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Customer Service Project Manager

Location:
Bentonville, AR
Posted:
July 24, 2015

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Resume:

Dynamic project management professional with demonstrated skill commanding multi-million dollar global corporate initiatives to on-time and on-budget completion. Proven record enhancing corporate operations and profitability through expert application of quality assurance and process excellence best practices. Has the ability to work independently or as a member of a team on complex tasks.

PROFESSIONAL EXPERIENCE

J.B. Hunt Dedicated Contract Services® (DCS), Lowell, AR specializes in the design, development, and execution of customized supply chain solutions. They help customers move freight more effectively, and they manage the operation for them. FMS understands their customers' business needs, and deliver the right combination of people, assets and ideas that make a measurable bottom-line difference.

Logistics Coordinator – April 2014 – Present

Routing of trucks for the Final Mile Service

Knowledge of Visual Control Room software

Able to read mapping and geo-code each order through longitude and latitude

Ability to meet daily deadlines for submitting route information for Local Distribution Centers

Planning and scheduling of resources in order to meet company mandates and improve the bottom line

Strong communicator and trouble shooter while working with teams across the country

Daily reporting of routing for each Distribution Center assigned to you

Ensures Account Executives are able to receive a positive experience and customer satisfaction for their clients

Daily use of Excel, Access and Lotus Notes

121 Digital Marketing, Fayetteville, AR provides digital marketing services for business throughout Arkansas. Powered by the state’s largest newspaper, the Arkansas Democrat-Gazette, 121 Digital Marketing provides businesses with the latest in Internet marketing from a company they can trust. The Arkansas Democrat-Gazette has served local businesses in Arkansas for nearly two centuries. With a network of seven daily newspapers, weekly newspapers, magazines and websites in Arkansas, 121 Digital Marketing combines the promotional power of print and digital for its customers.

Digital Project Manager – September 2013 – December 2013

Extremely organized

Professional Project Manager with skillsets in various softwares

Manage many digital marketing campaign projects simultaneously with short timelines and different milestones

Great communicator and trouble shooter

Liaison between Sales team, Technical team and a Diverse group of clients

Ensures clients receive a positive experience and customer satisfaction

Strong knowledge of SEO, SEM, SMM, Landing Page, Website and other digital marketing services

Clarity Consultants, Campbell, California is a leading provider of consultants for corporate learning and development and technical communications. For more than 20 years, organizations have turned to Clarity to deliver talent to help expedite critical projects. They are passionate about delivering the best L&D, Technical Communications and Project Management solutions for clients. They understand training and development, and know the value that project management experience brings to the overall success of a project.

Project Manager (QuickBase) – 100% On-Site Sam’s, Bentonville, AR February 2013 through June 2013

Strong knowledge and experience with QuickBase to assist with their migration from SharePoint to QuickBase. This role assisted the Marketing/Consumer Analytics team with the following:

Documented new processes related to QuickBase and marketing programs

Developed plans to improve the monitoring and tracking of project workflow

Helped design the look and feel of the QuickBase Gui

Facilitated new or improved processes to ensure efficient customer service and mindset

Created SOPs, Visio Charts, and other process documents.

Full Time Temporary positions:

Tyson Foods, Springdale, AR December 2012 to January 2013

Nilfisk-Advance, Springdale, AR June 2012 to December 2012

IVESCO LLC, Springdale, Arkansas As a leader in animal health distribution, IVESCO™ offers over 30,000 products including pharmaceuticals, vaccines, nutritionals, equipment, and insecticides. They provide professional products and services to veterinary clinics, dealer retail stores, livestock operations including dairy/beef and cow/calf, poultry and swine integrators, and feed ingredient customers alike. They offer our customers and suppliers the very best in sales, service, logistics, information technology, and technical support through fourteen distribution centers across the United States.

Inventory Control Manager February 2012 TO May 2012

Over-see all aspects of inventory control efforts and inventory personnel for IVESCO in 14 warehouses. Project Manager for new Item Master.

Analyze physical inventory, establish and maintain inventory discrepancy investigations, and generate appropriate reporting to maintain adequate inventory levels and appropriate control.

Reduce and maintain proper SKU levels working closely with Product Managers and Director of Purchasing.

Play an active role in providing information to the company on slow moving and dead stock inventory for the purpose of proper inventory levels.

Key owner of the Item Master File. Project Manager for new Item Master File combining two platforms into one located on the cloud.

Strategy Development/Planning Partner with functional and operating business partners to drive overall business specific strategies.

Great Dane Trailers, Terre Haute, Indiana is the pioneer of the refrigerated trailer industry with division offices in Savannah, Ga., and Chicago, Ill., Great Dane has seven strategically located manufacturing plants in the U.S. In addition, Great Dane utilizes a network of company-owned branches, full-line independent dealers, and parts-only independent dealers and has distribution points across North and South America.

Inventory Control Coordinator JUNE 2011 TO February 2012 Responsible for maintaining acceptable and accurate inventory levels. Performs inventory adjustments, cycle counts, physical inventory, vendor returns, build-up of new part numbers, part number changes, deletions and bin checks, Works with brokers and vendors to ensure NAFTA and County of Origin certifications are in order. Uses JD Edwards with an interface to the online marketing website.

Recent recession 2009-2011 Various temporary assignments and contract work

Antilla Associates-Business Brokers Network, Somerville, Tennessee 2008-2009

BBN, Dallas, TX, is the leader in the growing and dynamic business brokerage industry by providing its team of professional brokers with tried and true tools and methodologies to help buyers and sellers get businesses sold. In addition, BBN offers its Affiliate Brokers the most advanced technology to manage their offerings and buyers, to generate professional reports, and to outperform the competition.

Business Broker/Owner 2008-2009

Represented the interest of Business owners; Received and organized business information; assisted owners during the development stages of their offering structures; packaged offering information and materials; Engaged in meaningful marketing activity; Facilitated and submitted offers to purchase; Assisted business owners during the closing process.

Received extensive training from executive leadership for all levels of negotiating between a buyer and seller and completing the appropriate paperwork

Expanded the Business Brokers Network presence in the Memphis, TN region by developing a customer base of potential clients

Met with prospects of large and mid-size businesses to analyze their needs

FEDEX, Memphis, Tennessee 2001-2008

$15 billion global transportation, logistics and supply chain management company with over 500,000 employees worldwide.

Program Management Advisor 2007-2008

I managed global projects across various FedEx entities and lead cross-functional teams of 12 to 30 members. As a team we were responsible for concept, definition, planning, development, and launch of the corporate initiatives. Guided team progress through Systems Development Life Cycle with project plans and skilled mentorship of individual team members. Delivered presentations detailing project progress to executive leadership. Monitored and tracked project at every stage to ensure compliance of progress with corporate goals. Facilitated cross-departmental meetings to deliver daily progress reports. Managed multiple global project phases simultaneously.

Spearheaded launch of new product for FedEx Express Freight, driving freight sales increases of 10% and securing 10-12% gain in market share.

Elevated company operations through key contributions to launch Customer Service system enhancements to streamline customer interactions with FedEx.

Received extensive recognition from executive leadership for expert management of multiple domestic and international projects to successful completion.

Senior Project Management Analyst 2005-2007

Served as Customer Service project lead for multiple complex FedEx initiatives including corporate Human Resources processes and policies, change management for revamping systems, performance standards, and new training initiatives. Delivered expert project planning, updating, executive summaries, timeline tracking, and post-project evaluations. Commanded key decisions on project objective, structure and cross-departmental disputes to ensure on-time and on-budget fulfillment of deliverables. Delivered comprehensive presentations including Visio diagrams, financial details, and Six Sigma analysis to stakeholders, c-level management, executive officers and company Vice Presidents.

Streamlined Customer Service Center operations through expert documentation and elimination of redundancy and agent information handling; secured savings of over $1.2 million per year.

Served key role in decreasing day’s accounts receivable, securing monthly savings over $1 billion.

Achieved 2 Bravo Zulu awards for exceptional achievement using change management.

Business Development Advisor/Senior Sales Analyst 2003-2005

Drove progress of multiple sales infrastructure streamlining projects for FedEx Worldwide Sales division. Collaborated with Directors and Vice Presidents of Worldwide Sales to ensure timely completion of projects. Developed communications materials for Vice President of Sales to be published online and

presented at executive-level meetings. Delivered expert research, data analysis and forecasting in support of Director of Retail Sales through expert use of SQL queries and Access databases.

Played key role in reorganization of sales infrastructure using change management techniques to lead and enhance efficiency of data retrieval.

Delivered instrumental contribution to company-wide systems re-engineering of FedEx customer spend analysis and sales agent compensation strategy following Human Resources policies.

Established reputation as system change expert, advising sales force on integrating new system initiatives into sales cycle.

Achieved prestigious 5-Star nomination for excellence in facilitating communications between Marketing, Customer Service and Sales departments.

Senior Marketing Analyst 2001-2003

Collaborated in ensuring compliance of contracts between FedEx and other global companies for Price Compliance division. Delivered expert consultation on legality of new surcharges and price increases as they relate to top-dollar contracts. Liaised between Legal and Sales departments to balance contract

compliance with profitability; served as Project Lead for price compliance. Conducted research and analysis through programming and query development to organize and retrieve data from ISH databases.

Protected FedEx from multiple lawsuits through prevention of contract non-compliant charges to contracted customers, securing millions in legal savings and following Human Resources policies.

Spearheaded reprogramming of Pricing System, increasing flexibility in compliance with needs of sales force.

Served key role in launch of Pricing Initiatives Annual Price Increase, ensuring regular increase in profits were safe from legal challenges and program glitches.

Achieved 2 Bravo Zulu awards for exceptional contribution.

EDWARD JONES INVESTMENTS, Memphis, Tennessee 1999-2000

International investment brokerage network serving individual investors, with over 37,000 employees located in firms throughout 50 states, Canada and United Kingdom.

Investment Representative

Orchestrated establishment of market territory in preparation for new branch office opening. Conducted personal visits to prospects and delivered prospective client education on Edward Jones financial

products. Commanded remodeling of leased office space in compliance with Edward Jones specifications. Managed branch office and served as product representative to prospective clients.

Secured over 1,500 potential clients through aggressive territory expansion initiative involving personal visits to small businesses and possible investors.

Achieved Series 7 and 63 Securities licensing as well as Insurance Licenses 21, 22 and 23.

BAXTER HEALTH CARE, Memphis, Tennessee 1998-1999

Global medical device, pharmaceuticals and biotechnology manufacturer with annual revenue over $11 billion and approximately 46,500 employees worldwide.

Inventory Control/Audit/Hemo Express Manager

Chosen by executive management to consolidate 36 warehouses and plant inventories nationwide into 2 key warehouses in Memphis and Salt Lake City. Utilized change management expertise to lead 6-8 person professional teams and collaborate with management to orchestrate warehouse data redesign to accommodate additional variables in inventory and implement SAP pick, pack and tracking system.

Orchestrated comprehensive overhaul of inventory storage and distribution processes, ensuring savings of over $5.2 million per year.

Implemented key SAP system seamlessly into company pick and pack inventory control system.

Ensured on-time, on-budget completion of project through expert cross-functional communication and utilization of project management best practices.

EDUCATION

Master of Business Administration: Finance & Business Management

Christian Brothers University, Memphis, Tennessee

Bachelor of Science in Accounting & Business Administration

St. Mary-of-the-Woods College, St. Mary-of-the-Woods, Indiana

I earned the Project Management Professional, PMP, certificate from PMI; Certified Six Sigma Black Belt, CSSBB, Certified Six Sigma Green Belt, CSSGB, and Certified Manager of Process Excellence while employed with FedEx.

NOTE: Additional professional experience includes Senior Business Analyst at Kraft Foods (1996-1998) and A/R Supervisor and Senior Financial Analyst at Coca-Cola Enterprises (1992-1996). Details available upon request.

www.linkedin.com/in/rondaantilla



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