Neil Pellicci

About Neil Pellicci

An exceptional and versatile organizational leader with a proven track record of achievement in customer engagement, quality assurance, engineering, continuous improvement, field and technical services, data analysis, contract management, implementations, and troubleshooting. Proven aptitude in handling multiple projects and programs while exceeding objectives and redefining expectations in a deadline-driven and collaborative environment. A focused, results-driven, and internationally experienced performer who successfully directs with cross-functional teams, adapts to ever-changing needs, and enables organizations to reach and exceed short and long-term goals.

Experience

1. Director of Customer Service

   Mauser Packaging Solutions

   Sep 2020 — Present · Oak Brook, IL, US

   Works cross-functionally to improve the plastics, steel, and inbound division processes and efficiency for North America. Partners with finance, sales, transportation, and operations to lead projects and improvement efforts to create an ideal future state customer experience. Director of 5 managers, 65 Customer Service Representatives, 3 Key Account Specialists, and 1 Trainer for manufacturing and reconditioning locations. Manages customer feedback mechanisms including Net Promotor Score (NPS) surveys and Salesforce concern tracking. Leads customer service and cross-functional initiatives to create a ‘One Mauser’ culture while making Mauser ‘Easy To Do Business With’. Created and implemented business unit KPIs, reporting systems, accountability matrix, and executive review process. Successfully designed and implemented returns order entry system (Service Manager) that integrated key data and improved efficiency and visibility into customer order status while capturing overall cost. Serves as system administrator and owner. Established enhanced processes around Order To Cash focusing on portal onboarding and management. Led return container process transformation that stopped loss of existing customers and shifted customer service as a main selling point for signing up new customers. Reduced order cycle time by 14% for our number one customer leading to increased business and new long-term contract. Improved freight cost recovery by 28% through report creation, process improvement, and cross functional leadership.

Education

• University of Illinois Urbana-Champaign

  BS, Mechanical Engineering

  1997 — 2001

Skills

• Testing
• Process Improvement
• Product Management
• Operations Management
• Product Lifecycle Management
• Team Building
• Management
• Automotive
• Quality Inspection
• Forecasting
• Data Analysis
• Six Sigma
• Product Launch
• Pricing
• Analytics
• Process Management
• Retail
• Engineering
• Product Development
• Product Quality
• Cross-Functional Team Leadership
• Leadership
• Quality Control
• Manufacturing