Director of Customer Service Resume

Desired Industry: Customer Service/Technical Support	SpiderID: 5068
Desired Job Location: Dallas, Texas	Date Posted: 1/24/2006
Type of Position: Full-Time Permanent	Availability Date: 2/10/06
Desired Wage: 85000
	U.S. Work Authorization: Yes
Job Level: Management (Manager, Director)	Willing to Travel: Yes, Less Than 25%
Highest Degree Attained: Bachelors	Willing to Relocate: Yes

Objective:
Looking to lead progressive, people orientated, and growing companies to higher success levels

Experience:
Reliable Solution Implementer, with Proven Management and Leadership Skills

Experienced in Start-Up, Small, Large, Turnaround, and International Companies, P & L Experience, Strategic Analysis & Process Improvements, General, Quality, and Operations Management Expertise

Education:
BA - Trenton State College, Trenton, NJ – Major: Chemistry; Minor: Education

AA - Burlington County College, Pemberton, NJ

Skills:
* More than 17 years of building strong and loyal client bases with both internal and external customers,
resulting in double-digit growth in market share and revenue;
* More than 24 years recruiting, managing, and motivating personnel, identifying critical path procedural
issues and successfully implementing short and long term strategic solutions;
* Strong financial management skills, including: 24 yrs of cost budgets, 11 yrs of sales budgets (including accurate forecasting), and over 8 yrs of full P&L experience;
* Authored 6 sales training programs, 4 product brochures, and 2 magazine articles
* Excellent project management, communication, and (group) presentation skills;
* Proficient in MS Office Suite, Access, SAP, and ACT

Additional Information:
What Woody can do for you

People Improvements
* Analyze, Evaluate, & Measure Individual and Team Performance
* Motivate People to Improve* Hire and if necessary, separate employees
* Create/Improve Teamwork
* Create/Implement Meaningful Training Programs

Process Improvements
* Analyze, Evaluate, Measure Process Workflow
* Implement Process Improvements

Past Solutions Implemented
* Created and implemented customer order tracking system, increased customer retention by 34% for major manufacturing company.
* Redefined, documented, and implemented escalation procedures for customer problems, decreasing resolution time by 67%.
* Reengineered the order entry process achieving a 27% increase in productivity and an 83% decrease in errors.

Reference:
"Woody's innovative, timely, and comprehensive solutions to our application problems won our business. I came to depend on Woody, both in the business world and as a friend." - Bobby Arbuthnot, Wafer Fabrication Equipment Engineering at Texas Instruments

"It's been my pleasure to know and work with Woody in a variety of situations for over 15 yrs. If Woody, said he was going to do something, I didn't have to think about it anymore, I knew he would make it happen."- Jerry McMahan, Service Manager at Kashiyama-USA, Inc.

"In the 20 yrs I've known Woody, I was his direct report in three business situations, and he's been my direct report in two other business situations. Woody is always the consummate customer advocate. He repeatedly devised and implemented procedures, policies, and matrix performance measurements that improved customer retention and lowered the number of serious issues. His training programs have proven to be excellent, shortening the time it takes to get new people productive. Whenever I need help, Woody is there, he's there with the best solution." - Don Travis, VP of Sales & Marketing at Penco Products, Inc.

"Woody's customer-centric approach to management and operations creates a huge, strategic advantage. Rarely have I seen someone who can combine operational theory with in-the-trenches management so well. Getting the respect of both the people you manage and those who manage you is impressive enough; doing so while boosting real, measurable results? Well, that's the hat trick of customer service!" - Greg Brooks, Principle at West-Third Group

"Woody is very professional, tireless, and hardworking. He will prove to be an asset to any organization looking to restructure or operate in a more efficient manner." - Peter Andritsakis, District Sales Manager at Penco Products, Inc.

Candidate Contact Information:

Name: Woody Farrow
Street: -	Phone: 972-548-1380
City: McKinney	Fax: -
State: Texas
Zip: -
Web Site: