Chad Molen

***Remote*** Carry operational responsibility for customers in ensuring a high level of customer satisfaction including de-escalation management. Responsibilities include:

• Compliance with agreed contract contents and SLAs of customers.
• Together with Sales, responsible for strategic and innovative development of, risk management, and profitability of assigned customers.

Responsible for 6 clients + service desk (3) + service delivery managers (2)

• Responsible for 8 clients + service desk team (3 people)
• Led ticket management improvement process
• Trained all service delivery leadership in lean management
• Implemented Jira Service Management ITSM tool
• As acting IT manager rebuilt the entire service desk team and improved the equipment purchasing process (Saving >$10K in 2021)

Responsible for customer service, order management, and pricing (32 people, 3 managers) ensuring an exceptional customer experience.

• Implemented Five9 contact center solution in 3 weeks while all working remote.
• Change Management Lead on Salesforce Sales/Service Cloud project
• Implemented Esker Order Management (SAP connected) achieving -50% avg processing time and "one piece flow" process reducing waste and improving quality
• Team achieved net promoter score of 63.99 vs industry avg of 43

Responsible for directing and leading the Service Center/eBusiness team (12 people).

• Implemented Esker Order Management solution reducing manual order entry by 30%
• Introduced Vendor Managed Inventory VMI to customers increasing revenue through this channel by 46%
• Led department reorganization to improve service level and cross functional collaboration

Chief of staff type role reporting to COO. Responsible for managing and facilitating $40M budget in Supply Chain Operations which consists of purchasing, manufacturing, logistics, and facilities/maintenance.

• Tracked and reported KPI's to COO, executive committee
• Developed and implemented a material management process improving fill rate to 94%
  - Strategic leadership of the Viega:fit production system (Lean). Led over 50 workshops.
  - Leadership of the company S&OP (Sales and Operations Planning) process
  - Frequent travel and project work with colleagues in Germany

Responsible for order fulfillment and contact center for all North American Viega customers. Viega acquired Vanguard Industries in 2005.

• Worked with purchasing, manufacturing, and logistics to reduce backorders by 75%
• Implemented customer complaint management process
• Merged 2 customer service groups together integrating and streamlining all processes and customer policies
• Implemented SAP sales & distribution and Shoretel Enterprise Call Center
• Managed budget of $800K with department of 18 people

Black Belts lead the Six Sigma improvement process, leading, motivating, and influencing project teams to implement the Six Sigma vision.

• Certified in 1 year with project in spares sales saving/generating revenue ~$2M
• Led India offsite to improve opportunities and barriers to entry, succeeded in making new contacts selling two new Hawker 800XP aircraft (~ $30M) with opportunities for $50 – 75M in future growth
• Mapped RFQ process for government business to help improve response time and offering