Michael Pickens Email & Phone Number

Denver, Colorado, United States

Evergreen, Colorado, United States

Greater Denver Area

• Identify continuous improvement opportunities and launch of value-added services that identify new and creative ways to solve customer problems utilizing current or developing new workstreams to execute customer.
• Manage cross functional team and project timeline for launch of customer facing pricing/ordering configurator models and submittal tools.
• Create training material to drive adoption of automation for outside sales agencies.
• Improved turnaround time on request to 99% on time to service level agreement (same day service level agreement).
• Designed, implemented and maintain sales forecasting tools for product line managers across 7 distinct brands – improved forecasting to within 3% of actual sales on average for 2018.
• Implement metrics designed to identify customer engagement within provided applications (QR codes, box.com, configurators, etc.).

Denver, CO

• Ametrix, iO, luxrail, Lumiere, Shaper, RSA Product Lines
• Create and cultivate a Customer Focused atmosphere across all levels in the Specialty Products Group Value Stream: Sales, Service, Engineering, Material Planning, Purchasing, and Operations.
• Develop team that generated double digit organic growth of fiscal year 2016.
• Coordinate weekly calls with Sales Agencies to gain insight on Specialty Products Group’s success in delivering successful projects. Examine that feedback and deliver to needed work groups, make changes in standard.
• Develop a lean office culture that focuses on key metrics that directly translate in to successful, long term customer relationships. These metrics include Safety, Quality, Delivery, Cost, and Inventory.
• Serve as a point of escalation for customers and sales agents when existing resources have failed to produce a positive customer experience. Additionally, work with direct reports to help removal obstacles and aide.

Aurora, CO

• Provide direction to the Post Sales and Shared Services teams including setting goals and objectives, communicating expectations of team members, and providing guidance and support in meeting these expectations.
• Hire, select and onboard new team members to enable them to perform successfully in their roles.
• Measure the performance of teams and members within teams by monitoring the quality of customer interactions, providing feedback to team members on results, and coaching/training as needed to improve performance.
• Establish and track team and individual metrics; maintain Team Metrics Dashboard
• Balance workload across the team by monitoring capacity of teams and redistributing work as needed.
• Lead and recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the Customer Service department as a whole

Aurora, CO

• Build and establish professional working relationships with the customers in order to provide superior customer service.
• Coordinate with cross-functional work groups to solve customer and technical problems associated with projects.
• Gather and understand all information required on custom requests, foresee technical issues and problems.
• Oversee project movement through various workgroups in order to assure on time delivery.
• Perform fixture take off's as needed.
• Generate accurate quotes for external customers.

Golden, CO

• Utilize cycling knowledge, passion and expertise to deliver top sales company wide for 2011-12.
• Create and apply creative sales tactics with intention of increasing sales volume and profit margin
• Effectively communicate organizational vision and sales strategies to staff.
• Manage all aspects of the customer service experience including scheduling, completion of work, and adherence to company standards in order to exceed customer satisfaction.
• Interview, hire, and train new employees and instruct in proper organizational procedures.
• Create and track efficiency metrics for sales and service departments.

Englewood, CO

• Participated in lay-up of carbon fiber, fiberglass, and to form parts for ambulatory interiors.
• Cataloged tool inventory in warehouses and retrieved necessary tools based on work flow needs.
• Form and machine fiberglass and plastic parts according to technical drawings.
• Abide by FAA guideline for weekly chemical inventory as well as monthly audits.

• Worked in a self-managed, detail-oriented, single piece flow, lean production environment with little supervision from management.
• Designed and implemented a work flow based on lean manufacturing principles to increase efficiency in the shipping department.
• Documented company safety and production standards for the shipping department into a manual in order to allow any team member to ship packages.

Bachelor Of Science (B.S.), Organizational Leadership, 4.0 Gpa Summa Cum Laude

The Organizational Leadership program builds an understanding of organizational design and structure, workplace psychology applications.

Education record

Mechanical Engineering, 3.86

History