Zac Panepucci Email & Phone Number

48642

Denver, CO

• Six Sigma Greenbelt Project that reduced Customer Service cycle time for processing a Quality Return from 6 to 3 days.
• Worked with Sales, Marketing, Manufacturing, Finance, and Executive Leadership to define project requirements, gather baseline data, and identify inefficiencies with the existing Quality Returns process.
• Coordinated hydraulic hose, industrial hose, and power transmission product returns for failure analysis and warranty consideration for 5,000+ parts sourced from 10 different manufacturing facilities within North.
• Managed the processing of product Quality Returns across 1,000+ customer accounts through strong verbal communication skills, attention to detail ensuring a 3 day cycle time was met, and by proactively resolving.
• Developed and implemented an internal tracking process for new and existing quality returns to provide visibility and accountability to the process, which contributed to reducing processing time by 50%.

Midland, Michigan

• Provided product technical support via phone and email for 6,000+ product families to customers and potential customers of the Dow Chemical Company
• Utilized SAP CRM, work processes, and internal databases to accurately document and resolve customer inquiries.
• Contributed to the success of overall team goals by analyzing obsolete work processes and making recommendations for improvement to assure that a service level objective of 2 days or less was met. Projects:
• SAP CRM Implementation – Part of a multidisciplinary team tasked with analyzing 13,000+ email requests to evaluate and categorize them for completion. Oracle Eloqua was used to identify requests most important to.
• Research Sample Follow Up – Provided input on an existing process for free of charge chemical research samples that incurs a cost of $1M+ per year. Assisted in development of questions that gathered information on.