VICE PRESIDENT Executive Profile Manufacturing Operations Executive proficient design development Lean operations, processes systems innovative LED products manufacturer operating 28 countries. Expert constructing new facilities, integrating acquired facilities, installing process improvements, building high-performance teams, automating operations improve yield. An experienced customer service executive proven record establishing managing first-rate highly profitable service organizations. Competencies Hard Skills Soft Skills Strategic/Operational Business Financial Planning Quick fervent learner Multi-Site Operations Productivity Enhancement Team building motivation International Sourcing Supply Chain Management Foresighted fastidious tactician Call center implementation Management High emotional IQ adept communication skills CRM implementations Calm decisive pressure Customer, Vendor/Supplier OEM Relationships Technically environmentally adaptable Budgeting (Operating/Capital) Pricing Strategies Expert negotiation Costing, Margin/Profit Improvement ROI Experienced public speaker Extensive technical acumen Rigorous work ethic acute problem-solver Senior staff training development Thought leadership Skill Highlights Strategic operational business financial planning Multi-site operations productivity enhancements International sourcing supply chain management Call Center implementation mangement CRM Implementations Customer, Vendor/supplier OEM Relationships Budgeting (Operating/capital) pricing strategies Costing,margin/profit Improvements ROI Extensive technical acumen Senior staff training development Quick fervent learner Team building motivation Foresighted Fastidious tactician High emotional IQ adept communication skills Calm decisive pressure Technically environmentally adaptable expert negotiations Experienced public speaker Rigorous work ethics acute problem solver Thought leadership Professional Experience Vice President Apr 2008 Current Company Name － City State Leads new management team charged turning around expanding foreign operations LED products manufacturing company operating several countries throughout Europe, Latin America, Asia, Middle East North America. Holds full accountability leading 5 manufacturing operations several distribution facilities $30 million R&D budget. Works foreign government officials; negotiates/manages capital projects $55million. Executed strategic manufacturing revitalization initiative reduced time required bring new existing products market streamlined work processes. Introduced new production-line technology launched Six Sigma initiative resulting $5 million savings. Augmented business model transitioning manufacturing cost-driven product development focus quality-driven operation. Senior Director Customer Service Apr 2004 Apr 2008 Company Name － City State Directed activity Customer Service Support department. Implemented Oracle CRM leading project manager. Held full P&L responsibility $30 million service business. Exceeded revenue profit targets quarterly basis. Managed Field Service, Call Center, Technical Support, Training departments. Championed full automation service department resulted improved customer satisfaction. Introduced new training philosophy oversaw implementation World Class Training Center. Oversaw revamp service contribution Product Launch, greatly improving new product performance. Oversaw implementation Customer Web Portal. Oracle 11i I store; resulted increased parts revenue customer satisfaction. Senior Director Customer Care Nov 2001 Apr 2004 Company Name － City State Accountable aspects Order Management monthly throughput $25 million. Responsible efficient delivery installation products North America. Facilitated creation seamless quote cash process full implementation Oracle 11i. Directly resulted shortened order cycle time. Administered system quality control measurements resulted internal/external customer satisfaction. Led projects setup third-party installers across country improved coverage expedient turnaround. Rendered process real-time tracking/monitoring installs. Oversaw entire service department upon appointment company president. Resulted decreasing average call center handling time 20 seconds less improvement customer satisfaction survey ratings 8.5 average 10 point scale. Director Customer Service Apr 1998 Nov 2001 Company Name － City State Responsible overall growth, profitability quality International service operations, including 6 subsidiaries network two hundred dealers. The service business $27 million ($17 million customer/$10 million internal). Developed standard reporting measurements quantify service business traveled internationally audit locations. Managed successful implementation CPO rebuild program. Realigned international service management team strong cohesive unit order drive future increases customer satisfaction financial growth. Increased customer paid business 24% year service profitability 30% year. Administered B2B Extranet site. Oversaw customer call center decreased call wait time 95% Established Service Level Agreements/Contracts improved customer support. Awards: Won 1999 outstanding performance International Sales Service well Financial Strategic planning, PREMIER CLUB INTERNATIONAL. Winner 1998 outstanding service manager Association Service Managers International. Winner 2001 Iron man Award outstanding contribution customer services. Winner 2002/03/04 Circle Champions Award. International Service Director Jan 1995 Apr 1998 Company Name － City State Directed activities 22 field engineers providing service support ARJO, Century vendor products sold 55 nationwide sales centers; reported directly Vice President service technical support. Pioneered various service enhancements directly led increased sales customer satisfaction. Developed implemented service repair parts marketing programs. Directed development Systems multi-product support realized significant cost savings. Contributed development improvement service systems manage service delivery coverage increase profitability. Education leadership University Virginia － City State USA Digital Electronics 1981 DeVry Institute Technology － City State USA GPA: GPA: 3.85 Digital Electronics GPA: 3.85 Developmental Activities Activity/Program Date/s/ BAMP High Performance Leadership 1999 AFSMI, Global Conference 1998, 1999, 2000 Presentation Skills, Wilson Consulting Group 1998 MBTI, Team Building Sandra Herb Hirsh 1998 Service Management project leader CRM implementation 1994 Project Leader A.B. Dick Automated Dispatch 1993 World Class Lessons ledership Seminar 1998*2000 BVA, advanced training 2001, 2006 Lean Six Sigma Champion Training 2004 Disney Institute, "Loyalty Disney Style" Seminar 1999 Service CRM implementation Business Project Leader 2005 Skills PREMIER, automation, B2B, budget, Call Center, Consulting, Contracts, CRM, customer satisfaction, customer services, Customer Service, customer support, delivery, product development, Extranet, Financial, focus, government, International Sales, Latin, Team Building, Leadership, marketing, market, 2000, Works, network, Oracle, Oracle CRM, Order Management, philosophy, Presentation Skills, processes, profit, Project Leader, quality, quality control, real-time, reporting, sales, Six Sigma, Service Level Agreements, strategic, Strategic planning, technical support, Web Portal