Customer Service Project Manager

Susan Valkar

480-***-**** ( **** E. Williams Drive #1032 ( Scottsdale, AZ 85255 (

*********@*****.***

PROFILE

Motivated professional with proven success in distribution management, customer

service, and process improvement. Excellent interpersonal skills and a highly

effective communicator. High level of computer proficiency in MS Word, Excel,

PowerPoint, and Outlook with extensive experience in Sharepoint.

PROFESSIONAL EXPERIENCE

PF Chang's China Bistro - Scottsdale, AZ April 2007 - Present

Supply Chain Distribution Manager/Partner Support

Responsible for food and smallwares distribution for over 400 stores utilizing 23

distribution warehouses across the country

Managed quarterly Limited Time Offers to ensure product availability while limiting

financial exposure

Provide clear and detailed communication to direct all distribution-related

activities.

Mitigate urgent daily issues on behalf of the PF Chang's and Pei Wei stores, finding

resolutions that balance the needs of the company with the requirements of our Vendor

and Distribution Partners

Primary liaison between Field Operations, Distribution Warehouses and Internal Team

Implemented process to manage inventory depletions, resulting in 80% reduction of

waste

Administered product rollouts, transitions and phase outs

Supply Chain facilitator for over 60 new restaurant openings

Managed multiple distribution warehouse transitions ensuring limited disruption to

service or supply

Led field initiatives to increase efficiency, ensure food safety and drive savings

Conducted annual reviews of Distributor Warehouses to build field-level relationships,

train & certify warehouse staff on Gold Standard level of service and review KPIs

Administered reverse auctions and strategic sourcing initiatives with proven savings

Concentric Healthcare Solutions - November 2005 - April 2007

Scottsdale, AZ

Human Resource & Compliance Manager

Performed monthly audits of staffing files, ensuring all certifications and

inoculations were up to date

Established Review and Acknowledgment Program to aid in employee development and

retention

Created training program to include software tutorial and customer service protocol

Instituted policies and procedures to assist in structuring benefits initiatives,

performance management and payroll administration

Assist CEO and President in project management and strategic planning

Supervised payroll and benefits for 100+ employees

Wesley Mission - Sydney, Australia December 2004 - August 2005

Marketing & Events Coordinator

(Temporary)

Coordinated fundraising and goodwill events for third largest non-profit organization

in Australia

Acted as Project Manager and oversaw major proceedings including:

Home renovation filmed and documented by Better Homes & Gardens

Rallies for over 2000 members of the Uniting Church of Australia

Gala events with the Australian Prime Minister in attendance

Presented to multicultural audiences, incorporating small group activities and

individual coaching

Assisted in designing marketing materials used for large-scale fundraising efforts

Landmark Interiors - Mesa, AZ February 2000 - March 2004

Home Essentials Division Manager (November 2002 - March 2004)

Administered overhaul of Division which resulted in increased revenue, increased

process efficiency, and improved customer relations

Initiated contracts with third party vendors to comply with company standards

Implemented Sales Training Program and presented weekly training meetings ranging

from new product orientation to sales techniques and customer service

Created and presented bids for multi-million dollar housing projects

Directed customer service representatives and made final assessment in conflict

resolution

Supervised staff of eight with regard to all personnel and work-related issues

Executive Assistant to VP of Marketing (February 2000 - November 2002)

Executive Assistant to the Vice President of Sales and Marketing

Designed and scripted all marketing material including brochures, press releases,

display boards, company website, direct marketing mailers, radio spots, and special

promotions

Event Management including:

Formal Grand Opening

Quarterly Employee Functions

Annual Golf Tournament

Jackson Properties - Gilbert, AZ January 1997 - February 2000

Executive Assistant to VP of Construction

Executive Assistant to the Vice President of Construction

Assembled all pertinent contractual documents, drafting materials and municipality

permits for a custom home build start package

Maintained daily contact with Subcontractors to mediate and problem-solve

Created and maintained all production schedules and departmental reports

Monitored monthly Superintendent bonuses

Event Management including:

Annual Employee Functions

Annual Golf Tournament

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