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Customer Service Management

Ashburn, VA
February 26, 2016

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Erie, PA


Continuous improvement management Operations Management vendor Management

Strategic Buyer Planning Budgeting

Accomplished Supply Chain Specialist with a proven excellent track providing exceptional leadership and strategic solutions to maximize profits while decreasing operational expenses. Extensive cross-functional expertise in purchasing, materials management, logistics, relationship management, and the development of integral process improvements. Strategically design, plan and execute long-term solutions to increase efficiency and bottom-line revenues. Proven ability to develop procedures that result in a decrease in overhead while increasing profits. Attentive to customer needs, delivering requirements to ensure retention and loyalty. Able to establish strategic vendor/supplier relationships to develop performance-based, low cost solutions. Promoted to positions of increasing authority and responsibility due to my strong leadership skills, teamwork, customer service and overall performance. Excel at turning under-producing individuals into teams that work efficiently and exceed all expectations.

Core Competencies

Strategic Sourcing

RCPS Resolution

Global Logistics

Change Management

Analytics Specialist

Manufacturing Management

Supplier Development

KPI Management

Continuous Improvement Leader

Processing Mapping Expert

SAP Technical Management

Start-up Operations

Financial Management

Project Management

Productivity Improvement

Quality Management

Materials Management

Operations Management

RFP Management

Inventory Management

Excel Expert

Professional Experience

A Priori Healing LLC Erie, PA 2014 – Present


Launched an organic (clean) beauty care product line and ailment teas, which are sold and distributed at local farmer’s markets, retailers and beauty events.

Designed and executed the branding, packaging, pricing, recipes, website, supply chain, and marketing strategies.

Exercised strong communication and interpersonal skills to formulate good working relationship with all employees, vendors, clients and the public.

Reduced annual expenditure in cost of goods by 15% annually through contract negotiations, implementing best-in-class inventory management practices, and initiating accurate demand forecasting.

Provided outstanding and professional client/customer support, receiving high satisfaction ratings.

DIAGEO, Norwalk, CT 2010 – 2014

Materials Planning Lead: 2013 – 2014

Procurement – Primary Packaging Project Lead & Supplier Performance Manager: 2012– 2013

North America Internal Engineering Consultant Lead - Continuous Improvement: 2011 – 2012

Customer Collaboration Project Manager & Customer Operations Associate: 2010 – 2011

Responsible for ongoing materials planning based on forecasts, utilization rates, productivity assumptions and identifying strategic innovation, redesign, and supply optimization for product launches.

Managed over 4,000 component transitions across six suppliers during a supplier optimization and redesign launch.

Excelled at SAP process improvement projects within the Material Planning department to improve reporting, support supplier transitions, and system improvements for cross-functional visibility.

Responsible for managing contracts, supplier performance, pricing negotiations, invoicing, and supplier cost reduction strategies.

Significantly reduced Red Stripe Beer cost of goods sold by $4 million by developing and executing a glass re-sourcing and label redesign strategy.

Analyzed Canadian vs US pricing resulting in strategy that produced $1.1 million glass cost savings.

Delivered production line operational equipment efficiency improvements by developing and deploying technical 4-8 week team interventions across the US and Canadian conversion sites, improving line speed efficiencies by more than 10%.

Provided coaching and training at plant sites by providing expertise in Bottling, Total Productive Maintenance, Asset Care (Clean Inspect Lubricate Process), Financial Analysis, Root Cause Problem Solving, SMED and Change Management to 90 team members, resulting in increased productivity.

Spearheaded a center-lining process across three manufacturing plants, resulting in over $2 million cost savings.

Redesigned employee traffic flow within the plant sites, saving $120,000 in labor cost.

Managed the implementation and creation of two SAP IDOCs that streamlined the data transfer of 30 global attributes, specifically those that impact order management to our customer’s management systems.

Responsible for 120,000 sku sourcing changes on our customer’s orders/catalogs during plant closures and warehouse moves as part of a North America footprint review.

Authored an automated customer specific Wine’s Catalog in SAP (~200 Catalogs).

Handled customer orders, claims, quality, inventory, and product launches.

Developed protocols to increase inventory accuracy and began to run daily inventory reports and process invoices.

Managed complex programs, effectively managing capital, supplier performance, and risk assessments in order to achieve maximum growth and profits.

IKEA Tempe, AZ 2006 – 2010

Logistics Administrator

Reduced inventory loss from -4.0% to -2.0%, resulting in a $200,000 opportunity cost savings per year.

Decreased obsolete and slow moving article inventory level cost from $1.6 million to $800,000.

Developed obsolete seasonal inventory sales solutions for all west coast stores to decrease inventory levels and avoid potential write offs.

Managed over $10 million in inventory and provided exceptional customer service to ensure client retention.

Automated all reporting activities, which resulted in a $50,000 labor cost reduction and increased employee task efficiency.

Collaborated with numerous departments to ensure on time delivery of all material and played a key role in increasing customer service efforts.


Arizona State University, Tempe, Arizona: 2010

Bachelor of Science in Supply Chain Management, minor in Photography

Certifications or Additional Education:

Six Sigma Green Belt Certified

Additional Credentials

Technical Skills

Microsoft Office (Word, Excel, PowerPoint, Outlook, Access) / Microsoft Visio / Adobe Photoshop / Google Docs / Google Drive / Google Calendar Google Plus / Dropbox / Printers / Fax Machines / Internet / Scanners / Typing Speed: 70 wpm

Honors & Awards

Presidential Award – Customer Collaboration

Presidential Award – Bolingbrook Warehouse Move

Professional Development

Team Performance Management and Effectiveness Training

Presentation Effectiveness Training

Leadership Development Training

Time Management Training

Detailed Professional References Available upon Request

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