About this Candidate
DAVRON CV: Candidate 1962874
CUSTOMER SERVICE OPERATIONS LEADER | ORDER-TO-CASH | MANUFACTURING & ERP
Core Expertise
- Leading customer service operations in manufacturing, overseeing order-to-cash and distributor management.
- Building and coaching teams up to 40 through training, performance management, and development programs.
- Designing and implementing SOPs, workflows, and continuous improvements to boost accuracy and efficiency.
- Managing escalations and complaint resolution with cross-functional collaboration across production, quality, and sales.
- Analyzing customer feedback and metrics to drive strategy and present data-driven insights to executives.
Project Background
- Established customer service function for a manufacturing site, defining SOPs, KPIs, and training from inception.
- Launched telemarketing and full-service customer concierge teams to expand lead generation and improve retention.
- Implemented order-to-cash controls and AR procedures, improving collections and invoice accuracy across distributors.
- Developed compensation plans and inside-sales initiatives that produced 3–10% annual consumable revenue growth.
- Managed national and international distributor relationships as primary liaison for high-value and complex accounts.
- Prepared executive dashboards and reports summarizing satisfaction trends, operational KPIs, and recommended actions.
Key Skills
- Epicor | JD Edwards | NetSuite | Adagio | Vantage
- Salesforce | CRM platforms | Birst Report Designer
- MiTel | ShoreTel | Oaisys systems administration
- MS Office | Visio | MS Access | PowerPoint
- QA testing | Bugzilla | Process improvement
- Computer hardware installation & networking
- Spanish fluency | Team training, onboarding & mentoring
- DOT & IATA certified | Logistics compliance
Education
- M.B.A., Organizational Leadership — Ashford University
- B.A., Business Administration — Ashford University (Dean's List)
- A.A., Liberal Arts; Communication Studies Certificate — West Valley College
Awards & Recognition
- Golden Key Honor Society member
- International Scholar Laureate Program nominee
Why Interview this Candidate?
They are a seasoned customer service leader with 15+ years in manufacturing environments and 11+ years managing teams and operations. Proven ability to build functions, implement SOPs, and apply ERP knowledge to improve order-to-cash performance and customer satisfaction. Brings measurable results, strong cross-functional collaboration, and experience presenting data-driven recommendations to senior leadership.
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