Sales Customer Service

Jonathan Engle

**** **** *** **** *******, WA 981**-***-*** 285*-***-*** 4745

*********@*****.***

Experienced Leader of Change

Supply Chain Operations / Information Lifecycle Management / Corporate

Policy Governance / Content and Records Management

Demonstrated ability to create lasting solutions to complex problems while

reducing costs and improving efficiencies. A solid communicator who can

inspire change in a complex, matrixed environment. Known for setting

strategic direction and motivating people to achieve their potential.

Professional Experience

Starbucks Corporation, Seattle, WA 1995 - Feb. 2009

$9.5B international specialty retailer

Director, Corporate Records and Document Management (2006 - 2009)

Created a corporate records program and strategy that improved legal

compliance and overall information management practices

. Created and launched training and awareness campaign targeted at all

corporate users, resulting in improved records management compliance,

reduced IT storage expense, and improved efficiency in locating critical

business information

. Created and launched the Starbucks Policy Office and supporting Policy

Governance Council chartered with the review and approval of all corporate

policies of broad impact. Established the underlying processes to create,

review, and approve corporate policy.

. Rolled out Microsoft SharePoint to the enterprise as document management

tool. Assisted various functional areas and departments with the clean up

of legacy information before migration to SharePoint.

Director, IT Effectiveness (2003 - 2006)

Led IT program improving overall effectiveness and technology service

delivery

. Led team in creating an IT Business Systems Architecture to enhance IT

communications with business units and to increase understanding of

information technology complexity

. Created catalog of IT services with identified costs

. Identified organizational model most appropriate for improved service

delivery and to sustain legacy systems

. Created a governance model for technology decision-making to improve

overall business satisfaction with IT services and to align capabilities

with business expectations

Director, Supply Chain Systems (2000 - 2002)

Led the application implementation and support team in Global Supply Chain

Operations. Streamlined interfaces between 'best of breed' applications and

improved overall deployment efficiency

. Implemented systems and processes to launch and support the Starbucks

Coffee Trading Company in Lausanne, Switzerland

. Created and led the Global Systems Integration Council, a cross-

functional group of business and IT professionals, improving communications

between functions and overcoming 'silo' approach to application deployment

. Drove program to improve inventory and item source of record

. Led program to convert third party logistics provider for company's UK

retail business, including all new cost- and general accounting processes

Director of Operations (1998 - 2000)

Oversaw the operations of the Specialty Sales business unit, including 5000

non-retail sales locations and product outlets for Starbucks, responsible

for the systems administration team, customer care call center, equipment

maintenance service center, outsourced maintenance contracts, as well as

the sales forecasting and product planning group for this growing business

unit.

. Reorganized the inside sales call center to curb accelerating staff

expansion, managing 20% growth in business without additional staffing.

. Improved customer service by improving order accuracy, reducing stock-

outs and warehouse mis-picks.

. Improved timely delivery through training in transportation mode

alternatives.

. Received "Spirit of Starbucks" award from the field sales team for

improving customer satisfaction

Plant Manager (1995 - 1998)

Started-up Starbucks first non-Northwest operations facility, responsible

for the hiring of management team and hourly plant workers and establishing

operational processes and procedures. Oversight of the installation of

manufacturing equipment and materials handling systems.

. Supported local retail store growth from 216 to 740 sites, representing

39% growth rate for the company.

. 200% annual production increases for first three fiscal years

Education

BA, German Language, Western Washington University, Bellingham, WA

University Graduate Fellow, German Literature, The Ohio State University,

Columbus, OH

Memberships

Member of ARMA (American Records Management Association)

Member of AIIM (Association of Information Imaging Management)

Community Involvement

Board member, Empty Space Theater, Seattle, WA, 2000-2002

Volunteer, Northwest Chapter of the Crohn's & Colitis Foundation of

America, 1999-2004

Volunteer, Teens In Public Service, 2007-2009

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