Carol Holland24 Joggins Dr. Simpsonville, SC 29681

(864) 516-5921 carol.holland727@gmail.com

Customer Service-Sales Manager

An enterprising professional with diverse management experience in both manufacturing and distribution environments. Solid leader with track record of increasing efficiency and client satisfaction while bolstering the top and bottom lines. Managed Field Service, Customer Service, Inside Sales, Application Engineers, Design Engineers, Planners and Quality Department staff. I empowered employees to seize opportunities and have a sense of ownership. Creating a sense of community and helping others to become agile and get things done. I can affect positive improvement day one!

CORE COMPETENCIES INCLUDEEvaluates Key Performance Indicators (KPIs) Export Compliance

Complaint Resolution Management Organizational Leader of Cross Functional TeamsContinuous Improvement Processes Daily Management Champion

Delivery and Training in Field Operations Problem Solving – Lean TrainedP&L Mgmt. $2M to $5M Contract Mgmt. – Negotiation and Execution

Sales and Margin Improvement Strategic and Tactical Leader

SELECTED RESPONSIBILITIES AND ACCOMPLISHMENTS Evaluated performance from the customer’s point of view and managed an overall customer service strategy

that delivers appropriate service levels for all customer segments with a focus on quality experience. Reported departmental income, business trends and employee statistics on a weekly basis through Daily

Management Tools. Determined performance objectives and metrics, defined tools to measure progress and ensure consistent achievement of business objectives.

Accelerated training/discipline through support and impactful preparation providing opportunities for recognition that touched all levels of each department. Increased customer service scores by 37% in the first year in position. Grew repeat business by 12% first year.

Standardized support center processes and introduced new methodologies and tools. Significantly increased efficiency and reduced customer response times resulting in 68% increase to on-time processing in orders, 30% increase in response times. Achieved highest overall efficiency ratings seen in the previous 5 years.

Built strong business relationships with Customers and Channel Partners with effective communication – live chat, enhanced web order management systems and provided product consultative guidance and marketing assistance. Cost effective results with high ROI.

Identified opportunities, ideas, and lead the sales agencies to deliver sales presentations to maximize merchandising opportunities

Performance management through y-connecting, face to face coaching, sales strategizing and when necessary, formal performance improvement planning - either directly or through Team Leads.

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Champions Change

Displays Honesty

And Integrity

Communicates Broadly

And Powerfully

Practices Self

Development

Inspires And

Motivates Others

Takes Initiative

Establishes Stretch

Goals

Managed all Field Service resources. Determined implementation plans, scheduling and supporting logistics for delivery of training initiatives. Ensured service was professional and ensured solutions. Customer facing documentation detailed, accurate and responsive to customer’s needs.

Modernized the Export/Import Compliance. Ensured compliance within applicable US laws and statutes. Developed new published process for CS, engineering, shipping and compliance. Reduced compliance issue concerns by 100%.

Budget Reduction - Prepared and tracked annual budget, analyzed and reacted to variances. Reduction of operating expenses by 60% within 10 months through cost control procedures, collaborating with IT to develop multitudinal improvements in ERP systems in data entry, quoting and (MRP) planning programs, affectively eliminating over $170K in unrecognized revenue due to errors, RMA’s, losses to incorrect discounting and commissions and reductions in wrong products being shipped.

Contract Management – Served as point of contact for Channel Partners and Sales for customer contractual matters. Act as contractual “middleman” between company employees and customers, ensuring timely review and approval/reconciliation of variations. Improving overall response time by 75% and booking orders sooner.

Tailored strategic direction and implementation techniques for Application decisions, Field Service procedures and customer service improvements.

Worked closely with, Operations, Marketing and Supply Chain teams for forecasting and strategy to improve lead times and improved OTD by 12%.

Value Stream Mapping and implemented improvements in order processing. Reduction in time to enter orders and reduction in time to audit orders effectively reducing errors to 2% from a high of 28%.

Partnered with Human Resources to ensure consistency and compliance in all talent management and employee relation activities.

Worked with EH&S team to promote safety initiatives within plant and front office and in the field service teams.

Won many Service Excellence Awards for instrumental role in driving record high sales within the individual teams. Increased call volume, increased order volume and overall satisfaction among customers.

EXPERIENCE

Danaher Corporation – Venture Measurement Co., LLC – Customer Service Manager 2015 -2016Circor International – Leslie Controls, Inc. –Customer Service Manager 2012- 2015Florida Gulf Coast Transportation – Call Center Manager/Director of Communications 2010- 2012McNichols Co.- Customer Service/Sales Manager 2000- 2010

EDUCATION/PROFESSIONAL TRAINING

Berkeley College Business AdministrationSeton Hall University Business CommunicationFlorida Atlantic University Yellow Belt Six Sigma

Corporate development in Customer Service Equality and Diversity, Customer Relationship Management, Contract Mgmt., Dale Carnegie Sales Strategies, Project Management, Business Communications, Business Ethics, Conflict Resolution, Developing Your Management Training Plan, Negotiation, Budgeting, Leadership and Presentation

Computer skills in 2016 MS Programs. Visio, Hyper Office, AS 400, EPICOR ERP AND INFOR/VISUAL MFG. ERP- Both Distribution and Manufacturing Software Epicor ERP Infor VISUAL

www.linkedin.com/in/carol-holland-b89bb126

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