Customer Service Professional Experience

STEPHANIE DEE

********@*******.*** 716-***-****

PROFESSIONAL SUMMARY

Customer Service Manager with 20 years of experience developing and integrating systems, procedural and process improvements to support business growth. Strong leadership abilities to position team members for successful execution of company goals and objectives. Functional Experience

Customer Service, Project Management, Process Improvement, Supply Chain Selected Skills:

• Business Analyst • System Design & Development

• Strategic Planning

• Organizational Leadership • Process Improvement • Collaborative Team Building

• Resource Optimization • Staff Development

PROFESSIONAL EXPERIENCE

MATTEL, INC. 1980 - 2015

Customer Service/Business Integration Manager (1997 - 2015) Managed customer service and product allocation specialists to service retail accounts through purchase order process and shipping, inventory and allocations management, and fulfillment of individual account requirements to support domestic and direct import business growth. Determined enhanced system, process and procedural requirements to support business integration.

Selected to lead the development and implementation of an order management system to support Mattel and Fisher Price brands.

Initiated enhancements to EDI document exchange and reporting to enable improved order fulfillment and customer service communication.

Led integration and alignment of the Mega Blocks, Rose Art, Tyco Preschool and Thomas Wood businesses into Mattel systems.

Instrumental in the design and implementation of an order management system enhancement to support direct to consumer order fulfillment.

Played an active role in Kaizens to apply lean approaches for new item development, pricing, direct import order processing and supply planning, production and allocation processes.

Implemented a web supported report retrieval system that resulted in a 75% reduction in costs associated with printing paper reports.

Implemented business to business website to support purchase order exchange over the internet.

Instrumental in design and implementation of a web supported allocation planning tool to assist staff with inventory distribution decisions.

Determined and facilitated system requirements, training and staff alignment to transition the Mattel Brands Customer Service duties at the El Segundo, CA location to the Fisher-Price Brands Customer Service location in East Aurora, NY in 2008.

Developed a customer service reporting tool to enable real time purchase order reporting for better service to the sales staff and the customers.

Collaborated with forecasting, supply planning, and production departments to establish a business process to support the View Master Custom and Scenic Sales business.

Point of contact with Price Waterhouse and internal auditors to ensure compliance with company standards and Sarbanes Oxley rules and regulations. Stephanie Dee Page 2

PROFESSIONAL EXPERIENCE (CONTINUED)

Customer Service Account Supervisor (1987 - 1997)

Managed customer service representatives to service retail accounts through entry and shipping of customer purchase orders and fulfillment of individual account requirements to support domestic business growth.

Customer Service Representative (1980 - 1987)

Responsible for accurate processing and fulfillment of customer purchase orders, maintaining customer profile information, and communicating purchase order status to sales and customers. TRAINING AND DEVELOPMENT

TALENT MANAGEMENT

Engaging and Retaining Talent, 2015

Leading Through Transitions, 2013

Situational Leadership, 2009

Targeted Selection, 2005

Foundational Leadership, 2000

BUSINESS MANAGEMENT AND ETHICS

Supply Chain Academy, 2015

Making Ethical Decisions, 2014

Making Improved Financial Decisions, 2012

Crucial Conversations, 2012

Doing Business Globally, 2008

Building Partnerships, 2008

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