Customer Service Supply Chain

Penny Lynn Hine

Director of Operations

Career Goal

Proven successful director of domestic and international shipping logistics. Seeking a new opportunity to apply my skills and knowledge to further company and career growth.

Professional Summary

●Extensive knowledge of large logistic operations, certified with NAFTA for domestic and international bill of lading.

●Superior technical and communication skills that excel in a fast-paced working environment.

●Results-oriented with a proven track record of cost savings.

●Adept in analytical thinking, strategic planning, leadership, managing staff, and improving procedures.

Employment

Director of Operations at Southern Packaging, LP, Mansfield, TX

January 2009 — Present

●Leads a team of 4 Customer Service Specialists to provide quotes, invoice customers, enter new sales orders, track all inbound/outbound shipping PO’s and costs, review commission payouts and resolve customer requests.

●Manages Inventory Control for all products for FedEx, UPS, DHL.

●Negotiates contracts with vendors/shipping companies.

●Develops team roadmap and mentors team members on business strategy.

●Reviews vendor KPIs, vendor contracts, and overall department ROI.

●Creates executive summary reports on vendor and team performance.

●Reviews current market conditions and project deadlines, adjusting to exceed customer expectations.

●Resolves conflicts with forecasted supply chain issues.

●Invoices customers internationally and assists with bills of lading.

●Acts as subject matter expert for the operations department.

●Supports General Accounting for vendors and operations department.

Customer Service Manager at Nationwide Insurance Company, Arlington, TX

June 2008 — January 2009

●Lead the customer service desk team, answering customer inquiries and resolving customer complaints.

●Managed and facilitated new customer onboarding, acting as company liaison.

●Reviewed and reported on customer KPI performance.

●Provided unparalleled customer service, increasing the client Rate of Return by 22%.

●Managed new and existing customer accounts.

Flight Attendant at American Eagle (Envoy), Dallas, TX

August 1996 — May 2000

Education

Travel Training, Associated Schools, Inc, North Miami Beach, FL

February 1987 — March 1987

Graduated Travel Training.

An intensive course dealing with all aspects of travel industry. Reservation systems, ticketing, tariffs, passenger service and travel agency procedures.

High School, Mt. Carmel High School, Mt. Carmel, Illinois

August 1983 — May 1986

Graduated with honors Mt. Carmel high school

References

Trine Tome from Farmer Brothers

*****@**********.*** · 817-***-****

Courses

Details

1600 e Frankford road Apt 1208

Carrollton, TX 75007

United States, 817-***-****

*****.****@*****.***

Core Competencies

Flexible and Adaptable

Leadership and Teamwork

Project and Time Management

Interpersonal and Communication

Skills

Highly Organized Multitasker

Conflict Resolution

Ability to Work Well Under Pressure

Problem Solver

Critical Thinker

Data and Results Driven

Facilitation and Negotiation

Customer Service

Microsoft Office Suite

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