Customer Service Manager

TRACY TOWNSEND • **************@******.*** • 832-***-**** • Page 1

TRACY TOWNSEND

***** ****** ****** **. • Katy. TX 77449 • **************@*****.*** • 832-***-****

Supply Chain Manager

OBJECTIVE STATEMENT

To obtain the position of a Supply Chain Manager, Purchasing / Category Management for a

reputable firm, putting to use unsurpassed record of purchasing experience, networking and

negotiation skills to assure best savings for the organization.

SUMMARY OF QUALIFICATIONS

Talented professional with 18 years of progressive accomplishments leading operations relating to

supply chain and project management initiatives in the Middle East for start-up U.S. Military Bases.

Strong strategic planner, problem solver, and persuasive leader. Committed to managing all Supply

Chain functions flawlessly while consistently delivering desired results and contributing to revenue

producing activities. Managed, traveled and performed tasked nationally and internationally.

Cross-functional team building, communication, and interpersonal skills. Interact well with

stakeholders, focus groups, and governmental agencies. Keen ability to see the goal from a

corporate perspective while remaining cognizant of business details and tight deadlines.

Recognized for consistent success in developing systems processes, and procedures to streamline

corporate operations, increase revenues and enhance profit performance.

CORE COMPETENCIES

Contract Administration & Negotiation • Buyer – Procurement – Supply Chain Manager Processes •

Multi-site Operations • IT Systems • Logistics Management • Staff Motivational Training • Project

Management • Change Management • Compliance & Regulations • Forecasting & Trend Analysis •

Six Sigma Projects • Process Improvements • Administration & Controls • People Soft • SAP (MRP,

ERP, MM, WM) • Six Sigma Projects • Root Cause Analysis

PROFESSIONAL EXPERIENCE

SENIOR SUPPLY CHAIN MANAGER April 2006 to January 2014

KELLOGG BROWN & ROOT Baghdad, Iraq

Leading global engineering, construction and services company supporting the energy, hydrocarbon, defense

and civil infrastructure sectors

• Managed and supervised the theater-wide aspects of supply chain management supply and cross

functional areas of operations to include eight departments. Provide support to areas of LOGCAP IV

(Logistics Civil Augmentation Program) for the U.S. Military in the Middle East and other overseas

countries

• Managed all departments relating to Supply Chain Management which include Materials, Property,

Logistics, Expediting, Procurement, Purchasing, Expediting, and the Requisition (Order Management)

Departments.

• Managed outsourced vendor and supplier relationships

• Created and executed Six Sigma process models

• Directly involved in the implementation and roll out of both SAP (ERP, MRP, WM, and MM), IBM

Maximo® and oracle based applications

• Met with cross functional departments regarding upcoming production, construction, etc. for material

planning to ensure inventory levels supported their mission

• Interviewed, hired, trained, coached and mentored all the Supply Chain Management Teams to include

IT and other cross functional departments. Also provided quarterly and annual reviews for employees.

• Forecasted material requirements with relevant departments to ensure inventory levels were maintained.

• Closed US Military camps and transitioned bases to the Iraqi government.

OPERATIONS MANAGER/PROJECT MANAGEMENT February 1995 to March 2006

FIRST DATA CORPORATION Houston, TX

Global technology leader in information commerce and risk management.

• Managed Quality Assurance, Audit & Compliance, Merchant Boarding & Implementation departments,

Recovery Call Center and Customer Service Call Centers concurrently.

• Administered training and support for implementation of Six Sigma processes and procedures. Designed

project improvement plans for process flows, risk analysis, impact studies, and Return on Investment.

• Effectively reduced redundancy in the call center with the use of ACD, IVR, CTI, Quality/Monitoring

and Workflow Management.

• Communicated and collaborated with cross functional departments to meet corporate goals.

• Managed profit/loss and maintained budget and cost control

• Established and executed policies, programs and procedures for support services, acquisition and

material requirements.

• Implemented and enhanced customer service activities, supply operations, multi-functional logistics

support, acquisition procedures and materials/property management and accountability.

• Served as troubleshooter for under-performing departments to achieve predetermined goals.

REFERENCES AVAILABLE UPON REQUEST

Contact this candidate