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Customer Service Supply Chain

Saint Petersburg, Florida, United States
May 20, 2017

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Michele King

*** *** ****** ***** #***

Saint Petersburg, FL 33701


Global and Domestic Corporate, Public Sector, SMB, and personal Life Cycle Management (solution to delivery)

Proficient in various ERP and CRM Packages/Modules (SAP, Oracle/PeopleSoft, Siebel, JD Edwards, Legacy AS/400)

Completed my Six Sigma Greenbelt Certification Training.

10 years of business process improvement and implementation.

Successfully created, implemented, and re-designed various business improvement projects.

Power user in MS Excel and Advanced user in Microsoft Office Suite

Familiarity with Network Topography


KeHe Distributors

Supply Chain Analyst

● Coordinated logistical product placements with multiple distribution points across country

● Coordinated with buyers, vendors, logistic teams, and other fulfillment groups to address trending items and possible choke points in distribution model.

● Responsible for ensuring that client needs were fulfilled in professional and expedient fashion from solution to implementation by providing proactive communications with sales team and purchasing teams.

Hewlett- Packard Company

Business Demand Planning Manager, Customer Service Supervisor, Project Manager, Inside Sales Representative, Order Entry Clerk

Length of Employment: 12 years

Supply Chain planner/analyst for the Midwest, Central, and Southeast Regions of the United States.

•Rationalized actual performance to forecast, developed, and published weekly and monthly reporting for forecast to actual performance metrics.

•Performed year over year analysis to identify trends, opportunities, and threats.

•Forecasted over $200 million in business yearly across multiple business lines.

•Created training manual to aid co-workers with internal systems knowledge.

•Increased forecast accuracy by 85% since taking over the Southeast Region of the United States, Texas,and Oklahoma.

Supervised a team of 20 plus individuals contributing over $340 million in annual company revenue.

•Frequently redsolved complex customer issues.

•Implemented the first Volume Sales Customer Service Representatives group into the HP Direct Model.

•Proforma Invoicing

•Qualified Return Material Authorizations

•Less than 2day average for team open order report

•Employee career development.

•Mentored new and existing employees to help elevate employee potential and raise customer satisfaction.

•Created reports to aid customers with tracking order status.

•Account analysis to determine workload and proper alignment to ensure a positive employee experience.

•Responsible for creating a retention plan for top employees, without adding cost to the budget.

Supervisor of the Quarter- 3 out of 4 quarters.

•Developed contingent workers to produce results at levels comparable to full time employees.

•Navigated change through a supply chain re-engineering and kept customer satisfaction up.

•Developed and presented a comparison of HR benefits for team members.

•Suggested a new contingent training program. This program was implemented throughout all the call centers.

•Created new hire on-boarding process that got new associates working faster.

•Re-engineered an onsite customer order desk.

•Supervised associates from our business partner, as well as managing the client request center.

•Responsible for meeting with clients to enhance policies and procedures.

•Successful at increasing productivity without the ability to increase head count by completing time trend analysis, implementing business process improvement, and adding employee incentives.

•Managed to grow the level of business done with the company by becoming a trusted adviser.

•Wrote an order procurement guide detailing each step of the client request center process.

•Assisted with details and dialogue to create the client request center POP.

•Helped design a customer software e-commerce ordering tool.

•Upon my career change to CSR Supervisor, the client request center moved onsite to an HP facility. The client was satisfied that the processes and procedures had been fined tuned to run off site.

•2001 First recipient to be nominated, selected, and awarded with Compaq Gold Award within the Inside

November 2002- Received a "Heavy Hitter Award" from our business partner for providing key input on two software application projects they were implementing.

September 2003- Received a "Pothole Patcher Award" from our business partner for providing A-one customer service in the face of problems and challenges.

•Solely and successfully moved the client request center from the client location to an HP facility, after it was initially thought it would not work, due FDA Regulations and initial lack of security. Netting a reduced operations cost.

Personnel Management


• Assisted in implementing a nationwide help desk, covering 13 Sporting Goods stores in 3 states.

• Monitored support requests, case management, and supervised a group of four help desk employees.

• Tested and implemented new order tracking software

• Tel-com voicemail box set-up.


BA in Business Management

Indiana Wesleyan University

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