Customer Service Manager

TERRY REULAND

***** *** ***** ***** 317-***-**** (o) / 317-***-**** (c)

Indianapolis, Indiana 46236 *****.*******@*******.***

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SUMMARY

Senior Reverse Logistics Operations Mgr. with a Global Electronics

supplier.

Senior Industry Consultant with a Global B2B supplier focused on Consensus

Demand Mgmt.

Proven Manager of Global EDI/EAI Business Strategy with global electronics

leader. Senior Project Management experience with the demonstrated skills

to execute on time and under budget, possessing strong Interpersonal and

Motivational skills. Developed and managed EDI/EAI interfaces with

Customers/Supplier, realizing over $800K in savings per year, with EDI

volume exceeding 3M documents/year. Managed Logistics/Customer Service,

supporting a $40M annual budget and sales activity of over $3B annually.

Featured on covers of EDI World Magazine for a 2D Bar-coding program, and

Information Week Magazine for Supply Chain Excellence. A recognized

industry expert in Electronic Commerce, Supply Chain Management and

Customer Service. An accomplished public speaker and author.

PROFESSIONAL EXPERIENCE

TTE Technology, Indianapolis, In 2008-

present

Operations Mgr-North American Reverse Logistics,Asset

Recovery,Rebuilding and Service Parts

* Developed and implemented organization to support After

Sales Service Parts

* Managed RFP process for the outsourcing of After Sales

activities

* Developed and implemted Logistics partnerships to support Reverse

Logistics activities

* Developed and implemented LCD rebuilding operation in Mexico

* Managed all systems integration with outsourcing partners

REULAND SOLUTIONS, Indianapolis, Indiana 2004-2007

Senior After Sales/Asset Recovery Consultant-TTE

* Developed and Managed Reverse Logistics processes, which in

turn,feed 3 distinct Asset Recovery solutions totaling $20M in Inventory

cost.

* Primary TTE interface to Thomson regarding all After Sales

activities(Field service/Parts) which represent $21M in annual expenses.

GXS(Global Exchange Services)

2003-2004

Senior Industry Consultant

THOMSON CONSUMER ELECTRONICS, Indianapolis, Indiana 1987-2003

Thomson is a global leader in the design and manufacture of Consumer

Electronics products.

Manager-Global EDI/EAI Business Strategy (promotion) 2001-2003

o Developed and managed EDI/EAI interfaces with Customers/Suppliers,

realizing over $800K in cost avoidance savings/year, with EDI volume

exceeding 3M documents/year

o Conceived/Established Thomson's CPFR program

Manager-Supply Chain Integration (promotion) 1998-2001

Project Leader for installation of I2 APS (Advanced Planning System)

software.

o Designed & implemented I2 Demand Planner application resulting in

forecast accuracy and business process improvements

o Designed & implemented I2 Demand Fulfillment application resulting in

the ability for Thomson to PROMISE availability to customers on

specific dates (competitive advantage)

o Featured author in Information Week (cover picture) reviewing

Thomson's Supply Chain Management Project ($40M effort spread over

three years)

o Nominated to Project Team by CEO

o Blended Price Waterhouse Coopers (PWC) consultants into Project team

to institute the I2 Business Release methodology

Manager-Logistics/Customer Service (promotion) 1996-1997

Coordinated Logistics support for Thomson's National Accounts, managing a

$40M annual budget. Staff comprised of three supervisors, 20 salaried and

145 hourly staff, supporting sales activity of over $3B annually. Featured

on cover of EDI World Magazine for 2D Bar-coding program.

Manager-Electronic Commerce/Desk Top Support (promotion) 1994-1995

Directed IT support for EDI and Desk Top applications.

o Established Outsourced Support for over 2,200 desktop computers units

on the Thomson campus resulting in better service and a lower per/pc

cost

o Technical support for the EDI program resulting in a growth program

with a reputation with EDI partners as "BEST-IN-CLASS"

Manager-Electronic Business Services 1987-1993

Developed & implemented EDI business program for Thomson.

o Participated in industry EDI standards development, thus positioning

Thomson to be well prepared for EDI 'compliance' issues with the North

American Retailers.

GENERAL ELECTRIC COMPANY, Fairfield, Connecticut 1971-1987

GE is a leader in Aircraft Engines, Appliances and Financial Services.

Manager-Customer Service (promotion) 1984-1987

Managed General Electric North American Customer Service Center for

Consumer Electronics

o Managed staff of five managers and 50 salaried employees resulting in

a organization focused on Customers and known for outstanding 'es

spirit des corps'

o Directed all order entry and credit/collection activities for North

America resulting in numerous Customer awards for Superior Customer

Service

Specialist, Distribution Services (promotion) 1983-1984

Division Staff position coordinating support for GE Logistics field

operations.

o Implemented 'on-line' REAL TIME ad hoc reporting system resulting in

substantial Service improvements based on information availability

o Managed GE/Black&Decker Housewares Business Transition, resulting in a

smooth transition of the 'split' of these two businesses, with no

business interruption

Specialist, Customer Service (promotion) 1977-1982

Manager-Credit and Collection (promotion) 1973-1976

Supervisor Credit and Collection 1971-1972

EDUCATION

Bachelor of Arts Degree in Business Administration

Aurora University, Aurora, Illinois

_______________________

College Preparatory

Marmion Military Academy

PROFESSIONAL DEVELOMENT

GE Financial Management Program (FMP) Graduate

ACCOMPLISHMENTS

Integration, Supply Chain Management toolset into Thomson business

processes

Author, Supply Chain Management REVIEW article

Author, Information Week Supply Chain article, and appeared on cover

Author, 2D bar coding for EDI WORLD article, and appeared on cover

President, EDI Users Group, General Electric Information Services

Recipient, three Thomson Management Awards

Recipient, three General Electric Management Awards

Led two Order Management System (OMS) Integration projects

Facilitated CPFR Collaboration project at Thomson

TECHNICAL SPECIALTIES

I2 Advanced Planning Systems

EDI / EAI / CPFR

Appendix to Terrence J Reuland Resume:

Global Exchange Service(GXS),Gaithersburg,Maryland

2003-2004

GXS is a Global leader in B2B connectivity

Senior Industy Consultant-Consensus Demand Mgmt

-Engaged to identify,define,design and build a world

class collaborative demand management solution

leverging GXS strengths in community enablement and

data interoperability.

-Met with 20 prospective clients to validate market

potential.These clients representated leaders in

diverse industries.Created and refined requirements

definition for the offing based on these

discussions.

-Interviewed leading industry analysts from

Gartner,Forrester and AMR.

-Performed competitive analysis and market surveys at

industry events

-Created detailed functional requirements specifications

that included system and functional use

cases,integration requirements etc.This included

initial technical design and architecture.

-Created User Interface(UI) prototype that illustrated

all proposed functions for both

COLLABORATION and SUPPLY CHAIN VISABILITY.

-Performed due-diligence for two potential

partnerships/OEM alliances

Industries included in the market validation analysis:

Healthcare

CPG

Drug stores

Electronics

Publishing

Department stores

Grocery

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