Randy Molina

• Started up new representation of manufacturer
• Provided technical/application/sales support to Regional Sales Managers, Engineers, Distributors, and End Users
• Created project quotes to Distributors
• Provided custom lighting designs by utilizing AGi32 software.
• Provided exceptional customer service, addressing technical inquiries and resolving issues promptly.
• Developed strong relationships with key industry players, enhancing company reputation and market presence.
• Maintained up-to-date expertise in industry trends and competitor offerings, ensuring competitive edge in negotiations.
• Collaborated with customers and asked questions to assess needs and budgets.
• Continuously improved personal knowledge of evolving technologies through self-directed learning initiatives.
• Championed new product lines by educating customers on features, advantages, and applications relevant to their businesses.
• Used Salesforce.com to maintain company database with essential account and sales information.

• Manage application engineers, customer care roles, and Field Service Supervisors/Managers, who oversee field service personnel
• Responsibilities include training employees; planning, assigning and directing work; appraising performance; addressing complaints, anticipating and resolving problems related to customer needs and expectations
• Responsible for management and development of Field Service Supervisors/Managers including oversight of their development of their direct reports
• Oversees handling of inbound calls from domestic and international customers, sales reps, and regional managers
• Manage and communicate lead time on products, expedites, cancellations, and tracking information
• Coordinates with Field Service Quality on handling escalated customer issues
• Coordinate with other departments to provide accurate information to customers, coordinating with planning and production
• May use statistical analysis methodologies, data modeling and forecasting tools to manage the customer care and expectation process
• May deliver formal presentations and other status updates to operations, finance, marketing and sales leaders to assist with short range and long range strategic planning.

Evaluated, developed and implemented policies, processes and procedures to improve departmental efficiency and effectiveness by developing and defining new processes, setting employee goals, creating and managing schedules, and motivating team members to work in an efficient and productive manner

• Supplied standard weekly and monthly results rollup to the executive committee
• Ensured metrics were tracked, analyzed and improvements prioritized
• Worked with executive management to continuously improve the organization’s acceptable levels of service
• Developed and managed consistent metrics for the technical department
• Reviewed performance data, measured productivity, goal achievement, and determined what areas required improvement to ensure attainment of stated goals
• Analyze performance metrics data, leverage it to effectively coach and develop the technical support team in relation to established standards
• Established short and long-term goals and objectives for the call center
• Assisted in the facilitation of training sessions for new employees as well as refresher classes for the technical support center
• Involved in the recruitment and mentorship of staff in the technical support center as well as interviewing and vetting potential employees
• Managed internal/external client satisfaction
• Drove continuous service improvements based on quality metrics and customer feedback
• Monitored and reported trends and anticipate future concerns
• Collaborated as one of the leads of the Legrand North America Services team in activities such as Kaizen projects or AIPs in order to improve efficiency and communication within the Legrand organization
• Oversaw product complaint process and communicated quality issues to appropriate internal resources for appropriate corrective action taken
• Participated in the “NPI” New Product Introduction committee
• Evaluating new product prototypes for function and ease of installation
• Provided feedback to Product Managers and engineering team on product gaps or ideas for product design changes, based on customer requests
• 73% improvement in Average Speed Of Answer From 13 minutes to 2 minutes
• 29% reduction in Average Talk Time from 10 minutes to 6 minutes
• 43% improvement in call abandon rate.

• Provided day to day operational leadership, guidance, development and motivation to technical support group to achieve superior results and accomplish overall business objectives
• Work closely with engineering, product management, product marketing, quality and operations
• Member of various committees within WattStopper and other Legrand subsidiaries.

• Single point of contact for WattStopper’s OEM and National Account customers for technical, application and design consultation assistance
• Provided in person product trainings to OEM’s
• Provided on-site support to various customers sites.

• Provided technical/application/sales support for Latin American
• Worked strategically and collaboratively within the Legrand group to develop and build an international sales pipeline and proactively drove new sales growth and revenue
• Increased sales by 60%
• Managed, developed, and implemented product marketing activities to maximize sales.

• Provided technical/application/sales support to Regional Managers, Manufacture’s Representatives, Engineers, Distributors, and End Users
• Provided custom lighting control designs and wiring schematics by utilizing AutoCAD software
• Worked closely with research and development department to exam and evaluate new innovative products before being introduced into the market
• Worked with numerous computer systems and programs.