Time Delivery Customer Service
Resume:
Roy VanWinkle
Waco, KY *****
Phone: 859-***-****
********@*****.***
SUMMARY OF QUALIFICATIONS
Over 25 years of supply chain, order management and marketing operations experience working within Fortune 500 corporate environments
Team player with extensive experience working across functions, cultures and geographies
Strong customer and stakeholder focus, with reputation for working well with others and solving problems through win-win approach
Highly accountable with strong follow-through on commitments
PROFESSIONAL EXPERIENCE
AAA Lexington, KY
Dispatch Operations Supervisor (5/17 – Current)
Effectively manage/coach 10 associates
Conduct weekly meetings with staff to review statistical data and provide guidance
Responsible for team’s current/historical statistics
Assist associates with member and facility/driver resolutions
Emergency Roadside Assistance Supervisor (6/15 – 5/17)
Effectively manage/coach 14 contact center associates
Conduct weekly meetings with staff to review statistical data and provide guidance
Responsible for team’s current/historical statistics
Assist associates with member resolutions
Lexmark International, Inc. Lexington, KY
Channel Operations Manager, Small & Medium Business (3/05 – 11/12)
Oversaw execution of channel promotions, including planning, cross-divisional coordination, supply allocation and results analysis
Conducted competitor analysis in support of strategic planning
Provided channel programs execution support, including partner communications
Conducted weekly channel sell-through analysis for executive team
Order Management & Customer Service Lead, Latin America (5/00 – 3/05)
Managed customer service and order fulfillment process for South America, Central America and the Caribbean, helping to drive double-digit improvements in cycle time, order accuracy and on-time delivery
Interfaced with manufacturing functions across multiple divisions to schedule production, plan inventory, handle customized orders and troubleshoot customer issues
Led regional order fulfillment and system trainings for the in-country order management personnel, conducted in the US, Mexico and Puerto Rico
Effectively managed regional product allocation and backorder process during three major company-wide product shortages lasting over two months each
Effectively managed quarter-end order spikes to ensure on-time delivery and revenue recognition
Served as a key user of Lexmark order-fulfillment and ERP systems, including JDE and Lexit
International Order Management Associate, Worldwide Distribution (8/95 – 5/00)
Oversaw order fulfillment activities for multiple geographic regions, including the US, Europe, Asia-Pacific and Latin America
Worked closely as a liaison between geographic regions and divisional manufacturing and inventory teams
Coordinated across divisions and functions to resolve issues impacting customers and to support unique customer requirements
International Business Machines, Inc. Lexington, KY
Order Management Coordinator (3/90 – 4/91)
Supported order management function with global responsibility
Worked to troubleshoot customer issues to ensure customer satisfaction and on-time delivery
Completed IBM training programs for order management and customer service
Progressive operations experience
Began career at IBM at entry level and worked across a number of operations functions with increasing levels of responsibility. Worked iin Production Control / Parts Expeditor
EDUCATION
Eastern Kentucky University – Significant coursework. Business focus
IBM/University of Kentucky Office Systems Training Program
7 Habits of Highly Effective People
Crystal Reporting – 9.0 (Knoxville - April 2006)
OTHER
Received eight Lexmark “Make it Happen” awards from various members of executive management across a 10-year period for outstanding customer service and creative problem solving
Experienced with Microsoft Outlook, Excel, PowerPoint, Word, ADP, Workday, Calabrio and IEX
Strong experience with order management and ERP systems, including JDE, SAP, Lexit and Mapics
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