Lana Butler Email & Phone Number

Manager of tactical and strategic daily operations of technical support, inside sales, and order processing teams. Leading and participating on process improvement teams utilizing A3 and 8D problem solving methods.

• Established customer service performance standards and short/long term direction for process and systems improvements to move department toward world class customer service
• Managed daily activities of US and Int’l Client Service teams, including two management level employees.
• Launched new sales order processing system and lead team to provide continuing process improvement and follow-up communication to executive management.
• Participated on interdepartmental teams focused on process definition and improvement including custom abutment, complaint handling, pricing committee
• Additional training/focus on US regulatory requirements

• Hired and managed daily activities of nineteen employees responsible for Technical Support, Customer Service, and Data Entry functions during sales growth from 40m to 120m and all tasks associated with the.
• Established protocol to provide smooth transition of manufacturing support from domestic production only to worldwide manufacturing
• Developed methodology and participated on interdepartmental teams responsible for immediate resolution of quality issues and long term strategic planning for continuous quality improvement
• Set performance and quality standards for areas of responsibility and showed positive, measurable trends toward goal completion
• Create content for Sonic policies, procedures, forms and quality surveys

• Manage daily activities of Customer Service Specialties team including integration of 2 business acquisitions during this period.
• Provided tours to visiting customers and vendors including presentation of Ecolab and Customer Service historical data.
• Participated on several interdepartmental teams designed to improve and enhance current processes and systems.

• Provide operational and tactical leadership for internet based startup company during its first 24 months of business
• Hire and manage personnel in the Member Services dept, tripling its size during this period
• Interview potential vendor business partners and negotiate service contracts
• Provide business requirements documentation for various system acquisitions and improvements including work order/workflow process, call center design, web site content, call center design

• Smoothly transitioned 3M Hearing Health business to SONAR Hearing Health due to divestiture of business by 3M
• Provided leadership and stability that resulted in zero turnover of personnel
• Supervised customer service and order entry staff and facilitated special project teams as required
• Developed policies and procedures to support and enhance SONAR business plan
• Expanded cross training of team members to assure the most effective utilization of manpower
• Developed and reviewed departmental budgets throughout the year

• Held positions of increasing responsibility ending in Customer Service Supervisor for 3M Hearing Health.
• Developed guidelines that enabled 3M to consistently meet/exceed industry standards
• Initiated development of policies and procedures to clarify major business issues
• Received industry recognition for accomplishments of the customer service department

Ba, Psychology, Business Management

Mini Master, Project Management

Activities and Societies: Member, Project Management Institute Member, Project Management Institute, Minnesota Chapter