Customer Service Sales

Shelley A. Waldrop

*** ******** ***** ( Rogers, Arkansas 72758

479-***-**** ( *********@*****.***

SUMMARY

An analytical and forward-thinking retail operations manager with

broad-based expertise in research, project analysis, training and

development, accounts payable, and customer service. A self-starter

who takes the initiative to spearhead cost-saving programs. Employs

attention to detail to ensure compliance with company policies and

procedures. A quick learner who eagerly embraces new challenges and

opportunities. Evaluates existing processes and provides insightful

feedback to facilitate improvements. Possesses a proven track record

of producing significant contributions to the long-term success of an

organization.

EXPERIENCE

LA Darling, Bentonville, Arkansas

EDI Coordinator Assistant, 2010

Maintained and updated spreadsheets for blocked sales orders with

resolution. Reviewed and identified resolution for discrepancies between

EDI purchase orders and sales orders. Updated spreadsheet with resolution,

percentage of purchase orders downloaded, sales orders downloaded and

invoiced. Communicated with project managers, EDI Coordinator and sales

managers with information regarding purchase orders, sales orders and

quotes in order for customers to be invoiced correctly and timely.

WALMART, Bentonville, Arkansas

Team Lead 1/Continuous Improvement Manager, 2008-2010

Applied expertise in analysis and continuous improvement to develop,

execute and improve action plans. Executed continuous analysis for

improving or eliminating processes, to reduce waste and streamline.

Conducted meetings and presentations with internal and external customers.

Focused on customer service, addressing issues with EDI (Electronic Data

Interchange), claims, and shipping/receiving of merchandise. Acted as

liaison between merchandising, logistics, suppliers, and external

disbursements, ensuring compliance. Provided leadership to team of six

associates responsible for logistics variance research, including verifying

validity of charges on accounts for warehouses, center points, and

consolidators. Communicated with regional operations managers regarding

results, and provided feedback to internal and external customers.

Oversaw external compliance, including assisting suppliers' compliance with

EDI, purchasing orders, shipping merchandise; ensured tracking resolution,

identified internal system issues, and provided special project analysis.

Maintained internal compliance, including research and resolution of

purchase order debit balances, and cost busts, including researching and

identifying over or understated purchase orders which created fluctuation

in profit and loss for stores, warehouses, merchandising, or invalid

claims/payments to suppliers. Analyzed business trends and performance

indicators, determining staffing and prepared expense estimates. Identified

and communicated goals and expectations to team, promoting continuous

training and addressing improvement opportunities. Ensured activities were

SOX (Sarbanes-Oxley) compliant and consistent with GAAP (Generally Accepted

Accounting Principles). Assisted with testing and training of SAP.

. Reduced number of codes from 32 to four for reporting purchase order

debit balances.

. Changed ownership to associate who created purchase order debit

balances, resulting in reduction of errors by 65%.

. Reported $6.5 million recovered from overpayment to suppliers.

. Supported supplier finance, resulting in economic value of $13,500,000

per year with 11 suppliers.

. Learned and trained business area on bulk pharmacy SAP system

initiative, saving $72,800,000 annually for first six drugs.

. Gathered and researched information for PROFIT, Walmart's financial

transformation team, to feed SAP valid and accurate financial data.

. Integrated logistics variance research into financial shared services,

allowing complete review of profit and loss accounts for warehouses.

. Designed invoice tracking database, saving almost 5,000 hours of

manual processes and over $100,000 in soft savings.

. Began paperless initiative for processing invoices, reviewing purchase

order debit balances and logistics variance research.

. Presented in RLUG (Retail Link User Group) meetings, supplier summits,

and department meetings.

. Coached on cost bust and KFM (Key Financial Measurement) development,

providing exposure to financial impact when writing, receiving, or

billing purchase orders incorrectly.

. Provided information to help with accurate cash flow forecasting,

including payouts, recovered, and internal adjustments.

. Ensured suppliers' purchase orders and shipping compliance, reducing

manual processing of invoices by 16%.

. Created purchase order debit balance database for a savings of 15

hours and $3,500 in savings on completed reports/status.

. Completed training classes for senior coordinators on resolving

conflict, professionalism, and managing projects, priorities and

deadlines/delegation.

. Finished Dale Carnegie Breakthrough to Success course with two awards.

. Educated associates to read system language for EDI purchase orders

and invoices.

Senior Research Analyst, External Disbursements, Compliance, 2005-2008

Held responsibility for daily administration and support of complex,

technical, and high-exposure tasks. Completed issue investigations and

resolutions, activity coordination, analytical skills and support, internal

and external customer support, compliance reviews, audit processing, team

training and development, and technical solutions and workflow

administration with EDI, line level matching system, shared services'

technical team, merchandise payables, accounts receivable, post audit,

vendor contracts, and tax & corporate accounting.

. Acted as operational expert with merchandise payables.

. Performed special project analysis.

. Maintained confidentiality on sensitive matters.

. Reduced manual processing and dispute research by 15%.

Team Supervisor, Merchandise Payables, 2004-2005

Supervised, guided, and trained eight associates. Maintained personnel

files for associates, developing and coaching for success. Inputted

confidential information and helped administer associates' evaluations.

Performed daily reporting and evaluation of workflow. Helped maintain

department goals for research and response to internal and external

customers.

Senior Research Analyst, Merchandise Payables, 2003-2004

Held responsibility for daily administration and support of complex,

technical, and high-exposure tasks. Completed issue investigations and

resolutions, activity coordination, analytical skills and support, internal

and external customer support, compliance reviews, audit processing, team

training and development, and technical solutions and workflow

administration with EDI, line level matching system, shared services'

technical team, merchandise payables, accounts receivable, post audit,

vendor master, and tax & corporate accounting. Acted as operational expert

and special project analysis. Maintained confidentiality on sensitive

matters. Researched and negotiated settlement process with external

customers.

Research Analyst, Merchandise Payables, 2000-2003

Examined claim disputes, utilizing company programs. Provided prompt and

attentive customer service for internal and external customers. Helped

maintain department goals for research and response to both external and

internal customers.

Trainer, Grocery Payables, 1999-2000.

Collected information to create grocery training manual and maintained

updates. Trained four associates at once on grocery payables procedures and

necessary screens, including DCS2000, (Walmart Grocery payable system).

Checked work and gave proper feedback in timely manner. Helped team

supervisors with miscellaneous tasks, processing invoices and researching

supplier disputes. Tested and provided timely feedback for transition from

DCS2000 to merchandise payables systems.

ADDITIONAL EXPERIENCE

Research Analyst, Grocery Payables, 1997-1999. Examined claim disputes,

utilizing company programs, including DCS2000 and merchandise payable

systems. Provided prompt and attentive customer service for internal and

external customers. Helped maintain department goals for research and

response to both external and internal customers.

Invoice Analyst, Grocery Payables, 1996-1997. Paid high-volume invoices

with integrity and proficiency. Called suppliers/buyers, correcting issues

causing discrepancies on invoices.

Grocery Matcher, 1995-1996. Received and opened grocery warehouse mail.

Filed receivers, matching and coding invoices. Data entry of all perfect

matched zeroes and distributed out-of-balance invoices to research analyst.

CERTIFICATION

Green Belt - Lean Six Sigma, 2009

PROFESSIONAL DEVELOPMENT

Time Management, 1998

Conflict Management, 2000

Managing Diversity and Inclusion, 2004

Birkman Method, 2003

Career Planning, 2004

Project Management, 2004

Powerful Presentations, 2008

Delegation, 2005

Work/Life Balance, 2005

Women in Leadership, 2004

Minorities in Leadership, 2004

Mentoring Partnership, 2005

Merchant Finance 1, 2006

Situational SELF Leadership, 2006

Managerial Skills for Non-managers, 1999

Business Acumen, 2008

Micro-Inequities, 2007

Dimensions of Leadership, 2008

COMPUTER SKILLS

MAS500, AS400, SAP, EDI, Walmart Host system, Retail Link, Life Cycle

Visibility (Oracle BI), MS Excel, Access, Word, PowerPoint, Visio,

Adobe, Outlook, Accounts Payable Support System, Office Communicator,

FACT, JEWEL, APNUI, Document Direct, QMF, Queryman, Minitab

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