SEAN P. OWEN
Oakdale,NY
Summary
As a Senior Operations Director and service leader with over 20 years of management experience specializing in process, automation, customer success, technical support, and continuous improvement. With an established track record that showcases successful design and execution of strategies across start-up environments in various sectors. Sean's leadership in operations is defined by a unique blend of technical skills, communication, strategic planning, and a customer-focused approach, consistently propelling businesses toward their objectives.
Accomplishments
- Established a new US subsidiary from the ground up that generated 20% of global income within 3 years.
- Filed for and received $250K PPP loans later received 100% forgiveness, preventing layoffs.
- Created new training and service products that resulted in an additional $5M in annual revenue.
- Planned and initiated an annual SaaS licensing package that boosted annual upgrade sales by 30%.
- Opened and staffed a new sales and service office in Texas, established 3 remote international locations.
Skills
- Strategic Planning & Execution
- IT & Infrastructure
- International Sales & Channel Management
- Change Management
- Consultative Sales
- Contracts & Negotiation
- Customer Support, Service & Training
- Engineering, Design & Manufacturing
- Resource Planning, Reporting, and Forecasting
- Strategic Partnerships
- Relationship Management
- Cost / Budget Analysis
- Employee Mentoring, Training
- Leadership
Overview
18
18
years of professional experience
Timeline
Director of Project Operations
Gilbert Corporation
04.2022 - Current
Director of Operations
vhf Inc
02.2017 - 03.2022
Director Of Support & Service
vhf Inc
07.2016 - 01.2017
COO Chief Operations Officer
BobCAD-CAM Inc
01.2012 - 06.2016
Director Of Sales & Marketing
BobCAD-CAM Inc
01.2009 - 11.2011
Director Of Support & Service
BobCAD-CAM Inc
01.2006 - 11.2008
Certification Program - Drafting And Interior Design
Queens College of The City University of New York
Work History
Director of Project Operations
Gilbert Corporation
04.2022 - Current
- Implemented Smartsheet software for project management, resource allocation, and reporting, resulting in increased project transparency and efficiency of 35%.
- Improved drafting department's accuracy and consistency by 15% by incorporating standardized construction drawing protocols and providing training.
- Automated project and sales reporting using Salesforce eliminating requirements to need to manually generate reports, resulting in weekly savings of 16 hours.
- Created processes for incoming goods inspection that reduced manufacturing delays by 20%.
Director of Operations
vhf Inc
02.2017 - 03.2022
- Established Dental CNC Machine annual revenue of $5M in the first year in service-based direct end-user sales and over $12M by the end of 2nd year by establishing, supporting, training, and coaching 5 new US and Canadian reseller teams.
- Successfully managed integrations of a new CRM and helpdesk system, ensuring minimal disruption to daily operations and enabling improved visibility and coordination across departments.
- Staffed and planned daily activities for 6 departments, including technical support, repair, customer service, warehousing logistics, finance, and sales.
- Managed P&L in accordance with business objectives.
- Exceeded annual targeted growth goals by over 100% by establishing formalized onboarding, coaching & performance management.
- Lowered shipping lead times by 30% and freight costs by 20% through negotiation and by enhancing import/export logistics processes.
- Write employee handbooks, and ensure 100% HR compliance.
- Set up QuickBooks, handled bookkeeping, filed state taxes, and monitored and registered for state taxes where Annex thresholds were reached.
- Comply with COVID-19 regulations as an essential medical supply business.
- Collaborated with lawyers to ensure watertight and legal warranty, privacy, and return policies.
- Coordinated and managed, and prepared all trade show attendance 3-4 times annually.
- Planned and executed open-house sales events and conferences, resulting in an increase in sales lead generation.
- Developed e-commerce platform to enable customer direct sales of tooling, resulting in an 40% increase of tooling sales.
- Integrated Wordpress, Woocommerce, Quickbooks and SouMatrix ERP utilizing plugins and APIs to eliminate duplicate data entry and database maintenance.
Director Of Support & Service
vhf Inc
07.2016 - 01.2017
- Documented and refined SOPs for customer support and troubleshooting, resulting in a 20% increase in issue resolution time.
- Implemented service level agreements (SLAs) and key performance indicators (KPIs) to monitor and improve support team performance, resulting in a 25% improvement in average response times and adherence to service targets.
- Developed and executed customer satisfaction surveys, gathering valuable insights that led to the identification of pain points and the implementation of process improvements, resulting in a 10% increase in customer satisfaction scores.
- Oversaw the creation and implementation of a proactive customer outreach program, resulting in a 15% reduction in customer churn and increased customer loyalty.
- Streamlined support processes by introducing a knowledge base and self-service options, reducing average response times by 30% and improving overall customer support efficiency.
COO Chief Operations Officer
BobCAD-CAM Inc
01.2012 - 06.2016
- Transferred and updated existing Infrastructure to cloud-based servers improving reliability to 99.9% while cutting operating costs by 50%.
- Developed and nurtured strategic partnerships and alliances with CNC machine and tooling manufacturers, resulting in increased market reach, strategic collaborations, and revenue growth opportunities.
- Opened a new office in Houston, TX, and recruited 4 remote employees working in various countries resulting in a new office in Houston, TX, and several remote employees working in various countries resulting in a 20% increase in market penetration and revenue growth.
Director Of Sales & Marketing
BobCAD-CAM Inc
01.2009 - 11.2011
- Maintained Steady Growth of over 50% in CAD/CAM software sales for 3 consecutive years.
- Reduced customer acquisition costs by 25% through analysis and improvement of keyword campaigns, marketing automation, and A|B testing.
- Developed and managed a high-performing sales and marketing team, fostering a culture of achievement and exceeding sales targets while maintaining a focus on customer satisfaction.
- Introduced pipeline management tools, resulting in improved sales efficiency, better pipeline management, and increased team collaboration.
- Implemented sales training and development programs, raising average sales deals by 30% in deal size and 20% in closing ratio.
- Led the development of multiple e-commerce platforms to expand product offerings and increased passive revenues by 20%.
- Integrated Wordpress, Quickbooks, and custom ERP utilizing plugins and APIs to eliminate duplicate data entry and database maintenance.
Director Of Support & Service
BobCAD-CAM Inc
01.2006 - 11.2008
- Designed and executed customer onboarding process, yielding 30% higher customer adoption rates.
- Developed and maintained SLA standards and implemented measurements and processes for 98% customer retention and satisfaction.
- Planned and executed open-house sales events and conferences, resulting in increased sales lead generation.
- Streamlined CAD/CAM post-processor creation, reducing development time by 60%.
- Created online LMS certification courses, raising customer satisfaction rates by 15%.
Education
Certification Program - Drafting And Interior Design
Queens College of The City University of New York
Flushing, NY03.1999
Affiliations
Chairman, IT Advisory Board Saint Pete PTEC College.
Consultant, Winter Springs Elementary STEM program.
Additional Information
- Motivational Leadership
- Change Management
- Risk Management
- Consultative Sales - Sandler Sales System
- P&L Management, Budgeting
- Project Management
- CRM, ERP, LMS, Helpdesk Systems
- Customer Experience
- Employee Performance and Human Resources
- AutoCAD, Solidworks, Inventor, CAD/CAM & G-Code
- Excel, Project, Visio, VBA - Microsoft Certified
- KPI Performance
- SQL, PHP, HTML
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