Patrick Sandefur Email & Phone Number

WHAT I DO: Bass Harbor Group provides services that will drive your revenue and profit growth by optimizing your customer-facing teams and systems, resulting in an enhanced customer experience and increased customer satisfaction, loyalty and trust.WHY I’M DIFFERENT:I have a 30+ year record of success in delivering breakthrough improvements in diverse customer facing organizations including Customer Service, Sales, Marketing, Product Management and Business Development, giving me a unique perspective of what customers want and expect when interacting with a brand. SERVICES I PROVIDE:• Creating Effective Customer Service Teams• Service, Aftermarket Parts & Training Monetization• Customer Service Process Optimization• Sales & Customer Service Alignment • Customer Experience Evaluation & Improvement Planning • Defining Metrics That Drive Revenue & Profit GainsCore Competencies• Consensus Building & Leadership• Service Operations & Sales• OEM Product Sales & Marketing• Market Penetration & Expansion• Distribution Channel Management• Manufacturers Reps & Direct Sales Development • Effective Sales & Marketing Teams• Strategic Partnerships & Alliances • High-Impact Executive Presentations • New Product Development Process• Continuous Improvement/Lean Processes • P&L Management • Strategic Planning & Implementation • Change Management• Organizational Restructuring

Tolland, Ct, Us

Provide leadership, vision and strategic direction to 90+ person Americas customer service organization inclusive of equipment maintenance, preventative maintenance, service contracts, parts, CAM technical support & training and the customer service call center. Creating strategic plans and products for service sectors that are aligned with business unit goals, objectives and strategies.Implementing best practices and defining service metrics and KPIs to measure, analyze, improve and control service effectiveness and profitability.Key contributor to overall average annual increase of service, installation, warranty and training revenue of 3 percent.Incentivized field service engineers to sell service contracts, system upgrades and generate equipment leads resulting in incremental FY19 revenue gains of $627,500 to equipment and service sales efforts.Established KPIs (Key Performance Indicators) for service operations to drive continuous improvement while improving service operational capabilities resulting in 82 percent field service utilization, 83.4 percent first time fix and 64.4 percent remote fix.Utilized Gerber’s ioT platform GerberConnect for remote diagnostic and production monitoring to maximize customer equipment uptime, increase first time fix rates and improve field service engineer utilization for an enhanced customer experience.Increased service employee retention of top talent and development of key talent by implementing Service Employee Lifecycle Management Program creating a career path within Gerber for service employees through training/certification programs and succession planning.

Tolland, Ct, Us

Provide leadership, vision and strategic direction to the sales, marketing and product management service team to achieve its annual business, revenue and profit objectives. Drive growth of existing hardware and software service agreement platforms and aftermarket products sales while creating new product platforms to enhance Gerber Technology’s value proposition to its customers. Increased overall service, installation, warranty and training revenue by 4 percent average year over year.Increased aftermarket products revenue by 8.5 percent average year over year. Introduced three new service contract platforms which included bundling packages of service contracts, consumable/spare parts and training to differentiate from competition and drive service revenue growth.

Us

Key contributor in the creation and execution of the vision, mission, strategic goals, objectives and tactical plans for the company. Created and implemented a sales and marketing strategy that positioned Torrington Research as the leader in innovative custom fan, blower and pump solutions. Developed and delivered new customer contracts with industry leading companies in the computer, business equipment, medical, consumer and semiconductor testing equipment markets. Launched new brand image for Torrington Research with marketing and public relations campaign positioning the company as the leader in fully integrated, high performance air movement systems that are quiet, efficient, reliable and cost effective. Created and launched new Torrington Research website, broadcasting new image for company. Brokered eventual sale of the company to The Bergquist Company in 2006.

Established the overall direction and mission of the Sales and Business Development group, driving revenues to meet or exceed plan, P&L responsibility, new products and technologies. Direct reports included 4 Regional Sales Managers, 3 Business Development Managers, 1 Customer Service Manager and 1 Senior Market Analyst. Delivered $94.7M in revenue in 2000 versus $81.6M in 1999 or 16 percent growth year over year. Instrumental in positioning Aavid as the number one global supplier of heat sinks to contract manufacturing leaders Solectron, SCI, Celestica, Flextronics, Jabil and Benchmark, resulting in $10M+ of new revenue

Drove revenue generation, P&L responsibility, new products and technologies for Power Products North America with support for Europe. Direct reports included 2 Industry Managers, 2 Business Development Managers, and 1 Senior Market Analyst. Enabled 12 percent revenue growth year over year in 1999, finishing at $46.2M versus $41.3M in 1998. Increased gross margins by 2 percent

Directed global marketing, product development/deployment and design engineering activities. Direct reports included 2 Industry Managers, 1 Market Analyst, 1 Pricing Manager and 1 Marketing Communications Manager.

Established direction and goals for six manufacturing representative companies; driving factory support for sales efforts; frequent trips into territory; product training; measuring rep performance.

Established direction and goals for 46 authorized distributors throughout North America. Accomplished average annual revenue increase of 30 percent.

Established direction and goals for 35 authorized distributors. Increased distribution revenues by 27 percent.

Managed all aspects of development, introduction and promotion of thermal management products.