Graham Hazlette

Experience

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  US Navy

  Feb 1969 - Jun 1977

  Communication Technician, Naval Intelligence Division

  Naval Security Group, Communications Technician (Naval Intelligence). Maintained a Top Secret Code word clearance. Collected highly classified Naval Intelligence information to be analyzed the National Security Agency (NSA) in Washington, DC.

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  Audiophile Specialists Inc

  Mar 1977 - Mar 1990

  CEO/President

  AUDIOPHILE SPECIALISTS INC., Oshkosh, Wisconsin 1977-1990 CEO/President Founded, owned and operated a very successful high end retail audio electronics business. Launched a grass roots business with funding secured through the SBA (Small Business Administration). Directly oversaw all marketing, sales, installation and design of products that we retailed. Provided all day-to-day administrative functions required of the operation of a retail business. Supervised and managed 10 sales/service employees. Provided technical sales seminars at the University of Wisconsin and local technical schools, on new product development within the audio industry. Show less

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  OSHKOSH TRUCK

  Mar 1990 - Mar 1995

  Manager

  OSHKOSH TRUCK CORPORATION, Oshkosh, Wisconsin 1990-1995 National Parts and Service Manager Responsible for escalation for delivery and quality issues, Cost Reduction Programs and shipment of all parts orders. Developed a recommended stocking parts list for dealers. Also worked with dealers to insure that slow moving parts were returned and exchanged for the high turnover parts as needed each year. Responsible for development of the process that provided detailed reports of action and sales on each of the over 50,000 individual parts in the current inventory. Prepared annual budgets, forecasted revenues, expenses, requirements of capital required by our department. Re-engineered business processes based on results from root cause analysis and corrective actions. Responsible for overall budget of the parts and service department ($20,000,000 budget).Managed and supervised over 17 departmental call center employees. Developed a quarterly parts and service newsletter that was distributed to the Oshkosh Truck Parts and Service network. Successfully created a positive atmosphere where pride and motivation reflected overall results with internal and external customers. Show less

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  Daimler Trucks of North America (Freightliner LLC)

  Mar 1995 - Mar 2003

  Manager Corporate Customer Assistance Center

  FREIGHTLINER CORPORATION, Portland, Oregon 1995-2001 Manager, Corporate Customer Assistance Center, Technical Department Used broad business knowledge and specific knowledge of sourcing and networking in helping both internal and external customers to achieve all established goals. Analyzed and implement, managed and optimized call center operations processes. Technical Department achieved the lowest “delay to answer and abandonment rates” within the corporate department from 1995 to 2001. Oversaw the structuring and executing of operational and strategic initiatives – developing work plans and gathering relevant data leading to and development of corporate recommended policies. Traveled to remote location sights to conduct site surveys, these trips aided in the development of expanded parts and service dealers in required area. Trained Freightliner dealers on new products development, and updated dealers on Corporate Call Center policy and performance during our annual Dealer conferences each year. Supervised over 18 parts technical customer service representatives during the day-to-day operations of the essential parts technical group. The Parts Technical Department operated on a 24/7 schedule. Managed all aspects of staffing a critical call center department. Those aspects include hiring, training, terminating, scheduling and counseling of staff when required. Provided operational guidance and developed specific training aids for staff and field staff. Developed procedures and processes to insure that the company provides the highest levels of customer service in the heavy truck industry. Show less

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  Daimler Trucks of North America

  Mar 2003 - Mar 2008

  Southeastern Regional Manager/Technical Sales Manager/Corporate Manager, Customer Assistance Center

  Annual Estimated sales of 4 large distributors within the region, averaged $180,000,000 a year. Achieved the honor of being ranked as the leading Regional Parts Manager throughout North America, for sales of both Freightliner and “All Makes” parts. Leader in the creation of effective annual business plans, customer specific forecasts, and special incentive programs for all dealers in the region. I set specific goals for each product line, while working effectively with senior staff at each distributors/dealers location throughout the southeastern region. Implemented processes and streamlined operations to produce a high volume of sales, while maintaining exception service to each location in the region. Was able to interact with all levels of staff and developed and managed project schedules, identifying risks and clearly communicating those goals with project stakeholders. We defined all organization problems, and worked to solve those through risk mitigation strategies.Responsible for monthly visits to each dealer’s locations within the southeastern region, when possible. Worked with Distributors senior staff, to organize an effective schedule of visits, when requested. Coordinated timely parts deliveries to my dealer organization, and acted as the liaison between dealers and corporate for all parts concerns. Organized and implemented a “Best Practices” Bi Monthly Regional Meeting with the Southeastern Region’s marketing and sales staff. Designed and implemented “Best in Class” distributor checks sheets, to focus on effective parts marketing and sales. Developed a recommended stocking list for each individual dealer and distributor in the region. The list was effective in controlling inventory, and maintains a high level of top selling products. Worked with each distributor on an annual return process, to effectively maintain a profitable inventory of parts. Provided training to dealerships parts staff Show less

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  Professional Audio/Video

  Mar 2008 - Mar 2013

  CEO/President

  PROFESSIONAL AUDIO & VIDEO, Gaffney, South Carolina 2008-2009 President Founded Second Small Business and developed processes from the ground level. Responsible for day-to-day operations of small business. Responsible for installation calibration and alignment of state of the art Home Theater systems. Responsible for budgeting, advertising, customer relations and quality control.

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  Ellifritz & Associates LLC

  Jan 2013 - now

  Senior Customer Service Instructor

  CORPORATE TRAINER, PROFESSIONAL CUSTOMER SERVICE, HEAVY TRUCK INDUSTRY 2013 – Present Ellifritz & Associates, Columbus, OhioPosition brings with it a full set of unique challenges that require a comprehensive understanding of basic soft selling, customer service and training skills including great communication skills and the ability to listen and react during a training session, as well as an in depth understanding of the heavy truck industry. I provide soft skills training to corporate clients on an on-call basis, particularly in the areas of soft selling and customer service issues. As a Reinforcement Specialists, I place mystery and or coaching calls to participants in the 3D Customer Focused Programs (Bachelor and Master Programs). My position requires great communication skills and the ability to listen and react during calls, are invaluable assets to the effectiveness of the program. I assess training needs for clients in conjunction with policies within Elifritz and Associates. Deliver training in various classroom formats, using relevant training materials. I actively seek ways to improve customer training. I am required to meet employee goals, time-lines and objectives. I am required to travel and provide effective customer service training for many of the largest manufactures within the Heavy Truck Industry. Show less