RON J.

THORNTON
13 royal lane
Londonderry, NH 03053
rt44b986@westpost.net Home:603-437-0731
Cell:603-275-5637

Dedicated customer service manager with 20 years of experience in the document

imaging field. Consistently achieve record-high customer satisfaction rankings,
improvements to the bottom line and turnaround of underperforming operations.
Respected builder and leader of customer-focused teams; instill a shared, enthu
siastic commitment to customer service as a key driver of company goal attainmen
t. Lead by example and ensure the execution of all safety, security, quality and
operations policies.

Areas of Expertise
Customer Service Management
Complaint Handling & Resolution
Service Contract Sales & Administration Customer Satisfaction Enhancement
Performance analysis
Sales & Margin Improvement Teambuilding & Training
Cost-Reduction Strategies
Operations management

Professional Experience
United Business Machines of NH 7/1993 to 7/2009
Vice-President of Service, 1999 to 2009
General Manager, 1997 to 1999
Service Manager, 1993 to 1997
Foster an environment in which customers enjoy high levels of service and emplo
yees are motivated to deliver top performance. Manage lean inventory practices t
hru cycle counting and anticipating age of equipment to increase and/or decrease
parts and supplies. Selected Contributions:
Responsible for profit and loss of service operation. Results: Took a service d
ept. that had a 40K loss in the previous fiscal year to a 70k profit in year one
and to a 135k profit in year two.
Set up automatic billing system that improved revenues through improved trackin
g.
Ensured the swift resolution of customer issues to preserve customer loyalty wh
ile complying with company policies.
Organized dispatch functions to improve territory integrity and customer servic
e.
Created and implemented companys performance reviews that resulted in increased
performance and communications that contributed to decreased turnover and impro
ved moral.

Konica Business Machines USA, INC.-----Windsor, CT 10/81 to 9/90

June 1986 to July 1990 Branch Technical Manager--------
-----Boston, Ma
PLAN, ORGANIZE and DIRECT a technically proficient, cost effective service-respo
nsive staff consistent with branch revenue and profit objectives through an appr
opriately staffed, trained, motivated and sales-supported organization. Selected
Contributions:
Directed up to 36 employees and managed P&L, parts and contract sales, inventory
, and cost controls. Selected Contributions:
Improved profits by 79% over a four year period.
Improved response time by 40% by the first year.
Developed 4 individuals for promotions to branch management and home office sta
ff positions.
Reduced turnover by 34% within the first two years to an annual average of 12.5
%.
Developed and implemented a monthly and quarterly fleet inspection procedure th
at helped to reduce car repair costs.
Developed and implemented cycle counting that improved inventory accuracy.
Improved sale of maintenance contracts and negotiated bids to major and governm
ent accounts.

Education and Training

Orange Coast College, Costa Mesa, CA: 9/79 to 8/81
Training: AC & DC Electronics, Business Writing, Public Speaking and Relations.
Boston University School of Continuing Education:
Training: One year course in Dental Equipment and x-ray repair.
10/76 to 5/77
Northeastern University, Boston, Ma:
Training: Accounting, Psychology, Economics.
9/75 to 1/76
SEMINARS:
CAREERTRACK:--The winning Team: How to build and manage it.
Padgett-Thompson--Hiring and Firing. (A Human Resource Course)
Sharp Electronics VService Managers Achieving Results through Training Program-2
004
New Horizons Computer Learning Center: QuickBooks 2006
OMD trained.