Customer Service Project Manager

Kelly Cooper

**** ****** **** ? Springdale, AR **764

479-***-**** ? **********@*****.***

Supply Chain / Business Analyst

Business Analyst with 10 year's experience in project management combined

with first-hand knowledge of Wal-Mart systems, culture and expectations.

Enthusiastic and productive team player with exceptional organizational

talents. Supply Chain experience includes tracking purchase orders, carrier

issues, inventory levels, shortages and item forecasts.

Retail Link Advanced Excel Forecasting & Replenishment

Supply Chain / Cost Savings / P&L Inventory Analysis &

Logistics Analysis Troubleshooting

PROFESSIONAL EXPERIENCE

Transplace, Lowell, AR

Del Monte Foods Logistics Manager 04/07 - 7/08

Charged with managing logistics for Del Monte's Walmart account,

representing 45% of Del Monte's business. Proactively identify issues,

and propose and implement solutions. Categories include canned goods,

pet food and produce.

. Achieved a 96% On time delivery success rate 97% of the time for

Del Monte.

. Worked closely with Supply Chain team and used Retail Link to

ensure product required for replenishment and in-store promotions

was ordered and would meet MABD.

. Customer Service: Implemented the Voice of the Customer survey, a

comprehensive questionnaire about all aspects of the business.

Shared results with the team, acknowledging both strengths and

weaknesses with a focus on continuous service improvements.

. Carrier Scorecards: Reviewed performance of the top 15 carriers by

volume for that month and evaluated key criteria: on-time delivery,

cost, load volume. Met with the customer to discuss how to make

improve carrier performance and costs. Result: Improved month-to-

month service and cost for each carrier participating in the

carrier scorecard program.

. Cost Control: Drove the mini-bid program, designed to decrease

costs. Compiled a list of key lanes and calculated the average cost

of each lane. Solicited bids from 50-75 carriers and awarded lanes

to the low bidders. Result: Saved the company $1.3MM annually.

. Accounting: Invited to participate in a Six Sigma team challenged

to streamline the carrier payment process. Devised and implemented

a process that boosted carrier satisfaction, reduced processing

time, and averted interest costs of late payments. Result:

Produced estimated savings of $1.6 MM annually.

Cott Beverages, Bentonville, AR

05/06 - 08/06

Inventory Analyst

Managed inventory for facilities to ensure replenishment orders were

met.

. Wrote and processed Walmart orders.

. Oversaw and created ways to improve CPU and MABD performance by

streamlining processes and improving communication between

carriers, Cott facilities, and Walmart Distribution Centers.

. Analyzed project inventory reports for each facility to guarantee

product availability.

. Corresponded with facility managers in regard to any out of stock

and outdated product issues.

. Communicated with different carriers to make certain all loads were

picked up as scheduled.

. Anticipated and addressed any issue that might cause an item to

become out of stock.

. Familiar with Walmart related software, including CPFR, Retail Link

and Walmart Host systems.

J B Hunt Transport, Lowell, AR 10/03 - 05/06

Claims Examiner - Evaluated and managed insurance claims for self-

insured national trucking firm.

Responsible for up to 150 claim files ranging in amounts and totaling

up to $350K, continuously working the file to save the company money

(e.g., saved the company over $23K on one file). Opened 4-5 new claims

daily, assigned and supervised claims adjusters, provided additional

telephonic/electronic investigation as needed and monitored claims to

resolution and closure.

. Evaluated overall claim to assess liability and establish claim

value; negotiated with attorneys / claimants with particular

attention to cost control.

. Safety Reports:. Documented the initial call pertaining to the

actual loss/accident, which might be property damage, personal

injury, law enforcement, complaints, hazmat, and safety compliances

with Department of Transportation.

. Worked directly with fleet managers, account / project managers if

needed to resolve the claim.

Walmart General Office, Bentonville, AR 1995 - 2003

Project Manager

Managed and directed a team of 10 field personnel in setting up snack

bars in new, relocating, existing and remodeled stores over the one-

year planning and installation schedule. Ensured each store was

familiarized, informed, and prepared for the transition. Provided a

training coordinator to the store and worked closely with vendors to

ensure they completed installs on schedule. Consistently performed

final store sets within one-week allotted schedule.

. Planning / Coordination: Designed and implemented numerous Excel

spreadsheets including a single master annual project list;

integrated multiple spreadsheets into master list, tracking and

modifying schedules as needed for construction, setup, training and

grand opening for an average of 450 projects per year.

. Scheduling: Collaborated extensively with construction teams,

vendors and trainers to ensure material was delivered as scheduled.

Responsible for daily rescheduling and other decisions as needed,

resolving problems quickly and effectively.

. Training: Created the 300-page Food Service Operations Manual still

used in training field associates.

Division Administrator, Food Service Division

Managed administrative support and customer service for a 20-person

division setting up snack bars in Walmart stores throughout the

country.

. Business Analysis: Generated weekly sales reports using Retail

Link. Focusing on item and store performance. Reporting my analysis

to the buyer and the regional operations managers.

. Administration:. Coordinated weekly travel arrangements and

reimbursements for 10 field associates. Handled payroll and

supervised 2 office associates.

. Finance: Reviewed department's journal and ensured all charges were

correct. Generated financial reports for Regional and Senior VPs.

Accountable for all monies coming into the department.

. Internal Customer Service: Responded to concerns from the 1600

stores in our division. Scheduled vendors to install Snack Bars in

new stores, remodels, relocations, and expansions.

. Technical Coordination: Troubleshot computer hardware and software

for the division. Managed the division web page, creating web

forms, files and updates to assist field personnel.

Operations Call Center 1995 - 1999

. Team Leadership: Supervised 15 associates on a hotline, working

directly with buyers and store managers to resolve overstock /

under stock issues. Assisted on location in the start up and

training for the new office located in Alabama.

EDUCATION

. Computer Skills: Proficient in Retail Link, Decision Support

Systems, Microsoft Outlook, Word, Excel, Remedy and PowerPoint.

Managed and maintained Division web site.

. Management Training: Attended and participated in various

professional seminars on workplace communication, problem analysis

and decision making, thinking beyond the boundaries and Franklin

Time Management.

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