Sandy David Email & Phone Number

Maple Plain, Mn, Us

As the former VP Customer Service, Technical Applications & Customer Quality Engineer; I was also a key leader on the Americas Leadership team (ALT) representing 80% of company’s overall revenue. Instrumental in the development and implementation of the Americas Region annual revenue/earnings. I'm currently in transition looking for my next opportunity.

Maple Plain, Mn, Us

Key Leadership & Growth Strategies• Successfully lead all customer experience teams which operated in multiple locations. Included Customer Service, Engineering consultative support pre/post sales, and customer project management. • Improved customer experience by launching continuous process improvement initiatives, including the deployment of consultative design service (CDS). This provided guidance and recommendations for ‘Design for Manufacturing’ which resulted in 4.6M in incremental revenue within the first year and has averaged a 58% close rate Y/Y. Restructured Pre-Sales engineering teams to align with customer needs and deployed a new training structure that included sales function training for customer facing engineers evolving into a Consultative Design Team increasing close rates from 38% to 63% by proactively calling customers on design reviews for projects and providing client education webinars. • Developed strategic initiatives for improving customer experiences that developed & ensured customer relationships driven from VOC, insights, analytics, and the customer experience. Restructured the customer facing teams and deployed a strategic sales operations team with dedicated support for enterprise customers and Strategic Sales Account Managers.•Responsible for the implementation of continuous improvements for CS teams and management including a restructure of teams to dedicated alignment to allow for sales team to directly focused on key accounts using the Kaizen methodology.•Focused on long-term growth by redefining business process flows focused on enhancing current procedures with the envision of scalability to the long-term strategic growth plan.

Maple Plain, Mn, Us

St. Paul, Minnesota, Us

•Developed and executed an Inside Sales Team for capital equipment warrant agreements. Increased revenue by $2.3million in incremental sales within the first year. Achieved a 20% increase in year-over-year sales within the second year.•Expanded inside sales program to vascular product division. Focused on reducing churn and increasing market share.•Managed a U.S. company initiative to consolidation three separate product division customer service teams into one centralized, cross-trained department without compromising customer level quality and service.•Managed all departmental audits including SOX compliance, HIPAA assessments and manufacturing internal and external audits.•Leveraged the consolidated U.S. customer service organization to improve the quality of service by extending hours of service and implementing a remote agent call program with field service representatives. Responsible for managing an average of 30,000 calls per month for 24/7 customers and technical support programs. On track to reduce spending by 15%.•Responsible for developing and implementing the US Customer Service quality plan. Ensured timely and accurate reporting of all training requirements and audit findings focused on process gaps. Partnered with other STJ departments to drive quality standards and metrics.

Humlebæk, Denmark, Dk

•Provided recommendations and guidance to National Account Managers on Group Purchasing Organizational (GPO) agreements. Reviewed and modified customer contracts in conjunction with our legal team to manage company risk and ensure contracts were compliant with business objectives.•Collaborated cross-functionally with marketing, sales, finance, legal, manufacturing, and regulatory departments to respond to contractual agreements, provide recommendations and request for proposals.•Executed a new 5-year contract for the Government under the Federal Supply Schedule (FSS). This contract and manage company Federal Supply Schedules (FSS) contracts that generated an estimate of $5 million in sales each year. •Collaborated with key Government distributors to maintain compliance with requirements mandated by the Free Trade Agreement Act and developed customer relations. This resulted in an improved customer relationship with those customers.

•Managed sales operations, customer service and physician training (Mobile Engineer Field Specialists). Initiated new pricing standards for mobile distribution channel resulting in an increase in revenue of $137,500 in one quarter.• Scope included managing customer relations as it pertained to new hire sales training, field clinical support and physician training, sales reporting, analysis, forecasting, commissions, and mobile provider reporting and analysis, pricing policies and matrices.• Compiled and analyzed trend data for profitability assessment, ASP, forecast and historical sales data and provided recommendations to be used for future sales planning and price increase evaluations.• Developed and deployed initiatives focused on continuous quality improvements in our mobile operations which included initiatives on cost efficiencies, quality of service and improved customer relations.

Independent Consultant• Developed written business procedures and departmental procedures focused on customer service, order fulfillment and distribution.• Assisted project teams with new ERP and CRM selection process.• Facilitated patient education presentations for USTOO Prostate Support Group Meetings in the Midwest.• Conducted a feasibility market research study in the U.S. market for a third-party Logistics Company in Europe.• Developed Marketing Plan and recommendations for promotional campaign (outside medical industry). • Worked with clients to locate highly skilled financial professionals for financial and business analysts working with Robert Half International.

Managed sales operations team that consisted of U.S. and European customer service teams, contracts, pricing, inventory management and a third-party logistics centralized in Belgium. •Designed successful integration strategies for CS department as it pertained to multiple company and product acquisitions (M&A); absorption of two distinct product lines, selling techniques, and distribution requirements. Resulted in a streamlined transition where customers were not impacted. Maintained market share without affecting average selling price at time of introduction. Integrated process standards and efficiencies in centralized EU service department in Amsterdam.•Developed and implemented training programs for new sales representatives in order fulfillment, field inventory management, contracts & pricing, and warranty & regulatory compliance requirements. •Established the foundation for an internal control system by supporting processes around revenue recognition, inventory control, credit/collections, contracts, and pricing. •Participated in multi-product launch teams. One of which resulted in exceeding quarterly sales by $1.2 million, 3% gain in competitive market share and 85% cannibalization of old product in 5 months. •Analyzed pricing strategies partnering with sales and marketing for buying groups (GPOs) and government contracts which minimized the impact on the average selling price and maintained a competitive edge.•Reduced inventory turnaround time from an 11-day average to a 5 day within 6 months. This program consisted of 73% of our U.S. business. This improved inventory control and utilization in the field and resulted in a 20% reduction in inventory.•Key contributor on a European Distribution infrastructure initiative which consisted of five countries; evaluated a third-party logistic distribution center; standardized procedures and inventory management guidelines. Resulted in centralizing European distribution and inventory reduction of 3%.

Bachelor Of Science - Bs, Business Administration And Management, General

Business Administration And Management, General