Manager Customer Service
Resume:
KAREN JACKSON
SPRINGDALE, AR 72762
Home: 479-***-****, Cell 479-***-****
**********@*****.***
SUMMARY
Dynamic professional with solid qualifications in sales, planning and implementation,
budgeting and sales forecasting, market analysis, and revenue and market share growth.
Core competencies include almost 20 years experience across all functions of account
management including modulars, accounting, logistics, replenishment; extensive Retail
Link experience; and ability to be goal driven and self-managed in single person office.
EDUCATION
B.S.B.A., University of Arkansas (1995); GPA: 3.7; Member Beta Gamma Sigma (top 10% of class)
PROFESSIONAL BACKGROUND
Catalina Lighting (home based) Company is not able to secure additional financing to
continue operations within US so position will not be long term. Current manager will verify
information as needed.
National Account Manager, Bentonville, AR (September 2008 to present )
Directly responsible for planning, forecasting, and selling direct import lighting products into
Walmart, Sam’s Club, walmart.com, samsclub.com, and Walmart Mexico. Average account
volume $20 million.
Catalina Key Accomplishments:
Replenishment:
o Reduced vendor lead time from 10 days to 2 days across all Walmart
warehouses. Reduced lead time directly tied to instocks.
o MABD compliance improved to 96.6% from 89.58% (Sept 2008)
o Replenishment instock improved to 92.9% from 85.45% (Sept 2008)
o Freight factor reduced from 25% to 15% as direct result of working with
Walmart Logistics and Walmart Replenishment teams, thus able to offer
more competitive pricing to Walmart. Process changes included
changing pallet configurations, reviewing and updated shipping
procedures, and moving to PL shipping
Accounting
o Updated vendor agreement terms which resulted in removal of 100
deductions per month (1,200 annually)
Sales
o Presented item refresh on 2 items. Analyzed returns from customers and
learned that these two items are top returns for Catalina. Item refresh
reduces shipping cube, improves margin for Walmart, and improves
customer satisfaction.
o Obtained placement for 22 new skus on walmart.com for estimated
annual volume of 12,000 units.
In process of finalizing sale to samsclub.com for 30 skus, and Catalina
o
will be exclusive vendor to supply online lighting
Sold 1 new item to Walmart Mexico for 2009
o
Leviton Manufacturing (home based)
National Account Manager, Bentonville, AR (December 2001 to September 2008 )
Directly responsible for planning, forecasting, and selling products hardware and electrical items into
Walmart. Responsible for modular review, preparation, and implementation. Facilitate account growth
and category management through information management available through CPFR and Retail Link.
Average account volume $21 million.
Leviton Key Accomplishments:
Sold 36 skus in for 2008 modular review ($3.4 million incremental volume),
participated in all facets of modular creation and modular set reductions
During 2007 modular reviews, sold in 15 new items (spring review) and then
sold 19 additional new items (fall review) for $2 million in additional volume
Directly replenish 164 skus into Wal*Mart using CPFR and Retail Link
Reduced accounting deduction issues from $400,000 to $10,000 over 18 month
time period; this move resulted in reassignment of 1 person to another position
since full time account management no longer needed
Initiated corporate initiative to move Leviton to DSDC shipping to improve ROI
and inventory management
Service Advantage
VP, Business Development, (December 2000 – December 2001)
Directly responsible for sales of merchandising services to Walmart vendors. Responsible for planning,
cold calls, sales presentations, and follow up account management. Sales Budget of $2 million, budget
achieved through aggressive cold calls.
Northpole
National Account Manager, Bentonville, AR (1999-2000)
Directly responsible for planning, forecasting, and selling products, including promotional and new items
in the Sporting Goods and Luggage categories for both Wal-Mart and Sam’s Club (8 buyers).
Responsible for product flow and management for import items. Develop system to implement co-
managed vendor responsibilities.
Rubbermaid Corporation
National Account Manager, Bentonville, AR (1998-1999)
Directly responsible for planning, forecasting, and selling products, including promotional and new items
in the Wal-Mart Hardware and Automotive categories. Formulate and present strategic proposals to
facilitate account growth and category management to buyers and internal senior management. Changed
companies due to large staff reduction within local office and company after corporate purchase by
Newell Corporation.
The Valspar Corporation (home based)
Business Development Manager, Bentonville, AR (1995-1998)
Develop marketing tools to locate opportunities for category management and brand growth.
Create store-tailored marketing plan for modular recommendations.
Extensive management of forecasting and inventory control. Assist in implementation of co-
managed vendor responsibilities.
In-depth research with Valspar and Wal*Mart transportation and warehouse administration for
analysis and solution of opportunity areas.
Analyze and partner with Wal*Mart personnel in resolution of deductions, invoice match rate,
and various customer service issues.
Valspar Key Accomplishments:
o
Reduced DSO’s from 97 to 57 days over 18 months time period
Negotiated terms change with Wal*Mart to reduce DSO’s to 20 days
Assisted in creation of new product line sold to Wal*Mart
Created and managed logistics task force resulting in 15% reduction in out-of-
stocks; 4% fill rate improvement; 1 day reduction in lead time; and utilization of
advanced carrier response system
S.C. Johnson Wax
Category Project Manager, Rogers, AR (1993-1995)
Analyze and prepare trend and share reports for business sectors utilizing POS data and IRI. Assist in the
development of marketing tools to find opportunities for account category management and brand growth
using data from a variety of internal and external sources. Develop formats to track and analyze new
products, test markets, and promotions. Manage pricing and item information. Prepare and submit item
presentations to Wal*Mart. Provide in-house Excel and Retail Link training.
Procter & Gamble
Marketing Assistant, Fayetteville, AR (1990-1993)
Serve as liaison between Wal-Mart and Sam's, customer service representatives, and internal personnel.
Track and analyze business trends and share utilizing POS data and IRI. Contribute as a member of a
multifunctional sector team handling business needs. Maintain pricing systems. Manage marketing fund
in excess of $6MM. Key resource for individualized computer training and new hire orientation.
Provide input for employee performance evaluations.
REFERENCES AVAILABLE UPON REQUEST
Contact this candidate