Denise Richardson Email & Phone Number

Phoenix, Arizona, United States

Scottsdale, Az

- Lead a customer-facing team and the development of a customer experience strategy which included 15 (including remote locations) team members. - Partner with Account Managers and act as the voice of the customer to ensure all customers receive a high level of service and satisfaction.- Developed a customer resolution database which included the ability to assign or escalate issues to other team members increasing efficiency by 25%.- Responsible for employee development including hiring, terminating, mentoring, performance reviews, training and talent development plans.- Spearheaded and improved company E-Commerce platform.- Successfully integrated a newly acquired company into current team resulting in labor reduction.- Upgraded customer service’s phone system capabilities resulting in efficiency improvements.- Manage and resolve customer complaints to resolution and ensure customers are receiving superior service.- Develop and implement work instructions and ensure they are being followed throughout organization.- Drive continuous improvement efforts with cross functional teams to improve business processes.- Ensured sufficient department coverage and maintain workflow to successfully meet all customer expectations and department goals. - Developed departmental metric on key job components and report to Leadership team.

Tempe, Az

- Managed inside sales team for key aerospace and military customers in a highly competitive market. - Lead sales office responsible for manufacturing support functions including quoting, pricing, orders, RMA’s, demand management and responsiveness to internal and external customer inquiries. - Manage and attend customer meetings, contract proposals including negotiations and business reviews.- Analyze trends, buying behaviors and customers current and past needs to meet sales and EBIT goals.- Responsible for pricing approval along with working with cross functional teams and ensuring price sheets are updated and accurate.- Act as the voice of the customer to ensure all customers receive a high level of service and satisfaction.- Develop and track a long-term sales and forecasting plan for both market segments and regions.- Design and implemented department processes to enhance efficiency which included improving quoting process, automation of contract reviews and new pricing strategy which resulted in doubling EBIT.- Responsible for employee development including hiring decisions, mentoring, performance reviews, training and development plans.- Develop and report monthly KPI’s and department metrics to Senior Leadership and at factory town halls.- Assisted in the development of a Global C.S Winning Audit where my team received the highest score year over year.- Member of the Factory Leadership Team and participant of key factory decisions.- Introduced, designed and led the Net Promoter Score customer survey annually and results for all factories.

Chandler Az

- Managed key aerospace and forge stock customers and oversaw a team in all manufacturing support functions such as quoting, orders, pricing, contract reviews, RMA's and inquiries.- Developed a quote follow-up process and led team in achieving $1.7 million of sales in 2013 and become the leader and 'best in class' in business unit - Successfully led the Net Promoter Score implementation across a global business. - Ensured sufficient department coverage and maintain workflow to successfully meet all customer expectations and department goals.- Successfully combined and managed Customer Service and Production Control into one department to include the overseeing of production scheduling, job router processing and assembly personnel. - Developed and implemented daily management with team to cover daily key job components and metrics.- Responsible for customer relationship management including CSR escalation issues with focus on creating WIN-WIN solutions by working with three manufacturing mills to ensure customer needs are met. - Executed a consignment program for a top customer that resulted in increase business and market share gain. - Responsible for hiring new personnel, training, mentoring, coaching and performance reviews.- Drove working capital efforts of collecting accounts receivables, past dues and managing of unadjusted items.

Phoenix, Arizona Area

- Responsible for hiring, training and supervising employees at 3 remote locations.- Trained customer service team to contact an average of 10 prospective clients via the telephone daily while upselling services and negotiating pricing of products.- Worked with sales reps on consultative selling and efficient negotiating which increased annual revenue $500K in 2006.- Created department hierarchy and promoted warranted employees which created a more unified stronger team.- Developed “lunch & learn” training sessions with employees and presentations to customers.- Hired, counseled, mentored employees on job performance improvements and cross training efforts.- Designed and implemented marketing materials used to promote company and provided to prospective customers.- Assisted in handling daily operations to ensure all job functions were being met.- In charge of monthly billing and handling pricing discrepancies for customer base.

Phoenix, Arizona Area

- Processed quotes and orders and followed wafers through fab until received by customer.- Key contact person for all customer related issues including domestic, international and internal customers.- Maintained and reported sales forecasts, cycle time and customer escalation issues.