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Client Engagement Specialist

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Information about Client Engagement Specialist
Career

Published on March 12, 2014

Author: kraftka

Source: slideshare.net

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KIRK KRAFT kraftka@frontier.com www.linkedin.com/in/kirkkraft (425) 923-5512 cell CLIENT ENGAGEMENT SPECIALIST Customer-centric leader with a passion for building productive relationships resulting in repeat business and who strongly believes the customer is king. Extensive experience in account management, with talent for building & nurturing strong client relationships across multiple departments, at all levels. Continually recognized as a leader and a top-tier team member setting the bar for others. I've spearheaded efforts to transfer order management process from paper to Sharepoint platform. I've been a field sales team’s “Go-to-guy” for critical issues, improving response & resolution time by 33% and ultimate customer satisfaction. Proven ability to evolve with rapidly changing processes. Passion for & responsibility to the customer. Driven to achieve results and continuously find new ways to improve. *Accountability *Technical/Professional expertise *Communication (written and verbal) *Problem solving *Process oriented *Energy/Drive *Adaptability/Flexibility *Partnering *Business Acumen *Outstanding sense of humor *Teamwork *Planning and Organizing *Goal and customer service oriented *Personal & corporate integrity Strong PC skills: MS Office Suite (Intermediate skills): Word, Excel (including Pivot tables), PowerPoint, Outlook; Salesforce.com CRM, Oracle, Sharepoint, Webex, Syteline, basic understanding of HTML. WORK EXPERIENCE BOEING COMMERCIAL AIRPLANES, EVERETT, WA 2013-PRESENT Procurement Agent (Project Manager), 787 Flightline Supplier Management Supplier Management for 787, Everett Delivery Center • Facilitate and monitor vendor assists to flight line stalls for urgent and routine work. • Provide timely support & responses to stall managers and teams regarding all supplier visits and expected work. • Provides oversight, integration, and management of supplier quality and performance. • Consults with external customers to resolve supplier performance issues. YOH SERVICES, EVERETT, WA 2012-2013 Procurement Agent 3 (Project Manager), Supplier Management (Boeing) Manages Boeing supplier/subcontractor performance and relationship to ensure delivery, quality, financial stability and in-service performance. Mitigates risks and issues. Initiates supplier improvement activities and provides results for integration into contracting strategies.  Ready-to-Ship (RTS) Leader for Supplier Management (SM). Insure on-time shipments and approve OK to Ship process, reducing delays by 15%.  Interface with Supplier Quality (SQ), Contracts, Change Management (CM), Supplier Reps, and onsite Boeing Reps to track project plans, progress and resolution.

Kirk Kraft (425) 923-5512 kraftka@frontier.com  Identify and anticipate potential issues and road blocks in RTS and QIP (Quality Improvement Process) and aggressively seek to resolve without loss of build time or shipping delays.  Manage QIP via weekly meetings and interactions with onsite team and partner/supplier. Work time-sensitive issues with stakeholders (SQ, Engineering and partner) to insure seamless resolution/transition with minimal impact to daily/future work.  Communicate with supplier reps & contacts daily/weekly to insure potential trouble issues are addressed and scheduled to remain on target. PANASONIC AVIONICS, BOTHELL, WA 2011-2012 Sr. Customer Account Specialist/Project Manager Account manager for top tier, highly visible customer program; primary customer account focal point responsible for the receipt, review, validation and processing of customer purchase orders. Project Manager for kit programs, focusing on on-time delivery (OTD) and process improvement. Responsible for demand planning activities including Oracle report output and communications with groups regarding quantity to ship. Work extensively with Program Administrators (PA) and Program Manager (PM) for designated customer programs. Audited CPLs and purchase orders to insure compliance, accuracy and OTD.  Reduced wait times 18% by creating process to address late delivery issues.  Deployed contingency plans to resolve aircraft delivery schedule risks resulting in 24% fewer shipping delays.  Communicated and distributed reports & trend analysis for order and delivery status to all customers.  Reduced order & shipping errors by 33%.  Increased program success and customer satisfaction by 25% through root cause analysis.  Improved program accuracy by 20% through utilization of technical tools. CARDIAC SCIENCE CORPORATION, BOTHELL, WA 2008-2011 Account Specialist, Sales Administration Account manager for primary care clinics, cardiology offices and designated medical device distributors. Supported 25 territory sales managers and 3 regional directors across entire U.S. Interacted regularly with National Accounts, Channel Partners, Operations, Field Service, and sales leadership. Established and retained relationships with key accounts and channel partners. Continually analyze pre- and post-sales opportunities to offer customer optimum experience. Processed cardiac- related equipment orders and provided prompt, efficient service via phone and email. Championed efforts of field sales team by coordinating urgent shipments, investigating shipping delays and issues, and processing urgent free goods requests. Upsell products and services to customer when appropriate. Created Sharepoint order process documents. Recognized as top contributor and leader.  Top Producer - continually top-tier contributor in accuracy and orders processed, setting the bar for others.  Selected to manage largest national customer with $14M in revenue.  Increased order process productivity by 50%+.  Order process time improved by 32%  Response & resolution time improvement of 33%.

Kirk Kraft (425) 923-5512 kraftka@frontier.com  Increased prospect tracking by 50%.  Coaching efforts resulted in 22% efficiency improvement.  27% training time reduction realized by development of order processing procedures.  Mentored & trained new team members onsite in Wisconsin ensuring seamless transition for external customers.  Managed electronic orders (EDI) for premier customers, resulting in 32% faster processing time. AVIATION TECHNICAL SERVICES (FORMERLY GOODRICH ATS), EVERETT, WA 2007 - 2008 Customer Support Specialist Account Manager for designated airline customers including American, Continental and United Airlines, providing detailed information and prompt, efficient service relating to airplane components repairs, eliminating delays by 20%. Adjudicated warranty requests and maintained customer database.  Ensured all repairs were completed within 1-3 days if parts in stock to assure online delivery.  Conducted all in-house price quoting to customers with 100% same day response. FLUKE CORPORATION/FLUKE NETWORKS, EVERETT, WA 2000 - 2006 Sr. Sales Support Administrator Order account manager for designated electrical distributors/channel partners, ensuring customer orders were processed accurately and promptly. Managed Top 10 distributors and channel partners. Recognized as key member of first transactional group to implement manufacturing cell structure in daily operations and implementation of paperless order archiving system.  Achieved highest weekly output on team resulting in 25% backlog reduction.  Composed 5-25 special quote requests for custom, made-to-order and government bids within 24- 48 hours to expedite manufacturing and shipping process.  Documentation for special quote process reduced customer wait times and redundant work by 33%.  Daily interaction with high visibility customers via phone and email, regularly exceeding expectations and resulting in compliments from sales team and other departments. MILITARY EXPERIENCE US Navy, 1986-1992, Cryptographic Technician Operator

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