Vice President Sales Customer Service in Chicago IL Resume Steven McQueen by StevenMcQueen2


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									                                              STEVEN A. MCQUEEN, JR.
                       Granger, IN 46530 ▪ H: (574) 271-5090 ▪ M: (315) 416-2882 ▪

                              Sales Management  Customer Service  Business Development

Dynamic, results-oriented leader with innate ability to influence top- and bottom-line profitability immediately. Extensive background
in sales and business development for global and divisional operations. Decisive leadership in sales and marketing, project
management, human resources, and customer relationship retention. Successful record of accomplishment in executing operational
performance improvements, technical projects, and market strategies while consistently launching innovative, value-added projects
and services.

                                                       Core competencies include:
       Business Development                         P&L Accountability & Budgeting        Call Center Operations Management
       Continuous Process Improvement               Cross-Functional Team Leadership      Business Process Reengineering
       Multi-Site Operations Management             New Account Sales                     Project and Program Management
       Proposal Writing / Statistical Analysis      Sales Force Effectiveness             Recruiting and Retaining Top Talent

Known as multifaceted management executive with outstanding leadership and cross-functional teambuilding skills that continually
fosters collaboration, continuous process improvements, and improved shareholder value. Led numerous training initiatives including
Raving Fans, Customer Excellence, and Unleashing Your Power and “Fish” focus groups. Published in Harvard Business Review for
periodical on “Leading a Supply Chain Turnaround” (October 2004).

                                                  PROFESSIONAL EXPERIENCE
SPX CORPORATION, CHICAGO, IL                                                                                                  2010-2012
  Director National Accounts (11/2010–3/2012)
  BCI/MEP/Weil McLain
  Directed the sales activity for business units totaling $300 million in revenue. Developed selling tools to meet the needs of National
  and Retail partners including Lowes, Home Depot, WW Grainger, John Deere and Toro.
     Identified new National Accounts through the development of channels not yet utilized including National Builders,
        Hospitality Chains and Contracts.
     Expanded presence in retail market through new direct sales and customer branding.
     Provided single point of contact for sales to existing National Account customers ensuring focus and subsequent sales
     Developed market strategies for industrial market segment growth within SPX Corporation

COOPER INDUSTRIES, Syracuse, NY                                                                                            2008–2010
  Director of Global Industrial & Commercial Sales, Interconnect (2/2008–9/2010)
  Provided vision and leadership for $150 million business to seven Regional Sales Managers, four OEM reps, with dotted line
  accountability for 120 Crouse-Hinds sales reps and 47 NEMRA rated agency groups. Coordinated sales activities for offices in
  China, Europe, Dubai, and Latin/South America.
     Exposed company to more than $100 million of product available market (PAM) globally by partnering with large Cooper
        businesses in Dubai, Europe, Latin American, and North America in collaborative development efforts.
     Grew top line 50% first year and sustained double-digit growth in subsequent years through 6% increase in price realization,
        17% improvement in EBT, and developing plan to boost sales of existing product through new channels.
     Increased customer vitality 65% (new customers with annual sales of $10,000 or more) and added new OEM and distributor
        business in collaboration with in-house resources, Crouse Hinds, Cooper Wiring Devices, MTL, and portable power teams.
     Improved global forecasting accuracy from 65% to almost 93% by developing 90-day, forward-looking, robust S&OP
        process that enabled finance team to plan around monthly and quarterly forecasts and operations to pre-build in anticipation
        of forecasted demand.
Steven A. McQueen, Jr.                                                                                                Page 2 of 2

COOPER INDUSTRIES, Syracuse, NY                                                                                             2005–2008
  Director of Customer Satisfaction (6/2005 – 2/2008)
  Led customer service organization supporting $850 million sales and 40% international export work through global staff of 55.
  Provided services to distribution partners, end-users, and internal business partners including all business transactions such as
  inbound and outbound call activity (~6,000 calls weekly), order processing, reverse logistics, and international exports.
     Increased call answer fill rates 95%+ and reduced average hold times to less than 45 seconds. Performed process
        identification, executed KPI performance tracking, and developed short- and long-term realignment strategy.
     Developed “Best in Class” service standards for division sister organizations and global partners. Established service
        standards for Canadian service takeover.
     Implemented CISCO VoIP system for utilizing complex algorithm for skills-based routing capabilities. Led development of
        SAP CoD customer relationship management (CRM) tool for field sales, customer service, and marketing organizations.
        Integrated both systems to key customers both regionally and by profit centers.
WHIRLPOOL CORPORATION, Benton Harbor, MI                                                                             2001–2005
 Operations Manager—Lowe’s Sales and Marketing (2003–2005)
 Managed $1.5 million P&L revenues. Worked closely and cooperatively to coordinate operational processes with Lowe’s, Air
 Products, and American Merchandising Services. Led project team that implemented initiatives. Registered SKU-level
 product specifications in support of retail industry mandate protecting $100 million of special order business.
    Protected $100 million in special order business, improved customer satisfaction, generated higher revenues, and secured
       future B2-B customer projects. Liaised between Sales and IT for various systems-related initiatives (technical and
       functional), including electronic catalog, implementation, and digital asset management.
    Reduced cost-to-serve $20 per unit shipped and increased working capital $4 million by improving speed to deliver, reducing
       customer lead-time, and increasing delivery-to-customer in two days. Managed pilot of factory-direct shipments from two
       factory distribution facilities with direct access to 200+ stores.

Previous Experience:

TAYLOR MADE/ADIDAS GOLF COMPANY, Carlsbad, CA                                                                                  2000
  Coordinator of Global Operations–Internship
  Co-managed implementation of sizeable cross-divisional warehouse management system. Coordinated and executed master project
  deck and updated upper management on timing, budget, and execution points. Recorded and analyzed operational cycle times,
  captured SKU-level warehouse data, and reconfigured warehouse facility for implementation. Successfully implemented warehouse
  management system for hard/soft golf apparel systems including $250 million inventory across three divisions. Project delivered on
  time, $15,000 under budget, and within defined scope. Additionally identified and eliminated $20 million of obsolete and slow-
  moving inventory from network.
NORTHWESTERN MUTUAL LIFE, Lafayette, IN                                                                                   1992–2000
  Financial Advisor–College Unit Director
  Cultivated new business relationships with college professors and placement personnel, and created dynamic and energetic
  environment for new hires. Finished in top 30 of sales district in unit and volume sales for eight straight years and directed five
  students to Top 10 in unit volume sales. Built dynamic young agency and retained 50% of agents while simultaneously growing and
  retaining personal portfolio of clients. Played pivotal role in growing agency 366% (3 to 14 full-time agents) and achieved third
  place in sales volume within district during 1993.

                                                 EDUCATION & TRAINING
   M.B.A., Management, PURDUE UNIVERSITY–Krannert Graduate School of Management, West Lafayette, IN        May, 2001
           B.S., Interdisciplinary Mathematics & Statistics, PURDUE UNIVERSITY, West Lafayette, IN May, 1993
                                    SALES FORCE EFFECTIVENESS (SFE), Summit, Atlanta, GA
                               COLLEGE OF CALL CENTER EXCELLENCE, Graduate, Las Vegas, NV
                    UNLEASHING CUSTOMER EXCELLENCE WORKSHOP, Dennis Snow/Consultant, Austin, TX
                            RISK MANAGEMENT SEMINAR, Certified Project Management, Orlando, FL

                       Granger, IN 46530 ▪ H: (574) 271-5090 ▪ M: (315) 416-2882 ▪

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