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Project Manager Customer Service

Location:
8879, United States
Posted:
May 24, 2010

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******** *******

* ***** ****, *** ******, New Jersey 08879

Home: 732-***-**** Cell: 732-***-**** Email:

*******@*********.***

____________________________________________________________________________

__

SUMMARY

.

Operations Professional with a successful track record of applying

principles, techniques and best practices in the planning, developing and

implementing cost effective systems and procedures that increase overall

customer service, operational effectiveness and productivity. Demonstrated

accomplishments in project management. Managed and led initiatives in the

areas of Order Processing, Electronic Data Interchange (EDI),

Replenishment, Supply Chain, Receivables, Inventory, Logistics / Shipping,

and Information Technology. Strong problem solving, decision making and

staff management skills. Expertise in the following areas:

Customer Satisfaction Accountability Leadership

EDI Training Strategic Business

Inventory Development Planning

Order Processing Motivation Productivity

Improvement

PROFESSIONAL EXPERIENCE

GLOBENET CONSULTING, Issaquah, WA

1/2010 - 3/2010

Sr. Project Manager

Sr. Consultant responsible for the development of gap analysis of EDI

documents for purchase orders, invoices, and ASNs for doing business with

brokers and external customers interfacing with Oracle Order Management.

. Establish and develop the customer engagement process, initiated EDI

communication with the first wave of customers.

. Design EDI maps and layouts for integration of EDI application with

Oracle.

. Developed EDI gap analysis for purchase order, invoice and ASN

determining system constraints for compliance, sustainment and

development.

. Created documentation to support the development of the EDI applications.

BURKE AND CHASE CAREER MANAGEMENT RESOURCES, Bayville, NJ

5/2009 - 12/2009

Project Manager

Primary consultant responsible for partnering with the executive management

team of a start-up call center to define company structure, organizational

objectives, project management processes and resource requirements.

. Facilitated and designed processes related to the integration of business

analysis, planning, development and overall business scope for a start up

company.

. Defined timelines and deliverables for upcoming projects to include

constraint analysis.

. Created business continuity and disaster recovery plan.

. Developed the rollout plan for the successful launch of the company.

KIDROBOT, INC., New York, NY

3/2008 - 7/2008

Director of Operations

Sr. Operations Manager responsible for the strategic planning and

restructuring of business and receivable processes. Coached internal

customer service teams to increase overall customer satisfaction and

operational efficiency.

. Improve customer satisfaction by eliminated a 2 month backlog in purchase

orders by instituting a name monitoring tool, standardizing manual

auditing procedures/policies and reorganized staff.

. Achieved 20% improvement in shipping delivery performance in a 2 month

period by implementing a tracking and quality assurance process.

. Reduced fraudulent charges by over $20K per month through the initiation

of an E-Commerce security code process.

. Reduced receivable collection turn around time from 180 to 30 days

introducing guidelines for credit approval, payment terms on invoices and

standardize customer contact procedures.

******** ******* PAGE 2

MARVEL ENTERTAINMENT, INC., New York, NY 9/2000 - 12/2007

Successfully promoted through a series of positions that provided

comprehensive in-depth experience in the areas of: Logistics/Shipping, EDI,

Order Management, Sales Administration, Receivables, Product Planning and

Inventory Management.

Director - Electronic Data Interchange (EDI) & Order Management

2003-2007

Sr. Operations Manager accountable for supply chain management and

operational performance, with supervisory management of 20 full-time staff

total volume of company $600 million.

. Ability to plan at both strategic and operational level, improved

production lead time by 85% while achieving excellent customer service,

production goals, accuracy and ensuring operational stability.

. Ensured a high level of customer satisfaction and effective customer

relations, eliminated customer charge backs and achieved 100% compliance

in the areas of order management, EDI, receivables and inventory.

. Successfully reduced excess inventory by 40% by creating a partnership

with product planning team and creating reports to monitor inventory

levels and shipments.

. Establish the training of employees and business processes were in place,

achieved 100% compliance of mandated Sarbanes Oxley (Sox) by completing

process documentation and creating audit processes that encompassed the

matching of purchase orders, invoice and receiving detail.

. Decreased domestic and international logistic/shipping fees by 20% and

reduced vendor charge backs by $60K annually through the renegotiation of

contracts, decreasing the volume of air and overnight shipments and the

reduction of employee overtime.

. Improved customer scorecard metrics by 40% in a six month period by

standardizing and monitoring all replenishment activity and ensuring

adequate stock levels and on time delivery for retail accounts.

ERP Project Manager

2002-2003

Managed the implementation of system upgrades to include Oracle Order

Management, E-Commerce Gateway, Epicor. Managed the resolution of systems

issues by investigating user report incidents.

. Set up scripting and configuration of business systems and translators.

. Achieved 100% of compliance with EDI customers through the implementation

of AS2 and FTP connectivity with several major retailers using Cleo.

. Successfully reduced $1M in customer charge backs by stabilizing and

increasing the efficiency of purchase order and invoice processing.

Reduced international and FOB purchase order process by 2 business days.

EDI Manager, EDI Analyst

2000-2002

Responsible for maintaining customer compliance and ensuring the timely

implementation of EDI system upgrades. Key resources responsible for

collaborating with Finance to improve collection procedures and processes.

. Reduced data entry and increased productivity by streamlining

transactional processes and expanding the company's EDI system

capabilities.

. Coordinated with IT to institute remote connectivity to receive EDI

transactions, send shipments to the warehouse and invoices to customers.

MAIDENFORM, Bayonne, NJ

10/1999-8/2000

EDI Analyst

Responsible for the development of standards for customer communication,

facilitating the documentation of requirement for testing and the improved

and developed documentation of procedures.

COLUMBUS LINE, Morristown, NJ

10/1996-9/1999

E-Mail Administrator

Optimize the e-mail program by ensuring accurate and timely delivery of

outbound e-mail communications thru in-depth examination of spam filters.

BED BATH & BEYOND, Union, NJ

5/1996-10/1996

EDI Analyst

Sr. EDI Analyst responsible for the business requirements, development and

set up of EDI. Establish the implementation of trading partners, creation

of documentation and execution of testing.

LANCASTER GROUP USA, Edison, NJ

10/1992-4/1996

EDI Coordinator

Successfully promoted through 4 positions in IT, effectively establishing

support, stabilization and growth for this start up company.

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EDUCATION

Fairleigh Dickinson University, Master of Business Administration (MBA)

Bloomfield College Bachelor of Science, Computer and Information Systems

Additional Training

Oracle 9, 10, 11i, EDI, VAN, AS2, FTP, X12, XML, Invois, Peregrine,

Harbinger, Mercator, Epicor, Retail Link, certificates in Oracle SQL

Navigator & EDI, Celerant, Sharepoint



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