Summary
Overview
Work History
Education
Skills
Accomplishments
Professional Skills Summary
Languages
Timeline

J. Michael Talentino

Twinsburg,Ohio

Summary

Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.

Overview

24
24
years of professional experience

Work History

Manager, Customer Experience

Greenbridge (formerly Polychem)
10.2020 - 02.2024
  • Implemented high performance team strategies for customer service team of 20 USA and international personnel
  • Improved Order Entry and Quote span performance by 50% using service strategies for premier direct customers and distributors
  • Increase customer service training and service skill proficiency using metric-based strategies and process improvement methods
  • Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds.
  • Reduced caller wait-times by 50% through call center phone system redesign and install with RING CENTRAL
  • Implemented JDE 9.2 order management configuration for optimal fulfillment resulting in 95% On Time Delivery scores
  • Implemented innovative marketing campaigns that boosted brand awareness and generated significant sales leads.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Cultivated partnerships with external stakeholders to maximize business opportunities and extend network reach within the industry sector.
  • Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
  • Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
  • Launched a cultural program of dedicated customer experience focus by conducting weekly team improvement sessions, metric improvement workshops, lively work sessions on virtues and practical skills, focusing on compassion, trust, wisdom, and courage
  • Implemented systems enhancements in ORACLE JDE order Management, Pricing processing, Sales reporting to reduce order entry time by 15%
  • Streamlined Order Management through shipping efficiencies using KUEBIX, realized 25% increase in shipping on time and complete orders
  • Implemented SalesForce CRM functionality for customer credit and quality service.

Manager, Customer Experience

Parker Hannifin
01.2013 - 01.2020
  • Led a team of 15 customer service and administrative personnel in $600M division
  • Responsible for service strategies for premier customers and distributors
  • Managed cross-functional teams to focus and drive service level improvement
  • Reduced caller wait-times by 50% through phone system redesign
  • Launched a culture of obsession for customer service by conducting weekly team improvement metric reviews, lively work sessions on virtues and practical skills, focusing on compassion, trust, wisdom, and courage
  • Boosted Customer Experience scores by 50% year over year by implementing structured training programs for communicating with customers
  • Slashed abandoned calls from 8% to 1% over 3 months through enhanced call-center systems and reports using OPEN SCAPE across multiple locations.

Technical Resource Manager

Parker Hannifin, Distribution Systems, Global Order Management
01.2006 - 01.2013
  • Managed 5 programmers and analysts on implementation team for Order Management and Pricing Analytics Suite for customer-facing activities
  • Reduced implementation cycle by 50% through data validation processes
  • Developed and implemented custom Train-the-Trainer programs for rapid deployment of pilot locations
  • Improved pricing margins by 25-50% in first year of operation for new locations.

Senior Manager, Retail advertising and Marketing Systems

OfficeMax, Inc
01.2000 - 01.2006
  • Managed 8 workers in customer-focused Retail Marketing and Advertising systems department for over 1000 retail stores and online customers
  • Overhauled entire marketing and customer-facing processes to a system-based approach, realized $350k in savings after 1 year of automation and in-house production
  • Launched OfficeMax ecommerce automated systems, achieving sales growth of Increased sales to $1 million dollar level in first year.

Education

MBA - Business Administration

Case Western Reserve University, Weatherhead School of Management, Cleveland, Ohio
05.2013

Expert Level Emotional Intelligence course work

Partnership with Disney Institute for high performing teams and Appreciative Inquiry.

Bachelor of Science - Management Information Systems

Carnegie Mellon University, Pittsburgh, Pennsylvania
05.1987

Skills

  • Staff Development
  • Operations Management
  • Expense Tracking
  • Performance Management
  • Strategic Planning
  • Business Development
  • Contract Management
  • Workforce Management
  • Performance Evaluations
  • Expectation setting
  • Key Performance Indicators / Scorecard reporting
  • Schedule Preparation
  • Verbal and written communication
  • Customer Relationship Management (CRM)
  • Project Management
  • Product Management
  • Cross-Functional Teamwork
  • Business Planning
  • Team Leadership
  • Staff Training and Development
  • Process Improvement
  • Customer Service
  • Written Communication
  • Relationship Building
  • Continuous Improvement
  • Negotiation and Conflict Resolution
  • Analytical Skills
  • Marketing

Accomplishments

  • Developed passion for customer care throughout the organization.
  • Installed call center solutions handling 5500 monthly calls using 22 agents across 3 US locations
  • Slashed abandoned call rate from 8% to 1% in 3-month time frame
  • Increased customer service agent ratings from 70% to 95% through training and recorded phone interactions
  • Implemented Live chat system for web-based chat across organization
  • Increased likelihood to recommend scores by 80% over 6 months
  • Implemented Siebel and Oracle CRM engagement cloud applications for customer communication and issue resolution

Professional Skills Summary

Customer Experience Management, Customer Service Training, Loyalty Score improvement, IT software integration and system implementations Experience in manufacturing, retail, and warehouse environments Supply chain analysis, with Customer service focus Obsession with customer satisfaction in all customer-facing activities Information systems customer-facing processes Development of team leadership, proficiency in meeting project milestones through Lean and high-performance teams Appreciative Inquiry, team-building effectiveness for problem-solving Customer-facing conflict resolution, analytical, conceptual solutions SAP Order Management, RING Central, TABLEAU, Salesforce, ORACLE JDE, SIEBEL, Conexiom order entry automation

Languages

Spanish
Professional Working

Timeline

Manager, Customer Experience - Greenbridge (formerly Polychem)
10.2020 - 02.2024
Manager, Customer Experience - Parker Hannifin
01.2013 - 01.2020
Technical Resource Manager - Parker Hannifin, Distribution Systems, Global Order Management
01.2006 - 01.2013
Senior Manager, Retail advertising and Marketing Systems - OfficeMax, Inc
01.2000 - 01.2006
Case Western Reserve University, Weatherhead School of Management - MBA, Business Administration
Carnegie Mellon University - Bachelor of Science, Management Information Systems

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J. Michael Talentino