Manager Customer Service

DESMOND TETTEH

E-mail: *******.******@*****.***

**** ******** ****, ******, ** 60031

Tel: 847-***-**** Cell: 240-***-****

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PROFESSIONAL SUMMARY

Program Manager (MBA) with over nine years of extensive / progressive

experience in Supply Chain Management. Responsibilities include;

operations, logistics, vendor management, continuous improvements,

purchasing, business development, revenue value creation and customer

service, encompassing formulation of development plans and road maps.

Experience has led to an expertise in relationship management, cost saving

measures, strategic planning, program management and customer satisfaction

initiatives.

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EXPERIENCE: Worldwide Access, Baltimore, MD

Sept. 2009 - Present

Business Development and Operational

Excellence; Consultant

. Developed strategies to acquire, maintain and increase

online customers for a 10% annual revenue growth.

. Created global supply processes to facilitate product

distribution and ensure order fulfillment.

. Trained 10 regional agents in basic order management

processes and customer satisfaction initiatives.

. Responsible for creating road maps to develop new market

segments for business growth.

Cisco Systems, Inc., San Jose. CA

July 2007 - May 2009

Program Manager - Materials Management

Jan. 2009 - May 2009

. Efficiently managed 400 cases monthly to reduce lead times

and improve customer satisfaction.

. Made solution-based recommendations to streamline the end-

to-end materials management.

Program Manager - Logistics Operations

July 2007 - Dec. 2008

. Created a balanced scorecard to be used for quarterly and

yearly business reviews of logistics provider.

. Reorganized returns management process which improved

customer satisfaction for over 5000 customers.

. Deployed DMAIC methodologies to continuously improve supply

chain processes.

. Contributed to top line growth by 30% through effective

order fulfillment processes.

Vendor Sourcing and Selection - Project

Jan. 2008 - May 2008

. Responsible for creating business requirements of $30M

North American logistics bid.

. Collaborated with cross-functional teams to evaluate 10

vendor proposals.

. Provided guidelines of scoring system for the logistics bid

analysis to ensure high performance.

Abington Memorial Hospital,

Philadelphia, PA

May 2006 - Aug. 2006

Contract Manager (Internship) - Supply,

Processing and Distribution Dept.

Purchasing, Sourcing and Inventory

Management

. Expedited over 3000 critical orders with suppliers to meet

the needs of medical staff and patients.

. Utilized SUNRISE ERP to organize $200,000 daily purchases

to ensure just-in-time delivery to business units.

. Purchased time-sensitive supplies using best-in-class

skills to ensure just-in-time delivery.

. Organized monthly purchases worth $10M and developed strong

relationships with over 100 suppliers.

DHLGlobal Forwarding

March 2000 - Aug. 2005

Head of Relationship Management (Key

Accounts); Strategic Business Unit

. Managed a client service team of 5, responsible for

providing customized logistics solutions to key accounts.

. Developed, maintained and serviced clients, contributing to

40% of total revenue of over $1.6M.

. Coordinated the daily activities of Sales, Customer Service

and Operations in a territory of over 150 clients.

. Developed customized business plans for customers,

significantly improving customer satisfaction and sales.

. Designed and implemented a marketing plan to introduce new

products to specific market segments.

EDUCATION:

Howard University, Washington, DC

MBA: Supply Chain Management

University of Science and Technology

BSc. Science

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