Customer Svc Management, Logistics, Operations, Process Improvement
Resume:
Dina Johnson
San Diego, CA
****.***@*****.***
A dedicated Professional, with nearly 20 years’ experience Operations management. A Team focused leader, striving for continuous improvement, increased customer satisfaction, and promoting collaboration across all functional groups in support of organizational goals
Proven Abilities:
Contract Management
Expense Reduction
Operations Management
Process Improvement
Customer Service
Project Management
Professional Experience:
3/2014 – 8/2015 State Of California EDD San Diego, CA
UI Program Representative
Assist applicants with Unemployment process
Resolve issues preventing benefit payment
Process applications
Prevent payment of unauthorized benefits
1/2013 – 3/2014 Crescent Healthcare San Diego, CA
Intake Coordinator
Responsible for obtaining pre-authorization for patient home infusion/home healthcare
Interpret and understand contracts with all major medical insurance and government aid agencies
Work closely with Nursing, Pharmacy, Patients, and Case Managers to ensure coordination of quality care and timely payment of claims
Determine patient’s share of cost for treatment and review financial obligations with patient or care giver
6/2010 – 6/2011 Crocs Inc. Ontario, CA
Transportation Manager
Responsible for Inbound/Outbound Wholesale, Retail, and Drop Ship transportation for USA, Mexico, Puerto Rico and Canada
Analyze Distribution network to identify areas of opportunity to reduce costs and improve service
Service Provider Management, contract negotiation
Established standard operating procedures for export documentation, bill of lading preparation, waving, routing and shipping process, monitoring compliance with guidelines
Crocs Continued
Reduced outbound freight expense to Hawaii and Puerto Rico 23%
Initiated Customer and Vendor chargeback programs to recover costs associated with unapproved freight handling,
Responsible for overseeing 3rd party freight auditors, daily, weekly, monthly metrics reporting, freight claim resolution,
Team development, training, recruiting, performance reviews
2/2001 - 6/2008 Baker & Taylor Inc./AMS San Diego, CA
Logistics Manager
Enlist 30+ LTL, TL, Intermodal, Drayage Carriers, responsible for Negotiating Pricing Agreements, On Time Delivery Performance and all other aspects of the service provider relationships. Brought all LTL carrier agreements under a single rate tariff (Czarlite), to ease rate studies routing activities, and to increase accuracy and speed of the freight bill audit and payment process.
Responsible for twice yearly analysis of the Distribution network activities, pulling historical data from multiple sources to analyze various key indicators that help to identify, and quantify the implementation of various strategies to reduce costs, improve service, streamline process, and increase production.
Developed inbound consolidation program to control the flow of inventory through the supply chain, reducing overhead costs by reducing stock on hand, improving order fill rates, and reducing inbound freight expense
Implemented return to vendor consolidation network using 3rd party warehouse to optimize loads and control the course of return to vendor freight from 3 DC’s,
Weekly analysis of freight expense, budget forecasting, reconcile and report budget vs. actual expense variances, report on Carrier Performance and various other KPI’s weekly.
Manage outsourced freight audit and payment services to ensure timely and accurate freight payment and reporting.
Co-leader of process improvement team to ensure continuous, measurable improvement, in quality in production and shipping processes. Benchmarking, goal setting, SOP compliance reporting, and development of training programs.
Responsible for interpreting customer routing guides ensuring compliance to all requirements. Investigated and resolved customer charge backs.
Created Domestic and International Vendor routing guides and shipping instructions, managed vendor compliance program including issuing charge backs for failure to adhere to guidelines.
Manage 3PL Reverse Logistics Program including account management, reporting, and billing. Provide customer solutions for potential new 3PL business to ensure the goals and objectives of the business are met.
Lead and partner with Distribution Center Directors to instill best practices, regulate adherence to SOP’s, and provide day to day operational support between DC’s and the Corporate office
SME and project team member for implementation of Oracle, Oracle TMS, and Manhattan & Assoc. PkMS (WMS) systems. Owner of transportation configuration responsibilities for all enterprise applications within the organization. (WMS, TMS, and Oracle)
1995 – 1/2001 Metabolife International San Diego, CA
Logistics
Directed and scheduled order processing priorities
Manage inventory levels
Monitored in stock and in transit inventory to schedule resources and equipment to optimize production efforts
Implemented LTL and TL program
Recruited LTL and truck load carriers
Audit freight invoices
Route and plan all outbound freight
Freight claim management
Manage DC support team
Responsible for writing and maintaining SOP’s for all warehouse operations and logistics positions
Education:
2009 Villanova University Online
Government Contract Negotiation
2008 University of Phoenix San Diego, Ca
Project Management Certificate
1987 Adelphi Business College San Diego, CA
Business Management Degree
Professional Development Coursework
Fundamentals of Logistics and Transportation
Transportation Management/Business Logistics Principles
Managing the Supply Chain
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