Customer Service Management

Antrone L. Kelley

*** **** ******, *******, ** **484

Cell: 203-***-**** E-mail: **************@*****.***

PROFESSIONAL SUMMARY

Highly motivated professional with over 10 years of diverse experience

including roles in Customer Account Management, Client Services, and

Procurement. Proven performer driven to meet business objectives while

working across organizational boundaries and levels. Able to effectively

build and lead teams for daily operations and in support of achieving

organizational goals.

ATTRIBUTES

Engaging leader with excellent stakeholder management, problem resolution,

presentation, communication, decision making, and customer service skills.

PROFESSIONAL EXPERIENCE

Exel, Inc. Norwalk, CT 2008-Present

Leading 3rd party provider of customized supply chain solutions to well

known companies within the consumer products/healthcare, retail,

chemical/industrial, automotive, and technology sectors worldwide.

Senior Analyst/Onsite Manager

. Serve as company onsite liaison between Exel's largest customer

account and Exel's operations team in areas including service

improvement, key initiatives, and performance reporting.

. Develop, present, and implement alternative ways of doing business in

order to improve overall service standards to the customer, identify

future business opportunities, and increase productivity.

. Build and lead inter-organizational teams in support of key

initiatives and engaging the customer in continuous service

improvement projects.

. Serve as point person to the customer on all carrier or

warehouse/plant claims; business communication updates; and AR/AP

reconciliation.

. Facilitate all Exel training and collaboration meetings for the

customer's Operations departments' staff.

Elite Martial Arts Norwalk, CT 2004-Present (Part-time)

Martial arts academy training and operating in the Fairfield County, CT

area for over 20 years.

Instructor/Program Director

. Serve as Business Manager in support of the Founder & Chief Instructor

in all studio affairs.

. Manage, coach, and train staff of 10 people in various roles and

responsibilities.

. Co-author school business plan, policy & procedure manuals, and

marketing materials.

. Identify opportunities for business promotion, exhibitions, and

charitable contribution within the local community.

Unilever-North America Trumbull, CT 2007-2008

Global Consumer Products company with over 400 brands in the personal care

and foods products sectors.

Reason for leaving: Recruited by Exel, Inc. for promotion opportunity to a

Management role onsite at their largest customer account.

Distribution Coordinator

. Managed distribution of raw material, inventory stock, and promotional

products for two key business customers and one company plant.

. Identified opportunities and implemented improvement recommendations

to reduce $2-5 million annual account spend, while increasing service

levels to internal and external customers.

. Prepared and presented monthly account reports to senior management

identifying negative trends effecting department goals or cross-

functional team initiatives .

. Collaborated with Warehousing, Customer Support, and Sales teams to

monitor overall supply chain performance.

Anheuser Busch-Inbev Norwalk, CT 2004-2007

World's leading global brewer and importer. One of the world's top 5

consumer products companies.

Reason for leaving: Global business restructuring and layoffs. Inbev-North

America closed its Norwalk, CT office.

U.S. Procurement Buyer-POS (Promoted to this role in 2007)

. Managed procurement of key marketing Point of Sale item categories

with combined annual spend accountability of $5-7 million.

. Provided annual spend analysis, category information, and

recommendations to key stakeholders at various levels within the

organization.

. Engaged Global and North American Procurement teams to identify and

capture cost savings opportunities by leveraging procurement

synergies.

. Collaboratively worked with 3rd party marketing agency partners and

fulfillment centers to ensure on time delivery of Point of Sale items

to appropriate field locations.

Sr. Customer Supply Representative

. Served as single point of contact to all Wholesalers and Sales &

Marketing staff in 1 of 4 business regions.

. Collaborated with company warehouses, customs brokers, carriers, and

Demand forecasting teams on developing solutions for production and

inventory issues.

. Assisted the Management team of the new centralized Business Service

Center, in developing internal operations processes, systems

transition, key performance indicators, and communication streams for

their staff.

United States Beverage, LLC Stamford, CT 2002-2004

Premium imported beer & malt beverage brands distribution and marketing

company to the U.S. market.

Reason for leaving: Recruited by Inbev-North America for promotion

opportunity to a Senior Client Service role.

Customer Service Representative

. Provided single point of contact customer service to wholesalers

across the U.S. market.

. Provided recommendations to management team for improving internal

processes, company systems utilization, and service to wholesalers.

. Managed company repackage material program to customers for all

brands.

. Prepared and presented monthly product sales & import shipment

reconciliation reports with company Finance department to Senior

Management.

Wahlstrom Group Stamford, CT 2000-2001

Media planning and creative directory advertisement agency for national

clients in the U.S., Canada, and Caribbean.

Reason for leaving: Relocated with family to Las Vegas, NV.

Account Services Specialist

. Managed daily ad placement and provided customer service to key

corporate client.

. Developed monthly media plan for account presentations.

. Prepared and presented account activity reports to Senior Management

in support of client projects.

EDUCATION

Temple University: BS in Business Administration-Human Resources/General &

Strategic Management.

TECHNICAL SKILLS

SAP; AS400; Lotus Notes; Microsoft Office-Excel, Access, Word, Powerpoint,

and Visio.

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