Customer Service Manager

Lori Redmond

**** ****** **., *********, ** *****

************@*****.*** - Cellular 802-***-**** - Home 802-***-****

Summary: Operations Management: Operations Manager with extensive

experience in inventory,

international procurement, supplier

relationship management and distribution. Manage customer service

departments, multiple warehouses and production departments. Ensure

internal operations support aggressive goals at lowest costs.

Areas of . System Process Improvements & Implementation

Expertise: . Inventory Control

. Production Planning

. Purchasing Domestically &

Internationally

. Project Management

. Accounting & Cash Flow Management

. Strategic Thinking & Business Planning

. Customer Service

Operations Isis, Burlington, Vermont

2007 - current

Experience: Women's performance clothing company that designs and

produces clothing to fit the active woman's

body and life.

Operations Manager

2011 - current

In addition to purchasing manager

responsibilities, manage customer service department. Ensure weekly

and monthly shipping goals are met.

o Led transition of company computer system from A2000 to EBA

without interruption in business.

o Managed annual Isis sample sale in Vermont growing sales

from $174,000 to $233,000 in 2 years; managed additional

sample sales events in Boulder, CO, San Francisco, CA and

Lebanon, NH.

o Led transition of purchasing and operations from

Burlington, VT to Modesto, CA without interruption in

business.

o Improved levels of service to dealers and end users

empowering service staff through skill development

opportunities and hands-on problem solving.

Purchasing Manager

2007 - 2011

Managed 200+ SKU's annually for each of two purchasing seasons.

Responsible for purchasing

$4M in inventory from domestic and

international vendors to support sales goals. Supervised 4

member customer service team and managed

distribution warehouses in California and Canada. Collaborated

with and met requirements of forwarders and custom brokers to bring

in goods from overseas factories. Ensured inventory was 100% accurately

reflected in the system at all times.

o Transitioned all inventory and purchasing modules from

Apparel Magic software to A2000 software ensuring 100%

accuracy in data.

o Improved gross margin by 2% moving more inventory by ocean

versus air shipping.

o Managed discounts and chargeback's to factories to help

increase gross margin.

o Helped transition 3rd party EDI systems for Amazon,

Dillards and REI internal EDI system integrated with the

Isis A2000 software.

o Improved production planning process which increased

efficiency of product ordering and reduced surcharges and

up charges by 25% in purchasing from international mills

and factories.

o Implemented greige (raw fabric) forecasting which

shortened lead times by 30 days on fabric deliveries.

o Led transition of warehouse from Georgia, VT to Modesto,

CA.

Lori Redmond / page 2

o Reduced chargeback's 80% over 3 years from key accounts by

implementing warehouse systems to meet key account

expectations .

o Established Quality Control program to get top of

production samples sent from factories prior to bulk

production shipping to address Quality Control issues

before product arrived in warehouse.

o Developed costing system which tracked purchasing and

freight variances to improve costing of product in future

seasons.

Ancient Graffiti, Inc., Middlebury, VT

1995 - 2007

Importer and distributor of unique nature

inspired home, garden and nature gift items.

V.P. of Operations

Responsible for all financial functions including budgeting and

financial statements, international purchasing, quoting,

importing, management of customer service, production, warehouse and

shipping teams, human resources, computer system and internal reporting

controls. Managed 300+ SKU's annually. Purchased $1M+ of inventory

annually to support sales.

o Grew company from $600,000 to $2M+ annually in sales

through effective strategic business growth planning.

o Improved gross margin through importing of product to make

the company profitable for the first time from 2002 through

2007.

o Led movement of warehouse from Middlebury, VT to Lake

Zurich, IL and then back to larger facilities in

Middlebury, VT.

o Managed company website to keep updated with current

products, pricing and specials.

o Developed reports and monitoring systems to monitor key

performance indicators, budgets, cash flow and costing.

o Created and implemented systems and procedures for all

company departments.

o Transitioned company software from QuickBooks to MYOB.

o Setup EDI procedures for sales with Target and Walmart.

Danforth Pewterers, Middlebury, VT - Accounting

Manager 1995 - 1997

Interactive Arts, Inc., Bristol, VT - Director of

Operations 1991 - 1995

Chatham Precision, Hinesburg, VT - Controller

1988 - 1991

Education/Training

A.A.S. Business Administration, County College of Morris, Randolph, NJ -

1983

Completion of 120 credits towards Bachelor Degree in Accounting Centenary

College

Advanced Excel Beyond the Basics, Fred Pryor

How to Bargain and Negotiate with Vendors & Suppliers, Fred Pryor

Mastering Microsoft Excel Pivot Tables, Skillpath

Lean Management 101, Vt Dept of Labor

Apparel and Textile Classification Seminar, A.N. Derringer

Importer Security Filing 10 +2, A.N. Derringer

Seven Challenges of Communication Skills, Isis

Community Leadership

Addison County Court Diversion Volunteer

Notary Public State of Vermont

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