Eddie Chaffin
Brentwood,TN
Summary
High-energy Sales/Marketing/Operations/Talent Acquisition and customer-focused Senior Manager, offering 34+ years of professional experience. Highly effective at facilitating communication between different areas to maximize team and business success. Accomplished in building solid business relationships and leading teams in business development initiatives. A results-driven individual, with big picture focus and a well-earned reputation for exceeding expectations. Outstanding communicator at all levels.
Overview
34
34
years of professional experience
Work History
Senior Manager - Leadership & Teammate Development
Bridgestone Americas Inc.
NASHVILLE, Tennessee
08.2017 - Current
- Design, develop, facilitate, and manage all aspects of Bridgestone's new hire orientation program, both in virtual environment, and in-person setting.
- Design and facilitate "white-glove" orientation program for Top 25 C-Suite and Upper Level Executives.
- Partner with senior business leaders to build customized learning tracks that support specialized recruitment, development, and career progression for current and future business roles.
- Partner cross-functionally with business units ensuring highest quality program content and acceptance is achieved.
- Coach and mentor program facilitators.
- Collaborate with external business units - organizing, managing, and leading business-based field trips to customers to enhance business acumen across enterprise.
Operations Manager - MyBridgestone Service Center
Bridgestone Americas Inc.
NASHVILLE, TN
04.2011 - 08.2017
- Directed and managed day-to-day operations of 11-member MyBridgestone Service Center focused on servicing 45,000+ Bridgestone teammates, using technology-based solutions.
- Managed all outside vendor contracts and relationships needed to successfully operate Contact Center.
- Researched and implemented telephonic and case management solution to enhance departmental effectiveness.
- Implemented performance metrics tracking and analysis to enhance tactical operations, resulting in an overall improvement of call abandonment rate to less than 5% each day.
- Managed cross-functional communication and execution with Benefits Administration, Payroll, Pension, HRI, and Costa Rica teams.
- Responsible for management of annual $1M cost center budget.
- Accountable for overall motivation, coaching, development, mentoring, and long-term career planning of the Contact Center team.
IT Area Manager - Business Technology Solutions
Bridgestone Americas Inc.
NASHVILLE, TN
02.2009 - 04.2011
- Managed and directed team of 10 Business Architecture resources (Business Relationship Managers & Business Analysts) responsible for delivery and implementation of business process solutions aimed at reducing overall operating costs.
- Collaborated with various division leaders and key team members to define business critical needs to be solved using external market solutions.
- Managed vendor partnerships for outsourcing of business analysts for strategic projects.
- Monitored customer trends, market conditions and competitor actions to adjust strategies and achieve business goals.
Business Relationship Manager-Consumer Tire Sales
Bridgestone Americas Inc.
NASHVILLE, TN
06.2008 - 02.2009
- Managed business relationship between Bridgestone I.T. and sales & marketing group of the Consumer Tire Division.
- Supported execution of 5-year business plan of division, ensuring proper technical solutions were being implemented for growth and sustainability.
- Provided guidance and recommendations to Consumer team on how to better utilize technology to improve business relationships with end customer.
- Managed internal customer expectations with respect to IT solutions - identifying gaps between customer needs and IT capabilities.
- Collaborated with other Business Relationship Managers, senior management, middle management, customers, and teammates to ensure business objectives were being achieved.
- Worked cross-functionally and built partnerships with diverse internal teams such as sales, marketing, finance and operations in efforts to streamline processes.
Business Relationship Manager - Truck Tire Sales
Bridgestone Americas Inc.
NASHVILLE, TN
03.2005 - 06.2008
- Managed overall business relationship between Bridgestone I.T. solutions team and sales & marketing group of the Commercial Truck Tire Division.
- Supported execution of 5-year business plan of division, ensuring proper technical solutions were being implemented for growth and sustainability.
- Provided guidance and recommendations to Commercial team on how to better utilize technology to improve business relationships with the end customer.
- Managed internal customer expectations with respect to IT solutions - identifying gaps between customer needs and IT capabilities.
- Collaborated with other Business Relationship Managers, senior management, middle management, customers, and teammates to ensure business objectives were being achieved.
- Worked cross-functionally and built partnerships with diverse internal teams such as sales, marketing, finance and operations in efforts to streamline processes.
Customer Support Manager - Electronic Commerce
Bridgestone Americas Inc.
NASHVILLE, TN
01.2000 - 02.2005
- Managed operation of 24x7x365 e-Business Customer Support team of teammates and independent contractors servicing dealers, truck stops, and national fleets using internally developed B2B (Business-to-Business) and B2C (Business-to-Consumer) solutions.
- Provided product support to 12,000 end users conducting daily business transactions using Bridgestone-designed solutions.
- Managed and directed quality testing of solutions being developed for external customers before implementation and roll out.
- Managed outsourced team of 5 application testers in India.
- Built strong relationships with field operations to support business development opportunities and improve service levels.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Regional Training Manager - Training & Development
Bridgestone Americas Inc.
NASHVILLE, TN
04.1996 - 01.2000
- Designed, developed, and delivered sales and product training programs for external dealers, fleet customers and internal customer service teams.
- Designed, developed, and facilitated education courses written specifically for Commercial Truck sales representatives.
- Designed, developed, and implemented laptop program for company's sales force.
- Facilitated laptop training sessions on applications and company solutions being used to conduct daily business transactions in sales field.
Territory Manager - Commercial Truck Tire Sales
Bridgestone Americas Inc.
NASHVILLE, TN
03.1990 - 04.1996
- Managed all activities related to selling and distributing Bridgestone / Firestone commercial truck tire products to dealers, truck stops, national fleets, and OEM’s within assigned territory that generated $20,000,000 in annual revenue.
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
- Managed business relationship between key fleet customers and Bridgestone's Engineering group, for testing of new products being introduced into the truck tire market. Territory was on Top-5 company list for testing of new products to be introduced into market. Ryder-Spring Hill, TN location was primary location for many product evaluations.
- Serviced and built business relationships with many Top-50 national TL/LTL fleets, Class-8 truck manufacturers, and trailer companies including: Peterbilt, Kenworth, Volvo, International, Ryder, FedEx, UPS, Ruan, Penske, Great Dane, Trailmobile, Averitt Express, and Kimberly-Clark.
- Achieved unit sales increase of 224% over 6-year period. Earned numerous sales achievement awards and named Bridgestone/Firestone “Salesman of the Year” in 1992.
Marketing Analyst - Off the Road Sales Division
Bridgestone Americas Inc.
Nashville, NC
05.1988 - 03.1990
- Managed forecasting activities related to direct selling of Off-the-Road tires through company's dealer network in North America.
- Assisted OTR sales and marketing in analyzing market needs and trends.
- Managed communication of production needs between United States and Japan.
- Increased brand awareness through targeted initiatives.
- Created business plans and project management plans to define milestones and guide account managers.
- Developed and built strong business relationships with multiple high-value dealers and customers.
- Created documentation outlining research findings for use by project managers, customers and other marketing staff to make accurate decisions about future plans.
Education
BBA - Marketing
Middle Tennessee State University
Murfreesboro, TNSkills
- Program Design / Facilitation
- Product Introduction / Implementation
- Dealer / Customer / Vendor Management
- Sales / Territory Management
- Partnership Management
- Cross-functional collaboration
- Operational planning and execution
- Business requirements analysis
- Staff Management & Team Leadership
- Public Speaking and Instructor Training
- Excellent written and oral communication
Timeline
Senior Manager - Leadership & Teammate Development
Bridgestone Americas Inc.
08.2017 - Current
Operations Manager - MyBridgestone Service Center
Bridgestone Americas Inc.
04.2011 - 08.2017
IT Area Manager - Business Technology Solutions
Bridgestone Americas Inc.
02.2009 - 04.2011
Business Relationship Manager-Consumer Tire Sales
Bridgestone Americas Inc.
06.2008 - 02.2009
Business Relationship Manager - Truck Tire Sales
Bridgestone Americas Inc.
03.2005 - 06.2008
Customer Support Manager - Electronic Commerce
Bridgestone Americas Inc.
01.2000 - 02.2005
Regional Training Manager - Training & Development
Bridgestone Americas Inc.
04.1996 - 01.2000
Territory Manager - Commercial Truck Tire Sales
Bridgestone Americas Inc.
03.1990 - 04.1996
Marketing Analyst - Off the Road Sales Division
Bridgestone Americas Inc.
05.1988 - 03.1990
BBA - Marketing
Middle Tennessee State University
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