Customer Service Management
Resume:
PENDAELI MBWILO, MBA
Acworth, GA 30101
******.********@*****.***
OBJECTIVE: Dynamic professional seeks Operations Manager position in growing manufacturing organization offering stability, challenge and the opportunity for advancement.
OPERATIONS MANAGEMENT PROFESSIONAL
TEAM LEADERSHIP / CLIENT RELATIONS / STRATEGIC PLANNING
“Optimizing operations through planning, analysis, and team development”
Dynamic, tenacious professional with strong business acumen offers years of experience in implementing effective work processes, coordinating operations, and building client relationships to accelerate business development objectives. Action-oriented leader credited with combining versatile experience in business administration, sales strategy and superior customer service delivery to consistently fulfill organizational objectives. Insightful strategist well-versed in identifying problems and implementing improvement strategies to maximize operational efficiency. Customer-focused leader with consultative style, keen client assessment aptitude, and strong negotiation skills. Adaptable team player quickly establishes rapport and cultivates trusting relationships with clients and team members. Articulate communicator with superior interpersonal, verbal and written communication skills. Multi-tasked self-starter adept at managing multiple priorities. Self-motivated professional with strong work ethic and initiative.
PROFESSIONAL HIGHLIGHTS:
•Leadership & Training
•Project Management
•Operations Management
•Process Improvements
•Performance Management
•Organization/Prioritization
•Account Management
•Budgeting & Accounting
•Sales/Marketing Strategy
•Effective Decision-Making
•Client Relationship Management
•Collaborative Decision-Making
•Interpersonal Communication
•Strategic Planning/Analysis
•Problem/Conflict Resolution
EXPERIENCE HIGHLIGHTS:
Team Leadership - Lead, train, and mentor team members, promoting a positive culture, open dialogue, and goal-setting. Collaborate with colleagues on a consistent basis to advance organizational objectives.
Client Relationship Management - Establish and sustain loyal client base by assessing client needs and resolving queries with timeliness, accuracy, and customer service focus.
Sales Growth - Develop and implement strategic sales initiatives to catalyze sales and revenue growth.
NOTABLE ACADEMIC COURSEWORK:
Operations Management Fundamental of Management and Marketing Strategic Marketing Management
Human Resources Management Organization Development & Change Organizational Behavior
Managerial Finance Managerial Accounting Managerial Economics Business Strategy Business Research
Quantitative Analysis for Managers
PROFESSIONAL EXPERIENCE:
Georgia Crown Distributing Company, McDonough, GA 2001 - Present
Full service beverage distributor selling imported and domestic spirits, wines, beers and specialty products. Company also produces bottled water through a bottling plant in Blue Ridge, GA.
Lead Merchandiser
•Successfully manage all aspects of Northern Atlanta territory including operational logistics and sales negotiations with local grocery stores and big box retailers.
•Utilize client needs assessment ability to sustainably grow business within territory.
•Drive organizational profitability, enhance operational efficiencies and develop top-performing, customer-focused sales teams.
•Oversee all aspects of supply chain management. Meet daily order placement deadlines and correct shipment errors in timely manner.
•Recognized by executive management for excellence in territory management, sales, customer service delivery, merchandising and account management.
•Collaborate with Senior Management team to develop successful business development plans.
•Strategically built successful territory with Top 5 ranking for 5 consecutive years. Increased annual sales 8% annually. Directly contribute to 15% of company’s total annual revenue of $3M.
DeKalb Farmers Market, Decatur, GA 1999 - 2001
World’s largest international farmer’s market serving 100,000 customers per week.
Merchandising Coordinator
•Implemented exemplary customer service, ordering, receiving and inventory tracking to maximize operational efficiencies and achieve corporate objectives.
•Trained, motivated and developed cohesive teams to meet/exceed set goals.
•Achieved record level inventory shrinkage by improving organizational layout in store.
•Performed competitive analysis to improve share of market.
•Recognized for dedication and development of quality improvement strategies.
•Utilize cross cultural professional experience to effectively collaborate with clients and colleagues with various backgrounds.
EDUCATION:
Troy University, Troy, AL 2011
Master of Business Administration General Management
GPA 3.3/4.0
Chattahoochee Technical College, Marietta, GA 2008
Diploma in Accounting
GPA 3.2/4.0
University of Dar ES Salaam Mlimani, Dar es Salaam, Tanzania 1998
Bachelor of Arts in Linguistics and Public Administration
Project Management Trainee
Microsoft SQL Training in Progress
SKILLS: Proficient in Microsoft Word, Excel, PowerPoint and Outlook. Bilingual Swahili.
REFERENCES AVAILABLE UPON REQUEST
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