As Director I am responsible for the delivery of a Great Customer Experience by managing the day-to-day operations of customer service, inventory control, ordering, delivery and implementation of products and software solutions.Other duties include:• Oversee daily operations in customer service, inventory, and product implementation, ensuring Customer excellence and achieved the highest revenue year in 2023.• Developed processes to bring Professional services work and revenue in house. Increased PS revenue by 100%.• Recruit, train, and develop employees, fostering a productive and compliant work environment. Achieved a 100% training compliance. • Maintain facilities and fleet, ensuring operational efficiency and safety. Upgraded 15 vehicles in the last 12 months. • Led cross-functional teams of 30+ employees to optimize customer service operations, streamline inventory control, and enhance product delivery, driving operational excellence across multiple verticals.• Fostered strong partnerships with sales teams and C-level executives, conducting strategic account reviews and delivering impactful presentations to ensure client satisfaction.• Spearheaded the development and implementation of new policies and procedures, improving operational efficiency and employee performance across the organization.• Managed national account setups and Net Promoter Score initiatives, consistently improving customer feedback and loyalty metrics through data-driven strategies. Resulting in a 10% increase in NPS results. Achieved a 95 Net promoter score in 2023.• Orchestrated comprehensive training programs and talent acquisition strategies, cultivating a high-performing team aligned with organizational goals and industry best practices.• Spearheaded operational excellence initiatives, optimizing customer service, inventory control, and product delivery across multiple verticals.

Operations and Field Service managerProvide direct management of 23 field service technicians, 3 shop / warehouse technicians, a dispatch coordinator, Billing coordinator and 3 parts employees in central Ohio, Focused of providing excellent customer service in the material handling industry. Other duties include Operations manager overseeing for 48000 square foot facility. Responsible for maintaining the facility including building repairs, shipping and receiving and any maintenance needs. Focused in KPI attainment and meeting financial goals of the branch in service revenue and parts sales. • Improved revenue growth through interaction with field technicians and customers to ensure customer satisfaction. And through coaching by driving additional sales of parts and services provided through clear customer communications. • Sales growth by working directly with sales associates driving new contract sales, gaining new business though cold calling and tech lead participation.• Focused on accurate invoicing of customers to ensure strong revenue stream and ensure strong customer confidence in Raymond SCI.• Provide direction and project management of large implementations to ensure customer satisfaction, increased profit by avoiding scope creep and customer communication when the scope of work changes. Ensure change orders are drawn up when scope changes to provide clear direction to the project. And overall customer satisfaction when project is completed.• Development of employees and management through face to face meetings and educational planning, training and mentorship.

Direct & indirect management of 200 + service technicians and 13 service managers in the Ohio, Ky. and West Pa. service area. Focused on all KPI’s involved in the delivery of customer service. Drove the implementation of current and new company initiatives through project management practices. Collaborated with all functions of the company to retain customer base and expand business while ensuring profitability of products and services. Drove revenue growth through expanded offerings and inspection processed to ensure participation. • Improved customer satisfaction of major national accounts by communicating with C level management and Key contacts as an executive sponsor focused on SLA attainment and improvement on short falls and customer satisfaction. • The service area was #1 the last 4 years in KPI attainment through the monitoring of results and meeting cadence to focus on all areas of the business including additional revenue generation. This resulted in the STAR award 3 years in a row• Improved sales results by collaborating with the sales teams on customer facing meetings and delivering value propositions to C level management and key customer contacts.• Development of employees and management through face to face meetings and educational planning, training and mentorship.• Personally ensured managed service sites met business rules and regulations through site inspection processes’

Direct management of 30 to 50 employees in a branch. Focused to the delivery of excellent customer service and the development of employees. Ensuring the service team was prepared to service new equipment through planning and education of employees. Responsible for territory and inventory management and obtaining P & L results. • Obtained financial goals by turning around a struggling service department through field engagement, strong inspection processes and employee accountability.• Gained efficiencies by reorganizing parts distribution and service territories. • Improved staffing by recruiting talent and holding employees accountable through monthly 1 on 1 meetings focusing on behaviors to improve statistics.

Manage 15 Tech reps & 2200 pieces of equipment. Schedule training, assign accounts, design territories, write reviews, completed monthly 1 on 1's with each tech, field inspections on each tech, monitor profitability of each tech and train them to be more cost conscience. Interact with all other disciplines of the company to ensure customer satisfaction and retention.

Training new techs, monitoring problem accounts, Working directly with manufacturers Reps. Working on new models, high volume and color machines.

Same as above.

Field service of copiers, car stock inventory control & customer relations.