Customer Service Management
Resume:
Cheryl Flynn
Atlanta, GA
actonj@r.postjobfree.com
www.linkedin.com/in/cherylflynn1
SUMMARY
Business Operations professional with 15+ years’ experience leading all facets of operations including full P & L responsibility, profitability improvement, business development, project management, customer service, governmental regulations, warehouse production, inventory management, contract compliancy, and employee management.
Skills and Traits include:
Operations Management • Full P&L Responsibility • Reverse Logistics • Information Management • Warehouse Production • Team Building • Budgeting • Forecasting • Manufacturer Reimbursement Policies • Manufacturer Recall Management • Contract Negotiations • Process Improvement • Data Analytics• Root Cause Analysis • Strategic Planning & Execution • Self-Managed & Departmental Team Building • Excellent Communication Skills • Organizational Skills • RFP
PROFESSIONAL EXPERIENCE
Seven Stone Surface Fabrication, Atlanta, GA June 2015 – October 2015
Seven Stone Surface Fabrication is the Southeast’s leader in natural stone and solid surface fabrication and installation.
There are 5 locations in the Southeast: Atlanta, GA, Nashville, TN, Greenville, SC, Charlotte, NC, and Winston-Salem,NC.
Business Operations/General Manager Consultant
Responsible for the company’s annual budget, sales projections, financial analysis, fabrication, and customer experience including the management of 50+ employees.
American Processing, Inc., Winston-Salem, NC 1994 - 2015
American Processing, Inc. (API) is a supply chain returns management company providing services to the grocery and drug retail industry’s reverse logistics programs. API processed approximately 65MM product returns annually resulting in revenue up to $20MM. Discontinued, reset, and recalled products were scanned with API’s proprietary software and sorted for disposition in API’s product recovery centers (PRC). Data captured with each scan was used to generate manufacturer invoicing, generate data analytics, and root cause analyses. API presented programs and provided services to Kroger, Rite Aid, Publix, Food Lion, Walgreens, Harris Teeter, Dollar General, Sweetbay Supermarkets, SuperValu, etc.
Owner 2004–2015
Purchased company after ten years of employment. Successfully led all facets of operations. Primary focus on financial performance, profitability improvement, production accuracy, reduction of excess inventory, RFP proposals, customer contract compliancy, and governmental regulations.
•Developed a highly motivated and experienced management team to further streamline operations.
•Increased net profit from 41% to 48% by developing quarterly production and product sorting accuracy incentive programs for management teams.
Sr. Vice-President 1998–2004 Responsible for all facets of the company’s operations including the management of 110 employees.
•Researched, prepared, and presented RFI’s and RFP’s for new and existing customers. Negotiated all aspects of customers’ contracts including terms, facility locations, pricing, hardware and software requirements, etc. and acted as liaison between the legal departments until completion.
•Located, secured, designed layout, purchased equipment, and hired employees for Product Recovery Centers (PRCs).
•Presented and won three bids generating revenues of $18.9 million by projecting future costs for consolidation from nine to seven PRCs in five states and presenting in an RFP. Experienced in real-time online bidding and face to face presentations.
•Developed and launched pallet tracking program to create an audit trail for product returns and to reduce waste.
Vice-President 1996–1998
Managed accounting, finances, database management, and customer service.
•Developed extensive knowledge with all departments within the retail industries forward and reverse logistics supply chain, all inter-company departments that fed into the supply chain, and the manufacturers supporting the supply chain. This was achieved by establishing an onsite office within customers’ corporate offices.
Essential in the design and testing of proprietary scanning software developed within organization. Provided information management services for software development by acting as the liaison between the retailers’ supply chain, operations, accounting, and IT departments developing solutions for legacy and SaaS systems.
•Software produced trend analyses for returned assets and supports regulations implemented by the FDA for the Bioterrorism Act and recalled products. Developed customized reporting to target excess product returns resulting in annual cost savings of $8.4 million.
•Led development of barcode scanning and sorting programs that increased scanning production by 22% and net profit from 33% to 41%.
Office Manager 1994–1996
Responsible for office management and corporate expansion.
•Researched and prepared corporate charters for PRC (warehouse) expansion into eight additional states. Researched and purchased all warehouse and scanning equipment.
•Provided key account relationship management for our largest customer with an annual sales contract of $4.3 million including weekly meetings with all departments. Tracked all salvaged items and reconciled transactions.
•Performed accounts payables and accounts receivables for eleven locations in nine states. Performed reconciliation and end-of-month close for all accounts. Prepared and reconciled income statements and balance sheets. Prepared data files for CPA. Ensured all state and federal tax returns were accurate and properly filed. Recorded and tracked company’s assets. Prepared and filed all property tax statements.
•Performed payroll utilizing ADP’s Time and Attendance software accompanied with ADP’s HandPunch and Payroll Services software to globally track each employee. Ensured all state and federal tax payments were accurately filed and paid by ADP.
Semsearch, Inc., Winston-Salem, NC
Office Manager 1992–1994
Reynolds Tobacco Company, Winston-Salem, NC
Electronic Technician 1991-1992
Westinghouse Turbine Division, Rural Hall, NC 1989-1991
Electronic Technician
EDUCATION
Bachelor of Science in Accounting ● 1994 ● High Point University ● High Point, NC
Electronic Engineering Technology ● 1989 ● GTCC ● High Point, NC
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