Customer Service Manager
Resume:
HEATHER L. MUNSELL
Wadsworth, OH 44281
*************@*****.*** 614-***-**** (Cell)
CAREER PROFILE
Performance-driven operations and production manager with highly accomplished
record in designing and implementing multiple initiatives and process improvements in
diverse organizational settings. Proactive problem solving combined with strategic
vision for change that delivers quality on time and within budget for profitable
conclusions. Keen analytic aptitude and business acumen for overcoming obstacles to
quickly align operations with objectives. Strong persuasive communicator, adept in
cultivating relationships at all levels, with dedication to excellent customer service.
AREAS OF EFFECTIVENESS
• •
Multisite Management Budget Administration & Management
• •
Vendor & Bid Management Purchasing & Inventory Procedures
• &•
Contract Development Internal Systems & Controls
•
Negotiations Staff Development
• Operations &•
Analysis Team Building
•
Process Redesign Customer Service
CAREER PROGRESSION
TODCO Marion, OH 2011 to 2013
Operations Manager, Division of Overhead Door
Managed three shifts Union manufacturing operations in a 60,000 square foot facility.
Responsible for daily manufacturing needs including inventory needs, capital equipment
evaluations and managing Union and Company discussions. Direct supervision for Six
Production Supervisors, Data Auditor and Master Scheduler
• Participated in Union Contract Negotiations for a three year agreement
• Oversaw transition of After Market Parts from Upper Sandusky facility to Marion
• Oversaw transition of Swing Door Manufacturing from Upper Sandusky facility to Marion
• Responsible for OSHA and Safety Compliance
• Managed labor and cost variances according to P&L
MedVet Medical and Cancers for Pets Worthington, OH 2002 to
2011
Director of Operations
Orchestrate change and growth for two pet health care units; a 60,000 square foot facility in
Columbus and 6,000 square foot facility in Cincinnati. Oversaw and managed all aspects of
day-to-day operations for two facilities, including budget accountability. Support 13 business
units in fulfilling facility, purchasing, and capital equipment requirements. Liaise and promote
relations with external referring partners. Lead, develop, and evaluate environmental and
purchasing staff of ten in negotiating and controlling bid processes with contractors and
vendors. Administer $5M inventory, tracking and reporting monthly on purchasing activity and
pharmaceutical and hospital supply levels. Compile data and collaborate with financial
leadership on cost containment to meet all budget targets. Review performance reports and
create strategies for improvement.
HEATHER L. MUNSELL Page Two
• Spearheaded $1.5M construction project, from design through to completion, for
addition to facility.
• Managed daily facility needs on both campuses including mechanicals, construction
projects and upkeep
• Liaison with local government for community projects and building code provisions
• Cut supply expenses by 12% and equipment repair expense by 10% in 2009 by
driving implementation of rigorous inventory process controls and procedures.
• Charged with management of customer service team of 25 for two years during
transition and reorganization of company structure.
• Served as member of the Board Management Committee and Co-Chair of Pharmacy
Committee to oversee operations and business activities.
Metatec International Dublin, OH 1999 to 2002
Analyst, Business Services
Enhanced account profitability for creator, manufacturer, and distributor of CD and DVD titles
offering disc mastering and graphic design through replicating, packaging, and distribution.
Provided leadership and analysis to improve business operations, account management
systems, and overall profitability. Oversaw bidding projects and client accounts, including
contracts and pricing. Collaborated with sales and customer service team throughout proposal
development. Audited customer invoicing to ensure accuracy. Managed sourcing and cost
matrices for customer graphics and packaging, interfacing with customer service on logistics
and price of procured supplies. Compiled and prepared monthly reports on cost and price for
all production materials.
• Streamlined processes for account setup and created new work flow process to facilitate
robust account management and reporting while serving as Co-Leader on account
profitability task force.
Bigmar Pharmaceuticals Johnstown, OH 1996 to 1999
Regulatory Specialist
Championed operations compliance to advance new products for startup manufacturer of
generic pharmaceutical oncology products and intravenous infusion solutions. Directed and
implemented operational procedures across domestic and international facilities to ensure
standardized manufacturing and process controls. Liaised with the Food and Drug
Administration (FDA) and other regulatory bodies on compliance issues.
• Successfully filed and gained FDA approval for seven abbreviated new drug
applications (ANDA) and three suitability petitions.
EDUCATION
M.B.A. Franklin University; Columbus, OH; 2009
B.S.B.A. Marketing; Franklin University, Columbus, OH; 2004
Business of People Leadership Training; 2009
AFFILIATIONS
The Association for Operations Management – Member
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