Manager Customer Service

Kathy Douglas

**** ************* **., ***. ****, Dallas, TX

************@*****.*** 336-***-****

SUMMARY OF QUALIFICATIONS

Extensive experience in, operations, product development, product management and administration.

Strong people skills with the ability to foster positive, long lasting ties with both internal and external customers and collaborators.

Strong communication skills, both verbal and written, and supporter of excellent customer service.

Skilled in quality control and process evaluations.

Experienced managing departmental product lines, fostering sales growth and developing new proprietary products, as well as identifying new outside product opportunities.

Experienced at developing and maintaining detailed technical and procedural processes.

Experience working in and managing labs.

Highly focused and results oriented in supporting complex, deadline-driven operations, able to identify goals and priorities and resolve issues in initial stages.

Strong abilities in problem solving, both product and customer based.

Professional Experience

Carolina Biological Supply Co. Burlington, NC

Product Manager, 07/2015 to 04/09/2016

Provided high-level product management support and supervised educational product lines worth $13.5 million in annual sales. Tasked with short and long-term budget as well as P & L. Analyzed and identified new product opportunities. Responsible for marketing of product lines including content for catalog, web and other marketing venues. Acted as customer advocate and quality assurance problem solving liaison.

Key Contributions:

Worked collaboratively with Product Development and Operations to create/identify 10 innovative and proprietary new education products for teachers and educators in health and science related fields, as well as developed content for product promotions.

Increased revenue 7% due to the acquisition of new customers through aggressive quoting and the presentation of company service and quality, and new product development.

Met profitability objectives by analyzing and supervising pricing strategies for all products.

Carolina Biological Supply Co. Burlington, NC

Department Manager, 1/2015 to 07/2015

Managed two Production Managers and a Technical Support Manager. Responsible for the budgeting and P & L for three departments. Oversaw staff members, supervised production levels and product quality to ensure compliance with company policies and government agencies. Identified and streamlined work processes to ensure smooth workflow as well as analyzed and implemented cost savings initiatives; contributing to in an increase in annual gross profit.

Key Contributions:

Acted as problem-solving liaison for managers and staff members.

Implement efficiency changes to operation protocols to increase quality, productivity and decrease costs. Realized process time reductions of up to 20%.

Responsible for driving improved customer service resulting in a 35% improvement in backorders.

Carolina Biological Supply Co. Burlington, NC

Department Manager, 01/2011 to 12/2014

Oversaw a wide variety of managerial functions, supporting all director-level projects. Collaborated with other departments to ensure new product feasibility and marketing strategies for increased revenue. Oversaw employee relations issues. Managed administrative budget, as well as Profit and Loss.

Key Contributions:

Assistant Director in training. Played key role in managing 5 Managers and 59 hourly employees.

Worked with Product Mangers to identify and implement process improvements resulting in meeting corporate goal objective of 99% line-fill rate.

Provided product quality support for all areas resulting in a significant increase in customer satisfaction over a 4-year period.

Carolina Biological Supply Co. Burlington, NC

Staff Biologist and Quality Manager, 01/2005 to 01/2011

Provided administrative support to Director and responsible for the administrative budget and P & L. Collaborated with department labs to troubleshoot processes and product development issues as well as to identify and evaluate new product potential. Acted as liaison with outside companies for product development. Developed and maintained process protocols.

Developed new replacement order monitoring/troubleshooting program.

Wrote new/improved process protocols.

Carolina Biological Supply Co. Burlington, NC

Product Developer and Quality Manager, 09/2002 to 01/2005

Managed three Tech Support Specialists and two lab technicians. Developed live culture labs and kits and wrote technical instruction manuals. Identified and resolved quality issues within product lines. Wrote product catalog copy and supervised product promotions.

Designed lab and protocols, and initiated production, of previously purchased product line resulting in an in-house product line with $700k in annual sales.

Designed 8+ proprietary kits/cultures

Carolina Biological Supply Co. Burlington, NC

Technical Support and Quality Manager, 09/2000 to 09/2002

Trained and supervised three Tech Support Specialists and built the technical support group. Oversaw staff productivity while investigating and resolving quality issues within product lines.

Implemented new on-line teacher resources.

Implemented new quality control procedures.

** *** **

Additional experience as Technical Support Specialist (03/2000 to 09/2000) and Live Cultural Technologist (12/1999 to 03/2000) at Carolina Biological Supply

Worked at Dow Corning Corporation from 1976 – 1982 and 1989 – 1995 in Administrative and

ISO Quality Coordinator roles.

Education

Bachelor of Arts, Biology UNIVERSITY OF NORTH CAROLINA, Greensboro, NC

Cum Laude

Contact this candidate