Case Study 2
Protient - Client Services
The customer service department at Protient, a dairy ingredients company that supplies protein products used in sports nutrition and increasingly in other foods and beverages, was in the midst of a major transition when the department manager resigned.
To keep the transition – from a single to multiple locations – on track, Protient needed to act quickly to fill the manager’s position. Complicating the situation was the fact that the position would be temporary: It would end after 90 days with the department’s successful restructuring.
Paul Markowitz, Protient Vice President of Human Resources, contacted two firms to help identify an experienced interim customer service manager. Vallon Life Science was one of the firms.
As Markowitz tells it, within a few days, Vallon LifeScience had presented Protient with two very qualified candidates, each with a different level of experience. The other firm brought in one candidate, who was not as ideally qualified.
“Vallon hit the mark for what we were looking for,” said Markowitz. “Both Vallon candidates had specifically what we needed. Within the week we had interviewed both and hired one. This enabled the interim manager to overlap with – and be briefed by -- the departing manager.”
According to Markowitz, the Vallon colleague brought 30 years of medical device and health insurance customer service management experience, experience in managing through change and a good mix of people and leadership skills to the assignment. “She had a good understanding of the customer service function, so she was able to gain the respect, cooperation and loyalty of the staff right away,” he said. “Her leadership also helped us achieve one of our underlying goals: to retain members of our customer service staff through the change.”
The Vallon colleague credits Vallon LifeScience with placing her in a positive position during a transitional period in her career. The assignment tapped into what she enjoys most: helping to lead people.
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