Sales Management
Resume:
Cindy L. Hartzell
Canton, OH *4718
*********@***.**.***
CAREER SUMMARY
Process Development, Quality Assurance, Systems and Improvements
professional with broad and diverse experience in a global manufacturing
environment. Resolute problem solver with strong organizational
leadership, team building and project management acumen. Highly skilled in
the design, development and delivery of cost effective initiatives to meet
challenging business demands in process improvements to order to cash
cycle, supply chain, engineering, supplier quality, and reliability
qualifications requirements. Key areas of strength include:
Team Development / Global Leadership Quality Audits / Control Processes
Business Plan Development Vender Intervention / Materials
Management
Multiple Project Financial Analysis Contract Administration / Order to Cash
SEC / Regulatory Compliance / SOX Cost Containment / Reduction
Performance Management Order Management Process Flow / AR /
DSO
Strategic Planning / Execution Six Sigma Technology / Lean Tech
professional experience
DIEBOLD, INCORPORATED, NORTH CANTON, OH
Manufacture, install and service provider of self service transaction
systems such as ATMs, electronic and physical security products, software
and integrated systems for global financial and commercial markets.
Director, Order Management and Contract Administration 2005 - 2010
Reported directly to the Treasurer. Managed a core group of
approximately 40 associates. Provided leadership in developmental
partnering opportunities of the Order Management organization and a
critical Customer Relations organization.
. Successfully retained and executed the duties and responsibilities of the
previously held position while assuming the new duties of this
promotional opportunity.
. Developed, implemented and executed a weekly/monthly scorecard of key
process indicators.
. Reduced:
o associate turnover by 52% by establishing an atmosphere of trust and
open door interactions tied to associate empowerment
o Days Sales Outstanding (DSO) by 65%
o order processing cycle time by 80+% from approx 8+ days to .62 hours
as a result of implementing key executables and establishing measures
to them
o order processing checklist errors by 77% as a result of implementing
key process checkpoints, training, and continued associate awareness
o change orders by 33% by conducting ongoing dialog as necessary to
execute accurate processing techniques upon order entry
o error rates by 51% as a result of developing key process and
validation checkpoints
. Increased:
o efficiencies within Operations which enabled a 42% reduction in staff
by recognizing streamlining opportunities and establishing key cross
functional success points
o output of 90% as a result of eliminating redundancies and implementing
process improvements
o clean order processing by Sales by 49% working within teams to set up
key controls and training
. Orchestrated extensive coordination involving quality, process
orientation, manufacturing, business and strategic planning, cross-
function team development, training, inventory, auditing and sales order
management.
Diebold, Incorporated (continued)
. Developed a sales processing channel to assist Sales in execution of
sales entry, volume, and overall customer execution.
. Developed and implemented a contract review and administration team.
Manager, Customer Relations Group 1998 - 2009
Reported directly to the Senior Vice President, Manufacturing and held
concurrently with Director position above. Orchestrated a Global Customer
Relations Group of 6 associates to review and manage customer sales orders,
on time shipments/deliveries, customer complaints, and customer advocacy to
be the "voice of the customer."
. Initiated international travel to:
o Leeds, England to orchestrate process initiatives within a European Order
Management organization in concert with a North America Order Management
organization in Canton, OH. Review and planning meetings were initiated,
developed, and implemented for consistent processing and measurements,
along with establishing order tracking mechanisms.
o Russia to review/orchestrate communication and training with largest
distributor in Europe. Worked to orchestrate process improvement for
customer complaints related to warranty and product quality issues,
initiated processes to help eliminate repeat calls and ongoing issues.
o France and China to orchestrate missing parts/logistics issues,
consolidated strategic sourcing, customer issues relative to shipments
from North America manufacturing; supplier performance, training supplier
to inventory management, logistics and ERP.
o Hungary to orchestrate customer relations processing to customer
scheduling commitments, supplier commitments, and on time shipments.
. Managed a Direct Ship buyer/material organization of > $3M / mo output to
suppliers.
. Managed an Electronic Security pick pack manufacturing operation of 4
associates located in Hamilton, OH - with an output of ~ $101M yearly.
. Orchestrated and implemented a Global Order Desk role.
Quality Systems Manager 1991 - 1998
Reported to Senior Vice President of Manufacturing and Development. Lead
responsibility for 100% integration of an ISO 9001 Quality Management
System and certification for manufacturing and development organizations.
. ISO 9001 certification consisted of 6 manufacturing facilities, Corporate
Procurement, and completed hardware/software development organizations
under one certificate.
. Managed Quality System efforts during joint venture of Diebold and IBM
(InterBold).
. Worked to develop an overall product life cycle of hardware and software
products.
. Orchestrated onsite inventory control and deployment after acquisition of
a competitor within a manufacturing facility in New York.
. Worked to review and initiate asset and facility sale to complete
competitor acquisition, along with buy/sell of inventory.
Other Positions Held include Software Quality Analyst and Executive
Administrative Assistant.
Education
BACHELOR OF ARTS, MALONE COLLEGE, CANTON, OH
Associate in Business Management, Stark State College, Canton, OH
PROFESSIONAL AFFILIATIONS
The Corporate Executive Board
ASQ (American Society for Quality)
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