Customer Service Sales
Resume:
Terri Kesling
********@*****.***
Career Summary: Successful in managing logistic operations for major book
manufacturing and distribution company. Continually demonstrating
achievement in problem solving, negotiation, and leadership skills through
multiple projects and fast-paced work environments. Currently pursuing
opportunities that leverage my passion for organizational improvement
through more efficient processes.
Experience
Logistics Manager 1988 - 2009
Thomson-Shore, Inc.
. Real-world experience in administrating and managing Production
Scheduling Department the first 12 years, incorporating logistics
operations of shipping, receiving, warehouse, and fulfillment for the
last 10 years.
. Proficient in Microsoft Word, Outlook, and Hagen based Scheduling
Software (ERP).
. Primary liaison between external vendors and internal customer
service, manufacturing, and leadership.
. Develop and maintain reporting processes that monitor key cost
variables including On-Time Delivery, Rework to Shipped Sales, and
Cycle time data for Senior Staff, Customer Service, and Sales.
. Expanded vendor relationships with, and numerous freight companies.
. Analyze reports for targeting areas of opportunity. Employ lean
manufacturing tools such as Root Cause Analysis, Kaizen,
Brainstorming, 5S, Standardize Work, and Value Stream Mapping to
improve critical systems including scheduling, cycle time, and
delivery.
. Develop and improve up and downstream vendor relationships for LTL
freight, UPS, FedEx, and USPS, to improve distribution, and receipt of
manufacturing materials.
. Negotiate cost reductions in parcel package, LTL freight, and
fulfillment contracts.
Recent Achievements
Quantifiable improvements in organization and efficiency
. Reduced cycle time from 22 to 17 working days and improved on-time
delivery from 77% to 92% with implementation of Management Scheduling
system that incorporates manufacturing capacities with customer
expectations using visual processes and TOC
. Eliminated 80% of logistics overtime through institution of job
expectations and cross training
. Increased useable space in warehouse 25% by evaluating space
calculations and redesigning receiving and warehousing processes
. Reduced shipping/receiving processing steps by 75% through
development, management, and implementation of layout and job flow
reorganization
. Streamlined production scheduling, shipping, receiving, and warehouse
into one department
Quantifiable improvements in customer service and satisfaction
. Reduced customer complaints 71% by standardizing operating procedures
to meet or exceed employee and customer needs
. Improved freight reliability and commitment to quality by working with
freight suppliers, pallet vendors, and procurement department to
implement a Vendor Compliance Program, thus reducing customer
complaints by 60%
Education/Training
Distribution and Logistics Management certificate 2008
Washtenaw Community College
General education coursework Washtenaw Community
College
Fundamentals of Fleet Safety Management certificate 2006 Ryder
Transportation Services
Service/Organizations
. Work Team Leadership Development Group
. Ann Arbor Litho Group
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