This is my current resume.

1. RANDALL R. RICE
595 Farina Court Mundelein, Illinois 60060
(224) 715-8493 RandyRice515@comcast.net
SUMMARY
An innovative operations and customer service leader with extensive experience in building, training, and
mentoring high performance teams in healthcare and technology driven industries. Highly collaborative
with proven ability to communicate effectively at all organizational levels both internally and externally.
Product and program support manager with excellent organization, problem solving, and technical skills.
Six Sigma Black Belt and ISO 9002 Certified Auditor who has produced improved customer centric
processes and programs that positively impact the bottom line both domestically and internationally
PROFESSIONAL EXPERIENCE
THE NORIX GROUP, West Chicago, IL 2014 – 2016
A provider of high quality, durable furniture designed to meet the real-world need for humanizing
challenging environments in the Behavioral Healthcare, Corrections, and Transitional Housing markets.
Manager, Customer Care
Directed a team of six individuals in the support of all Sales Operations administrative duties including:
Quoting, Order Processing and Management, Contract Maintenance, Incidents, and Returns.
 Responsible for processing $30 million in sales of products
 Mentored teams on how to create positive impressions on customers while challenged with increased lead
times and supply shortages.
 Created programs for disaster recovery and standardized all policies, procedures, work instructions, forms and
job aids for group.
 Developed “on-boarding” and training programs utilized by the entire company
LIQUID CONTROLS, LLC, Lake Bluff, IL 2010 - 2013
A BUSINESS UNIT OF IDEX CORPORATION
A leading manufacturer of high quality flow meters and accessories for accurate liquid and gas
measurement in both custody transfer and process control applications.
Manager, Customer Service and Support
Headed all sales support activity including: Application Engineering, Order Processing, Tech Support,
Repair Center, and Field Service functions for the Americas and Asia. Utilized Lean manufacturing
principles to map & improve all key value streams and hosted Rapid Improvement Events (Kaizen).
 Responsible for processing $80 million in worldwide sales of products
 Re-structured department to capitalize on employee strengths and experience. Optimized processes to
improve order entry within 24 hours from 52% to 92%.
 Reduced turnaround time for turbine meter repairs from 180 to 22 days
 Implemented voice over internet protocol in two call center environments handling 1,400 calls/month and
reduced average wait times by 50% and abandon rates by 20%
BAXTER HEALTHCARE, Deerfield, IL 2008 - 2009
A global, diversified healthcare company and manufacturer of products that save and sustain the lives of
people with chronic and acute medical conditions. 2008 global revenues of $12.3 billion.
Manager II, Customer Service Operations (BioScience business unit)
Led the Order Processing, Customer Service, and Customer Allocation areas for BioScience, NA. Drove
a team of four direct reports and 20 employees. Ensured compliance to federal, state, and Sarbanes-Oxley
regulations. Partnered with internal departments and third party providers to drive key initiatives.
 Responsible for processing $5.3 billion in sales of plasma-based and recombinant products
 Successfully implemented the patient-centered GARDian program for flagship product of Gammagard IVIG.
 Seamlessly integrated Cellular Therapies business into BioScience to position for future growth.

2. Randall R. Rice Page Two
OCÉ NORTH AMERICA, Chicago, IL - Mountain View, CA 1985 - 2007
An international provider of digital document management technology and services with global revenues
of $4 billion.
Manager, North American Operations (2005-2007)
Responsible for Order Management for North American operations. Managed three senior supervisors
and 29 employees. Created and maintained departmental budget plans. Accountable for system test
planning and implementation for all new product launches, system developments, and sales promotions.
 Achieved over $700 million of corporate revenue by successfully processing all sales, rental, maintenance
and usage billing.
 Improved Order-to-Cash process, reducing order entry time by 50% by creating a customer-centric,
innovative, and quality-focused culture through education, team-building, and empowerment.
 Seamlessly converted contract data resulting from acquisition and/or new company formation activities to
Océ billing systems. Implemented new Order (SAP) and Billing (Custom AS/400 application) systems.
Manager, Billing Resolution & Process Design (2002-2005)
Oversaw Billing Resolution and Billing Call Center teams. Managed two supervisors and 20 employees.
Responsible for Sarbanes-Oxley compliance, issue resolution, contract renewals, and special handling
contract compliance.
 Handled over 600 customer inquiries/month with avg. speed to answer <7 seconds and avg. issue resolution
time < 5 days by creating specialized teams to resolve contract billing issues.
 Reduced backlog of 3,000 billing issues to under 50 while developing database and procedures to track and
resolve all customer issues company-wide. Achieved a 25% reduction of incoming billing issues by
implementing root-cause analysis to identify and address issues before they occurred.
 Developed and documented policies, procedures, and forms and served as ISO9000 Quality Representative
for department of 80 employees, ensuring certification.
Manager, Customer Order Fulfillment (1998-2002)
Director level responsibility for processing customer orders for Engineering, Office, and Printing Systems
products for sales force of 300+. Provided leadership, vision, and development for a team of seven new
supervisors and 60 employees. Resolved all billing discrepancies and identified areas of opportunity to
recoup missing revenues of approximately $200 million.
PREVIOUS POSITIONS HELD WITH OCÉ NORTH AMERICA:
Service Product Manager (1992-1998)
Support Center Manager (1990–1992)
Product Support Manager (1989 - 1990)
Technical Instructor / Training Manager (1987 – 1989)
Customer Engineer (1986 – 1987)
Electrical Engineer (1985 – 1986)
EDUCATION
BS, Electrical Engineering, Summa cum Laude, May 1985
San Jose State University, San Jose, CA