Eric Loose Email and Phone Number

• Main point of contact for VIP customers for US East, manage several large logo accounts• Coordinated with all areas of business to meet customer requirements and exceed expectations• Worked within cross-function regional pod to accelerate customer requests• Developed/implemented efficiency tools using Power BI, Power BI Report Builder, Power Query, and SharePoint to benefit the Customer Success business unit• Manage Visual Daily Management and KPIs for group• Large focus placed on measuring customer health data and developing proactive countermeasures for potential churn

• Oversee management of Photo ID services at over 50 Photo License Centers in the Western region of PA• Supervise seven direct employees and over 300 technicians (professionals with disabilities)• Manage and maintain compliance of a $25M/year contract with PennDOT• Developed and implemented many efficiency tools using G Suite, SharePoint, and Office 365• Created dashboard reporting to utilize metric-based analysis and improvement of operations• Supervise management of an in-house call center focused on problem resolution and reporting

• Supervise six direct employees and several service representatives worldwide• Increased departmental sales from $3.3M to $4.2M in three years• Negotiated numerous six-figure service contracts for customer instrumentation maintaining desirable margins• Implemented upgraded ERP system with integrated module for customer issue tracking• Reduced time spent writing quotes over 50% by developing a new quote tool• Established automated tracking of key metrics and data to track improvements and areas to improve• Constant focus on customer satisfaction

• Developed troubleshooting skills maintaining and servicing quadrupole mass spectrometers in field• Institute methods for gas analysis specific to unique customer specifications and requirements• Assist in development of revisions to current technology to further enhance performance• Provide remote support for mass spectrometer operators via e-mail and telephone• Gained flexibility and adaptability by traveling and troubleshooting various issues with instruments• Proposed and instituted continuous improvement processes for instrument design and business practices

• Strengthened personal responsibility skills by solely heading shipping department• Honed customer service skills via telephone, e-mail, and internet communication, with experience in international service• Developed and prepared products, including prototyping and intricate electrical assembly work• Collaborated with superiors for further development of existing products and future products• Assisted in pricing strategy for entire product line and different pricing models for customers

• Developed teamwork skills by working with team of 12; gained broad knowledge by rotating shifts to experience all areas of lab from receiving samples to reporting final data• Analyzed asphalt samples from entire state of Pennsylvania; conducted quality control checks• Developed quality control standards knowledge by conducting multiple tests on each sample to confirm results• In dispute situations, performed tests while closely supervised by PennDOT officials and subcontractor representatives

• Developed knowledge working with glass beads, paints, admixtures, fly ash, cement, water samples; performed specific gravity tests, glass bead roundness and size analysis, pH tests, and others• Gained experience utilizing and regularly maintaining lab equipment• Achieved many ASTM and AASHTO training certifications• Certifications form available upon request• Assisted in developing testing procedures for new testing equipment, and fully documented testing procedures