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Customer Service Manager

Greenwood, South Carolina, 29649, United States
May 31, 2010

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Mamie M. Whitaker, MSM

*** ********** **** (864) ***-****

Greenwood, SC 29649


Advanced Management Education . Effective Leadership . Procedural


Results-driven leader with a demonstrated record of achievement in

technically-driven leadership roles requiring exceptional problem-solving

abilities. Proven expertise in developing cost-reduction initiatives and

mentoring subordinates to achieve their optimum potential. Valued for

establishing cooperative relationships with Customer Service, Demand

Fulfillment, Scheduling, and Quality department. Obtained masters-level

education while concurrently working full time, highly demanding job. An

exceptional communicator, motivator and team builder who demonstrates a

hands-on style of leadership that others readily follow.

Key areas of experience and/or expertise:

Team Leadership Cost Reduction Strategies

Planning and Scheduling Process Improvements

Employee Relations Record Management

Job Performance Evaluations Safety Audit

Team Training & Mentoring SPC and Quality Assurance


Provided hands-on leadership within fast-paced, highly technical


. Planned and scheduled daily activities to optimize

operational/production performance.

. Developed training plans and procedures to ensure that employees

possessed the expertise to meet company goals for production, quality

and safety.

. Reviewed official job descriptions and implemented changes if

necessary to provide continuity between the description and the job

actually being performed.

. Supervised employee job execution and conducted Performance Appraisals

that rated their job performance, identified any deficiencies, and

created Performance Improvement Plans.

. Mentored and proactively encouraged employees to seek professional

development and to advance in their careers.

. Maintained wage information and other confidential data.

Enhanced customer satisfaction and company profits by identifying and

initiating cost-reduction strategies:

. Saved estimated $5 million annually by recycling trim from the making

of capsules off the hard capsule machine ($20,000 daily).

. Often eliminated the need for overtime when an employee was absent by

personally performing the job myself.

. Avoided considerable production downtime by closely monitoring and

inspecting daily activities and identifying problems before they

became major issues.

. Retained a major customer and saved shipping costs and additional

labor expenses by avoiding the shipment of incorrect products/orders.



CAPSUGEL, DIVISION OF PFIZER - Greenwood, SC 1994 - 2009

Group Leader 1990 - 1994

Supervised 20+ employees. Ensured work was accurate and completed on

schedule. Computer preparation for next shift.

. Moved upward through performance and knowledge developed, to Group Leader


. Responsible for employee wage information and other confidential


. Timely meetings with supervisors to discuss their job strengths and


Lab Technician 1994 - 2009

Aseptically collected samples of raw materials, intermediate materials,

Licaps, and finished capsules for microbiological testing. Prepared media

for microbiological testing of materials and products. Prepared media

according to the testing required, including FDA guidelines.

. Key member of the Safety Audit Team (audited three Microbiology Classes;

one at Lander University and two at Piedmont Technical College.

. Color Lab: cross training assignment to develop qualifications for senior

level position


Masters Degree / Management - Southern Wesleyan University (Central, SC),


B.S., Management - Limestone College (Gaffney, SC), 2003

Associate Degree in Business - Piedmont Technical College (Greenwood, SC),



Supervisor Development, SPC

Certified in Business Writing and Grammar Skills

Other Certifications and Training: Quality Auditor Class, Quality Manager

Class, Blue-2 Green Belt Team, ISO 9001 - 2008, Best Practice in a Tough

Economy, Social Networking, Class in Pharmaceutical Training


Proficient in Windows and Microsoft Office Suite (Microsoft Word, Excel,

PowerPoint, Internet Explorer) and WordPerfect


The Official Toastmaster's International Membership Group

Women's Leadership Council

Greenwood Chamber of Commerce

ASQ Section 1123, Carolina Greenwood, SC

Compliance Online

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