Experience

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  Enterprise

  Jan 1997 - Dec 2001

  Branch manager

  1. Operated site branch2. Oversaw team of 15 team members3. Maintained all financial records in accordance with company standards4. Developed marketing plan to directly enhance future sales 5. Branch revenue increased YOY by 15%

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  Wausau supply company

  Jan 2002 - May 2003

  Inside sales rep/cad designer

  1. Designed computer aided kitchen cabinet and countertop designs2. Project Manager for multiple projects at a time3. Established and maintained effective rapport with customers

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  Elkay manufacturing

  Jun 2003 - Mar 2019

  Customer care manager

  1. Consolidated splintered Care teams from acquisition activity from Red Lion, MasterCraft and others2. Built and maintained team of 54 Care team members located in Waconia MN3. Support the processing, delivery and aftercare for approximately $1B4. Implemented updated phone technology to Shortel and reporting functionality of Bright Metrics5. Determined need for separate skill sets to better support post-delivery (Replacements)6. Recruited and Trained a Consumer facing team based on benchmarking and changing needs of the business Show less

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  Cabinetworks group

  Mar 2017 - now

  1. Established Customer Solutions team based on need from Executive Escalations2. Coach, Mentor and Develop team members in 4 physical locations3. Designed and implemented Customer Experience Initiatives to contribute to bottom line4. Executed technology improvements for Reduction: 75% voicemail, 80% abandons5. Care SME for customer facing portal (Tandem) built alongside consultants6. Care SME for Salesforce build out and ERP (4) updates7. Lead testing resource for Care facing technology updates8. Key Member of Product Development Gate teams9. Drove Kaizen activity focused on Quality Initiatives Show less

  • Post Delivery Care Manager

    Oct 2019 - now

  • Business Process Leader, ERP Design Initiative

    Mar 2017 - Oct 2019