Shannon Sylva, Leed’s Former Director of Customer Operations, Joins Bullet Executive Team
Polyconcept North America, the fourth largest supplier within the promotional products industry, continues its strategy to develop and leverage effective leaders within each of the supplier brands it operates with the move of Shannon Sylva from customer operations at Leed’s to director of internal operations at Bullet. Transferring knowledge between the two suppliers has proven effective for Polyconcept North America in the past. In 2007, Polyconcept North America promoted Bob Herzog, formerly Leed’s vice president of customer operations, to president at Bullet to lead efforts for aligning the company with Polyconcept North America’s overall strategy among its three companies. Shortly after his arrival at Bullet, Herzog sought to enhance manufacturing effectiveness by adding Chuck Ertzberger to the team as the vice president of manufacturing, the role he had been filling at Leed’s. Bullet has experienced significant gains on a variety of manufacturing measures, including productivity and quality, since Ertzberger joined the team.
Sylva joined Leed’s as director of customer operations in 2006 after more than 20 years of leadership roles in operations for shipping giants UPS and FedEx. During his tenure at Leed’s, he helped to facilitate many process improvements within the customer operations departments he managed. Dave Lassman, vice president of operations at Leed’s commented, “In the three and a half years Shannon was with Leed’s, he and his teams reduced quality issues by over 50 percent and improved order processing productivity by more than 50 percent. But most importantly, Shannon achieved these ends through fostering a service culture that is truly customer-centric, and his efforts have resulted in the best customer service team in the industry.”
Herzog also commented on Sylva’s move to Bullet: “I was excited when Shannon agreed to accept this critical position on the Bullet executive team. It’s not often you get the chance to bring a manager of Shannon’s caliber into your leadership group. I expect him to quickly implement the same best-in-class customer practices at Bullet that he facilitated at Leed’s. Bringing Shannon to Bullet is going to allow us to further leverage our resources within Polyconcept North America to improve the overall customer experience.”