Joseph L. Mckernan - Available Candidate

Joseph L. Mckernan
410 Maplewood Drive
Douglassville, PA 19518
(610) 633-7833
JIGUANA1@ptd.NET

Objective:

To use my project management abilities and customer service expertise as an asset to a company whose philosophy is to grow and profit in today’s challenging marketplace.

Qualifications:

Over 20 years of sales and customer service management experience with demonstrated excellence in the areas of motivation, program development, and project management and training.

Computer proficiency in Microsoft Word, Excel, PowerPoint, Project, Outlook, and the Internet.

Experience:

Accupac, Inc. – Mainland, PA - 2003-Present
Project Manager

A contract manufacturer of OTC and Rx lotions, liquids and personal care products.

Managing multiple projects within the constraints of scope, quality, time, and cost to provide specified deliverables and meet customer’s expectations.

Manage client initiatives including experimental orders, validations and new product launches.

Lead multi-disciplinary project teams, managing representatives from various functional groups.

Ensure that all project deliverables and requirements are properly documented.

Ensure that key project milestones are achieved and project progresses in a satisfactory and timely manner.

Develop and implement project plans utilizing MS Project software.

Track, report progress, and forecast final targets utilizing Accuterm software.

Document, obtain approval, and track all changes to the project parameters.

Manage strong communication with the customer, ensuring that all developments or changes to project plan are conveyed appropriately.

Manage the logistics of ongoing customer orders.

Responsible for the GlaxoSmithKline, McNeil, CB Fleet, Beckman Coulter and various smaller accounts.

Techni-Tool, Inc. – Worcester, PA Inside Sales / Customer Implementation Manager

An international distributor of electronic specialty tools and test equipment 1989-2003

Customer Service Management Experience:

Management of representatives in the inbound call center.

Monitor, evaluate, motivate and coach employees so they meet set service levels.

Handle staffing issues such as hiring, performance reviews, disciplinary action, and planning.

Using Symposium Call Center software to monitor, forecast, and adjust call flow and staffing.

Led implementation team and developed scripting for Nortel Call Center Symposium call accounting system.

Training of new inside sales personnel, revise procedure manuals, update reference materials, and coordinate product-training sessions.

Implement and maintain various sales and call accounting reports and metrics.

E-Commerce / Customer Implementation Management Experience:

Management activities related to the successful implementation of our E-commerce initiatives.

Working with clients, Sales & Customer Support to define client requirements and contracts.

Negotiate contracts, service agreements and amendments.

Translate requirements into an implementation plan and mobilize resources necessary to execute plan.

Provide in-person and phone presentations of our e-procurement / tool crib solutions to customers and staff.

Develop trending reports and metrics.

Increased sales through our webstore and e-commerce initiatives from 5% to 12%.

Employee of the Month, April 2003. (STAR Award)

Project / Program Management Experience:

Conceive and implement sales incentive programs designed to motivate team members to further their knowledge of our product line, as well as increase sales.

Developed the scripts and led the installation team for the Symposium Call Center routing system and software.

Assisted in the development of a Pay for Performance compensation program.

Instituted a quality program which reduced internal rep errors from 9.5% to <1%.

Scanforms, Inc – Bristol, PA Direct Mail Project Coordinator

A direct mail printing, personalization and mailing company. 1988-1989

Project Management for direct mail advertisements. Duties included price negotiations, job scheduling, layout, coordinating press checks with customers, provided technical assistance, resolved client satisfaction issues.

Coordination with 3rd party vendors to provide bindery and mailing services.

Clients included all major New York City and Washington DC ad agencies, magazines and banks.

Education

Temple University – BBA Marketing

Montgomery County Community College – AS Business Administration

Additional Training

Dale Carnegie Management Training - 1998

Steven Covey Seven Secrets for Highly Effective People Training - 2000

cGMP Training - 2003 / 2004

Peak Performance Customer Service Training - 2003

MS Project TraininG - 2004

Member PMI - 2007