Tony K. Keesee
|
1334
Barclay Drive
Carrollton, Texas 750007
|
972-939-2542
keesee@directlink.net
|
Director of Customer Relations
Seasoned Customer Relations Director successful in leading departments to
new levels of performance. Strong leader and motivator with
proven techniques managing and directing highly successful teams. Flexible team player, strong coach and excellent communicator.
EXPERTISE
§
Exceeding
Customer Expectations - My teams
consistently determine the customer's expectations and strive to continually
exceed those expectations.
§
Motivating
Employees - Using my employee
training techniques, my team members enjoy working in my departments. My team's
burnout and dropout rate is significantly lower than industry averages.
§
Building Business
Partnerships - I teach my teams that
our customers are business partners. We strive to build strong, lasting
relationships with each one.
§
Be The Solution - My leadership and training programs teach my teams how to
effectively and proactively assure that the customer is astounded by the
service they receive.
PROFESSIONAL EXPERIENCE
§
Reduced
operating costs and errors by over 40% by implementing sound processes and
procedures.
§
Improved
customer satisfaction from being an available vendor to being the vendor of
choice within my first nine months of employment.
§
Saved $5M in
costs by managing warehouse stocking requirements.
§
Responsible
for the budget of a $500K department.
§
Decreased customer’s order processing cycle from
2-4 weeks to 1-2 days by leading a project team that created a web-based
program that integrated with the customer’s Order Management system.
§
Generated $7.5M in additional revenue by
developing accurate inventory management programs for the customers.
Director of Customer Care
Built and managed the
Customer Care and product training teams from the ground up.
§
Achieved departmental staff and implementation
goals 40% below budget.
§
Implemented a web-based CRM application that
integrated with an online ordering and credit card verification system.
§
Developed measurement and tracking procedures
and reported findings to senior management.
§
Worked closely with the Development team
regarding product enhancement and testing.
§
Conducted on-site training sessions with
end-users.
Director of Customer Service
Led the
Customer Service department for several WAVO product lines.
§
Created best in business Customer Service and
Operations departments, per customer comments.
§
Developed measurement and tracking procedures
and presented to senior management.
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Directly responsible for more than $50M in the
renewal of accounts.
§
Developed training programs that were used by
the Customer Service and Sales groups.
§
Responsible for setting and monitoring service
levels and productivity targets.
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Responsible for maintaining a $750K budget.
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Key member in the testing of new products and
enhancements.
§
Developed and maintained service programs with
international partnerships.
Director of Client Relations
Responsible
for the management of the Technical Support, Documentation and Training departments
and the relationships between the company and the end-users, dealers and
national trainers.
§
Increased the productivity and profitability of
the Support department by over 150%.
§
Responsible for setting and monitoring service
levels and productivity targets.
§
Increased company’s profits by over 40% yearly
by developing and implementing a software maintenance program.
§
Added additional profits to the company by being
a key member in the creation and maintenance of TVG’s private label forms
division.
EDUCATION AND PROFESSIONAL DEVELOPMENT
BBA, Angelo State University (1987), Business Management with supporting concentration
in Industrial Psychology
Excellent computer skills including MS Word, Excel,
PowerPoint, Outlook and other Office applications, Internet applications, HTML
and CRM applications
