Mike Ramoz Email & Phone Number

Dallas-Fort Worth Metroplex

United States

$1B Strategic Business Unit of HARMAN encompassing worldwide leaders and iconic audio, lighting, and advanced control and automation technology.Customer Service leader responsible for managing a multi-site team with overall responsibility to ensure an efficient, robust and successful customer experience to drive the overall success of the Harman Professional Business Unit and North American Sales Organization. Experience managing and supporting Customer Service Representatives, Organizational Processes & Policies, CRM Tool (MS Dynamics), & Daily, Weekly and Monthly Activity Reports, across service platform, within the organizational structure. Key contributor in a division-wide reorganization, which involved aligning resources from brand focused parts and service to a much more efficient single point of contact solution. Responsible for establishing the Parts & Service Team, Training and Development of CS Representatives, Providing Tools necessary for daily activities, managing customer escalations and reporting to upper management on the overall performance of the team.

AMX is an award-winning hardware and software company with products that span control and automation, switching, distributed audio and video, and technology that simplify the way people interact with technology. Key contributor to company that grew from $50M to $250M+ over a ten-year period until AMX was acquired by HARMAN International in 2014.Customer Service, Sales Support and RMA leader responsible for managing multiple teams’ responsibilities to ensure an efficient, effective and successful customer experience, as well as support of the North American Sales Channel. Teams consisted of Customer Service Representatives, RMA Representatives and Order Entry Specialists. Additionally, supported all Regional VP’s, Regional Sales Offices and Sales Professionals with all escalations and customer requirements, to support the achievement of company, team and individual revenue targets. Experience managing and supporting Customer Service and RMA Representatives, Order Entry Specialists, Organizational Processes & Policies, CRM Tool (MS Dynamics) & Oracle JD Edwards MRP Software, within the organizational structure. Key contributor within the organization adding value and support structure to growth from $50M to $250M+, which involved significant interaction and alignment with senior and executive management to achieve revenue and profitability targets.

Responsible for managing the North American Sales Operations organization supporting the VP of Sales, Regional Sales Offices, Regional Sales Professionals, to ensure effective and consistent communication, processes and policies to support the customer base. Created new policies, customer programs, sales spiffs and new customer onboarding program. Experience managing and supporting Sales Operations Team, Regional Sales Offices, Sales Operations Processes & Policies, Customer Escalations, CRM Tool (MS Dynamics) & Oracle JD Edwards MRP Software, within the organizational structure. Key contributor within the organization adding value and support structure to company growth, as to achieve company goals.