ESSENTIAL FUNCTIONS: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.• Set a clear mission and vision and gain buy in and enthusiasm from staff and peer organizations• Improve customer service experience, create engaged customers, and facilitate organic growth• Take ownership of customer requests and escalations, and tenaciously follow problems through to resolution• Be a change agent that will drive continuous optimization, standardization, and high performance• Establish, track, analyze, report and optimize customer service performance based on quantitative measures focused on quoting, order entry, customer response time, inefficient use of time, and proactive customer engagement.• Relentlessly pursue high impact - low-cost opportunities to improve customer service processes, procedures and workload - and champion initiatives to improve effectiveness and employee job satisfaction• Recruit, mentor and develop customer service personnel and nurture an environment where they can excel through encouragement and empowerment• Engage and communicate needs clearly and effectively across the business (Product Management, Sales, Operations, Engineering, Human Resources, Compliance, Finance) and to executive management• Understand priorities and manage staff workload to provide the highest level of support and responsiveness to customers• Manage account data integrity across CRM and multiple ERP systems• Adhere to and manage an approved budget• Supervisory Responsibilities: Directly supervises Full-time Equivalent (FTE) regular employees and/or contractors. Carries out supervisory responsibilities in accordance, with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

•lead and manage a team of 6 Inside Sales Reps•plan, assign and monitor work tasks for optimum team efficiency•perform annual staff performance evaluations•identify and address development needs•develop staff training programs and reference manuals•formulate and implement customer service policies and procedures•determine customer service requirements through surveys, focus groups and benchmarking best practices•analyze data to identify strategies for improvement of service and productivity•implement improvements including new CRM system•ensure the consistent achievement of customer service levels and standards•resolve escalated customer service issues•develop departmental budget and control costs

•lead and manage a team of 4 customer service agents•plan, assign and monitor work tasks for optimum team efficiency•perform annual staff performance evaluations•identify and address development needs•develop staff training programs and reference manuals•formulate and implement customer service policies and procedures•determine customer service requirements through surveys, focus groups and benchmarking best practices•analyze data to identify strategies for improvement of service and productivity•implement improvements including new CRM system•ensure the consistent achievement of customer service levels and standards•resolve escalated customer service issues•develop departmental budget and control costs

•lead and manage a team of 8 customer service agents•plan, assign and monitor work tasks for optimum team efficiency•perform annual staff performance evaluations •identify and address development needs•develop staff training programs and reference manuals•formulate and implement customer service policies and procedures•determine customer service requirements through surveys, focus groups and benchmarking best practices•analyze data to identify strategies for improvement of service and productivity•implement improvements including new CRM system•ensure the consistent achievement of customer service levels and standards•resolve escalated customer service issues •develop departmental budget and control costs

• Provide oversight to the customer service team for a U.S. as well as providing • inside sales support to the field.• Perform daily Administrative Maintenance including Order Entry, Quoting and Daily Reports• Working on implementing process improvements to provide better supply chain management.• Interact with all facets of the business, Sales, Production, Scheduling, R&D,and Accounting, Shipping and Receiving.• Escalation path for customer issues and worked through to resolution.• Mentored Customer Service Reps to improve their processes to create efficiency on their desks.

Maintains customer satisfaction by providing problem-solving resources; managing staff.Provide customer service oversight and management for entire North American territory. Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews;Mentor staff to grow to next level in their development.Achieving budgeted forecast and exceeding.Managing reps and distributors through CRM Sales Force tool.Coordinating training, chairing regular team meetings to disseminate pertinent information to the team on a weekly basis.

•lead and manage a team of 8 customer service agents•plan, assign and monitor work tasks for optimum team efficiency•perform annual staff performance evaluations •identify and address development needs•develop staff training programs and reference manuals•formulate and implement customer service policies and procedures•determine customer service requirements through surveys, focus groups and benchmarking best practices•analyze data to identify strategies for improvement of service and productivity•implement improvements including new CRM system•ensure the consistent achievement of customer service levels and standards•resolve escalated customer service issues •develop departmental budget and control costs

• Install, maintain, and manage all programs for the Eastern region.• Architected and Implemented strategic automation initiatives for MRP/ERP and VMI solutions for customers to relationship and to achieve meaningful cost reductions. Seamlessly streamlined procedures and implemented solutions that boosted Key performance metrics driving them to best in class.• Developed, implemented, and maintained policies, procedures to manage inventory levels & accuracy worldwide according to business plan, defining cycle count & MRP ordering policies and setting inventory targets for each location.• Monthly Reporting on overall Regional numbers and trends.• Managed Field sales reps and trained on various programs and how to sell and run. This was done via live training and through WebEx online seminars.

 Maintain customers MRP and procuring materials to meet production requirements Cultivate and maintain productive relationships with vendor representatives Provide daily interaction with international customers Perform daily Administrative Maintenance including Order Entry, Quoting and Daily Reports Working on a daily basis with various levels of management from CEO to Supervisors

Was a Radioman third class Petty Officer on board the Aircraft carrier USS America CV-66. Did two Med/IO cruises was a member of Operation Desert Shield. The USS America was the flag ship of the Libyan Operation and crossed Kadafis so called line of death. Received an Honorable Discharge in Nov of 1987.