently delivering over 90% of unit revenues.- Created sales & operations tracking tools to manage business more effectively. Worked with manufacturing dept. to improve lead time on main product line.- Delivered 15% reduction in inventory through reduction of obsolete inventory and improved forecasting practices- Improved capital equipment and parts lead times from factory by 25% through product standardization and improved communication methods and sales forecasting processes.- Completed migration of old website to new ‘mobile friendly’ format to preserve SEO / page rankings. Created new literature and trade show materials to highlight updated corporate & unit image.

Management, development, and coordination of global aftermarket efforts related to sales & marketing. Includes responsibility for product development, pricing, and aftermarket strategy.- Development and implementation of global performance metrics and reporting. Worked with multiple global business units to create operational and commercial metrics package for C-level management and corporate owners.- Creation of flat-rate service products to drive bundled purchase behavior - labor and parts.- Drove completion of first comprehensive print and on-line parts catalog by this division.- Co-Inventor of patented new material for waterjet specific application, delivering significant cost savings and product performance improvement.

Managed in-house team to support / deliver 5-year company strategic plan, including database creation and data analysis presented to Board of Directors in quarterly installments. Provided key decision support for Marketing & Sales VP working on sale of company.- Created customer, prospect and market segmentation databases and conducted in-depth analysis of 5-year trends from sales results. Identified best opportunities to improve EBITDA (aftermarket!) and improve customer satisfaction.- Completed in-depth market segment reviews to highlight opportunities for expansion – focusing on underdeveloped/’blue-ocean’ strategies. Identified major market segment opportunity currently delivering 20% of unit revenues.- Supplied analysis and data validation of company financial/sales targets, incorporating economic and market forecasts which prior efforts had missed.- Guided company efforts for launch (now pending) of official presence in Brazil, including legal, accounting, personnel, P&L forecast, etc.- Manage test & evaluation of cutting processes for new applications and materials- Conduct quarterly evaluation of competitors' financial disclosures vs. KMT results- Conducted research and identified (with Engineering support) alternate material for major waterjet consumable. Sourcing work confirmed 60% cost savings vs. traditional material.

Directed management of outsourced Sales & Customer Care sites of up to 1,000 agents. Drove process improvement through creative use of statistical/reporting tools and analysis of historical trends. Used resulting insights to greatly improve customer experience.- Drove quality and consistency metric attainment across multiple programs. Consistently improved call-handling efficiencies, CSAT attainment and other performance metrics to all-time highs.- Reached top 2 out of 71 Sprint sites by February, 2009 for Issue Resolve metric, maintaining a top 12 position (of 85+ sites) through 2008.- Closely partnered with sister sites to share best practices and jointly develop initiatives to improve the customer experience with Sprint.- Responsible for efficiently managing staffing (inventory) requirements to meet forecast volumes.

Strategy and road-map development of acquisition & customer retention programs for Spanish-dominant and retail channel customers. Billing strategy and product development for acquisition of on-line/eBill customers. Early Life customer strategy development, implementation and measurement.- Drove Contract Extension Program and Early Life Customer treatment to approximately 5 million Spanish-dominant customers. Delivered 27% higher close/response rates vs. general market.- Increased eBill and Direct Debit product enrollment 34% using targeted messaging campaigns and quarterly messaging vehicles. Drove product enhancements from ideation through implementation.- Launched Contract Extension program in retail channel (1200+ stores) creating $25 million in incremental CLV in 2005. Managed measurement process to confirm improvements by market.- Developed strategic plan to drive online bill adoption and eBill product enhancements across channels. Used churn and cost per customer analysis to deliver best approach.- Improved Spanish-dominant customer communication and treatment via expansion of general-market programs into Hispanic segment and improvements in the Spanish-language bill process.- Tiger-team for Retail channel process improvement utilizing six sigma methodology to streamline return and exchange processes in Direct Retail stores.- Drove reconciliation process for fees and return/exchange processes during Sprint/Nextel merger.

- Redesigned Integrated Cabinet Solutions dept forecasting process using Visual Basic (self-taught).- Redesigned ICS website to facilitate customer access to product information.- Developed forecasting tool to deliver present value metrics for sales department.

- Performed in-depth analysis of client campaigns, including efficiency, production and quality metrics. Converted results of analysis into plans for daily and monthly initiatives to drive constant improvement resulting in multiple awards and recognition.- Managed relationship with client including daily updates and monthly formal presentations to client.- Supervised roll-out (to production) of over 20 custom software applications and two major client OS changes. Assisted with trouble-shooting and update processes.- Consistently met or exceeded client expectations via matrix-management of Operations, Training, IT, HR and Quality departments and through active communication of center initiatives to clients.- Assisted professional sales staff with pitches to prospective clients as SME for call center operations, reporting and for providing services to Hispanics in the U.S.

- Developed and managed Spanish-language customer contact center campaigns for $10 million client.- Managed relationship with client including daily communications and formal monthly reviews.- Designed test structures and coordinated testing of new products and promotions.- Greatly improved the level of analysis and reporting for all aspects of production. Worked with IT to refine data gathering processes. Trained management staff on use of resulting reports/data.- Created reporting group, developed report templates, trained and managed 2 -3 person staff.- Developed and refined portfolio approach to prospect/list management, which was subsequently used by the client at other customer contact centers.