Jul 13, 2022
Director Customer Service
from Jan 2011
Director of IT
Supporting Broyhill, Henredon, Drexel Heritage, Hickory Chair, and Pearson Furniture along with Furniture Brands Help Desk.
May 2009 — Jan 2011
Director, Enterprise Application Services
Asked to lead the development and design of systems that drive operational excellence.
Jan 2009 — Apr 2009
Owner Independent Consultant
I worked hands on with management teams to identify and change how service, and processes could be improved by changing cultures, operations, and systems.
2008 — 2009
Exec Vice President, Operations
Recruited and provided leadership to the operational needs of a $200mm retail business supporting four distinct consumer channels and over twenty retail store locations. Accountable for th...
Apr 2006 — Apr 2008
Vice President, Customer & Consumer Services
Led the Operation to new standards through improved operations and systems introductions. Improved order to delivery cycle by 30%. Led the successful introduction of a new ERP system co...
2003 — 2006
Vice President, Customer Services
Successfully consolidated Customer Service organizations into one high involvement service center. Increased efficiency, and improved service. Saved $100K in overhead expense. Took on t...
2000 — 2002
Director, Customer Service Operations
Led the changes to improve operations, and logistics efficiencies as well as the overall level of service that was provided. Formed a high involvement team driven Customer Service organiza...
1994 — 2000
Manager, Business Requirements Planning
Liason between manufacturing, service, forecasting, and marketing to insure that customers requirements were being met in a cost effective, high service manner.
1993 — 1994
Manager, Customer Service & Sales Support
Redesigned and led an existing service and logistics organization; creating a high involvement workforce focused on service and efficiency. Significantly improved standards of service in su...
1992 — 1993
Manager, Business Systems Development
Recommended a new organizational structure for the improvement of Black & Decker service and logistics. Developed the implementation plans and took a lead establishing the roles of thes...
1991 — 1992
Operations and Communications Specialist
Responsible for the planning and development of the operations needed to support a major international call center. Included was the systems and operations development for a major ERP syste...
1988 — 1991
Order Service Systems Specialist
Developed a $32M groundbreaking system for service, shipping, billing, inventory management, and forecasting for a global manufacturing company. Part of a management team that designed and ...
1985 — 1988
Accountable for a major service and distribution center including warehousing, service, inventory, transportation, facilities, benefits, planning, budgeting, and information systems.
1983 — 1985
GE Management Training
Responsible for learning all aspects of business required to manage a major service and distribution center.
1981 — 1983
Client Service Officer
Consumer Goods Professional
Information Technology Director
New Business Development
Supply Chain Management
Cross Functional Team Leadership
Business Process Improvement
Enterprise Resource Planning