Bob Wood

Chino Hills, CA 91709 BobW111@verizon.net LinkedIn Page: www.linkedin.com/in/bobwood111/ OVERVIEW Results driven customer oriented Director / Manager with more than 30 years experience in building and managing Customer Service departments, Call Centers, E-commerce, Parts departments, Repair departments and Inventory Control. Proven customer satisfaction and leadership skills. Demonstrated loyalty and commitment to employers. Flexibility in skills and working style allows me to adapt and grow with the changing needs of an organization. WORK HISTORY Roland Corporation U.S. Los Angeles, California March, 1999 December, 2012

Managed Customer Service Department and Inventory Control & Service Administration Department for the 2nd largest electronic musical instrument manufacturer/distributor in the United States for over 14 years. Customer Service Manager Managed 16 person Customer Service Department call center. Reworked the Customer Service Department bringing call abandon rate down from 11% to less than 2%. Increased customer satisfaction through representative training and new corporate direction using an employee centric atmosphere. Provided leadership to employees to create a family feeling for customers. Designed, Set up, and managed dealer and consumer e-commerce program. Managed $750,000 budget for Customer Service Department. Worked with all aspects of Operations and Sales to build the best working environment possible. Inventory Control and Service Administration Manager Responsible for service department customer satisfaction. Managed inventory cycle counts. Reduced cycle count time by 17%. Managed and performed inventory reconciliation and adjustments. Managed and performed business system product setup. Reduced setup time by 5%. Managed and performed parts department purchasing. Reduced purchasing time by 5%. Additional responsibilities and experience Set up and managed all aspects of Sales and Service auditing controls and also inventory auditing controls and compliance standards, including continuing JSOX auditing team. Worked on team to replace AS400 business system software including planning, testing procedure design, setup, testing, and implementation. Worked on team for telecommunications systems purchasing and repair/maintenance, including setting up and maintaining Voip telephone system and voice mail system.

Coast Wholesale Music, Division of Kaman Corporation Compton, California

January, 1978 March 1999

Created Customer Service & Parts departments from the ground up for what became the largest musical instrument distributor in the United States, and managed these departments for over 21 years. Set up and managed operations of corporate percussion department and customer satisfaction department. Customer Service Manager Created and Managed 11 person Customer Service & Parts Department. Responsible for setting corporate warranty policies for most major lines of merchandise. Increased customer satisfaction by resolving customer issues faster and more accurately than Sales department was able to. Created Warranty Service network for all product lines. Set the model for corporate Customer Service departments and consulted with 5 other corporate locations, helping them develop their service departments and policy and procedures. Percussion Team Operations Manager responsible for employee development, product development, product quality control, and artist relations. Responsible for telecommunications systems purchasing and repair/maintenance, including setting up and maintaining call routing and voice mail system. Operations Manager, Corp. Percussion Dept. (concurrent with Customer Service Manager position) Responsible for all operations details for corporate-wide percussion department. Designed prototypes for several percussion hardware pieces that were integrated into the corporate product line. Set up national parts center for corporate-wide percussion product lines. Designed and built displays for trade shows. Provided design and setup assistance to headline touring groups for major world tours. Created a warm atmosphere for employees to create a family environment. Previous Positions Began employment in Warehouse, and worked up through Inside Sales Department. Gained valuable business and management experience working in various positions. EDUCATION Mount San Antonio College Human Relations in Business concentration. Sales and Sales Management concentration. California State University - Los Angeles Electronics concentration.