OBJECTIVE

Territory Manager with fourteen years of experience that include, but is not li
mited to managing and coaching customer engineers to meet customer Service Level
Agreements. I work extensively in the areas of account support, service delive
ry, customer relations, and financial management. Additionally my experience inc
ludes handling of logistics, production planning, purchasing, transportation, or
der fulfillment, and inventory control/management on both a national and interna
tional level. I possess exceptional customer service, negotiation, communicatio
n skills, as well as analytical, creative problem solving and strategic planning
abilities. I am interesting in pursuing new and challenging opportunities that
are unique to a Service General Manager or an Executive Account Support Manager
Role that utilize my skills and abilities.
EXPERIENCE
2009 - Present NCR Corporation Minneapolis/St.Paul, MN
Territory Manager II 455F - Minneapolis Sub Area
* Manage 23 Customer Engineers, encourage strong team communication, positive cu
stomer and employee experience, while driving daily team responsibilities. Driv
e employee empowerment, develop successful career paths, and recognize individu
als that deserve to be rewarded.
* Work to build successful relationships with local customers within the Minneap
olis territory. Ensure each customer feels confident in the level of service th
at NCR is providing, while developing the relationship advise customers of serv
ice and service delivery, SLA's. Respond, follow through, and follow up all cus
tomer opportunities, issues, and complaints in a timely manner.
* Service Level Agreement (SLA's) exceeding in 2010 Response 88.3%; Resolve 90.8
%; FVR 90.2%. Analyze opportunities for missed objectives and put corrective ac
tion plans in place.
2007 - 2009 NCR Corporation North Wilkesboro, NC
Business Analyst - Account Support - Lowe's Corporation
* Ensuring that contractual obligations are met on a day-to-day basis for custom
er work orders through the utilization of NCR's and the customer's tracking syst
ems.
* Daily management of NCR's relationship with the customer to ensure that the hi
ghest level of service is delivered and the customer's needs and expectations ar
e met while controlling NCR's exposure and costs.
* Maintain a successful working relationship with internal NCR organizations wit
hin Worldwide Customer Services. Daily interaction and management of the Field
Support Centers, Field Operation Management, Worldwide Service Logistics organiz
ation, Billing Operations Center and Customer Advocates, third party contractors
, Depot Repair centers, and Customer Care centers.
* Co-ordinate and manage Project Managers and Implementation Managers prior to a
nd during NCR's implementation of solutions for the customer. Coordinate and ma
nage Worldwide Customer Service internal.
* Review and evaluate Part Plans with Logistics and suggest improvements as need
ed. Currently engaged with Logistics' support analyst to restructure the entire
stocking levels for the customer's account.
* Gather and provide data to the Worldwide Customer Services field and support c
enters by updating and providing on-time delivery of the SAMM, Parts Guide, prod
uct technical support information, and all support documents that are helpful in
the success of supporting the customer.
2000-2007 NCR Corporation Bentonville, AR
Business Analyst - Logistics - Wal-Mart Account Support
* Exceeded and maintained the service levels for the customer that had an accoun
t value of more than $109,000,000 annually. Managed projects for existing and ne
w equipment in the customer's stores. Worked closely with the Account Support T
eam that included working from the pre-implementation stage through the deployme
nt of the stock in CE's local field storage locations. Supported all levels of
field associates in customer service including Level II, III, IV and all interna
l technical teams; Account Support Team; Sales Team; GIM; SSLM; Control Tower; a
nd Customer Care Centers. Established a purchasing procedure with the customer
that allowed NCR to benefit from the volume purchasing of the customer and resul
ted in substantial savings to NCR. Increased service levels while reducing inve
ntory without any reduction to the customer's service level. Implemented variou
s new services that reduced the annual cost of support by approximately $200,000
annually. Successfully negotiated an agreement with the customer to accommodat
e for more than $500,000 in lost inventory. Negotiated a donation of refurbishe
d equipment from the customer that resulted in $94,000 in savings. Established a
nd maintained the implementation, planning, and inventory control for the custom
er's multi-vendor hardware that included IBM, HP, Compaq, Wyse, Sensormatic, Lex
mark, Genicom, Cisco, Dell, and Symbol equipment on both national and internatio
nal levels. Reported cost reduction analysis to management, established critica
l season planning, reported all service levels, and loaded rates to internal tea
ms and the customer.
1996-2000 NCR Corporation Bentonville, AR
Customer Care Associate - Team Leader - Wal-Mart Account Support
* Dedicated leader to NCR's Customer Service Team on the account that provided e
fficient quality service. Supervisor for shifts that were in need of immediate
attention and reconstruction in order to ensure quality service for all internal
teams and the customer. Worked in the customer's global headquarters while han
dling face to face escalations, high profile calls, and the customer's managemen
t in a manner that exceeded the customer's expectations of service