Sean Collett Email & Phone Number

Chicago, Il, Us

Troy, Ohio, Us

Illinois Tool Works Inc. or ITW is an American Fortune 200 company that produces engineered fasteners and components, equipment and consumable systems, and specialty products.

Troy, Ohio, Us

The Hague, South Holland, Nl

Infinite Acres is a sustainable food system startup with proven engineering, scalable operations, and food industry expertise.Currently leading the global customer support and after-sales strategies for all Infinite Acres vertical farms. Leverage global facility data to uncover usage & performance trends then build strategies that allow our customers to scale and increase productivity while at the same time creating recurring revenue opportunities that allow Infinite to operate as a profit center.*Successfully launched a 24/7 global customer support department 46 days ahead of schedule.*In first 170 days conceived and implemented company’s first recurring revenue stream by launching a spare parts recharge process that generated $30K in top-line revenue in first month live.*Reduced repair resolution time 50% by creating a central knowledge base consisting of six different OEM’s and over 20 pieces of equipment allowing the ability to quickly identify root cause.*Member on the steering committee with the CEO to implement Microsoft Dynamics as a global ERP/CRM system.

Landsberg Am Lech, Bavaria, De

Responsible for the P&L of multiple operational segments of the service business which include field service, equipment rework/warehousing, service management, and contact centers.Direct a 12 person cross-functional team within those segments to turn service from a cost center to a profit center.

Landsberg Am Lech, Bavaria, De

Transformed service operations by implementing best-in-class processes to ensure service vendors were held to the highest standards. Sourced and rolled out new technologies that enhanced how we could better support our vendors and customers. These changes cut costs and also increased revenues as we were able to bring in and support more customers and meet their SLA requirements.*Restructured internal service operations by increasing direct/indirect report headcount from 1 FTE to 12 over four years to better align with customer and vendor service-level agreements (SLA). Results from an internal Kantar TNS survey showed team satisfaction was 16% higher than global company scores and 10% higher than subsidiary scores. *Created the vision and strategy to startup a global first field service team which created a new revenue stream and compared to 3rd party vendors improved NPS by 92% and reduced average service call costs by 59% *Standardized vendor invoice processes; decreased processing time from 55 to 23 days (58%) and improved first time submission rate by 7% from 2018-2019*Through DMAIC problem solving, decreased contact center abandonment by 66% and reduced cost per call from $8.57 to $5.65*Turned around under-performing equipment rework center and reduced inventory backlog from 79 units to 0 in six months using lean methodologies like value steam mapping and root cause analysis*Lead national roll-outs and developed best in class operations practices of new equipment for key accounts; in 2018 oversaw the rollout of 1,700 units

Landsberg Am Lech, Bavaria, De

*Reorganized technical managers monthly utilization to create 50% additional time to provide training for 168 service vendors which drove first time fix KPI from 53% to 80% and NPS scores from 19 to 34*Using VBA, created a Dispatching Tool that was used by our internal and external contact centers, as well as at all 168 third-party service partner locations*Saved $210,000 in annual operating costs by utilizing BPO services for tier 1 tech support*Negotiated the lease for the companies Las Vegas Technical Training Center. This created the opportunity to annually train/retrain 48 additional third party service vendors to work on equipment in the field*Sourced and customized for company use a cloud based software, titled Quickbase, to track all key account service installations and service dispatches

Lake Zurich, Illinois, Us

* Manage 4000+ Print for Pay accounts that span a total of 18 states throughout the country*Worked directly with Print for Pay customers to understand their business needs. Making sure they had the right projects to grow their business* Building new business and maintain existing customer base* Provide prompt phone/email follow up to all inbound leads* Make sure orders are entered and released* Solve all customer complaints and issues*Managed territory P&L* Create sample packages of supplies we carry to send to customers* Create sales over the phone and in-person presentations* Keep track of customer order history and information in Salesforce.com* Create quotes for equipment and supplies and work with freight company to include shipping when required.

Ann Arbor, Mi, Us

Supervised, trained and evaluated twelve team direct membersCreated best in class inventory operations to be followed by all team members Monitored and expedited the receiving/returning of shipments Maintained appropriate inventory levels Verified shipments were sorted and shelved in a timely manner Responsible for the master store key, alarm code and safe combinations Coached and mentored team on all company policies and procedures Provided leadership to staff which assured excellent customer serviceManaged department and as MOD store P&L to ensure we were hitting store targets