Kenneth J.

Waldhof
236 Park Avenue W
Westbury, NY 11590
516-876-8734
kwbc596e@westpost.net

Summary:
A proven team leader, coach and mentor with a history of achieving positive resu
lts in the areas of client services, telecommunications and IT, customer service
, contract management, and process improvement. Experienced directing new and c
omplex projects, initiatives and under performing areas creating profitable, pro
ductive, and customer focused operations impacting top line sales and bottom lin
e financials. Bring success as a strong and effective communicator, one who earn
s respect and confidence of clients, stakeholders, and service partners, while c
ommitted to meeting goals and objectives.
Experience:
ST. JOHN'S UNIVERSITY: Queens, NY April 1997 to June 2010
Executive Director - Contract and Client Services
Established this Auxiliary Services Division in 2001 to manage and direct contra
ct services and operations. Responsible for customer satisfaction, identifying
and generating new revenue opportunities through new products and services toget
her with facility and fiscal management for this Division generating $26 million
in sales annually from 11 telecommunication sites, 13 dining venues, catering o
perations, 2 bookstores, and 12 laundry sites supported by 300 staff.
* Executed and managed multiple RFP processes for a diverse portfolio of operati
ons and contracts
* Negotiated multiple contracts and relationships with telecommunication carrier
s and services
* Managed the installation of cell sites and telecommunication services on three
campuses
* Transitioned dining and bookstore operations achieving increased revenues and
customer satisfaction
* Transitioned exclusive beverage contract provider increasing student and custo
mer satisfaction
* Identified and introduced new revenue opportunities producing over $250,000 in
annual revenues
* Directed marketing and promotion efforts utilizing internal and external resou
rces
* Responsible for facility services; housekeeping, maintenance, and upgrades
* Prepared and presented management reports; budgets, sales, traffic and staff p
roductivity
* Established protocol for procurement of capital equipment and supplies
* Led the selection and procurement process for enhanced technologies; POS, Smar
t Card, Access
* Established 7 new retail dining locations on three campuses managing their con
struction and build out
* Managed the Facilities Services and new construction projects of all facilitie
s under management
* Established and managed customer assessment programs through surveys, advisory
committees and customer and client relationships
* Liaison to internal and external clients and service partners
Executive Director - Planning and Business Development
This position was responsible for assessing, identifying and developing business
and revenue opportunities for the newly acquired 175 acre Campus in Eastern Lon
g Island.
* Researched, identified and presented new business development opportunities an
d alliances including an Executive Conference Center, a Business Incubator site,
together with academic programs and residential housing.
* Facilitated benchmark studies to assess feasibility and potential for developm
ent opportunities
* Directed the conducting of environmental studies for the property
* Managed property and facility assessments and improvements
* Identified the opportunity for and coordinated the start up of new academic pr
ograms through the Office of the Provost and Academic Deans
* Established relationships with Islip Town Planning and Suffolk County Executiv
e Offices, Long Island Association, LISTnet, AITP to assess development options
and needs on Long Island
Director - Client Services - Information Technology and Enrollment Management
Directed Information Technology client services; desktop services, hardware and
software upgrades, maintenance and service, telecommunications services, and fac
ulty and staff computer software training. Established and directed the Univers
ity Call Center operations to support Enrollment Services areas; Admissions, Reg
istrar, Bursar and Financial Aid and general inquiries and operator services.
* Increased technical support team productivity through performance assessment a
nd the introduction of more efficient dispatch and communications tools
* Implemented new service procedures enhancing the quality and level of customer
satisfaction
* Coordinated efforts with Network Director to insure services were rendered tim
ely & efficiently
* Directed distribution and inventory management of new computer hardware and so
ftware upgrades
* Information Technology liaison for client issues, needs and requirements for 2
500+ users
* Enhanced communications with University community positively impacting IT imag
e
* Trained IT and University department staff in customer service technique and e
tiquette
* Established and Directed the University Call Center
o Drafted the Business Plan supporting its implementation and start up
o Identified and procured required technologies; telephony, computers, CTI, IVR,
ACD
o Developed job descriptions, responsibilities and procedures
o Hired staff and managers
* Established a team of service ambassadors to assist students & guests as an ex
tension of the Call Center - draft Process and Procedures for day-to-day operati
ons & event support
TOURNEAU WATCH COMPANY: New York, NY 1992 to 19
97
National Director - Service and Accessory Sales and Operations
Directed service operations for this national luxury watch & jewelry retailer; w
atch repair, accessory sales for in-store and service center operations. Direct
ed new store service operation set up and start ups, inventory management system
and protocol. This division grew its revenues two-fold over a five year period
through the introduction of performance measurement tools, staff training and d
evelopment and new marketing and service performance and sales associate incenti
ve initiatives.
* Produced double-digit sales percentage increases annually
* Initiated marketing programs for Service & Accessory division attracting new b
usiness and revenues
* Established merchandising presentation and display standards contributing to s
ales growth
* Established inbound/outbound call center operations enhancing sales and servic
e performance
* Implemented service tracking system improving service delivery time and custom
er satisfaction
* Designed and implemented inventory control policy and procedures
* Generated management productivity reports; sales, customer traffic and staff p
roductivity
* Developed and implemented service training programs for new and tenured staff
* Managed relationships with manufacturers and external service partners, and su
ppliers
* Negotiated service contracts and equipment purchase agreements
SEAMAN FURNITURE COMPANY, INC.: Long Island, NY
Director of Operations 1984 to 1992
Directed all customer service, in-home delivery and warehouse support operations
for this $350 million furniture retailer with 35 stores and 7 warehouse and del
ivery centers in the Northeast.
* Directed Call Center operations with annual incoming call volume in excess of
500,000 calls
* Directed efforts corresponding to customer satisfaction; root cause analysis a
nd corporate image as viewed by State and local agencies; BBB, Consumer Affairs,
etc.
* Managed division of 135 management and staff personnel
* Created and directed customer assessment tools to measure service quality and
effectiveness
* Developed and directed start up programs, operating procedures and production
standards for new warehouse and distribution centers in excess of one million sq
uare feet
* Managed customer in-home service operations with outsourced furniture repair c
ontractors
* Introduced service contractor incentive programs contributing to increased cus
tomer satisfaction and decreased service repair costs
* Managed the down-sizing of staff and operations

Customer Service Manager - Call Center and Service Administration and Operations
Directed corporate customer service call center and service support operations.
Achieved increased customer satisfaction through process improvement initiative
s decreasing talk times while increasing Agent productivity. Promoted to manage
this under-performing area to effect change and improvement which was successfu
lly completed in the first six months of this new assignment.
* Managed staff of 100 plus associates and supervisors in a call center environm
ent
* Managed inbound/outbound call center operations serving 1200 to 1500 callers d
aily
* Increased agent productivity by reducing talk times, increasing answered calls
per hour by 60%, contributing to decreased "800" line expense
* Directed in-home service contractor scheduling and performance reviews
* Developed and implemented customer service and clerical support training progr
ams
* Developed and implemented staff and contractor incentive programs resulting in
increased productivity, enhanced service quality and customer satisfaction
* Recipient of BBB Award for Corporate Service Excellence
Delivery Operations Manager
Managed delivery operations; scheduling, routing procedures, document processing
control for 1000+ customer deliveries daily via seven warehouse and distributio
n centers
* Managed staff of 35 clerical and administrative staff, one assistant manager a
nd two supervisors
* Established an in-house customer support phone operation serving to 800 calls
daily
* Developed and implement system enhancements and management reports on agent pr
oductivity
* Managed delivery dispatch operations for warehouse and delivery contractors
* Managed contractor performance with outsourced delivery contractors and wareho
use management
MACY'S NEW YORK: Queens, NY 1982 to 1984
Division Head - Warehouse and Distribution Center
Managed a variety of Distribution Center operational areas for this national ret
ailer and was responsible for effecting process improvements and worker producti
vity efficiencies in receiving, stocking and customer delivery areas in this 400
,000 s.f. distribution center.
* Supervised customer delivery, warehouse receiving, delivery check-in and drive
r dispatch
* Directed Inter-Store merchandise transfer operation; encompassing warehousing
and tractor trailer fleet operations for Macy's Northeast chain stores
* Supervised receiving and stock operations for furniture and non-furniture big
ticket merchandise
EDUCATION:
B.S. Business Administration Double Major - Management & Marketing, Minor in Eco
nomics
Long Island University - C.W. Post College
PROFESSIONAL AND BUSINESS AFFILIATIONS:
* NACAS National Association of College Auxiliary Services
* NACUFS National Association of College & University Food Services
* NACS National Association of College Stores
* LISTnet Long Island Software Technology Network
* SOCAP Society of Consumer Affairs Professionals
* ASTD American Society of Training and Development
ORGANIZATIONAL AND SOCIAL AFFILIATIONS:
* Member of the Freeport Volunteer Fire Department - Fireman's Benevolent Associ
ation
* Parents Association President - St. Brigid Our Lady of Hope Regional School
* Board Member & Perennial Coach - Westbury Little League