Joseph Crow Email & Phone Number

Grand Rapids Metropolitan Area

Software implementation, business process consulting, training, product development road map including new solution designs, scoping, development and implementation.

• Responsible for Customer Success departments in Europe, Asia and America’s. Functional areas include order management, customer service, technical support, customer application support, color management training.
• Pre-Sales and Post-Sales customer technical and application support
• Global streamlining of order management and call center capability in Regensdorf, Switzerland, Kentwood, Tokyo, Hong Kong, and Shanghai.Accomplishments:
• Developed and Implemented performance metrics include calls, live voice, availability and call reason codes
• Live voice metrics improved from 70% to 90% with reduced staff
• Developed tracking and plan for continuous employee technical competency development

• Consult dealers/distributors on performance and development opportunities. Includes travel to 16 independently owned Dealer locations. Custom consultation includes Leadership, Sales, Operations and Finance based on.
• Completion of Dealer Certification Assessment in the areas of Leadership, Sales, Operations, and Finance.
• Completion and management of Dealer Certification continuous improvement action plan.
• Identify and develop tools and techniques to assist dealers with performance improvement opportunities.
• Leverage all Herman Miller’s resources to aid dealers in development.
• Develop and manage network of resources internal and external to HMI.Accomplishments:

• Responsibilities:Lead and completed the corporate implementation of Sarbanes-Oxley, Section 404 in accordance with Security and Exchange Commission compliance guidelines for Herman Miller.Accomplishments:
• Recognized by Board of Directors and independent auditors (E&Y) for “best in class” implementation.
• Obtained and maintained senior executive sponsorship setting program scope and prioritization.
• Developed and maintained multiple project plans including project scope, cross functional team assignments consisting of over 130 people, flexibility options, training and level loading and balancing of project plan.
• Demonstrated effective leadership through actions, motivation of team members, multilevel communications, and progress rewards and recognition.
• Developed and implemented ongoing requirements including database enhancements, electronic workflow, and training.

• Responsibilities:Developed the strategy and designed deployment of service within a call center of approximately 80 people from 3 locations obtaining “best in industry” service levels. Aligned lean manufacturing.
• OFDA Circle of Excellence Award – Service and Support.
• Developed cross training for three Customer Care locations providing consistent service to the customer.
• Managed through staff reductions and change management issues due to entire industry 30% economic down turn.
• Responsible for management of a $4 million dollar budget.
• Streamlined symposium call-flow and initiated and implemented NICE phone monitoring software.

• Multi-site manager of the credit and accounts receivable teams. Included International, Direct, Government (Federal, State, City), and Dealer. Additional responsibilities included Credits and Debits, Cash Applications.
• Consolidated three Credit and A/R Teams into one location.
• Initiated and implemented Credit Scoring and electronic auto cash application.
• Developed and implemented team member cross training to navigate multiple computer systems.
• Improved effectiveness of government collections by over 30 days contributing to increased cash flow.
• Improved team efficiencies through electronic workflow solutions and web interfacing.

• Prepared and presented loan proposals to loan committees, while providing assistance and support to loan officers. Interacted with customers relative to credit issues and loan relationship. Rotations included small.
• Comerica ROAR award (Recognizing Outstanding Achievements and Results).
• Nomination for promotion to Commercial Loan Officer.

Supervised repair depot team of 25. Trained to identify, troubleshoot, and isolate avionic equipment malfunctions utilizing computerized test equipment in environmentally controlled repair depot. Accomplishment included the Air Force Achievement Medal for Meritorious Service.

Acquire - Small Business Valuation And Acquisition Strategy

Executive Mba, Business

Bba, Finance