Stan Muckenthaler Sales and Operations Executive

A results-oriented Management, Sales and Operations Executive with broad experience in high technology, retail and academic environments. Demonstrated ability in maximizing revenue, sales productivity, operational efficiency, customer relationship management, sales and logistics information systems, in both two-tier and direct distribution models. Highly successful with developing business solutions by focusing and motivating up to 160 employees, initiating progressive change management, and optimizing organizations and processes. Proven track record of providing leadership for corporations and serving on Board of Trustees for major University. Expertise includes:

· Business Planning	· Materials Planning	· Systems Requirements	· Operations
· Customer Satisfaction	· Re-Engineering	· Project Management	· Metrics
· Call Center Operations	· Supply Chain	· Quality Assurance	· Coaching
· Change Management	· Customer Service	· Sales Planning	· Sales Support

Responsibilities included leadership for program management of major improvement initiatives, call center operations, and customer satisfaction metrics, for Small, Medium, Enterprise, and Public Sector segments.

· Developed program that identified, prioritized, resourced, managed, and communicated improvement initiatives that resulted in successful completion of 60 major projects focused on improving revenue (17% CAGR), sales productivity (15% CAGR), order cycle time (16 to 4 days), and customer & employee satisfaction.

· Initiated program which measured customer satisfaction metrics for customers purchasing from HP, and drove improvement initiatives resulting in 75% increase in customer satisfaction in 18 months.

· Recognized as ‘Best Practice Leader’ in Change Management and Total Customer Experience (TCE) by American Productivity and Quality Council.

Director, Business Operations, Access Solutions / Third-Party Options Division

Managed business operations for a global marketing organization focused on solutions, services, and peripherals.

· Established internal and partner-sourced operational and financial metrics for $750M emerging business model.

· Implemented a world-class webstore, offering 50K third-party options to supplement Compaq products.

Director, Direct Sales and Operations, Government / Education / Medical Vertical Markets

Directed major functions of $1B business, including Sales, Operations, Electronic Commerce, and improvement initiatives for Sales Center, Material Planning, Training, and Customer Satisfaction.

· Developed and executed business plan for 160 employees and $20M operating expense budget resulting in 30% revenue growth.

· Streamlined inbound Call Center processes and organization, resulting in abandonment rate decrease of 18%, and customer satisfaction improvement of 22%.

· Completed SAP implementation, and systematized sales forecasting, material planning, and scheduling systems, which led to 60% reduction in order cycle time, and 5x improvement in accuracy of customer order status.

· Transitioned organizations following acquisition of direct distribution partner.

Managed functions of Sales Planning, Revenue Forecasting, Electronic Data Interchange initiatives with partners, Sales Decision-support, and Sales Force Automation project.

· Defined new organization and tools for managing channel inventory, reducing channel inventory exposure 50%.

· Systematized analysis of channel sales-out data, allowing marketing plans to be finalized 3 days earlier each week.

· Redesigned sales compensation plan improving accountability, incentive pay leverage, and timely reporting.

· Spearheaded $2M project acquiring sales data directly from resellers through EDI and Internet reporting, which generated valuable vertical market and compensation plan data.

Managed all international Customer Service (Dallas, UK, Taiwan), Sales Analysis, Revenue & Compensation Planning, and Sales Force Automation project.

· Organized and motivated personnel, and simplified processes, resulting in 30% productivity increase.

· Directed team for selection of Enterprise systems, including requirement definitions for manufacturing, operations, customer service, and finance.

Directed functions of Order Management, Sales Analysis / Compensation Planning, and excess product sales.

· Planned and implemented restructuring, resulting in 50% expense reduction while improving service.

· Implemented new inventory movement and forecasting system for both internal and distributor finished goods, lowering inventory exposure and formalizing life cycle planning for product transitions.

· Defined requirements / implemented new ERP system, EDI, channel sales out and inventory metrics, resulting in increased customer satisfaction and inventory turns.

· Elected “Best Manager” for coaching employees and championing progressive change.

· Consolidated sales operations functions from 12 regional offices to headquarters.

Designed, opened, and managed 50K square foot Western Regional Distribution Center, along with three satellite warehouses.

· Controlled 60% of national shipping and receiving. 99% on-time ship performance.

Managed Big Ticket Inventory Control , Customer Service, and Furniture Clearance Store ($3M in annual revenue).

· Designed and implemented industry-leading inventory system, improving productivity for the warehouse, delivery, and customer service by 20%.

Master of Business Administration, Business Management, University of Dallas, Irving, TX

STAN MUCKENTHALER