Customer Service Manager

Rhonda Drew

*** *** ********** ****, *******, TN 38363 *731-***-**** **********@*****.***

Professional Summary

Experienced operations, supply chain manager in multiple roles, cross functional team management experience and exceptional people skills in

consumer product marketing and operations. Well versed in corporate level project implementation, execution and completion to aggressive time

lines for product shipments to retail. Result oriented, hands on, day to day manager of people, process and products. I am seeking a leadership role in

a team environment.

Core Qualifications

• Process Development and Improvement • Master Data Management • Forecasting • Customer Service Leadership • Sales program development •

Cost Reduction & Savings • P & L Assessment • Inventory Control • Product Lifecycle Management • Multi Departmental Management

• Metrics Development and Analysis • Proficient in all Microsoft office applications • Experience with information systems Oracle & SAP

• Consumer Product Category and Brand Management •Decision making • Professional work ethic • Operations Management Bulk Candy •

Extensive Retail knowledge as relates to price, product, promotion, margins • 6 years store management

Experience

Customer Service Representative IV September 2010 – June 2012 Manitowoc/Kolpak Food Service Division, Parsons, TN

Managed assigned territory customer orders for walk in refrigeration systems. Provided quotes, and CAD drawings to customer for approval prior to sending to

manufacturing floor for fabrication based on customer project schedules. Managed and scheduled process through installation of product. I accepted this and previous 2

entry level roles to remain close to family during the illness of a relative.

Administrative Assistant November 2009 – November 2010 University of Tennessee Extension, Decaturville, TN

Assistant to 2 County Executives in Decatur County Tennessee; administrative supporting state programs for all county initiatives including farm and land; 4-H;

Community Education, etc. Actively presented programs to schools and senior citizen clubs promoting health and community growth. Assisted in documenting and

creating the materials for county programs in conjunction with Tennessee state requirements. Maintained and updated Tennessee State data base for 4-H members and

program involvement. Part time position 25 hours per week.

Assistant Non Profit Social Services provider November 2009 – November 2010 Decatur County Shepherd Fund, Parsons, TN

Part Time 20 hours per week assistant to Decatur County Shepherd Fund which supplies free clothing, food and utility assistance to qualified low income residents of

Decatur County Tennessee. Currently volunteer when available.

Manager Customer Service & Technical Services April 2008 – October 2009 Faus Group, Inc. Calhoun, GA

Managed Customer Service and Technical Services team for laminate and wood flooring manufacturer in company policies and procedures for order

entry ensuring customer satisfaction through resource teamwork. Provided guidance and detail toward successful on time and complete shipments to

customers. In charge of the daily troubleshooting and planned priorities for orders, production, planning, transfers, shipping and warehousing .

Resigned this position to move close to family during illness of a relative

Manager Business Planning, Product Lifecycle, Bulk Candy Operations, Customer Service Nov 1997 – April 2008

Farley’s and Sathers Candy Company formerly Brach’s Confections, Barry Callebaut Chattanooga, TN

Developed and Managed New Product Development and Product Life Cycle process for $650 M Candy company; same company for 13 years under

Brock Candy, Brach’s Confections, Barry Callebaut; Farley’s & Sathers Candy Co. Coordinated and lead multi-departmental cross-functional teams

from: (engineering, accounting, purchasing, marketing, manufacturing) assessing profitability, obtaining corporate approvals, verifying feasibility,

managed details and timelines including formula documentation, art creation, activating in SAP system for product launch. Managed new product

development process from concept through distribution; Standard project quantity 70 – 125 projects simultaneously. Key project and process

manager for integrations and business segment transitions; Managed Master Data department (5 years) in fully integrated SAP environment.

Responsible for system integrations including audits and accuracy of data which drove day to day business operational activities. (including

manufacturing standards, costs, billing, ordering, price structure) Business Planning/Forecasting manager for product Sams Club, WalMart, Costco,

BJ’s and other key accounts in all classes of trade; grocery, mass, club and drug stores. Responsible for forecasting high volume, time urgent

planning for multiple production sites, domestic and international. Managed Customer Service teams of 15 – 18 persons in order receipt, order entry,

EDI, pricing accuracy, sales team support of account management to sales. Problem solved for all customer accounts on a daily basis. Empowered a

faltering team to viable functioning resource by creating a positive work environment and excellence through personal employee development and

training; Facilitated production and shipments of product both to and from Spain, Argentina, Germany, Switzerland, Canada and Mexico; Familiar

with import/export requirements and FDA regulations.

Education

Middle Tennessee State University Jan 1982 – Aug 1984 Murfreesboro, TN

Major Focus: Mass Communications, Radio/TV/Film; Minors: Management/Marketing/English . Completed all course requirements for B. S

Degree; 3 credits shy of degree/currently enrolling on-line to complete required course; Summer 2013.

Corporate level professional experience 15+ years Consumer Product Marketing Fortune 100 and Fortune 500

Union University Sept 1979 – Dec 1981 Jackson, TN

Major Focus: English/Journalism Core requirements for undergraduate degree & transferred to MTSU for communications program.

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