Customer Service Manager

Dawn Zelich

Email: *********@********.***

Address: **** **** ****

City: Hudson

State: OH

Zip: 44236

Country: USA

Phone: 234-***-****

Skill Level: Management

Salary Range: $140,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Dawn Zelich

6814 Stow Road Hudson, Ohio 44236 C 234-***-**** Email:*********@********.***

Sales/Operations and Logistics executive experienced in developing profitable, effective, business and customer solutions, developing and maintaining successful service and supplier relations in Fortune 500 organizations, utilizing collaborative skills to lead high performing teams that achieve the highest level of consistent customer service performance by connecting the business to the customer.

Visioning/Strategic Planning and program execution

Sales and Operations Planning

Manufacturing Strategy and operations

Logistics Planning and analysis

New Channel/Project Management

Organizational Design

Cross functional team leadership

Customer Service and Relationship

The Coca-Cola Company 1989 2012

$35 Billion American Based Multi National Corporation. Producer and retailer of concentrates and syrups

Fountain Syrup Chain Operations Manager

McDonalds Account Division Cleveland, Ohio

Customer Relationship Management - Managed the relationship to Coca-Colas largest fountain customer, as trusted advisor, delivering beverage equipment solutions. Client base of 311 Owner/Operators, providing service to over 1500 restaurants in a six state area, accounting for over 12 million gallons of product sold. Led cross functional team that delivered and surpassed nationally set service quality standards. Consistently delivered highest quality products in the country.

Equipment Operations Management - Led and developed a $5.6 Million service revenue territory that delivered the highest finished beverage quality in the nation.

Strategic Planning and Execution, Cross Functional Team Leadership, Project Management

Developed and negotiated Customer National Disaster Response program to facilitate response in disaster situations. Led cross functional team that provided product from all bottling organizations, developed the process and communication and authorization paths for implementation.

Created and implemented nationally accepted water support program and equipment preventative maintenance services, resulting in significant reductions in M&R and the highest finished beverage quality rating of any region in the country.

Developed and implemented preventative maintenance programs by collaborating with OEM and local technical experts, improved equipment efficiency, reduced customer M&R and increased service agent revenue by $25,000 per year, while improving restaurant efficiency.

Led accounts receivable and project management group to ensure prompt payment and invoice reconciliation. Leading to the third lowest outstanding invoices in the nation.

Executed numerous beverage projects under budget and with 100% customer service satisfaction.

McDonalds Womens Leadership Board of Directors - Served on Womens Leadership Board of Directors for the McDonalds Michigan Region; mentored women in leadership in the customer organization.

Field Operations Manager

Fountain Syrup Sales and Service Division

Customer Service and Equipment Operations Management

Led cross-functional Agent and Distributor network to all fountain customers in multi-state area

Achieved highest customer service rating in the country, as well as, divisionally, while maximizing profitability of the service providers.

Certification - Facilitator National Field Service

Operations Manager

Fountain syrup manufacturing Atlanta, Georgia

Manufacturing and Project Management

Six month developmental assignment to gain expertise in fountain beverage manufacturing operations

Managed 35 employee second shift in a 325,000 sq. ft. facility

Met product production targets, shipping standards and personnel requirements

Manager, Logistical Operations

Global Concentrate and Domestic Syrup Manufacturing Atlanta, Georgia

Logistical Planning and Analysis; Organizational Development and Design

Led cross functional team that developed products, manufacturing processes, and distribution systems for newly developed sports, juice, and tea products.

Negotiated manufacturing contracts with specialized hot fill processors.

Manufacturing and warehousing placement; redistribution point efficiency

Redesigned warehouse and transportation distribution system, which provided $500,000 system savings. Produced the logistical analysis, warehousing and transportation optimization, warehousing contracts and build out.

Manager, Customer Support

Field Equipment Sales and Service Schaumburg, Illinois

Customer Service Management

Managed and developed customer service team responsible for the removal and installation of fountain equipment in a five state territory.

Organizational design and productivity

Improved productivity of the six person staff by 50% through process improvement strategies while increasing customer service effectiveness.

RJR Nabisco 1982 1989

An American Conglomerate, including Nabisco Brands, food manufacturer, logistics division

Regional Inventory Manager Des Plaines, Illinois.

Customer Service Management

Led a highly effective Inventory Control nine person team for the Central Region. Responsibilities included recruiting, training, and professional development of direct reports

Developed training programs that facilitated the cross functional development of direct reports, facilitating their promotion throughout the system.

Region of the Year Award - Achieved highest level of customer service throughout service areas

Other Positions Held

Transportation Supervisor, Transportation Analyst, Regional Inventory Analyst, National Deployment Analyst

Education

National-Louis University, Lombard, Illinois MS in Mgmt, Organizational Development,

The Penn State University, University Park, Pennsylvania B. S. in Business Logistics

Case Western University, Cleveland Ohio Certificate in Leadership Skills for Women

Certificate in Leading Highly Performing Teams

Community

Ronald McDonald House of Akron - Trustee

Contact this candidate