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Click here or scroll down to respond to this candidateManagement Leadership Candidate's Name
Proven ability to successfully lead, manage and staff diverse teams Street Address years
Key manager in company management structure -Street Address years
Trusted & Respected Sound Business Judgment Articulate & Persuasive
FrameWorks/ASSA ABLOY April Street Address June 2017
www.Frameworks.com
Customer Engagement/Service Manager
Senior Staff to the General Manager
Multi discipline department manager in charge of Customer Service
Representatives, Project Managers, Estimators, Draftsmen, and Business Development.
R&D Product evaluation and feature development oversight.
Business Analyst
Marketing Analyst and Strategy
Profit Improvement Team Member
Lean Process Office Protocol development.
MIWD/General Aluminum PHONE NUMBER AVAILABLE Years
www.miwd.com
Note: Continually promoted to positions of increasing responsibility and authority
Product Manager/Lean Coordinator (2008 2016) 8 Years
Oversite for and project development for Lean Initiatives including office processes
to Manufacturing Processes
Product evaluation and feature development
ERP(enterprise resource planning) implementation lead including GUI(graphical
user interface)
Price analyst Price structure development Price List implementation
Business Analyst
Marketing Analyst and Strategy
Product Knowledge and Quote Systems Trainer
Profit Improvement Team Member
Customer Service Manager (1999 2013) 14 Years
Oversaw multi-function department of inside sales & customer service reps working
with
Truck Sched Admin
delivery uling istration
Routin Produ Sales
g ct transfers
Financ Cleric
e al
Led department of 14 employees affecting 600 manufacturing personnel & 4 major
departments
Recruited, interviewed, trained, mentored & motivated staff of two departments
Maintained P&L teams
Atrium Door & Window www.atrium.com Technical Service Manager 1996 1999 3 Years
Technical support for customers and manufacturing
After market vendor supply manager
Customer Care service manager
Expedited warranty claims and
technical support
Escalation resolution: Negotiated with clients, lawyers, builders, product suppliers
on warranty claims & lawsuits
Management Advisor regarding product Improvement and Quality Assurance
Marvin Window Centers www.marvin.com Field Service Rep 1994 1996 2 Years
Field replacement, repair and service
Trainer
Installation by Builders, Carpenters & Helpers on new & replacement products
Developed & implemented processes to repair water and air infiltration
Pella Window Dealer Operations Supervisor/Product Manager 1985 1994 9 Years
Note: Continually promoted to positions of increasing responsibility and authority
Millwork Shop Product Assembly Truck planning and loading
Supervised and mentored 12 production employees and 2 drivers
Reduced shop staff 75% by streamlining and improving the assembly process
Promoted from Product Supervisor in 1985 with Willard Boswell co. to oversee
relations
Phone Center Builders Door Repair
Service Writers Home Owners Window Repair
Relevant Training & Community Activities
Power Sales University, Customer Service, Team Management, Supervisor I &II, Conflict
Resolution, Department Head.
Qualified Trainer in Leading a Leadership Revolution leadership training suite, Financial Fitness
program suite and avid self-development student.
BSA Troop 179 /Leadership Council Member; Church Management Board Chairman, North Texas
Tres Dias Leadership training teams, Girl Scout Council Leadership; Director of Kingdom
Advance Ministries
Proficiencies
SEO, online Marketing, CSM, Lean Six Sigma Yellow Belt, ERP Analytics, AS400/MacPac ERP,
Unix system ERP, Intuitive ERP, Microsoft Office: All suites, Data Works CSM, Intuitive CSM and
familiar with Java, SQL.
Willing to travel or relocate, excellent health, outstanding professional appearance.
C: PHONE NUMBER AVAILABLE EMAIL AVAILABLE
Noteworthy accomplishments related to Customer Service/Care, Leadership and management
Pella Window 1985-1994
Supervised shop staff of 42 and after 1986 building boom bust, a staff of 14.
Redeployed labor and set process improvements for lower staff resources and production
requirements.
Increased customer care (service dept) satisfaction for after delivery service 40% due to
increased communication, on time arrivals, professionalism and one trip appointments.
Atrium Door and Window 1996-1999
Reorganized Technical Services department to include Quality Assurance responsibilities and
warranty departments.
Set up network of contractors to handle warranty repair for markets no longer served by
dealerships.
Arranged for aftermarket repair materials for wood door components and secured alternative
hardware when main suppliers closed their business.
Drafted effective warranty settlement letters and letters of service intentions that corporate lead
attorney approved. After six months of this process, he delegated the turn key responsibility to
me with necessity for corporate approval. This process mitigated over $275,000 in lawsuits
over a two and one half years with a 99% settlement rate.
MIWD/GA Windows and Doors 1999 Present
Stopped 43% turnover rate in Customer Service Dept.
Developed training process for new hires and which allowed new employees to be
independently productive in 3 months instead of 9 months.
Created Order entry Metrics along with a bonus program to increase productivity by 25%.
Improved Customer Satisfaction
Developed and oversee a superior customer service/inside sales staff and diminished customer
service employee turnover from 50% (prior to 1999) to less than 3% in the last 13 years.
Improved customer service satisfaction rate with our customers. A majority of comments
included best vendor to work with coming from all areas of the country from survey
sampling of 20 major and 5 minor accounts.
Improved and maintained price point and clientele multiplier systems. Also provide continuous
improvement to price catalogs and technical information catalogs.
Led a conformity development project to standardize all aspects of product parameters, pricing,
specification, and communication between customers, customer service/sales and
manufacturing.
Responsible for direction and management of company improvement project involving customer
service and order entry process that helped prepare for company volume increase and which
helped improved over all company productivity 30% resulting in the building of 24,000 plus
window units per week from 19,000 between 2005-2007.
Project Lead Responsible for an ERP implementation team and spear headed the order
process development.
Headed up development group for order entry configuration software to use on a recently
acquired ERP System. Currently handle configuration platform management and continued
improvement.
Personal leadership associated activities
Participate in a dedicated personal leadership development program including focused
development in client/personal/associate communication skills, professional closing skills
(Power Sales University), Financial development/coaching, and understanding and applying
levels of leadership through the Leading a Leadership Revolution program.
I have been on four non-profit organization boards during initial organization years for local
chapter of Barbershop Society (recording secretary), para church Christian renewal program
Tres Dias (communications secretary), BSA Longhorn Council Troop 179 Committee
(Chairman) and North Pointe Baptist Church Management Team (Chairman).
Director of Kingdom Advance Ministry (part time) in role of marriage/pre marriage, personal
leadership counselor and wedding officiate.
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