Grand Rapids, Michigan, United States
Influential, methodical and consultative business operations advisor and coach with two decades of proven experience in manufacturing and Lean / Continuous Improvement. Emphasizes key principles in organizational leadership and restructuring to center customers and productivity. Manages beneficial internal projects designed to advance strategy in customer service, sales and financials. Builds rapport and reputation across divisions through training, bolstering performance and results. Analyzes cost-effective measures to decrease expenses, increase ROI and improve operational efficiency. Standardizes procedures, building successful structural foundation within corporate hierarchy. Oversees migrations, integrations and implementations for all networks, databases and systems.
• Trained and mentored staff on SaaS methodology. Documented standards for data entry, ensuring expedient location of all vital digital records. Implemented numerous automated workflows for increased efficiency and self-sufficiency, resulting in approximately 4% increase in customer retention. • Evaluated patterns in renewal rate variations, recognizing consistent volatility. Established best practices in customer engagement and communication methodologies, standardizing processes. This reduced monthly fluctuations by more than 15%, resulting in increased client satisfaction. • Defined ideal customer profile to improve targeting. Utilized this to enhance sales and marketing strategies, resulting in revenue increase of more than 10%. • Negotiated renewal contracts with top 5% of customer base. Delegated staff of three direct reports to automate management of mid-market prospects and small market customers, earning more than $50K in annual revenue per client. • Developed process improvement strategies for various organizations and global corporations. Coached and advised mid-level managers and senior leaders in LEAN transformation. Inspired divisions to adopt organizational and cultural change, focusing on customer-centered approaches. • Reviewed disadvantages of inflexible CRM, including limitations in account management, transparency and data analysis. Researched and implemented Salesforce, migrating more than 1K accounts with more than 2K contacts total, seamlessly integrating benefits and improving operations. • Collaborated with consulting group to analyze and structure new Salesforce data, establishing and standardizing customer engagement data tracking practices. This allowed for increased understanding and targeting of customer activity and sales patterns. • Developed eight-member cross-functional CRM continuous improvement team. Introduced, led and launched new procedures to standardize all relevant processes.
• Promoted collaboration and cross-functionality among operators, instilling autonomous work ethic with skills in product cost analysis and root cause problem solving. This incrementally improved processes to eliminate waste, resulting in 100% profitability for several manufactured components within one year. • Collaborated with VP of Engineering, VP of Sales, VP of Human Resources, the Chief Financial Officer and the Chief Executive Officer to develop reversal strategy in liquidating $1.6MM loss. This encompassed two key components in leveraging manufacturing expertise and underutilized capacity to penetrate underserved market segments. Nurtured buy-in by delegating responsibilities and decision-making, targeting value-creating processes, and reducing expenditures. • Transformed negative pyramid formula of command and control, decentralizing leadership and empowering divisions to own projects and deliver profitable results. Improved morale, quality control and customer experience. Reduced scrap, rework and overtime expenses by more than 20%.
• Utilized LEAN enterprise methodology within service, counter sales and Internet retail channels. This reduced inventory by more than 30% and improved customer satisfaction by more than 10%. • Optimized visibility of documentation on work orders. Ensured staff members reviewed materials, eliminating 100% of order fulfillment errors.