Customer Service Sales

KAREN MORGAN JONES H: 714-***-****, C: 714-***-****

***** *** **** **. ~ Yorba Linda, CA 92886 ************@***.***

Director of Customer Service and Sales Operations

Top-Performing Manager with solid work ethic and leadership qualities

Creative, results-driven successful leader who delivers strong and

sustainable gains in performance, productivity, and profitability.

Demonstrates high levels of initiative and problem-solving abilities in all

phases of sales, marketing, and customer service operations. Expertise in

developing sales programs, cutting costs, and maintaining exceptional

customer satisfaction. Proven ability to coordinate effective development

strategies, create and inspire positive relationships, and meet/exceed

sales goals. Persuasive communicator and resourceful manager with strong

business acumen.

Strengths include:

Sales Growth Strategic Planning Price Management

Turnaround & Process Improvements Customer Project Management

Satisfaction

Team Building & Facilitation Cost Control Margin Improvement

Key Account Relationships Customer loyalty Order Processing

PROFESSIONAL EXPERIENCE

Pactiv Corporation - Vernon, CA 2008-Present

Top leading manufacturer and distributor of plastic food packaging

DIRECTOR OF CUSTOMER SERVICE & INSIDE SALES

Serve as Director of Customer Service and Inside Sales to manage PWP brand.

Direct customer service, pricing, inside sales team, and sales operations

for major retailers and key accounts across national markets. Define

processes, procedures, systems, and best practices, remaining in alignment

with corporate goals and objectives and making operations more efficient.

Revitalized sales performance through implementation of operations and

customer service communication and training. Supervises customer service

professions, manages individual pricing contracts and new product costs,

and designs customer service strategies and loyalty programs.

. Successfully restructured customer service area, increasing

productivity and improving reputation.

. Increased revenues by 25% through development of targeted sales

programs.

. Created and implemented quality tracking system, improving response

time to product complaints by 20%.

. Instituted forecasting process and reporting system consistently

providing customer service improvements.

. Accelerated delivery time of products and streamlined order/backorder

fulfillment.

American Sporting Goods - Aliso Viejo, CA 2003-2008

Manufacturer and distributor of brand name footwear and apparel including

AND1, AVIA, NSS, and RYKA

DIRECTOR OF MARKETING SERVICES AND CUSTOMER SERVICE

Specifically hired to turnaround customer service, pricing, and sales

support departments for company generating $300M in revenue annually.

Managed customer service, consumer relations, allocations, and distribution

of name-brand footwear and apparel to large and independent retailers

across domestic markets. Worked in cooperation with sales team, focusing on

new business development, customer service, and strategic account planning.

Effectively organized pricing programs and developed quality B2B websites.

. Successfully transitioned $100M acquisition of AND1 footwear and

apparel from SAP to Oracle.

. Streamlined Oracle software to improve on-time delivery by 50%.

. Reduced number of returns by 20% through development of consumer

relations process.

. Designed and implemented inventory availability and reporting system,

increasing sales fulfillment rates by 20%.

. Reduced vendor charge backs by 30%.

Vans - Santa Fe Springs, CA 2001-2003

Manufacturer and distributor of footwear, snow products, and apparel

DIRECTOR OF CUSTOMER SERVICE

Planned, managed, and provided leadership for Global Customer Service

operations encompassing consumer affairs, distribution, allocations, e-

commerce web sales, telesales, and sales support. Oversaw call center

functions, supervised 20 employees, and managed company's policies,

objectives, and initiatives. Enforced pricing and on-line order entry

systems, ensuring compliance with Sarbanes-Oxley Act.

. Enhanced internal programs and collaborated with vendor compliance

teams, decreasing vendor chargebacks by 40%.

. Improved e-commerce website through content development and

recommendations in the area of

e-commerce on-line shopping resulting in 60% increase in revenue.

. Developed on-line order entry and reporting system, increasing sales

by 20%.

. Transformed customer service department into profit center by

utilizing B2C website.

. Championed development of employee recognition and mentoring programs,

increasing morale by 60%.

Q-Media Services, Inc. - Irvine, CA 1999-2001

Turnkey manufacturing and distribution service provider; Authorized

Microsoft manufacturer

BUSINESS UNIT DIRECTOR

Oversaw development and direction of business unit managers, account

managers, and support staff engaged in customer service, purchasing, and

planning operations. Created cross-functional teams, defining requirements

and achieving ISO 9002 Certification.

. Administered system to review and analyze costs of operational

processes and business forecasts. determining account and department

progress and increasing profits by 15%.

. Reduced material costs by 30%.

. Outstanding reputation for serving all customers with high levels of

respect, trust, and integrity.

DePuy ACE, a Johnson & Johnson Company - El Segundo, CA 1990-1999

Multinational manufacturer of orthopedic trauma medical devices

DIRECTOR OF SALES OPERATIONS AND CUSTOMER SERVICE

Directed sales and customer service operations for Global Customer Service

and Distribution Center. Assisted in recruiting qualified and talented

managers, encouraging team to develop core functions and implement

processes and procedures.

. Created service program enhancements that improved service to

customers and distributors by 20%.

. Enforced Enterprise Resource Planning System (JD Edwards One World) to

accommodate sales and service operations.

. Decreased past-due customer orders from $3.2M to less than $100K

within 10 months.

. Achieved 30% increase in sales.

EDUCATION & CREDENTIALS

Bachelor of Arts degree in Psychology

UCLA - Los Angeles, CA

Certification in Management Effectiveness

University of Southern California - Los Angeles, CA

Customer Service Professional Certification, International Customer Service

Association

California Real Estate License

TECHNICAL SKILLS

Proficient in SAP, Oracle, JD Edwards, IQMS, PkMS, CRM, EDI

COMMUNITY ACTIVITIES

Caring Hands Kitchen, Program Director

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