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| Manager, Pricing Administration | | | Ref. Number: | CRM11256 | | |
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| Personal Information |
| Personal Profile: | Successful history of building and mnaging Custom Service and Support functions in multiple industries. Directly managed multiple call centers, multiple ERP implementations and ACD systems. Looking for companies that have a strategic business obnjective to grow revenue by enhancing sevices and developing customer loyalty.
Looking for new opportunities due to company being acquired. | |
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| Education: | Bachelor Degree |
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| Date of Availability: | 1 months notice |
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| Current Position |
| Current Job Title: | Manager, Pricing Administration |
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| Current Location: | Chelmsford, MA |
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| Preferred Position |
| Preferred Job: | Director Customer Services |
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| Preferred Location: | Mansfield, MA |
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| Education | B.S. Industrial Science and Technology (Magna Cum Laude) Northeastern University, Boston MA
A.S. Electrical Engineering, Northeastern University, Boston MA
Certificate in Finance: Northeastern University, Boston MA
Executive Development Program Graduate: Cookson, plc
Certificate, eCRM Enabled Marketing, DCI eUniversity
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| Working Experience | Brooks Automation/Helix Technology, Chelmsford, MA 2003 - Present
$700M Market leader supplying technology products, factory automation solutions and high tech vacuum systems to the semiconductor market, life science and medical device industries. Brooks Automation Acquired Helix Technology in 2005 and consolidated operations in Chelmsford in 2006-2007
MANAGER, Pricing Administration/Sales Operations 2006 - Present
• Management of Pricing programs to support the strategic business plan
• Management of Customer Specific and List Price Administration in multiple ERP systems
MANAGER, Global Inside Sales / Customer Services 2003 - 2006
• Manage Customer Service Operations in North America, Europe and Asia
• Multiple Contact Center Restructuring, Staffing and on-going Management
• Inside Sales Business Plan Development, Approval and Deployment
• Sarbanes-Oxley 404 Process Development and Audit Compliance
• Transition of Legacy Helix Customer Services to the Brooks Order Administration function within Finance.
WALPOLE WOODWORKERS, Walpole, MA 2002 - 2003
Private manufacturing company with direct sales of high-end custom fencing, small buildings and landscape design products
• Direct Sales and Service Management
• Develop and Deploy a Customer Satisfaction Metrics Program
• Showroom Sales & Order Fulfillment
• Commission based Sales of custom designed products
CYBEX INTERNATIONAL, Medway, MA 2000 – 2001
$150M Leader in the design and manufacture of premium quality cardiovascular and strength training fitness equipment. DIRECTOR, CUSTOMER SERVICE DIVISION
• Customer Service Center, Customer Support, Billing, Repair and Order Fulfillment Management
• 15% Increase in sales, 80% reduction in abandoned calls
• Restructure 24x7 support Services, Parts Sales and Parts Fulfillment operations
• Reduced operating expense budget 19%
• Created performance metrics program to manage daily call center performance
SPEEDLINE TECHNOLOGIES, Franklin, MA 1996- 2000
$300M Manufacturer of high tech capital equipment for the electronics assembly industry world wide.
DIRECTOR OF TECHNICAL SERVICE OPERATIONS
• Managed Multiple Client Service and Technical Service Operation Centers
• Consolidated customer support operations of three geographic locations into one virtual center
• Customer Satisfaction ratings improved from 'average’ to ‘exceptional’ within 1 year.
• Managed $25M in direct sales with 68% GM contribution
• Implemented new PBX and ACD data systems reducing abandoned calls by >50%
CHIRON DIAGNOSTICS /CIBA CORNING /CORNING MEDICAL, Walpole, MA 1980-1996
$3B Manufacturer of medical device instrumentation and diagnostic testing systems for the hospital and commercial laboratory markets
PRODUCT MANAGER, MARKETING & BUSINESS DEVELOPMENT
• Marketed $10M QC product line from #3 to #1 market share leader
• Developed & Launched a Windows® based data management system providing $1.5M incremental revenue.
• Developed sales product collateral and sales training Programs.
• Responsible for product line profitability and for key account management.
MANAGER, DOMESTIC AND INTERNATIONAL CUSTOMER SERVICE
• Consolidated 3 contact centers into a single world wide support center
• Reduced operating expenses by $400,000
• Reduced billing errors 60% by re-engineering credit and returned goods processes.
• Increased customer satisfaction eliminating phone prompts and reducing call transfers 80%.
MANAGER, TECHNICAL SUPPORT OPERATIONS
• Created a national Technical Assistance Call Center from 6 regional locations.
• Implemented new PBX/ACD and CRM call tracking systems
• Reduced customer response time from hours to minutes, abandoned call rate from >10% to 1.5%.
• Automated call management process, call tracking and problem escalation.
• Success featured in ROLM Corporation’s Customer magazine.
REGIONAL FIELD SERVICE OPERATIONS MANAGER
• Opened and Staffed a Field Service Office Serving the West Coast of North America
• Transitioned the Field Service from Dealer Paid Service to Direct Service over 3 years
• Hired and Trained 8 Field Service Engineers
• Developed Office and Field Service Operations Procedures
• Directly Managed Key Accounts and Problem Escalations.
Additional Experience
Product Support Manager ,Sales Training Manager, Project Manager, Mfg Supervisor, Product Development Tech
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| Other Skills | ERP Implementation
ACD System selection and Management
Inside Sales Management |
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 Contact with Candidate |
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