Customer Service Manager

Ginny Dunn

*** ****** ****** • Park Ridge, Illinois 60068 • H: 847-***-**** • M: 847-***-****

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

PROFILE

10+ years in administrative and operations management with experience in directing Customer Service,

Field Sales Support, Order Entry and Office Administration. Track record of recruiting, training,

motivating and mentoring successful teams. Special expertise in process improvement, cost containment,

and policies and procedures. Strong relationship management, organization and communication skills.

Proficient in MS Office.

PROFESSIONAL EXPERIENCE

LAWSON PRODUCTS, INC. Des Plaines, Illinois 1974 - 2009

$400 million global distributor of automotive, industrial, chemical and welding supplies

Vice President, Administration (2004 - 2009)

Overall responsibility for Customer Service, Order Processing, Mail Operations, Merchandise Credit,

Switchboard/Reception, Account Administration and Document Retention. Also accountable for Building

Maintenance, Document Management and minor telecommunications tasks. Managed budget of $4

million and 50+ employees including call center operations. Created new order processes and policies to

support consolidation of company.

• Consolidated order processing duties of remote facility into corporate office using no

additional staff.

• Consolidated order processing function from five distribution centers into corporate

office, reducing overall head count while improving efficiency.

• Initiated transfer of credit card processing to Finance department.

• Consistently under budget by 5% to 7% each year.

• Instrumental in introduction of improved database for access from multiple locations.

• Focused on staff development including one supervisor, one manager & one director;

promoted from within.

Director, Administration (1997 - 2004)

Overall responsibility for Customer Service, Merchandise Credit, Customer Administration, Billing as

well as customer maintenance, credit card processing and customer invoicing. Also assumed

responsibility for Building Maintenance, Document Management, and Mail Operations &

Switchboard/reception. Restructured departments for more efficient processes. Administered budget of $3

million.

• Moved Merchandise Credit into Customer Service due to the close working relationship.

• Created Customer Account Administration department to improve handling of customer

account maintenance and tax documentation.

• Implemented centralization of administrative function that allowed distribution centers to

focus on order processing and significantly reduced errors.

• Developed leaders including three supervisors (two of which later became managers of

Ginny Dunn Page 2

multiple departments) and two managers; all from within the organization.

• Continually sought out talented individuals to become part of the team.

• Consistently came in 5% to 8% under budget.

Manager, Billing & Order Entry (1983 - 1997)

Responsible for Billing including handling of orders prior to invoicing. Managed Order Entry department

for largest shipping facility of organization.

• Integral part of design of computerized billing correction process.

• Improved order flow efficiencies through continued communication.

• Developed first written policies & procedures for order processing and tax administration

at remote locations.

• Assumed responsibility for Customer Service and Merchandise Credit.

• Created new, simpler return process improving customer experience, reducing complaints

and reducing scrap material cost by over 50%.

• Worked with IT to design an agent in-home system, reducing the amount of manual

intervention required for both orders and credit requests.

Supervisor, Order Entry (1978 - 1983)

Established first automated Order Entry department. Integral in the design of an order entry system that

recognized errors so that resolution of issues occurred at time of order creation, increasing efficiency of

the distribution centers and improving invoice creation.

• Wrote first instruction manual and trained all staff including six remote locations.

• Developed new processes for order handling to minimize amount of re-work prior to

invoicing.

• Documented the elimination of tasks to reduce manual handling, proving error rate was

less than 1%, which allowed for additional tasks without additional staff.

• Developed processes for handling of fax transmitted orders ensuring no orders were lost.

Order Processor (1974 - 1978)

EDUCATION

Business Major

Triton College, Melrose Park, Illinois

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