E L A I N E F R I E S

16064 EXCEL WAY
ROSEMOUNT, MN 55068 
PHONE: 952.431.7858

SUMMARY OF QUALIFICATIONS

Results-focused Technical Services Manager with a successful 11-year track
record of management, budget responsibility, training administration, and direct
supervision of technical teams and projects to meet challenging business goals.
Demonstrated leadership using sharp organizational and communication skills,
customer service excellence, and project management skills to prioritize workload
and meet deadlines.

 ‚  Team Leadership
 ‚  Performance Management
 ‚  Project Management
 ‚  Workflow Scheduling
 ‚  Customer Relationship Management
 ‚  Service Quality
 ‚  Metrics, Dashboards & Reporting
 ‚  Presentations & Correspondence

 PROFESSIONAL EXPERIENCE

UPONOR   “ Apple Valley, MN 1995   “ 2009 

Manager   “ Technical Projects (2008   “ 2009)

Managed daily workload for multiple teams. Assigned projects and managed
completion.

 ‚  Led teams in successful processing of ]1,500 project requests annually,
representing revenues of $18.6M. 
 ‚  Managed workflow and prepared reports that tracked number/size of projects
to support accurate demand planning, staff planning and sales support.
 ‚  Improved efficiency of process time from over 30 days to less than 8 days
while maintaining high quality and significantly increasing client satisfaction
levels. 

Technical Services Manager (2004   “ 2008)

Managed call center and staff of 14 delivering technical support. Directed
departmental workflow to provide consistent quality of service and phone support
for commercial and residential radiant floor heating, plumbing, fire sprinkler,
and other design projects.

 ‚  Managed individual performance using enhanced Avaya and C.Support tracking
software to insure consistent achievement of quality and productivity targets.
Partnered in development and testing of improved Autocad and HydraCad calculation
software.
 ‚  Analyzed, developed and implemented improved internal structure to best
accommodate the needs of customers. Achieved highest rated customer satisfaction
survey within the company.
 ‚  Increased productivity of department by 50% by consolidating software and
practices.
 ‚  Created and maintained department standards for standardization of response
and design support.
 ‚  Planned, and facilitated team training sessions to acquire and apply
advanced knowledge of industry fundamentals, parts and materials.
 ‚  Resolved high level incoming technical calls from reps and distributors and
authored professional correspondence to customers.
 ‚  Liaison for internal departments including Engineering, Plumbing and Heating
Product Managers, Project Management, Demand Planning, Sales, Training, and
Quality Control to exchange information, training, and tracking
information/reports.
 ‚  Recognized for earning highest rated employee satisfaction survey within the
Company.

Design Department Manager (1998   “ 2004) 

Designer (1995   “ 1998)

GENESIS DESIGN/WELSH COMPANIES   “ Bloomington, MN

CAD Technician (1994   “ 1995) 

Grew technical experience through previous Equipment & Architectural Engineering
roles with Frontier in Burnsville, NM.

EDUCATION

B.A., Organizational Management & Communication (2006, Summa Cum Laude)
Concordia University   “ St. Paul, MN

General Business Coursework (1992   “ 1994)
Inver Hills Community College   “ Inver Hills, MN

Architectural Drafting 2-yr. Certificate Program
Hennepin Technical Center   “ Eden Prairie, MN

PROFESSIONAL AFFILIATION

Member, ASHRAE   “ The American Society of Heating, Refrigerating and
Air-Conditioning Engineers

Member, ASPE   “ American Society of Plumbing Engineers

Chair   “ Employee Volunteer Committees
Set up events and approved/tracked volunteer time off requests. Organizations
included: American Cancer Society, American Red Cross, Second Harvest Food Shelf,
and Community Action Council Armful of Love