Paul Walsh Email and Phone Number

Further developed the department infrastructure. Fully staffed and trained a team to handle customer service duties and responsibilities, including Order Fulfillment, Contracts, Post Contract Activities and Revenue Reporting tools. Selected Accomplishments:• Key contributor to the successful integration of a Third Party Logistics supply chain warehouse (FedEx).• Created a Contracts Support and Logistics role within the department. • Devised and implemented a First Contact Resolution metric as part of a World Class Customer Service initiative.• Analyzed freight costs and proposed substantial cost saving opportunities for both the customer and Roka. • Spearheaded a project team to devise a product naming convention to address ERP character limits, while ensuring consistency and uniformity within the product catalog, package labels, COA’s and shipping documents.

Built the platform of the customer service department from the ground up for a newly formed Start-up company. Selected Accomplishments:• Collaborated with consultants to incorporate the order fulfillment requirements into our ERP system. • Researched business phone system providers, designed and proposed a phone tree, and worked with our IT Department to set up our company’s phone system. • Devised the Standard Operating Procedures and complete set of Work Instructions for the Customer Service Department. • Led a Prospect to Cash project team to establish step-by-step processes and accountabilities for various functional areas including Sales, Customer Service, Distribution, Service, Training and Finance.

Successfully built top-performing, highly motivated teams by effectively assessing performance, resolving inefficiencies, finding proactive solutions, and providing ongoing counseling and mentoring for a staff of 28. Managed the order fulfillment operation for the entire North American customer base. Collaborated with cross-functional teams in lean workouts to improve processes, measure results, and increase performance.Oversaw all aspects of daily operations, with an emphasis on increasing revenue targets while improving profitability and ensuring critical compliance with contractual terms and conditions. Supported the transactional Net Promoter Score (NPS) initiative by serving as a focal point to address escalated customer issues and provide timely resolution. Selected Accomplishments:Successfully facilitated the complete transfer of knowledge, duties and customer accounts from west coast operations upon that site closure.Designed a workflow process to consistently capture all corrective action requests in a central database while automatically routing each form to the next review level. Led Customer Care Project to drive customer loyalty by proactively following up with recently surveyed customers to seek concerns, address their issues and provide feedback to the business.