I play a critical leadership role involving strategic planning and execution, change management, and day-to-day operational oversight of account management and customer service functions across 2 plants (with responsibility for a 12-member team).KEY ACHIEVEMENTS★ Define and establish strategic direction, goals and performance metrics, and operational roadmaps for streamlining client service and support across the end-to-end customer journey. ★ Leverage insights from customer analytics and direct feedback to evaluate overall customer satisfaction, identify areas for improvement in customer service protocols, and execute appropriate corrective measures. ★ Lead recruitment, hiring, and training of customer service staff, with a focus on providing one-on-one mentoring and performance evaluations to help team members achieve and maintain high customer service benchmarks.★ Collaborate with Six Sigma Black Belt teams in executing multiple process improvement/automation projects to optimize data entry and processing, thereby generating substantial cost savings. ★ Drive continuous improvement in customer service processes and protocols in partnership with key internal cross-functional teams across shipping, manufacturing, and QA.

I provide strategic direction and operational leadership across all aspects of account management, customer service, and manufacturing operations, including leading the end-to-end execution of high-profile projects and change initiatives. KEY ACHIEVEMENTS★ Strategized and executed targeted client engagement initiatives to drive continuous growth within established client accounts while proactively prospecting new business opportunities across local and regional territories.★ Cultivated close, consultative relationships with customers to acquire an in-depth understanding of their unique business requirements and recommend appropriate products and services that meet customer needs.★ Prepared and delivered high-impact, on-site sales presentations to clients in addition to providing product education through seminars and other special events. ★ Spearheaded enterprise-wide implementation of Lean manufacturing (including training, paperwork, and presentations) while leading high-level cost reduction initiatives through leadership of the Cost Savings Committee. ★ Supported the development and rollout of new quality standards and procedures to improve the entire quality process across the organization. ★ Served as Production Lead for 80 employees, with responsibility for training and mentoring new employees on customer service as well as machine setup and maintenance.★ Oversaw multiple production-related administrative tasks, including ordering supplies for daily production and scheduling and approving daily orders.