Mark V. Email & Phone Number

Bethlehem, Pa, Us

Allentown, Pennsylvania, United States

Allentown, Pennsylvania, United States

- CI metric tracking and communication - Proven KPI improvement project leader- Daily labor planning support through trend mapping and strategic course-setting

Allentown, Pennsylvania Area

- Reporting to the Customer Operations Leader and responsible for leadership of the Customer Operations Team consisting of Customer Service Representatives and Shipping and Receiving Clerks.- Develop, Implement, and reinforce SOPs in customer support processes to ensure accurate and timely order execution is conducted seamlessly with transportation interfacing operations.- Support continuous improvement initiatives by employing Lean/Six Sigma strategies to eliminate waste and improve productivity in C.O./order fulfillment processes.- Provide leadership in customer issue resolution/reconciliation.- Develop and train team members to ensure comprehensive understanding is achieved and necessary skillsets are applied in various C.O. roles.- Support C.O. employee reviews to report on alignment with communicated goals and strategies.- Develop and implement tools to facilitate work-flow; monitoring to ensure the team remains on track in supporting the overall operation.- Daily KPI reporting through Balanced Scorecard generation and update.

-Managed a diverse book of business mainly consisting of CPG manufacturers in the food and home health market categories. -Compiled and reported on KPIs consisting of on-time delivery, quality, inventory accuracy, forecast accuracy, fulfillment/net terms compliance, and PECO asset cycle time in the customers network (rented asset.)-Regular leadership of regional teams in support of supply chain issue resolution and order/inventory reconciliation.-Frequent customer communication/relationship management at both corporate and site specific level. -Supported the Sales Directors and National Accounts Director in maximizing ROI and achieving long-term customer retention and organic growth.

-Managed local relationships for a book of business consisting chiefly of CPG manufacturers and supporting 3PL distribution networks-Provided oversight for annual audit completion-Coordinated with customers to provide audit reconciliation best practices to keep accounts in good standing-Supported thorough customer support through order entry, execution, delivery, and necessary follow-up-Fielded questions, concerns, complaints and addressed speedily with escalation as necessary

-Supported Field Customer Service Managers in all facets of account servicing throughout my defined territory.-Maintained and communicated account metrics to managers which included high-level inventory tracking and general/qualitative feedback on regular customer interaction.

- Became acclimated to customer service in the technology market sector.- Supported presentations to small businesses in offerings consisting of equipment overhaul, troubleshooting support, network set-up and support, and security equipment installation.- Gave presentations to local business owners; and built relationships through the local Chamber of Commerce and LeTip chapter.- Fielded phone calls to support home-user customers. - Scheduled field tech service visits and followed up with billing, ensuring customer's satisfaction.

Master Of Arts - Ma, Bible/Biblical Studies

Graduate with Distinction Honors

Bachelor Of Arts - Ba, History

Associate Of Arts - Aa, General Studies

Activities and Societies: CERT (Community Emergency Response Team) member- Completed a course of study chiefly comprised of Business.