Paula H. Murray

Experience

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  Tenneco

  Sept 1989 - Nov 1994

  Technical Product Manager, Market Manager, Business Development Manager

  Consistently grew the company's Hydraulic Brake and Friction Product lines by 20% and 28%, respectively, while increasing the profit margin to 35% over 3 years. Positioned the Brake-Pro Brand cost-effectively away from low-cost competitors towards high-end, long-established suppliers by utilizing cost-effective advertising towards the end-user base coupled with cost-effective packaging.

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  AP Parts International

  Nov 1994 - Jul 1995

  Technical Product Manager

  Technical Product Manager for Steering, Suspension and Hydraulic Brake Product lines. Developed strategic and annual operating plans in addition to providing management with a Business Plan to increase sales by developing a distribution channel of auto part stores selling to repair shops in smaller, higher-priced/value-added quantities tied to the companies primary exhaust product line.

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  Meritor

  Jan 1996 - Dec 2000

  Technical Product Manager - Euclid and Meritor branded Hydraulic Brakes

  I identified key regions of medium and light commercial fleets using multiple data sources, including competitive analysis, to identify a market niche that any competitor in a meaningful capacity was not serving. I authored and produced the technical product catalog for over 3,000 hydraulic brake parts accurately and cost-effectively, along with technical service bulletins. I developed PowerPoint presentations, flyers, monthly specials, and branded promotional materials to support growing the product line. I accompanied the sales reps and sold the program to distributor customers, including educating their employees. By meeting with the customer base, I developed close relationships with the principal owners and buyers. This was key since hydraulic brakes technically performed the opposite of air brakes. Many of these customers knew the market was there; however, no other brake manufacturer took the time to show them how to pursue the market cost-effectively successfully.Key Contributions:• Grew the Euclid-brand product line by 113% during 3 years through a controlled-growth strategy that combined GIS Software with repair facility data to identify target areas for the distributor base.• Created the highly successful “Get Juiced” promotional program targeted toward repair facilities with an incentive tie-in for distributor customers based on volume purchases. Negotiated supplier subsidies to support the program to promote their specific product for that month to reduce the company’s merchandise and promotional costs.• Developed the Euclid-brand promotional program that included a customer rebate portion where they could purchase co-branded merchandise at reasonable prices. • Beginning in 1998, simultaneously developed and sold the Meritor branded brake program when they purchased Euclid Industries.• Team leader for a Six Sigma project; reduced product receipt to the product available for sale by 25%. Show less

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  MAGNET, formerly Cleveland Advanced Manufacturing Partnership

  Dec 2000 - Jul 2001

  Regional Sales Representative

  Sold Lean Manufacturing Consulting services to local manufacturers in the NE Ohio region covering Eastern Cuyahoga, Lake, Ashtabula, Trumbull, and Medina counties. I explained the company's offerings to local manufacturers and then brought in the company's engineers to develop specific Lean Manufacturing programs to help the company become more efficient. In addition, I attended various Lean training classes with customer employees in various aspects of Lean Manufacturing, such as Kaizen, Process Mapping, 5 Whys, etc.In Mid 2001, the company changed direction to incubator-focused businesses, and our group was eliminated. Show less

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  Progressive Insurance

  Jul 2003 - Sept 2014

  Processor Sr, Sales/Customer Service Representative, Sales Representative, Licensed Insurance Agent

  Developed and maintained positive customer relations, including coordination with various functions within the company to ensure customer requests and questions were handled appropriately and promptly. I consistently identified fraudulent documents provided as proof of insurance or identity documents. Analyzed policies to ensure the risk met underwriting guidelines, received the proper rating (pricing), and complied with state-specific regulations. I was licensed in 48 States and researched and analyzed data to address operational challenges and customer service issues related to standardizing procedures. Led multiple audits to ensure all representatives met company guidelines. Key Contributions:• Completed an ad-hoc cost/benefit analysis of a procedure revision that led to cost reductions of $385k over three months.• Developed an Excel workbook to manage time for the NY Processing staff.• Developed the “Talk to Me” tool to help call center representatives to answer online customer questions when the company came out with instant call-in processes for these customers, yet forgot to develop scripting for the call center representatives.• Received over 40 customer-initiated compliments over two years.• Volunteered for a pilot program where Processors (Underwriters) handled incoming customer calls. The purpose was to determine if underwriters could provide a superior customer experience over customer service representatives trained in underwriting. Our group showed an excellent customer service experience, increased call volume, and policy accuracy over CS reps trained in underwriting.• Recognized as a quality improvement expert at the organization due to my ability to accurately identify flaws in the procedures’ consistency due to my analytical training/skills. I was also a technical expert to help representatives understand the policy guidelines. Show less

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  Facil

  Dec 2014 - Jan 2017

  Sales Coordinator, Account Manager, Sales Officer

  Responsible for 130+ customer accounts to ensure proper management of their needs and set realistic growth goals for fastener products. Quickly identified opportunities to boost relationships and to enhance outcomes. Set KPIs and reviewed blueprints for the feasibility of projects. Followed up with new customers and projects to ensure smooth implementation towards high levels of success.Key Contributions:• Managed the Quote process for ~ 6000 Fastener SKUs.• Performed customer analyses for profitability and product line management utilizing advanced Excel skills.• Identified and developed new business opportunities to diversify the customer base while updating the company’s presentation model to reach those markets. Show less

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  Alliance Scientific

  Jun 2017 - Jun 2018

  Service Consultant - Avery Dennison Label and Packaging Materials

  Supported the Customer Service organization regarding order processing and follow-up through email, internet and phone channels. Ensured price integrity, on-time deliveries, and complete order fulfillment. Liaison with sales regarding customer initiatives. Coordinate with Logistics and Operations regarding capacity planning and scheduling. Champion customer needs including follow-up on various customer inquiries, expediting orders, and shipment information. Perform individual customer service level analyses to review performance levels, and communicate same to both customer and sales.As a result of my solid performance, I was offered a full-time Service Consultant position with the company. Show less

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  Avery Dennison Label and Packaging Materials

  Jun 2018 - now

  Service Consultant

  I have successfully managed territories in NY/NJ Metro, Midwest, and West Coast regions having handled customer segments ranging from 60 high-profile to over 189 assigned accounts. This involves all aspects of Customer, Supply Chain, and Inventory Management to ensure that forecasts are accurate so that proper inventory levels are maintained at the plant. Champion customer needs specific to Quality, Operations, and Supply Chain challenges as they arise, working with the plants and transportation to get material to the customer to prevent/avert a line-down situation.I perform individual Customer level analyses utilizing BI, Excel, and other analytical tools to regularly review performance levels and communicate the same to customers and sales.Key Contributions:• Enterprise Lean Sigma Green Belt Candidate, target certification by early Q2 2024.• Enterprise Lean Sigma Yellow Belt certified. I successfully attended ELS Yellow Belt Training in August 2022 and have completed my Yellow Belt certification. I was certified within 2.5 months of completing the course and beginning the project that reduced the order-entry time for Slow Moving Obsolete Products by half from 2 hours to 1 by identifying waste and eliminating those steps through automation.• I proactively look for alternative inventory opportunities to get material to the customer sooner than the order delivery date to ensure my customers can supply the end-user with their orders on time. In addition, utilize the same process to prevent an order from canceling due to long lead times that were out of the plant's control and affected by supply-chain challenges. • Due to my ability to develop strong relationships with customers, my territories are strong performers on average as compared to those of my peer groups due to the loyalty I have been able to cultivate and help grow with my sales and distribution partners. Show less