Customer Service Project Manager
Resume:
Katherine Flynn
Norcross, Georgia *****
*********.*********.*****@*****.***
LinkedIn: www.linkedin.com/in/katherinemceachernflynn
PROFESSIONAL SUMMARY
A results-oriented Supply Chain professional with a distinctive career in a
multinational IPO which provides Internet-related products and services management,
including Internet search, cloud computing, software and advertising technologies, with
the primary responsibility for maintaining systematic and physical inventory integrity and
accuracy, as well as driving large projects involving the implementation of processes,
and resolutions for continuous improvement, financial / physical recovery of material,
and quality assurance. Professional experience also includes a career whith one of
North America’s leading domestic wholesaler of building products, serving independent
dealers, industrial customers and large home improvement centers from over 60
locations in the United States and one location in Canada.
Strong technical experience in business restructuring, system restructuring, planning,
analysis, testing, implementation, and customer support. Recognized for ability to
support internal customers in an effectual and efficient, results oriented manner. A self-
directed and motivated team leader with the ability to consistently achieve objectives.
Computer experience includes Oracle Inventory Management Modules, Microsoft
Word, Excel, PowerPoint, Access, Linux, All Google office suite modules, SIMMS, JDA
and AS400.
CERTIFICATIONS
Georgia Institute of Technology, Atlanta, GA
Certificates in Multimedia & Web Design 2003
The Chubb Institute, Atlanta, GA
Honors Diploma - Network Security Systems 2004
Total Logistics Institute, Atlanta, GA
Certificate - World Class Inventory Management 2009
Project Management Academy, Atlanta, GA
Certificate – PMP Exam Preparation 2011
AREAS OF EXPERTISE
• Logistics Project Management
• Inventory Control Management
• Systems Control Management
• Process Development, Testing and Implementation
• Quality Control
• Procurement
• Supply and Demand Planning
• 3PL Management
ACHIEVEMENT HIGHLIGHTS
• Successfully achieved the creation of a global logistics department by implementing
processes, hiring, training and documentation, which resulted in a highly organized
and efficient business unit, adhering to policies, 99% inventory accuracy, and
smooth shipping and receiving processes, and increased customer satisfaction and
confidence
• Initiated and led a major project to recover $1.5M of material that was systematically
unaccounted for, or stuck in transit, and unmanaged, by thorough data and physical
analysis, cyclecounting, and root cause analysis. Brought into the system for SOX
compliance, finance / visibility / purchasing / balancing purposes
• Managed and led a project to reconcile ~$3.5M in unaccounted for RMA, (Return
Merchandise Authorization, provided to a supplier to have a product repaired or
replaced), material from February to July 2011 by communicating with internal
customers, vendors, and thorough analysis via serial number reconciliation and
tracking. This prevented Out of Warranty, over / under valuation, and write off
issues
• Daily analysis of system deltas and creating system transactions to correct them.
Last year, resolved ~$42M net value of inventory deltas, preventing over / under
valuation, adhering to internal policies, Finance / Accounting / SOX policies
• Liaison between 3PL, SCO, (Supply Chain Operations), Finance, purchasing,
shipping / receiving, and internal customers in resolving inventory issues
PROFESSIONAL EXPERIENCE
SUPPLY PLANNER / BUYER II, August 2012 - Present
Blulinx Co., Atlanta GA
Responsible for execution of daily, weekly and monthly replenishment plans for
assigned product lines. Annual spend control ranges from $40MM - $60MM.
Establishes tactical plans to ensure achievement of inventory performance (turns) and
sales customer service (fill rate) goals, currently set at 98%
• Monitors results and identifies trends impacting Key Performance Areas –
inventory performance, customer service, supplier performance, supply chain
costs, etc.; develops, communicates, and implements corrective action plans as
necessary.
• Procurement and Supply distribution of 13k+ skus, throughout North America
• Responsible for application and on-going maintenance of all JDA system
parameters associated with inventory replenishment and load building.
• Identifies and implements process improvements with suppliers and internal
customer.
LOGISTICS SPECIALIST II / PROJECT MANAGER, March 2006 – October 2011
Google, Inc. Austell, GA
• Direct day-to-day operations of multimillion$ inventory spokes and hubs,
including monitoring of inventory levels, adjustments to seedstocks and min max
levels, inventory audits, supervision of cyclecounts, root cause analysis, and
system adjustments to inventory
• Hiring, training and supervision of 5 customer service representatives
• Automation of company’s manual inventory management system to a
computerized system in Oracle increasing overall accuracy, visibility, productivity
and efficiency
• Planning, designing, testing, implementation and support for all automated
inventory, as well as support for our 3PLs system (SIMMS)
• Implemented and managed shared programs in Google Docs, (trix) designed to
generate reports, track RMAs, track system adjustments, define root cause
analysis and corrective actions, coordinate and manage cyclecounts which
resulted in more accurate and up-to-date records, inventory accuracy, and a tool
to manage and track critical KPIs
• Designed, implemented and maintained departments internal website, which
provided critical information for our customers, such a procedures, shipping
information, inventory visibility, contact information, resulting in a more efficient
and organized department, and allowing our customers more visibility into how
and what they need to do
• Created and maintained the document database, and 90% of the documents
within it, which housed documents on processes, system manuals, contact
information
• Assist with 3PL transitions, by doing physical inventories, coordination of
shipping and receiving, directing the physical separation of inventory per
business unit, bringing in inventory into the systems, correcting any errors in the
system, and support for the 3PLs and internal customers
• Daily analysis of system deltas and creating system transactions to correct them.
Last year, resolved ~$42M net value of inventory deltas, preventing over / under
valuation, adhering to internal policies, Finance / Accounting / SOX policies
• Liaison between 3PL, SCO, (Supply Chain Operations), purchasing, shipping /
receiving, internal customers in resolving inventory issues
• Preparation of weekly, quarterly and annual reports, which were used to manage
our 3PLs KPIs, report on weekly deltas, missing / recovered RMAs, shipping and
receiving metrics, which kept our inventory accuracy at 98-99% consistently
• Beta Testing Participant / evaluation / feedback of new Google products prior to
customer release by testing of products and provided feedback on quality
HARDWARE TECHNICIAN, January 2005 – March 2006
Google, Inc. Austell, GA
• Repair of servers, by diagnosing issues, replacing hardware, installing updates,
repair of network connections, preventing the failure of critical servers which
would potentially affect millions of external and internal customers
PROGRAMMER, 1997 - 1999
The Windsor Group, Atlanta, GA
• Planned, analyzed, designed, programmed, implementation, and support of DOS
automobile insurance application for 15 states
• Designed and programmed printable documents for applications Y2K analysis,
fixes and support
• Customer support escalation point for application / system issues
• Tested and made improvements for new Windows design of applications
OFFICE MANAGER, 1992 -1994
Perino Industries, Belmont, MA
• Supervised a staff of two customer service representatives in the functions of
word processing/filing/billing/customer service
• Handling of all bookkeeping activities, including researching and correcting 6
months of inaccurate entries
• Automated manual bookkeeping processes into spreadsheets
JUNIOR FINANCIAL ACCOUNTANT, 1989-1992
Trilea Industries, Toronto, Canada
• Maintenance of GL, and reporting monthly, quarterly and yearly for a
multin.3.ational retail property management company. Responsible for 5 major
national shopping centers
• Management of Accounts Receivable, and posting to the GL
• Million dollar bank reconciliations done daily
• Preparation of quarterly and year-end financial reports
EDUCATION
Bentley University, Waltham, MA
Bachelor of Science, Computer Information Systems 1998
PROFESSIONAL AFFILIATIONS
• PMI (Project Management Institute), Atlanta Chapter
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