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Director Customer Services - Simonton Windows Resume Example

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DIRECTOR CUSTOMER SERVICES - SIMONTON WINDOWS
Executive Profile
Leadership Organization Transformation Financial Management Customer Relations Strategic Planning Process Improvement Acquisition Integration Employee Development System Implementation Call Center Management Human Resources Design Quality Management
Professional Experience
Director Customer Services - Simonton Windows
January 2013 to CurrentPly Gem Holdings, Inc
  • Ply Gem (NYSE: PGEM), is a leading manufacturer of exterior building products in North America.
  • Ply Gem has a comprehensive product line of vinyl siding, designer accents, cellular PVC trim, vinyl fencing, stone veneer and windows and doors.
  • Simonton Windows is a vertically integrated, vinyl window manufacturer, who offers custom product, nationally, with seven days of order.
  • Simonton has consistently been ranked a leader in the J.D.
  • Powers Window and Patio Doors Satisfaction StudySM and is known for exceptional quality and service.
Sales Service
January 2009 to January 2013Columbus, OH
  • Managing industry leading pre and post sales customer services teams.
  • Providing care to distributors, contractors and consumers via a network of location based and remote call centers.
  • Driving strategies to enhance customer care, through increased social media engagement, web presence, and customer profiling.
  • Developing revenue enhancement strategies in conjunction with Sales and Marketing Leadership.
  • Creating new revenue streams by offering services for hire and parts upgrades.
  • Managing budget of over $15 million.
  • Maintaining previous staffing levels against 11% increase in revenue and post sales activities.
  • Managing sales introductions of new product launches and enhancement introductions.
  • Spearheading cross-functional initiative to create a "voice of customer" quality reporting and measurement system.
  • Fortune Brands Home and Security Fortune Brands Home and Security (NYSE: FBHS) is a manufacturer and supplier of home and security products.
  • Premium FBHS brands include Moen faucets, MasterBrand cabinets, Therma-Tru doors and Master Lock security products.
  • Director Post - Simonton Windows Accepted career broadening challenge to develop and direct strategies to address changing market needs for post sales support of custom manufactured vinyl windows and doors.
  • Consolidated facility-based field service teams; branded transformed team as "Service Solutions".
  • Incorporated web presence to provide technical assistance, included "How-to-Videos".
  • Created remote call center to manage +200 technical calls per day.
  • Generated operational savings of $2 million, while maintaining high service levels.
  • Implemented new software to enable warranty claims management - "Oracle CRM On-Demand".
  • Formed strategic relationships with service providers to support $1 million contracted field services budget.
  • Provided design input to product refinement and development teams.
Director Human Resources
January 2007 to January 2009Simonton Windows - Parkersburg, WV
  • Led the field human resources team in the delivery of associate relations, compensation structures, talent management, benefits administration, and compliance management to the manufacturing facilities.
  • Provided corporate operations team with human resources support and managed the HRIS/Payroll staff.
  • Designed and implemented updated strategic $20 million compensation structure for hourly associates.
  • Designed and implemented salary grade system.
  • Assumed leadership role in final stages of implementation of new HRIS/Payroll system; redesigned the general ledger reporting tool to support finance; restructured numerous portions of the system to allow for proper bi-directional reporting; established strategy to grow system.
  • Launched associate survey process; created cross-functional project teams to develop supporting actions Represented Simonton on Fortune Brands' Diversity Council and INSIGHT Women's Leadership Conference steering committee.
  • Simonton Building Products, Inc Simonton Building Products was an entrepreneurial manufacturer of custom vinyl windows.
  • Simonton blended superb service and high quality manufacturing capability to fuel a 14 year growth path from one to seven operating facilities; 200 to 2,700 associates, and operating income from $3 million to over $65 million.
  • Purchased by Fortune Brands in 2006.
Director Human Resources
January 1991 to January 2007
  • Established Human Resources department for custom manufacturing firm.
  • Grew staff from 3 to 35 associates to manage employee relations, talent development, compensation, benefits, safety, compliance, payroll, and community relations.
  • Led human resources planning for six green field manufacturing plant start -ups and four acquisitions.
  • Directed site selection effort for three of the manufacturing facilities.
  • Implemented new payroll system, Microsoft Dynamics.
  • Designed strategic $93 million total rewards structure, including pay, benefits and incentives.
  • Directed aggressive strategies to grow and develop national employment base from from 200 to over 2,700 associates.
  • Developed initial business dashboards for labor, sales, units, quality and delivery to support strategic growth plans.
  • Initiated talent management framework, including nationally recognized management training program - "Simonton University Leadership Challenge".
  • Guided response to external union organization attempt by U.S.Steelworkers; union withdrew petition.
Education
Master of Science : Industrial and Labor RelationsWest Virginia University - Morgantown, WVIndustrial and Labor Relations
Bachelor of Science : Business AdministrationWest Virginia University - Morgantown, WVBusiness Administration
Skills
acquisitions, benefits, benefits administration, budget, bi, call center, community relations, compliance management, Council, customer services, customer care, delivery, Doors, Driving, employee relations, finance, functional, general ledger, HRIS, Human Resources, Leadership, Director, Managing, management training, market, Marketing, Microsoft Dynamics, Windows, Window, network, Oracle CRM, Payroll, quality, reporting, safety, Sales, sales support, staffing, strategy, strategic, technical assistance, upgrades
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Resume Overview

Companies Worked For:

  • Ply Gem Holdings, Inc
  • Simonton Windows

School Attended

  • West Virginia University

Job Titles Held:

  • Director Customer Services - Simonton Windows
  • Sales Service
  • Director Human Resources

Degrees

  • Master of Science : Industrial and Labor Relations
    Bachelor of Science : Business Administration

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