Customer Service Manager

Alma W. Bell

**** ***** ***** **** ***** 804-***-****

Chesterfield, VA 23838 abinfd@r.postjobfree.com

OBJECTIVE: Product Vendor Manager, responsible for the day to day purchasing activity of the

procurement of goods, services and specialty items and vendor management of

company-wide contracts within the Supply Chain Management Group. Specifically

managed the “priority one” contract with a national office supply vendor, valued at

valued at $6.5 million dollars for a footprint of 30,000 plus employees. Currently

seeking a position to allow the usage of extensive knowledge of procure to pay

processes, office management skills and excellent interpersonal, organizational and

administrative skills.

EMPLOYMENT: SunTrust Banks, Inc., Richmond, VA 200*-**-**-****

Officer, Purchasing Analyst 3

• Aided in Strategic Sourcing RFP for a new office supplies vendor

• Assisted organization in re-designing business processes to support software

implementation moving from SunTrust hosted online office supply ordering system

to vendor supported catalog using Ariba Procure to Pay (e-Procurement) vendor

managed software.

• Participated in pilot program testing, defect resolution, and integration of Ariba

system

• Managed requisition and purchase order process to include creating, submitting, and

approving requisitions and processing, changing, and denying purchase orders

• Evaluated Legacy Procurement system ordering trends to create catalog of supplies

and subsequently managed all catalog changes and updates.

• Analyzed and created reports to proactively replenish customer inventory from the

warehouse

• Make Post-Submission Edits to Requisitions and Purchase Orders

• Used Workflow approval process to add additional approval levels into the approval

flow

• Query Approval Documents in the Purchasing Flow, Edit Submitted Catalog

Approval Requests Without Altering the Approval Flow

SunTrust Banks, Inc., Richmond, VA 2001-2003

Purchasing Analyst 2

• Responsible for making sound purchasing decisions in evaluating requests,

quotations, vendor services, products and reliability to ensure the best use of the

corporate funds for materials needed.

• Responsible for controlling inventory dollars by economic order quantities,

historical trends and seasonal fluctuations for two SunTrust warehouses. (Demand

Action Reports-Monitor inventory related reports to ensure that outages are held to a

minimum)

• Responsive to customer service which includes both internal customers and

departments which require the support of the Materials Group.

• Attended workshops, seminars and plant visits to keep abreast of market trends and

to improve job performance.

• Responsible for cross-training to support the Materials Group when needed.

2

• Responsible to understand and implement the purchasing system and other data

applications.

• Created a Dated Materials Catalog to add to the online ordering system-OnRamp

• Served as the liaison and buyer for the gifts and prizes for the United Way

MidAtlantic Campaign Manager.

• Increased contract compliance from 50% to greater than 90% by educating internal

customers on policy changes and system usage and monitoring and by correcting

submitted requisitions and orders

TRESP Associates, Inc., Richmond, VA 1997-2001

Purchasing and Office Administration

Provide direct oversight for corporate purchasing as it relates to computers, peripherals,

cabling, office supplies and integration requirements for projects ranging from $5,000 to

$500,000 monthly. Negotiate favorable terms and best pricing with vendors and review

them for performance, attend trade shows. I worked directly with the sales staff to

ensure customer satisfaction. I worked with the warehouse staff, ensuring that shipping,

receiving and RMA procedures were done properly. I supervised a total staff of six

including the accounting department activities.

• Identified a deficit in existing accounting system in the division. Researched and

presented to senior management a full service accounting package that was

approved and installed. Served as project leader for implementation and training of

staff.

• Developed procedures for purchasing that were adopted into the ISO 9000

certification process and assisted the warehouse and accounting in their

development.

• Designed a shipping and receiving system, which was developed into a software

database to complement Federal Express and the UPS system written in FileMaker

Pro.

• Implemented and chaired a quality management review team comprised of a

member from each department to solicit ideas for quality improvement and

customer retention.

RAM Computer Services, Inc., Richmond, VA 1994-1997

Office Manager

Directed the company support and administration staff which included accounting,

purchasing, warehouse, and secretarial. I ensured the smooth and accurate flow of

goods and services using just-in-time purchasing and inventory management practices.

• Established policies and procedures for all support departments.

• Developed and implemented operation budgets and forecasts.

• Designed and developed an employee and benefits manual.

• Hired and trained all support staff.

• Established a training program for new hires in customer satisfaction and retention.

• Performed the Accounts Receivable, Accounts Payable, & Payroll functions for the

company.

Department of Motor Vehicles, Petersburg, VA 1985-1994

Public Service Specialist

• Performed driver licensing & road test, vehicle registration, titling transactions,

and tax collections.

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Alma W. Bell

• Accounted for related fees.

• Assisted in training and guiding the work of subordinate staff.

Public Contact Specialist, Clerk 1974-1985

Petersburg Medical Center, Petersburg, VA 1969-1974

Medical Assistant

• Performed secretarial duties of answering multi-line phone, greeting patients,

scheduling appointments, cashiering, insurance filings and transcription of

medical records.

EDUCATION: St. Paul’s College, Lawrenceville, VA

Business Education

Institute For Supply Management (ISM) 2001-Present

Monthly seminars and conferences- organization exist to educate, develop and advance

the purchasing and supply management professional.

SunTrust University 2001-Present

Project Management

Excellence in Internal Customer Service

Anti-Money Laundering Training

Code Of Conduct

Client Privacy

World Class Supply Chain Management Course-J. Sergeant Reynolds Community

College May 2003

Introduction to Sales & Marketing 1996

Improving Customer Service and Satisfaction 1995

TECHNICAL

KNOWLEDGE: Software: Windows, Microsoft Office, MS Word, MS Excel, MS Outlook, Service and

Repair Help Desk Software, Spend Vision Software-Tracks PCard /Credit Card Spend,

Facts Inventory Database Software, OnRamp Online Ordering System, Ariba

eCommerce Procure to Pay Software

Contact this candidate