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PROFESSIONAL
PROFILE
A highly motivated leader with twenty-five years of experience in Business
Management, Customer Service, Technology Integration, Communication,
Distribution and Logistics Management. Recognized for exceptional
interpersonal communication, organizational and problem-solving skills.
PROFESSIONAL
EXPERIENCE
BOYS & GIRLS CLUB OF SOMERSET
COUNTY April – August 2004
The largest non-profit youth organization in the United States providing
youth development and life skills enrichment for youth ages 6-18.
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Executive Director
Responsible for full spectrum operations of the organization. Primary
responsibilities included fund-raising, volunteer recruitment and
management, management, financial management, grant writing and operations
management of the club.
CREATE SOLUTIONS, INC
Somerset, PA 1997
–Present
Leading Business in Teamwork, Training and Technology Initiatives
A Management and Technology integration firm which includes service group
re-engineering, project leads, and training, web solutions, numerous
custom online solutions, custom programming, Quickbooks financial planning
software implementations and support and user training. Customer base
contains over 200 customers of varying services.
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President and CEO
Responsible for full spectrum business management and operations including
technical operations for custom online, storefront and database solutions
- web development, telecommunications technology and financial software
solutions. Contributor to the book "Celebrate Customer Service - Insider
Secrets" published by Select Press and released in February 1999.
SUNRISE MEDICAL Carlsbad,
CA 1993 - 1996
A world leader in the manufacturing of home medical equipment with
projected annual sales in fiscal year 1998 of $800 million.
SUNMED SERVICE Westlake,
CA 1995 - 1996
(A Division of Sunrise Medical)
The newest of the Sunrise divisions was conceptualized in late 1994 to
initiate the first centralization move on the part of the company.
Division’s operations designed to support customer service, communication,
distribution and logistics for standard product sales.
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Vice President of Customer Service
Responsibilities required executive level: planning, coordinating,
motivating and management skills to meet an aggressive nine-month
implementation schedule. Directly responsible for 100+ customer service
and technology associates. The position required 50% travel between the
call centers in Westlake, CA and Somerset, PA.
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Customer Service Management Accomplishments
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Screened
and hired 7 managers, 33 customer service associates, 1 administrative
assistant and 1 telecommunications consultant.
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Designed
and implemented self-directed work teams.
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Re-engineered the management and team structure in the second month of
operations. Results increased team productivity by 30%, reduced
abandoned call rates from 20% to 3%, reduced customer complaints by 30%
and reduced service error rates by 10%. The re-engineering was
supported with existing staffing levels.
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Managed
the development of the first ISO certifiable customer service policies
and procedures manual to match the platform software and business
processes.
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Designed
the configuration and managed the telecom implementation of 2 call
centers located in Somerset, PA and one in Westlake, CA.
Technology Management Accomplishments
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Designed,
developed and implemented a Lotus Notes, custom software application for
on-line product help of the division's 4,000 products.
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Designed
and re-engineered the telecom configuration for improved call flow
methodology.
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Tested
and implemented new telecom technology (the Take-Back-And-Transfer
Feature). This was the first technology enabling warm conferencing
between all Sunrise divisions.
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Designed
the logistics and technology match for one 800 number to reach all
Sunrise divisions.
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Developed, designed and implemented the customer interface of EDI and
remote access.
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Managed
the design, format, publication and distribution of the first catalog
(43-page product guide).
Two versions published: 13,000 of binder version and 5,000 of the
magazine version.
DEVILBISS HEALTHCARE Somerset,
PA 1993 - 1995
(A Division of Sunrise Medical)
The division of Sunrise specializing in respiratory product
manufacturing. Acquired by Sunrise Medical in June 1993. Approximate
annual sales of $80 million.
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Director of Customer/Technical Services and Executive Management
Accomplishments
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Served on
the Executive Committee of the Company (Governing body of the company)
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Developed
aggressive strategic business and financial plans, which resulted in
consecutive growth years.
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Managed
the service and telecom technology solutions for a major acquisition
within a 6-month timeframe. Scope entailed: infrastructure
re-engineering, telecom technology implementation and product training.
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Managed
17 customer service, 7 technical service, 26 repair technical service
associates and 12 independently operated field service locations.
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Re-engineered the service group into self-directed work teams resulting
in productivity increases of 18% and reduced the abandoned call rate
from 13% to 2% over a 3-month period.
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INTERSTATE CHEMICAL COMPANY, INC. Hermitage,
PA 1979 - 1990
A recognized leader in the distributing and manufacturing of industrial
chemicals domestically. Emerged to top 10 nationwide in 1998.
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Director of Customer and Transportation Services
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Promoted
through the ranks in customer service and transportation to the
management of the customer service, transportation, maintenance and
telemarketing teams. Ultimately managing 42 employees.
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Designed
and developed a telemarketing program targeted for geographic load
building and additional sales support penetration. Results tracked
incremental sales growth of 300% in 6 months ($5,000-$15,000 per month).
EDUCATION
FLORIDA SOUTHERN COLLEGE Lakeland,
FL 1975 - 1979
Bachelor of Science Degree in Business Management with concentration area
in Marketing- Human resources- Finance.
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GPA (Overall): 3.5/4.O GPA (Major): 3.7/4.0
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Dale Carnegie Leadership Development Program 1994
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Ongoing management seminars and company education programs
 Community
and Professional Organizations
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