1. Michelle Lints
3056 Strawberry Ridge Dr., Arnold. MO | 314-422-3394 | Michelle.Lints@yahoo.com
LEADERSHIP PROFILE
Strategic key executive, in challenging distribution market segments. Highly motivated,
results oriented leader with demonstrated success for driving growth, implementing change and
delivering bottom line results. Provenability to develop high performance teams, to inspire
confidenceand trust and to develop and maintain long term business relationships. Success comes
from passion to create and maintain an environment where team members are motivated
to excel and grow, with focus on building customer loyalty through exceptional service.
SKILLS
P&L Responsibility
Business/Process Development
Restructuring and Consolidation
Performance Management
Communication and Presentations
Customer Interaction
Change Agent
Systems Conversions
Mergers & Acquisitions
Recruiting & Training
Staff Development
Sales
AWARDS - RECOGNITION
Pinnacle Club Platinum Award (award program for the very top performing executives in
their field), winner six out of the ten years. Based on ability to optimize team performance
while improving key metrics year over year.
EXPERIENCE
UNISOURCE WORLDWIDE/VERITIV CORPORATION
RECENTLY MERGED $10 BILLION PROVIDER OF COMMERCIAL PRINTING AND IMAGING PAPERS,
PACKAGING SYSTEMS, AND FACILITY SUPPLIES AND EQUIPMENT PROVIDING MORE THAN 700,000
PRODUCTS TO OVER 125,000 CUSTOMERS.
Area Directorof Customer Service (Veritiv) - July 2014-February 2016
Responsible for12 Customer ServiceCenters from center of country,west. That included 10
customer service managers and 337 team members.
Bringing the recently merged customer service organization together by blending the two
cultures, strategies, behavers, processes and operating models.
Set goals, expectations and implement like metrics (that could be equally measured using
twodifferent operating systems)
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Participation on Legacy operating systems “Fit Gap” analysis to determine which system the
organization wouldmigrate to.
Participation as co-leader for customer service portion on the chosen operating system
conversion.
Developed and implemented a North American employee recognition program.
Senior Directorof Customer Service (Unisource) – January 2003-July 2016
Ran 3 of out 6 US Customer Service Centers. St Louis, Dallas, Minneapolis
Lead high performing centers withan excellent rate of customer satisfactions based on
survey data.
Aided in transformation of the customer service culture from order processing to a sales
support team.
Increased productivity and improved lines per hour from 5.8 to7.3 a 25.6% improvement.
Improved operating efficiency and reduced cost per line from $5.01 to $4.03, a 19.6%
reduction.
Migrated all Customer Service for National/Corporate accounts to a specialized team in
selected Customer ServiceCenters to provide Single Point of Contact
Participated in implementation of technology solutions including CRM (salesforce.com)
Participated in the seamless consolidation of centers in Columbus, OH and Chicago. IL
Projectteams include: Disaster Recovery,Rapid Response, Warehouse Consistency,
recognition program, Leadership training course (where trained customer service and sales
managers), mentoring of other leaders, customer service center consolidations, along with
multiple systems and process conversions and implementations.
Customer Service Team Manager (Unisource) - 1998 – 2003
Lead frontline team members in day to day interactions with outside sales representatives,
customers, vendors and other functional areas.
Coordinated on-going training, coaching and development
Performancemanagement
Frequent communication withteam members as well as sales and operations organizations
Customer Service Professional – 1995-1998
National AccountsBilling – 1993-1995
ACHIEVEMENTS
Developed and implemented a highly successful premier support team/model fortop level sales
representatives. Included recruiting, selecting and training a team of elite performers to assist
in aggressive growth targets through intense collaboration,trust and partnership, in a 90-day
deadline. Program is still wildly successful and recognized as a Best Practice.
EDUCATION
ST LOUIS COMMUNITYCOLLEGE - Business Management
