Customer Service Manager
Resume:
Betsey Vinciulla
**** *** **** **, **** Beach, FL 32968
**********@*****.***
Objective: A challenging and fulfilling position that will enable me to
take advantage of my Customer Service Management, Marketing Management and
IT Systems experience.
Summary:
( 15 years of marketing communications experience with an emphasis on
managing Sales Meetings and Trade Show Coordination. Provided support to
multiple Sales teams and to an international network of distributors.
( 20 years of customer service management experience within a multi-plant
manufacturing and distribution organization, providing interface between
the customer and the operations function.
( 6 years of managing and participating in ERP system implementation
projects within a multi-site manufacturing and distribution environment.
Provided training and support to nation wide user base.
( 4 years of demand planning experience managing the production forecast
for a $250M multi-plant facility.
(.Particular areas of strength include planning, trouble-shooting, conflict
resolution, staffing and training, special project management, policy and
process development, budget management, data analysis and customer
relations. Excellent computer skills.
( Well organized, self-starting and decisive ... Effective communication
and interpersonal skills ... Solid analytical capabilities ... Quick
learning ... Challenge oriented
Key Accomplishments:
. Managed the Marketing Communications, Technical Documentation and
Customer Service departments. Developed forecasts and projections
relating to department activities and staffing requirements. Effectively
planned the annual operating budget, developed policy and procedure.
. Managed significant marketing events including Sales Meetings and Trade
Shows with budgets up to $200K.
. Prepared and maintained the production inventory forecast for a $250M
business.
. Created a process within our ERP system for generating the data and
analytical tools required to produce a Master Production Schedule.
. Team leader responsible for managing the successful implementation of JD
Edwards Enterprise One Distribution modules for a $200M multi-site
manufacturing business. Responsibilities included design, configuration,
testing, documentation and training.
. Managed user testing for the JD Edwards E1 system upgrade for a $250M
multi-site manufacturing business.
. Experienced Microsoft Office user including Excel, Word, PowerPoint,
Visio and Outlook
Professional Experience:
Southern Fulfillment, LLC
Vero Beach, FL October 2009 - Present
Inventory Production Planner
Manage the material movement of perishable and non-perishable inventory in
a multi-site packaging and fulfillment operation with a peak season of
40,000 shipments per day.
Maintain inventory accuracy through the operation through the utilization
and management of a team of Inventory Specialists and Material Movers.
Team member to select and implement a Microsoft Dynamics AX 2009 ERP
system with a goal to improve the processes and tools used to manage the
manufacturing output and meet customer demand.
Kidde-Fenwal Inc, a Division of United Technologies
Ashland, Massachusetts June 1994 - October 2009
Systems Training Manager (June 2007 - Present)
Managed Quality system data and analysis for IT department.
Develop and deliver training curriculum for JD Edwards E1 ERP software and
ShowCase Query software to all user clients.
Provide JD Edwards and ShowCase application support to all system clients
with specific areas of strength in Distribution and Planning. Troubleshoot
and solve system application issues.
Team member providing support to ongoing upgrade and implementation
projects including Configurator, CRM and RMA
Ongoing leader and participant in numerous business leadership cross-
functional teams.
Demand Planning Manager (August 2005 - June 2007)
Note that this job ran concurrently with the job listed below
. Prepare and maintain the production forecast for $250M business.
. Key user of ShowCase software, developing queries and spreadsheets to
be used for analysis by users throughout the business.
. Manage the S&OP process - working with Sales, Marketing, Planning and
Engineering to gain insight to product and market trend changes.
. Ongoing participant in numerous business leadership cross-functional
teams.
Distribution Team Lead - ERP Implementation (May 2004 - June 2007)
Lead a team of cross functional employees to success in a JD Edwards
implementation. Modules implemented included Sales Order, Purchase Order,
Advanced Pricing, Advanced Warehouse and Inventory Management
functionality.
Responsible for Design, Configuration, Testing, Documentation and Training.
Provide post go-live support to users.
Subsequently lead the Distribution implementation of JD Edwards at 2
additional remote sites.
Manager of Marketing Services (June 1999 - May 2004)
( Managed the Marketing Communications and Technical Documentation
Department.
( Managed and coordinated Trade shows and Distributor Sales Meetings with
budgets up to $200K.
( Managed external Advertising agency responsible for the development and
production of Sales Brochures and Advertisements.
( Prepared and administered the Sales and Marketing department's annual
operating budget. Developed policy, procedure, forecasts and projections
relating to activities, staffing requirement and related considerations.
Managed Customer Service department.
Customer Service Manager (June 1994 - June 1999)
( Managed International and Domestic Customer Service departments for $80
Million business.
( Prepared and administered the department's annual operating budget,
develop policy and procedure, develop forecasts and projections relating to
activities and income, staffing requirement and related considerations.
( Hired, trained, assigned and supervised customer service supervisors,
representatives and marketing assistants.
( Managed the Marketing Communications Department.
The Gamewell Company September 1978 - June 1994
Medway and Franklin, Massachusetts
Customer Service Manager (1983 - 1994)
Marketing Analyst (1981-1983)
Customer Service Liaison (1980-1981)
Education
Dean Jr College, Franklin, MA A.S. Studies in Business Management
Northeastern University, Boston, MA Supply Chain Management
International Relations
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