Michael Godfrey Email & Phone Number

Cleveland, Ohio, Us

Fulton, Maryland, Us

Leadership responsibility for all post sales activity milestones for over 45,000 home improvement projects annually including project administration, scheduling, material quoting and ordering. Created Shared Services functions for activities previously managed processes in 18 branch locations. Activities including hiring/training of 50 new associates, building remodel project management, establishment of new and efficient processes and institution of performance management. Report to CEO and manage 4 Managers, 5 Supervisors and 60 associates.• Established and implemented procedures for maintain high standards of post sales operations to ensure milestones and timelines are performed in adherence to customer expectations and company guidelines.• Development of performance metrics and implementation of performance driven culture. Direct and monitors performance of four administration functions and holds team accountable for accuracy and timeliness• Drives continuous improvement activities for Shared Services operations. Includes identification, recommendation, and implementation of changes to improve productivity and reduce project days, project costs and overhead• Lead operations training for the development of process of work completed in Shared Services and Branches. Work completed includes definition of roles/responsibilities for all roles, step by step work instructions, training agenda and facilitation by Operations Trainers

Charlotte, North Carolina, Us

Management responsibility for organizations supporting North American customers including inbound customer care, inside sales, technical support and order management teams Transformed customer relations departments from process to customer centric, enhanced customer experience through new tools, technologies, revamped policies/processes to support delightment of customer. Built business case to launch and expand inside sales team driving customer touches with increased sales growth. • Developed strategies and capabilities to redefine customer focused strategy for customer care and collaborated cross-functionally to ensure customers have a first contact resolution experience. Improved customer experience with tools (Salesforce Service, Avaya, Get Feedback & others) by developing best in class process improvement projects centering on VOC, customer and associate survey feedback. Expanded customer contact options with live chat, e-mail and SMS messaging. • Drove efficiencies with continuous improvement focus and championed positive change to improve service levels, increase customer satisfaction, reduce resolution times and increase revenue growth. Tools deployed included workforce management for team scheduling, IVR for call routing and talk to transfer. • Established inside sales pilot program supporting divisional objectives and outside sales activities generating 130% ROI in eight months with lower volume customers. Expanded inside sales team nationally driving incremental revenue by $3 million in first year 12 months in underserved customers by educating about new products and expansion procedures. • Created work culture where associates realize their full potential by developing strategies to attract, develop, upgrade, and retain talented individuals. Elevated performance management capabilities, developed associate promotional opportunities and developing culture which supports feedback for growth.

Cleveland, Oh, Us

Management responsibility for 7 organizations supporting field service in US and Canada including 2 call centers (India and Cleveland), SAP CRM system support, scheduling, project management, communication, and implementation planning. Provide thought leadership and strategic direction in technology, process improvements, change management, training and systems. Report to Executive Director Field Service Engineering, manage 7 managers, 47 support professionals.• Delivered multi million run-rate savings over 3 years.• Drove call center BPO effort to a 3rd-party Indian provider reducing costs 44%. • Increased customer satisfaction 24% through training, root cause analysis and improving retention in highly competitive marketplace. • Dramatically improved communication to field sales associates through consistent templates, step by step processes, unified terminology, enhanced CRM system and style guide for clear and consistent messaging. Achieved reduction in administrative time.• Direct through others multiple process improvement projects and cost savings initiatives increasing efficiency of internal support departments and 15,000 plus field sales associates. • Establish future state technology and processes leveraging best of breed solutions to deliver picture capture, survey capabilities, and mobile technology.• Championed talent management, performance management and change management efforts for field sales support organizations. Achieved 15% higher associate job satisfaction in 3 year period. Change management effort achieved faster and higher adopted rates.

Cleveland, Oh, Us

Led sales and operations for multi million Northern Region consisting of 29,000 social expression departments in multiple retail formats including mass, drug and grocery channels. Reported to Northern Regional Vice President, managed 12 District Managers, 130 Area Supervisors and 6,600 part-time associates regarding sales, operational execution / compliance, training, professional development, succession planning, inventory and expense control. • Exceeded annual forecast 3 consecutive years in a mature industry.• Developed and delivered future state components to improve sales, performance metrics, and service model.  - Designed a service dashboard for each of the 54,000 stores company wide and performance scorecard for the management team. Consistently achieved all measurable performance metrics each year while improving direct report’s metric performance to 100, the best possible score. - Reduced SG&A expenses 8% through the reallocation of resources simultaneously improving measurable service metrics. Managed implementation of scan-based trading (SBT) in multiple accounts. - Launched a customer relationship management (CRM) program to 12,000 merchandisers.  - Increased span of control 30% for Field Management through the delivery of a new training model.• Delivered talent management activities resulting in: - Increased team performance by designing training courses; team exceeded forecast 3 consecutive years. - Sourced 25 high potential associates through college internships, job fairs and training programs.  - Improved associate engagement, promoted 11 associates, and became executive coach and mentor to multiple high potential team members

Cleveland, Oh, Us

Directed automated store replenishment to 28,000 stores, fixture supply chain planning, materials management and order management for North America businesses. Key performance metrics included retail in-stock and on-time delivery, DC fill rate, inventory $/turns, and on time performance. Reported to the Vice President, Supply Chain Process, led 6 managers, 85 supply chain professionals.• Achieved multi million run-rate savings over 3 years by leading a Business Process Redesign by consolidating fixture distribution, improving manufacturing efficiency, and increasing efficiency of fixture installation at retail.• Increased retail in-stocks to 98%, decreased retail inventory by 5-15%, and saved multi million in store labor by implementing automated replenishment in >25,000 stores (e.g., Walmart, Target, Dollar General). • Designed first fixture S&OP process, institutionalizing cross-functional decision making improving fill rates from under 90% to 95%, increasing on-time performance, and improving inventory management.• Reduced finished goods inventory 50% and improved store order fill rates from <85% to 95% for the retail fixtures business.

Cleveland, Oh, Us

Led start-up of Scan Based Trading processes within AG (systems and processes) and key retailers including Walmart, Kmart, Naval Exchange and other customers. Managed replenishment of retail inventory using point of sale data provided by AG’s retailers to 6,000 stores. Reported to Executive Director, Supply Chain Management and managed 8 supply chain associates.• Reduced SG&A and inventory by directing cross-functional teams from Field Sales Operations, Information Services, Revision Management, Program Fulfillment, and Scan Based Trading to drive efficiencies and reduce cost of de-marketed items with a constant focus on shrink and scrap. Initiated continuous improvement projects and system enhancements.• Established business processes for physical inventories with retail partners and 3rd party vendors. Created corporate in-stock and inventory dashboards to facilitate tracking of corporate performance and department goal attainment. Created, monitored reporting of inventory, shrink, and scrap supporting new business model.

Cleveland, Oh, Us

Designed and delivered sales training meeting needs of sales & service organizations. Duties included providing merchandiser and management training programs, Area Supervisor training support, developing and implementing FSO process improvements. Reported to Executive Director, Sales Training.• Assisted in development of Emerging Leaders coursework to onboard new Area Supervisors, Territory Leads, and other field sales support staff. • Worked with RVPs, DMs, LDMs to hire and train 110 Area Supervisors and 30,000 part time Merchandisers.

Cleveland, Oh, Us

Managed 170 retail account territory, developed and maintained strong working relationships with store management, hired, trained and supervised associates who were responsible for merchandising American Greetings products within the assigned account space. Reported to District Sales Manager, managed 55 part-time merchandisers and generated sales revenue. • Maintained high customer satisfaction and exceeded sales performance targets for two years.• Implemented corporate sales programs capitalizing on opportunities in established and competitive accounts.

Master Of Education (M.Ed.), Adult Learning And Development

Bachelor Of Business Administration (B.B.A.)