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Customer Manager

Phoenix, Arizona, United States
January 06, 2017

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Sophia Duran Mullins

Avondale, AZ ***** 623-***-****

Strategic Operational & Material Management Manager

Transformational Leader for Operations, Material, Sourcing Business & Systems Processes

that Enable Growth & Expansion

Leverage expertise through Supply Chain as a Business and System Process Integrator with SAP, Agile, Lean, Standard Work and Workflow processes. Serve as a highly motivated leader, delivering on commitments and exceeding customer expectations. Adapt easily to priorities with multi-tasking expertise and provide strong leadership and communication skills with technical and non-technical audiences.

Identify opportunities for improvement, thriving in dynamic and fast-paced environment with focus on quality and productivity. Coach and mentor team members to accomplish goals and meet demanding deadlines with dedication to customer centricity.

Areas of Expertise include:

Operations, Sourcing & Material Integrator Globalized Business Transformer

Direct Shipping Expert Strategic Business Initiatives SAP Project Leader

Professional Experience


Strategic Program Manager, Material Management 2009 – Present

Oversee Globalized Operational, Material, and Sourcing strategic changes at the Division level with engagement of cross functional teams and leaders.

Led Direct Ship to Customers from Malaysia, Indonesia, and Singapore and integrated SAP, functional business process, and requirements, reducing cycle time to the customer and inventory by 5 days.

Developed the operational design and received approval from internal and external authorities, including Federal Aviation Authority and Malaysian Aviation Authority, allowing Malaysia to ship to external customers and resulting in a “best practice” to be repeated at other sites.

Managed Slow Moving Inventory (SMI) reduction by achieving $75M / $45M reduction within the last two years.

Coordinated Supplier Owned Inventory (SOI) for key aircraft manufacturers, integrating systems with Customer Demand Forecast and SAP Order Managing and Planning.

Directed cross functional teams to develop and implement new materials strategy and structure, resulting in streamlined Sourcing and Material Planning processes and globalized resource base.

Reduced cycle time and inventory reductions by creating systemic SAP solutions to drive productivity and sustainment of Planning processes across the business, including globalization of standard work and systems.

Enhanced and stabilized internal processes for iRAPT (Invoices Receipt Acceptance and Property Transfer)-Department of Defense Contractor system, resulting in improved cash flow and grew invoice acceptance rate to 97%.

Established a Repair Vendor interface to Honeywell by promoting Honeywell to be the “face to the customer” when repairs were outsourced.

After Market Service Repair and Overhaul Site Leader 2006 – 2009

Performed operational execution of repairs for aircraft computers with 120-135 repairman / technicians and assemblers. Set vision, strategy, and priority for aligning Phoenix Area Service Center (PASC) and factory processes. Ensured Safety and Quality compliance with FAA and other agencies. Drove communication of customer requirements, business goals, deployment of lean processes, and development of staff.

Led a $50M aviation repair site for customers, including Boeing, Airbus, Gulfstream, Embraer and Cessna, resulting in on-time delivery, customer satisfaction, and improved revenue.

Sophia Duran Mullins Page Two


Supported Sales and Engineering Leadership on strategies, meeting current and future customer and business requirements for new business, retrofits, and sun setting of products.

Deployed operational tools and training for Phoenix Commercial, Military staff and FAA repairman, enabling users to tracking repairs in process and improving the repair cycle time process.

Supported repair site closure / transition to other repair site in US or Internationally by managing timeline, processes, and budgets for the transition to Wichita, Penang, and Phoenix Military and creating transition metrics, knowledge tools, and expectations to ensure stability post transition.

Operational Excellence Leader, Global Business and Operational Excellence 2003 – 2006

Led Operational Excellence team and partnered with business leaders, Aftermarket Services (AMS), and Customer Support to achieve annual strategic goals for a $250M revenue aviation repair business with 15 global repair and material distribution sites. Aligned Shared Services, Quality, Finance, and IT to meet After Market Services (AMS) global business objectives.

Assembled an Operational Information team that delivered information and tools, supporting global sites and providing reports / data for management, technicians, functions, and standard work.

Initiated annual site and business evaluations for footprint redesign, outsourcing, or sunset opportunities.

Ensured global leadership understood organization’s goals and expectations, promoting “One Voice to the Customer”.

Additional Relevant Experience


Human Resources Manager, Customer Services - Americas

Human Resources Business Partner, Sales, Marketing, and Engineering

Systems and Planning Specialist


Master in Business Administration (MBA), University of Phoenix, Phoenix, AZ

Bachelor of Science (BS), Business Administration, Grand Canyon University, Phoenix, AZ

Professional Development

Agile Project Management

Honeywell: Import Export for Manager, Hazardous Material Handling, FAA Drug and Alcohol Training

Leadership Development for Plant Managers

Six Sigma Green Belt Certified

Advance Program for Managers

Change Management

Mediation Skills for Problem Resolution Option

Awards and Recognition

Bravo Award for Honeywell Owned Material Set-up at Customer Site

Bravo Award for Customer Recognition

Bravo Award for Urbana Repair Site Leader

Bravo Award for Transition of the Repair Site

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