Paul Duval Email & Phone Number

I thrive in chaotic and reactive environments where a combination of smart, nimble processes and superstar team members keep the wheels turning and deliver customer satisfaction. PROCESS IMPROVEMENT: Reduced data entry error rate to less than 1% through simplified procedures and quality review. Efforts as a production project manager led to a 40% lead time reduction in less than six months. Established detailed process documents that were previously nonexistent, enabling streamlined task completion and improved adherence to procedures.CUSTOMER CARE MANAGEMENT: Improved overall service level by average margin of 10-24%. Increased weekly call evaluation scores to average level of 90%. Restructured low-performing team by assessing staff capabilities, replacing poor performers, implementing streamlined processes and introducing new training programs. Guided a team toward top honors for quarterly NPS/CSAT surveys.TRAINING SPECIALIST: Designed and facilitated multiple customer service, product knowledge and technical support training resources. Restructured training programs to be more thorough and comprehensive, while still adhering to a two-week time frame of training completion.RELATIONSHIP MANAGEMENT: Constant interface with key client contacts at product marketing trade shows. Serve as primary account support contact for executive sponsors with Fortune 500 companies.PROJECT MANAGEMENT: Completed critical product quality project two weeks ahead of schedule, which included hiring, training, supervision and daily reporting to executive management. Completed a research project and strategic plan to increase revenue and identify wasteful processes via data analysis, value stream review and employee feedback.

Listed skills include Process Improvement, Leadership, Management, Training, and 46 others.

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  Colorado State University

  Bachelor Of Science