Customer Service Manager

Linda P. Cura *** S. Phelps Avenue, Arlington Heights, Il 60004

Home Phone 847-***-**** / Email – ******@*****.***

Summary: Results oriented manager with an ability to foster high ethical standards, increase employee potential and overall productivity.

Skilled in creating the means for making substantial contributions to the bottom line.

Demonstrated ability in strategy creation and application as well in all facets of negotiating, budgeting, and forecasting. Respected

for possessing highest integrity, strong interpersonal and training skills, team building qualities and leadership.

Experience:

Flor, a division of Interface Inc, Elmhurst, Il 60126

2007- 2009

FLOR, a manufacture of a residential line of high-style, modular floor coverings.

Director – Operations/Customer Service

Responsible for bringing best practices to national call center, ensure smooth relocation and consolidation of FLOR inventory into a

central location and to manage projects. Ensured that operational efficiencies were on going, opportunities for best practices in

customer service were found and incorporated, increased internal and external customer experience and managed full order to cash

flow. Supported all initiatives and provided direction with cross functional teams.

Improved productivity within the call center by use of Modeling of ‘best practices’ for customer service center; removal of

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underperforming personnel; identification of key performance metrics; improving and leveraging existing technology; developing

and promoting the pay for performance systems for CSR group; implementing 90 day evaluations for all new CSR hires; taking

ownership of relationship with the IFC HR group; hiring additional supervisory personnel and developing a part-time staffing

strategy in order to effectively scale the operations.

Managed the Wei meetings in 2007/8 and supported the movement of all FLOR operations to the central facility.

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CSR/DC relationship - Streamlined the interaction/responsibilities between the customer service functions at the Elmhurst, IL

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office and the service/support functions in the LaGrange, GA facility. Creating communication channels, process, and reporting

with the DC group, as well as creating a relationship with the key individuals to enable these changes.

Retail account support- execution Target, Office Max and Overstock support, including delivery date management and

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compliance, best practice modeling and constant communication between account management responsibility (Elmhurst, IL

office) and fulfillment management (LaGrange, GA facility) to communication of importance of these issues with national

retailers.

Retail Account Support - process developments. Retail process work implemented across Elmhurst office and the LaGrange

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facility (Formalization of order management, centralization of function, implementation of process and process management) all

lead to higher-quality, lower-cost and more consistent service in supporting this channel.

Asked by the corporate office to be the E1 Flor contact with the parent company InterfaceFLOR in Atlanta, GA.

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Videojet Technologies Inc, a division of Danaher Inc., Wood Dale, IL 60191

2005 to 2006

World-leading manufacturer of coding, printing & laser marking products, fluids & accessories for the product identification industry.

Director – Customer Service

Responsibility for directing four managers and a team of forty six customer service associates for direct sales and distribution in

North America and Internationally. Budget responsibility of 2+Million.

• Streamlined order process for EDI, E-Commerce, Direct sales, distributors and subsidiaries.

• Increased GOS (Grade of Service) in the domestic call center by an increase of 8.5% over last year.

• Improved productivity by decreasing headcount by 16%. Resulting in processing a 7.3% per person increase in

revenue from 11.3M to 12.4M.

• Successful implementation of Oracle 11.5.10 in May of 2006.

• Lead and sustained three KAIZEN TPI (Transactional Process Improvement) Events. Participated in a collections and a

shipping KAIZEN events with an outcome of a 15% productivity increase in each area, for two sister companies.

• Identified and developed three promising managers and five customer service associates resulting in the promotion and transfer

to position of broader responsibility of four customer service associates.

• Identified supply chain efficiency opportunities with operations, collections and purchasing divisions.

• Developed and implemented a program within the National Call Center that assists the inside sales team with lead generators

for supplying purchasing resulting in increased (Feb-June) 2006 revenue of 25M.

Barilla America, Inc. Bannockburn, IL 60015

2004 to 2005

Manager – National Customer Service and Logistics Operations

Barilla America, Inc. is the number one brand of pasta in the United States since 1996 and produces the fastest growing brands of

pastas and sauces in their categories.

Responsible for national customer service and logistics operations.

• Streamlined Foodservice process within first three months of employment.

• Identified and initiated cross-training within customer service to support Retail, Foodservice and Club Business.

• Constructed coalitions and enhanced communication through establishing monthly rotating calls designed to review customer

service forecasted promotions and business opportunities with customer service, brokers, business development managers and

regional sales members

• Improved Barilla’s and Wasa North America’s Customer Service manuals to reflect consistency with best practices in the

industry.

• Identified and implemented time saving measures within the retail link to ensure quality service to Wal-Mart.

• Brought new and creative ideas to a “Canada Business Team” as the customer service and logistics lead element.

• Streamlined process and made recommendations for computer enhancements which reduced processing time, improved

employee morale and decrease the overall order - to - cash process.

• Identified and eliminated all overtime within the customer service department resulting in increased productivity and reduced

department overhead by 20%.

ConAgra Food, Inc., Omaha, NE 68135

2001 to 2004

Nov. 2002 to Oct. 2004 - Senior Manager - Customer Service, Omaha, NE 68135

ConAgra Foods, Inc. is the world’s second largest food manufacturing company with revenues of 19.6 billion dollars.

Direct responsibility for two regional teams consisting of two managers and twenty nine customer service coordinators.

Responsibility for 25% of Retail order and deduction management. Budget responsibility of 1.2 million dollars.

• Successfully transitioned employees from five different channels (Frozen, Grocery, Dairy, Snacks and Refrigerated/ Deli) into

one Retail Service Center.

• Reduced frozen and grocery deduction balances by 46% in first year and maintained or reduced deduction balances across the

grocery, frozen, snacks and dairy channels of business by 10% the second year while ensuring smooth flow of order

processing across all channels of business.

• Managed frozen processes over all customer teams until completion of system integration scheduled for November 2004.

Dec. 2001 to Nov. 2002 - Supply Chain Manager – Schaumburg, IL 60056

Responsibilities included identifying supply chain improvement opportunities and problem service issues with designated key

customers. Created and Implemented processes and procedures that continuously improve efficiencies and service for both the

customer and ConAgra Foods.

• Achieved all cost reduction initiatives, which included: an increase from 42% to 50% participation in Customer Pick Up (CPU)

program and a reduction in shortage related deductions by 25%.

Conducted presentations pertaining to the rollout of the new dry integrated mixing center to internal executives and key

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customers. Was the key contributor to streamlining and improving processes.

Drafted and implemented internal and external communications to ensure successful integration of process in connection with

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start up of newly build dry distribution centers.

DSC Logistics, Des Plaines, IL 60018

1996 to 2001

Key Accounts Manager

DSC Logistics Inc. is a leading third party logistics firm, with facilities located nationwide. DSC Logistics is a leader in providing

warehousing, transportation, and custom logistics solutions to corporate partners.

Managed one of DSC's largest accounts, Lipton, a division of Unilever. This account was responsible for over $20 million dollars in

annual revenue. Lipton products are warehoused and transported from four facilities strategically located in the United States.

Responsibilities included coordinating and facilitating the resolution of issues in IT, Customer Service, Transportation, Operations and

Inventory Control within DSC. Provided centralized financial support, monthly reporting, budgeting and forecasting. Maintained

national key performance indicators. Conducted cross-location analysis. Consulted with line management in refining solutions to

financial and operational policies and procedures. Worked with facilities to bring outstanding claims and accounts receivables

current. Facilitated and directed DSC Customer Partner Teams toward improved processes and cost reductions. Reported directly

to senior management at DSC.

Central Intelligence Agency, Washington, D.C. 20332

1985 to 1991

Held TS/SCI and other Department of Defense security clearances from 1985 to 1991 as Senior Support Logistics Manager.

Responsibilities included assignment outside of the Washington area to establish a facility to support two projects with twelve

subcontractors. Maintained an inventory program for overseas operations from this office and arranged for hardware maintenance.

From 1986 to 1989 held position as Second Support Logistics Manager. Responsible for a multi-million dollar project developed to

establish and maintain ADP systems used by most of the US locations around the world. From 1986 to 1988 held position as

Logistics Manager. Responsibilities included preparing specialized reports on logistical aspects of the activity for senior government

managers. Assisted in the preparation of large ordnance requisitions from local and foreign suppliers. Developed a detailed sounds

break down on how to appropriately allocate a multi-million dollar supplement for a congressional briefing in 1987 and obtained the

funds. From 1985 to 1986 held position as Support Manager – Trainee. Hired directly into a professional twelve-month training

program for selected individuals.

Education:

1994 University of South Florida, Tampa, FL

MBA, Executive Program

1985 Towson State University, Towson, MD

BS Business Administration

Additional Education:

2008 Gallup training through InterfaceFlor, Elmhurst, IL

2006 Danaher Business System Leadership Training, Wood Dale, IL

Kaizen training for Transactional process

2004 Gallup Leadership Training Program, Omaha, NE

1985 to U.S. Government Training Program for Selected Civilians, Washington, DC

1986 Training in logistics management and inventory control, warehouse management and procurement. Received merit increases and

awards for exceptional performance from each office.

Computer Skills:

Familiar with Microsoft Windows 2000, AT, Excel, Power Point, Lotus 2000, Lotus Notes, Microsoft Word, Microsoft Access,

Microsoft Project, AS400, ABC, ITLS, SAP 2, SAP 3, SAP Super User, Oracle, JDE One World, Internet and E-mail.

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