Uline

Corp CS Operations Mgr

American Massage Therapy Association – AMTA

Vice President - Membership Experience

Leading distributor of shipping, industrial and packaging materials to businesses throughout the United States.  Huge catalog, same day shipping, highest quality products, unparalleled Customer Service, low shipping costs and the Uline guarantee.

- Responsible for IL regional call center, 24/7/365
- Fast paced, dynamic environment with over 140 FTE's, 
- Answer faster than 911
- Customer service and order management via phone, email and chat

Sr Manager CS

Customer Service

Senior Customer Service consultant with a proven successful track record in leading a large field service organization, customer service strategy development and service contract management.  Results oriented, successful at directing large complex projects, driving service level improvements and reductions in cost to service .

Senior Consultant

Whirlpool Corporation

Led integrated strategic business planning and execution management of existing and new services offerings, accountable for cross-functional account management with Brands, Channels, Quality and Canada, ensuring delivery of key services horizontal performance metrics and key project initiatives.  Accountable for Whirlpool Customer Care overall results: 400M revenue and key service metrics across Call Centers, Service and Parts.

·	Launched the in-warranty growth program, increased % of in-warranty consumers contacting Whirlpool from 21% to nearly 60% ($1.8 M TCQ savings, 200K revenue growth).
·	Go-To-Market Parts Strategy created to optimize Whirlpool parts distribution and improve PD fill rates to the service network ($7M additional revenue) .
·	Responsible for Whirlpool Factory Service growth and operations, launched two Factory Service locations: LA (20 techs)/Boston (9 techs).  Improved first call complete by 14% in 2013.
·	Identified training capability gap in the organization, identified adult learning vendor (C3) to deliver a training program to lift ESP / R+1 sales within contract centers.  CARE Experts showed a 30% increase in sales.
·	Drive alignment with Operations to achieve metric performance goals through detailed analysis to assist operational teams and understand where to work to impact results.
·	Responsible for new service offerings: PEX reselling, OOW growth and B2B service programs.

Director Strategy, Planning and Analytics

Leadership role within Whirlpool Corporation to continue to drive service levels with additional responsibility for the Whirlpool service contract program.  A member of the Customer Appliance Care Board of Directors and Whirlpool Global CAC Lead focused on driving Whirlpool aftermarket performance. 

·	Led a CAC strategy development project with IBM to design a Breakthrough Service Model.
Developed Preferred Service Network to improve service levels across 150 MSAs.
- 3 day improvement in cycle time: Whirlpool Branded network with highest Customer Satisfaction scores
·	US Mentor for Whirlpool China service strategy development.
·	Developed Repair Plus 1 program, new revenue generation program (incremental 13 M annually). 
·	Sold service contract commission rights for $30M (2009) and formed a new relationship with Assurant.
- Improved service contract program profitability by $6M in cost improvements.
- Led a CAC Organizational Effectiveness project to develop a new organization structure to drive results.

Director of Field Services

Responsible for the Whirlpool service network performance to drive improvements in cycle time, customer satisfaction and warranty cost containment.  Role was expanded to include leading a team of over 250 FTEs with accountability for service levels, warranty claim processing, training development, national account management and two call center teams. 

Directly responsible to create and execute annual business plan and strategic initiatives relating to the operation.  Initiatives focused on actions to drive customer satisfaction, service levels and cost containment. 
Led two large call center teams: Partner Team (100 FTEs) handling internal Whirlpool sales team, Trade Customer and Service Company escalations and Technical Support (47 FTEs) service technician support calls.
Led Maytag acquisition efforts to integrate service networks, warranty claim processing and support functions to align to a single process and improve service levels.
Managed service network to support Whirlpool and KitchenAid products- over 3,500 ISC’s in service network
Responsible for warranty claim processing of nearly 1.6M claims annually.
Managed one safety recall 1.2M consumers and two field quality audits with Whirlpool customers

National Customer Service Manager

Developed the strategy to expand the current relationship with a Third Party Administrator to administer the Whirlpool Branded service contract program.  Improved revenue recognition of Whirlpool service contracts to achieve 2003 revenue goal (3M additional revenue and doubled margin percent in 2004). 

Managed the implementation of the go-forward contracts to a Third Party Administrator: direct mail, call center, pricing and contract negotiations
Signed-up three Top 50 Appliance trade partners to Convenience Care (Ferguson's, Handy TV and APSCO)
Completed Convenience Care training video, HOMEWise training CD-Rom and implemented "M" Show capability for HOMEWise to reduce training costs

Sales Manager- Indirect Channel

General Electric

National Service Growth Manager								2001 – 2002
National Account Manager- OfficeMax and 3Com					1999 – 2001
	
Responsible for new business development and account management for GE Factory Service and GE Customer Care organizations.

Expanded American Home Shield service program for GE Factory Service from six test-markets to a full nationwide rollout.  Launched a nationwide GE and multi-brand service program for Zurich Insurance Company, Aon Home Warranty, Federal Warranty and ACE USA.
Coordinated the launch and implementation of the HVAC program for Louisville Gas and Electric.
Rolled-out OfficeMax nationwide service contract program to all stores: contracts, brochures & training materials.

National Account mgr

Montgomery Ward

Marketing Manager, Service Contracts and A&E Signature Services		1998 – 1999
Marketing Manager, A&E Signature Services							1998 – 1998
Assistant Marketing Manager, Service Contracts						1996 – 1998
Marketing Assistant, Automotive Department							1994 – 1996

Progressed thru several functional areas within the Montgomery Ward Customer Care division culminating in the responsibility for the Ward’s salesfloor service contract program: $83 million (SC’s), $17 million (PRG’s & EP’s) and $16 million (SPA’s & FPA’s) and Service Growth.

· Created all marketing programs for Service Contracts, Product Replacement Guarantees, Extended Protection, Stain Protection, and Furniture Protection Agreements for all 300 Montgomery Ward stores
· Implemented the transition from Montgomery Ward Product Service to A&E Signature Service
· Responsible for acquiring new service business from other retailers, direct sales organizations and third party warranty administrators

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