Customer Service Management
Resume:
WENDY M THOMAS
Email: abo991@r.postjobfree.com
Address:
City: Snellville
State: GA
Zip: 30078
Country: USA
Phone: 770-***-****
Skill Level: Any
Salary Range:
Primary Skills/Experience:
Results-oriented Project Coordinator professional experienced in Customer Service, Inventory Control (VMI) and Account Management. Dedicated Project Coordinator who sustains the highest level of customer service through efficient team and customer account management. Team player with exceptional listening and critical thinking skills.
Educational Background:
High School Dipolma from American International College, Springfield MA 1/2001 to 5/1991 (Business Administration)
Job History / Details:
Summary
Results-oriented Project Coordinator professional experienced in Customer Service, Inventory Control (VMI) and Account Management. Dedicated Project Coordinator who sustains the highest level of customer service through efficient team and customer account management. Team player with exceptional listening and critical thinking skills.
Highlights
Exceptional interpersonal communication
Client relations specialist
Process improvement specialist
Effective workflow management
Skilled multi-tasker
Microsoft Outlook, Word and Excel
Inventory control
Exceptional telephone etiquette
Scheduling
Excellent time management skills
Effective problem solver
Meticulous attention to detail
Focused on customer satisfaction
SAP and ERP system knowledge
Retail Link software proficiency
Net Suite software proficiency
Deadline-oriented
Training and development
Accomplishments
Improved customer fill rate from 98.5 percentage (goal) to 98.9 percentage (actual) 2008 for Sam's Club.
Won Supplier Award of Excellence award in 2nd Quarter 2005 from Sam's Club.
Won Supplier Award of Excellence award in 1st Quarter 2004 from Sam's Club.
Increased customer inventory turns in 2001 from 22 to 37.
Experience
March 2012 to September 2012
HORIZON SOFTWARE INTERNATIONAL Duluth, GA
Project Coordinator-Contractor
Successfully led summer rollover and software upgrades which resulted in school districts starting school on time and with USDA compliant software. Planned and executed the summer rollover process including meeting with key participants, calling customers, shipping software, measuring results and training other Project Coordinators.
May 2011 to September 2011
HORIZON SOFTWARE INTERNATIONAL Duluth, GA
Project Coordinator-Contractor
Successfully led summer rollover and software upgrades which resulted in school districts starting school on time and with USDA compliant software.
Executed the summer rollover process including meeting with key participants, calling customers, shipping software, measuring results and training other Project Coordinators.
May 2010 to September 2010
HORIZON SOFTWARE INTERNATIONAL Duluth, GA
Project Coordinator-Contractor
Coordinated software installations for K12 Food Services customers.
Managed installations with introduction & technical conference calls, ordering hardware and software, testing ID cards, schedule training for district staff, coordinate on site visits, managed deadlines and act as point of contact for district on all other related topics.
July 2008 to February 2009
HORIZON SOFTWARE INTERNATIONAL Duluth, GA
Project Coordinator
Coordinated software installations for K12 Food Services customers.
Managed installations with introduction & technical conference calls, ordering hardware and software, testing ID cards, schedule training for district staff, coordinate on site visits, managed deadlines and act as point of contact for district on all other related topics.
Managed $1.5 million in installations, including large metropolitan school districts, small private schools and overseas schools foreign military bases.
March 2006 to April 2008
KARCHER RESIDENTIAL SOLUTIONS, INC Duluth, GA
Lead Account Coordinator
Manage day-to-day operations for National Accounts, such as Target, Sam's Club, B.J.'s Wholesale, Do It Best.
Directed the implementation of bringing Karcher up on Sam's Club Co-Manage program (Inforem) as well as overseeing and managing Sam's Club co-manage inventory program to increase sales through forecasting and maintain fill rate (goal 98.5 percentage, actual 98.9 percentage ) while reducing warehouse inventory (JIT). Maintain and update National Accounts weekly and monthly reports for the upper management using SAP and customer on line POS information to track sales, inventory and forecast to prevent out of stocks. Attend Sam's Club Retail Link User Group meetings every other month for continuing education.
September 2003 to March 2006
GEORGIA PACIFIC Atlanta, GA
Customer Logistics Analyst
Work with Sam's Club Team to manage inventory of over 70 items for over 500 retail stores. Manage Order Fulfillment process through Continuous Replenishment with Sam's Club account, G.P.'s second largest customer. Using Sam's Club ordering system, Inforem and Retail Link, and SAP, managed account in collaboration with Supply Chain Operations and Sales Management; including: collaborating with supply chain to improve forecast accuracy and service metrics identifying opportunities to improve cube, reduce returns and deliver supply chain cost savings, implement changes to the Inforem system to improve ordering strategies. GP's Sam's Team awarded 'Supplier Award of Excellence' for 1st quarter 2004 and 2nd quarter 2005 from Sam's Club.
March 2002 to September 2003
IMERYS PIGMENTS AND ADDITIVES Roswell, GA
Customer Logistics Analyst/Customer Service Rep
Mange day-to-day operations of customer account management. Lead the implementations new IFS system for Plant in North GA, including creating product profiles for over 1000 customers, verifying orders converted from old system to new IFS system and communicating updates to all team members. Process orders for 80 customers including managing all major railcar customers including ensuring all railcar customers receive railcars in timely manner without overloading customer silos with material. Communicate with plant regarding management of railcars.
Managing inventory for Railroad Transflo facilities and monitoring trucks shipped to 9 customers using IntelliTrans tracking system as well as using NetVMI, Aspen Marketplace to manage inventories for 3 customers.
Create and document procedures for adding new customers/products to VMI; as well as identified current customers eligible for adding to VMI.
January 2001 to January 2002
THE CLOROX COMPANY Norcross, GA
Replenishment Analyst
Manage day-to-day inventory of dollar chain and grocery retailers. Maintained a case fill rate of 97 percentage and above and managed all aspects of VMI maintenance to include: accuracy of EDI and Clorox data and took action to resolve discrepancies; accuracy of promotional time periods and quantities and to maintain promotion management. Reviewed product demand and systemically monitored customer forecast parameters to include non-customer specific activities to ensure future forecast accuracy and increased turns from 22 to 37. Analyzed, measured and reported inventory turns, service levels and other key measures using DSS agent reporting system.
July 1999 to January 2001
THE CLOROX COMPANY Norcross, GA
Order Management Specialist
Manage day-to-day processing of orders and customer needs. Consistently maintained a 98 percentage or higher phone service rate and took the lead on individual and team workload on many occasions during peak times. Exceeded automated order rate for assigned accounts and ensured account management coverage at all times. Verified orders and compliance with company policies.
March 1998 to July 1999
THE CLOROX COMPANY Danbury, CT
Pricing Coordinator
Entered and managed pricing set up by sales department. Responsible for accurate pricing for over 100 products and over 100 customers. Created and maintained pricing programs in computer system and ensured that all invoicing was accurate and communicated with customer service offices and handled pricing discrepancies.
July 1995 to March 1998
AMES DEPARTMENT STORES, INC Rocky Hill, CT
Systems Coordinator
Act as liaison between merchandising group and IT department. Provided Merchandising staff with procedural support of new and existing systems and managed thorough acceptance testing of new systems and existing system enhancements and created new or additional documentation for company wide distribution. Coordinated with Training and Development staff on training classes for new and established employees. Coordinated and taught new training program for Purchase Order Coordinators as well as managed distribution centers and corporate office systems and enhancements, including AS400 and WMS.
May 1994 to July 1995
AMES DEPARTMENT STORES, INC Rocky Hill, CT
Merchandise Allocation Analyst
Manage inventory purchased by buyer and allocation to all retail stores. Managed inventory allocation for over 300 stores using MMS Allocation system and an in-house Event Planning system and monitored flow of replenishment to ensure appropriate stock levels of basic merchandise as well as promotional merchandise by using analysis of sales, inventory levels and trends for specified Hardlines departments.
Education
1991 American International College Springfield, MA
Bachelors of Science Business Administration
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