Customer Service Manager
Resume:
Theresa J. Bowles
Rogers, Arkansas 72758
******@*********.***
Home - 479-***-****
Cell – 479-***-**** Primary Number
___________________________________________________________________________________
PROFILE
Results oriented individual with demonstrated ability to complete multiple projects simultaneously. Background includes
management, item creation, purchase order creation, analyze existing system and recommendations for improvement,
ability to solve problems quickly and thoroughly, computer proficient, and customer service. I am a confident decision
maker with the ability to work independently or as an integral part of a team effort.
AREAS OF EXPERTISE
Analytical Advisor Team Leadership
Customer Service Inventory Replenishment Purchase Orders
Management Word PowerPoint
Excel Advertising (Marketing) Data Entry
Item File Communication Validating
Facilitator Decision-making Work Bench
Out-look Training
EXPERIENCE
Wal-Mart Stores Inc. – Bentonville, Arkansas – 1980/1994 (Except 1988)
MERCHANDISE ASSISTANT TO BUYERS – Peggy Griffith 479-***-****
Assist Buyers by making appointments, creating items, ordering merchandise to stock warehouses or stores, budgets,
retail link queries. Communications with stores, replenishment, warehouses, and suppliers was a daily process. Stay at
home Mom – Rogers Ar. – 1988
Wal-Mart Stores Inc. – Bentonville, Arkansas – 1995/1996 479-***-****
HOURLY SUPERVISOR – Steve Bailey
Supervised a group of hourly associates in the Regional Buying office for Hawaii, Alaska stores. Made sure prices were
created correctly, set up a variance program to include additional freight that would be automatically applied to the
merchandise shipping to this area of the company. Analyzed all merchandise to confirm salability, pricing, and ordering
process. Created and ordered merchandise for advertisement in those markets. Company then moved me to manage
hourly associate in the Beer, Wine and Spirits department. Analyze a better process for pricing and system
enhancements to support the pricing needs. Set up a vendor managed process for Suppliers and created a process for
system modulars instead of manual modulars. We stayed on top of Liquor State, County, and Local laws in order to keep
from violating these laws. I worked with Legal to know when liquor licenses were secured in order to stock the regional
and name brand merchandise. Contacted the Suppliers to create items and place orders. I worked with Information
System to enter age restrictions and sales days and times into an application that had to be revised to send prompts to
the registers at store level.
Wal-Mart Stores Inc. – Bentonville, Arkansas – 1997/2001 479-***-****
SUPPORT MANAGER – Craig Carlton
I managed a team of hourly associates in a department that supported the Super Center Buying Staff. I interviewed
applicants, hired new associates plus dismissed associates when they could not perform their job duties. This department
created new items, entered price changes, created purchase orders, managed the demo program, Wick program, Co-Op
program, supported new stores and relocation stores to insure they received the correct modular’s and merchandise. We
researched all not on files issues at store level to make sure the merchandise was traited correctly either at item level or
modular level. Worked closely with the Replenishment Manager to make sure merchandise was stocked in the
warehouse. Ordered Merchandise from Supplier, set up the merchandise and worked with Marketing to send out a
picture pamphlet to the stores for the Comac Program. The Comac program showed the location where the stores were
to place the merchandise (end caps, stack base or in action alley) and created purchase orders to insure the stores had
the proper amount of merchandise to display. I worked with District Managers on issues at store level and with Suppliers
who had issues at store level. Contacted Suppliers to set up vendor agreements and update vendor agreements. I
worked with Information Systems and legal to develop an online Vendor Agreement system.
Modular Manager – Managed Modular Planners who used pro-space to draw modulars. Worked with Buyers and
Suppliers to draw the modular’s that the stores used to set their counters. I analyzed that the merchandise on the
modulars were active and valid for the stores, confirmed that purchase orders were written and that all stores received the
correct items to set the new modulars. Also, made sure the items that were no longer on the stores modulars were
discontinued and markdowns were created and sent to the stores. Communicated to the replenishment team to
discontinue ordering the discontinued merchandise and prepare to order in the new items to stock in the distribution
centers.
Wal-Mart Stores Inc. – Bentonville, Arkansas – 2002-2004
ITEM FILE/PURCHASE ORDER ADVISOR – Amy Akins 479-***-****
Own and supported the Purchase order process and item file process of new item creation and maintenance. Developed
training documents, helped facilitate training on the purchase order and item file systems. I worked with Information
System Development to develop and enhance the systems. Trouble shooting and analyzing errors on purchase orders
and item issues and mass create items and purchase orders for special events and holiday merchandise. I managed to
management positions and one hourly position.
Wal-Mart Stores Inc. – Bentonville, Arkansas 2004-2006 479-***-****
REPLENISHMENT MANAGER – Craig Miller
I worked on a special project that moved slower volume merchandise from the High Velocity Distribution Centers to the
Regional Distribution Centers and moved the fast selling items from the Regional Distribution Centers to the High Velocity
Distribution Centers. Analyzed how much merchandise to buy in and push out to the stores to make room in the
distribution centers for the new higher volume products. Used pre-set retail link queries, pre-set query man queries,
special Wal-Mart system and excel to analyze the amounts needed. Worked with replenishment managers to keep them
informed of the process and trained them on system changes and system needs to accomplish this process. (Cross
reference of item process, traiting items to drive them to the new distribution centers etc.) My communication with logistic,
replenishment, buyers, suppliers and pricing teams was the key to the success of this project.
Wal-Mart Stores Inc. – Bentonville, Arkansas 2006-2010 479-***-****
INFORMATION SYSTEM DEVELOPMENT SENIOR BUSINESS ANALYST – Tonya Smith, Robert Paxton, Melanie Shook
I was responsible for translating high-level business requirements into detail function specifications. I assisted the
business in determining which business requirements can and should be automated and how these automated functions
are integrated into the rest of the business and technical process. I was accountable for systems process analysis and
design at a complex level, with focus on quality improvements data management, including responsibility for data integrity
and the management of all automated processes and reports, process improvement and/or re-engineering or elimination.
This position was the link between Information System Development and a business unit. I created and facilitated
presentations to diverse types of audiences, e.g. management, customers, vendors, technical staff and international
countries. I Created Documents of Understanding, Business Requirement Documents, and Process Diagrams, As Is and
To Be Diagrams. I gathered requirements for new store format, new pricing system and a new pricing data base.
EDUCATION
Lake Highland High School/Dallas, TX
General diploma 1974
Tyler Jr. College
Assoc. Art 2 year Degree
Mena Vo-Tec School
Business Classes – 2 Semesters
Wal-Mart Stores Inc.
Various Classes for Improvement
(DSS, Retail Link, Outlook, Intro to NT, Be a Better Manager Part1 and 2, Assortment Application, Advanced Vendor
Agreements, Grocery Store Unique Pricing, Managing Diversity & Inclusion, POS Replenishment 101, PL Host and
Reports, ProSpace, PowerPoint, Excel, Word, Lean Six Sigma, Business Analyst Boot Camp, Quality, Work Bench, and
Clarity
References furnished upon request
Contact this candidate