Customer Service Supply Chain

** ******** **, *********, ** ***** • 828-***-**** • *******@*****.***

Gary Oliver

Summary of Qualifications

Strategic account management and supply chain professional with leadership and

relationship building capabilities and a history of promotions and increased

responsibilities. Results driven leader that applies strategic perspectives to business

d ecisions. Strong communicator and consensus builder across all functions and levels

o f an organization. Provide a unique skill set including cross-functional expertise

w ith an ability to understand and solve operational problems.

Core competencies include:

Leadership and Team Management

Keen appetite to drive continuous improvement

Global account and vendor management

Strategic Planning

Ability identify the root cause of issues and deliver resolution and best practice process

implementation

Project Coordination

Relationship Management

A collaborative and team playing style, with a focus on results

Metrics driven business management

E xperience

April 2006 – Dec 2013

Arvato Digital Services llc

Weaverville, NC

Director of Microsoft Business Unit

P&L Ownership for North American Microsoft Business Unit – consisting of all manufacturing

and distribution of Microsoft’s Commercial Programs in the North America and South America,

manufacturing for Microsoft’s Retail Programs in the North America, and manufacturing and

fulfillment of Microsoft’s Third Party Programs into North America, South America and

Europe.

Grew Microsoft Business Unit from $23MM to $45MM between within first four years.

Awarded numerous global and regional lines of business through business relationships and

RFP responses; such as Microsoft Office Product Lines ($9MM), Digital River ($3.4MM),

Microsoft Publisher ($750K), and Kivuto Solutions ($450K).

Managed numerous cost reduction and continuous improvement projects within the Pleasant

Prairie, WI facility, with a total savings of over $2.6MM, establishing new procedures and

metrics that lowered costs, fostered teamwork, promoted culture change, gained efficiencies and

improved customer relationships.

Developed and maintained strategic business relationships with global customers, and

established key partnerships and pricing models with vendors in order to support the business.

Responsible for all customer RFP’s, SOW’s, Contracts, and Business Review meetings.

Managed Supply Chain team in Louisville, KY facility; overseeing Procurement and Order

Management for Microsoft Business Unit.

Mentored the Order Management/Planning team within the Pleasant Prairie WI facility utilizing

leadership skills and supply chain expertise to generate capacity planning practices and

improved department procedures using FMEA techniques.

Developed annual revenue, gross margin, and EBITA business plan for the Microsoft Business

828-***-**** • *******@*****.***

Gary Oliver

Unit and updated monthly revenue forecasts.

Managed teams across three different locations, making use of forecasting, KPI metrics, and

team building to level load responsibilities and maximize contribution to the business.

Feb 2004 – April 2006

Arvato Digital Services llc

Weaverville, NC

Business Unit Manager

Managed the daily activities of customer service representatives; delivering first class customer

service to Arvato’s partners – achieving all contractual targets, including SLA’s, customer

satisfaction targets, and ad hoc requests.

Developed and implemented processes and procedures for client services representatives to

follow for newly established business partners.

Responsible for capacity/demand launch planning for Microsoft Office and Windows launches

and collaborated with operations to ensure proper manufacturing prioritization.

Directed communication between Microsoft’s product engineering team and Arvato industrial

engineers, and managed projects on the package design of Microsoft products.

Established and maintained revenue and KPI metric reports for senior management and client.

Dec 1998 – Feb 2004

Arvato Digital Services llc

Weaverville, NC

Client Service Representative

Managed day-to-day business activities for numerous customers.

Acted as liaison between customer and company by communicating all customer requirements

and specifications to the appropriate department within Arvato via Advanced Quality Planning

(AQP) process.

Processed customer purchase orders and communicated delivery schedule and order status to

the customer.

Validated that each customer PO was priced correctly and coordinated with Billing

Coordinators to ensure that invoices were accurate.

Coordinated with Procurement, Planning, Manufacturing, and Shipping to ensure that raw

materials were delivered on time and that customer orders would be built and shipped in

accordance to the Service Level Agreement (SLA).

Prepared and maintained status reports for management and customers.

Trained other Client Service Representatives on how to use SAP during implementation in

2001.

E ducation

1996

University of South Florida

Tampa, FL

828-***-**** • *******@*****.***

Gary Oliver

Bachelor of Arts: Political Science

Computer Skills

SAP, PowerPoint, Excel, Word, Visio,

R eferences

References are available on request.

Contact this candidate