David Drake

Managed a team of six customer service associates while maintaining high quality, effective customer service for all internal and external TKM US customers. Provided feedback to CS and the Outside Sales team to ensure accurate and timely communication of key information. Monitored programs and procedures to ensure appropriate inventory levels, pricing, on-time delivery and customer satisfaction. Communicated with suppliers to resolve delivery, quality and pricing issues. Assisted customer service representatives, vendors and dealers in troubleshooting situations. Supervised, recruited and trained personnel. Ensured appropriate training and other resources to perform duties and set performance standards for team members. Resolved employee relations issues and took disciplinary actions as needed. Updated customer data using Microsoft CRM. • Saved a consignment account with annual revenue of more than $150,000 by working with the COO and Paper Specialists to negotiate new pricing and inventory levels. • Developed and implemented strategic plans with three to nine-month targets. • Teamed with COO and Industry/Product Specialists, along with the Marketing Department in Germany to redevelop the company’s website (www.tkmus.com). • Developed customer surveys for use by regional sales managers to evaluate customer needs. • Worked with international vendors and local freight forwarders on international imports; monitored shipping costs. • Developed and implemented procedures that increased effectiveness and efficiency of department operation.

Ensured customer satisfaction and transaction accuracy. Contributed customer service information and recommendations to strategic plans and reviews; prepared and completed action plans. Implemented production, productivity, quality and customer-service standards. Completed audits and identified customer service trends to determine needed system improvements. Managed department work flow. Maintained customer contact, visited operational environments and conducted surveys. Implemented benchmarking best practices. Created and distributed monthly sales reports for independent sales representatives and direct sales employees. Recruited, selected, trained and scheduled employees; communicated job expectations, reviewed job performance and determined compensation. • Supported five regional managers and 64 independent sales representatives; directly managed a three-team department (Domestic Customer Service, International Customer Service and Sales Administration) composed of one sales administration manager and up to six customer service employees. • Attended daily production meetings to obtain vital information on inventory updates on back orders; communicated information to customers, employees, regional managers and independent field sales representatives. • Played a key role in the establishment of new accounts in ERP system. • Manage group purchasing (GPO) reporting and international customer service. • Studied, evaluated and re-designing processes; established and communicated service metrics and monitored/analyzed results.

Managed five customer service representatives. Established team operating procedures to ensure efficient operations and maximize employee performance in the areas of issue resolution and quality assurance. Determined staffing levels, workloads and daily priorities. Provided customer service analyses and feedback to managers in support of business objectives. Fielded and resolved escalated customer service issues. Conducted performance reviews and provided leadership and development for staff. Performed new hire orientations, presented company overviews, reviewed job expectations and assisted with on-the-job training. • Oversaw the entire recruitment process, which included screening, interviewing and hiring of new office staff and customer service representatives. • Served as member on the Six Sigma Executive Steering Committee and Safety Committee. • Conducted daily PVD meetings with customer service representatives and accounting staff. • Managed and maintained relationships with more than 700 clients. OFFICE MANAGER (1997 – 2004) • Maintained office computer network for 80+ employees. • Researched, proposed and implemented enhancements to IT infrastructure and procedures. CUSTOMER SERVICE REPRESENTATIVE (1997) • Cultivated 50+ accounts with clients for whom the company initially based its foundation. • Established guidelines and operating procedures that created a significant increase in client base and overall company sales.