Highly Professional Supply Chain Professional

CATRIA ANDERSON

Phone: 817-***-****

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

SUMMARY

Highly effective customer service leader driving operational and financial excellence through supply chain expertise, strategic sourcing, and account management in global markets. A data-driven, collaborative leader consistently. Possesses strong business acumen and a proven ability to align with contractual requirements while driving financial and operational excellence. Skilled at fostering collaborative team environments while also thriving independently. A diligent and analytical top performer with a strong work ethic grounded in integrity and a passion for learning and growth.

Project Management Continuous Process Improvement Process Optimization

Team Leadership & Management Reconciliation Accounts Payable Accounts Receivable

Performance Management Cross-Functional Collaboration

Client Relationship Management Analytical & Technical Skills

PROFESSIONAL WORK EXPERIENCE

CELANESE, Irving, Texas

Team Lead and Senior Supply Chain Specialist, Supply Chain Delivery, 2021-Present

I. Leadership & Team Management:

Led and mentored a team of 12 customer support specialists, achieving a 30% increase in customer satisfaction (KPI-measured) and consistently exceeding company goals. Developed a positive team culture through coaching, team-building, and regular feedback.

Successfully collaborated with 15 cross-functional teams (Sales, Trade Compliance, Master Data, etc.) to launch the "Building the Bridge" initiative, optimizing workflows and reducing processing time by 15%.

Managed the entire lifecycle of over 6120 global sample orders annually, achieving a 98% on-time delivery rate and an 85% reduction in order fulfillment time.

II. Process Improvement & Efficiency:

Improved key performance indicators (KPIs) by 50% (order processing time) and 20% (specialist response time) through the implementation of streamlined "Ways of Working" and enhanced cross-team communication.

Developed and implemented a global order review checklist, resulting in a 30% reduction in order submittal errors.

Implemented a new communication system and Power BI dashboard, reducing sales communication time by 50% and improving collaboration efficiency by 27% (measured by reduced email exchanges and response times).

III. Customer Service & Account Management:

Developed and maintained critical relationships with internal and external customers, providing expert account management (including profiles, details, and service needs). Effectively addressed sensitive and escalated customer inquiries regarding shipments, billing, and service issues.

Provided specialized and expedited handling of sensitive orders and shipments, including domestic and international tracking and tracing.

IV. Operational Expertise & Reporting:

Prioritized and assigned workload, providing staff work direction and training support, ensuring compliance with company policies and procedures.

Prepared complex quotes and analyzed operational reports, presenting key findings to supervisors and colleagues.

Assisted in overseeing service processing and customer service commitments, ensuring adherence to company policies and requirements.

DEAN FOODS, Fort Worth, Texas

AP Customer Service Coordinator, Supply Chain Delivery, 2018-2021

Revolutionized Accounts Payable: Streamlined processes (new workflow) resulting in a 15% reduction in processing time, a 45% decrease in errors, and a 65% improvement in overall team efficiency.

Mastered Complex Issue Resolution: Resolved 2000+ annual complex inquiries with an 85% first-call resolution rate, proactively managing escalated issues to minimize customer impact and reduce inquiry resolution time.

Drove Significant Financial Improvement: Collaborated on trade promotion setup and processing, reducing payment delays by 66%, deduction discrepancies by 94%, and preventing an estimated $1.2 million in potential financial losses.

SAPUTO DAIRY FOODS USA, Dallas, Texas

Customer Service Specialist-Automation Specialist, Supply Chain Delivery, 2016-2018

Improved Order Fulfillment Efficiency: Reduced order cancellations and delivery delays by 28% by implementing 6 new, optimized workflows. This directly translated to a 20% improvement in on-time delivery rates.

Elevated Customer Satisfaction & Reduced Escalations: Resolved over 5040 annual customer order inquiries, achieving a 25% first-call resolution rate while simultaneously reducing escalated issues requiring management intervention by 40%. This resulted in a 20% decrease in customer complaints.

LAND O’ LAKES - Fort Worth, Texas

Customer Service Representative, Supply Chain Delivery, 2014-2016

Delivered exceptional customer service in a fast-paced call center environment, managing the entire order lifecycle (entry, management, and communication of impactful changes) to achieve total customer satisfaction.

Served as the primary point of contact (PPR) for resolving complex inquiries related to shipments, products, inventory, and pricing quotes.

Drove departmental efficiency improvements through proactive email management and successful completion of assigned special projects.

EDUCATION

AMBERTON UNIVERSITY, Garland, Texas

Bachelor of Science Degree - Business and Human Relations, Expected Graduation 2027

TYLER JUNIOR COLLEGE, Tyler, Texas

Completed 42 hours of General Studies Courses

TECHNICAL SKILLS

Salesforce CRM software SAP ERP systems Microsoft Office Microsoft Excel Microsoft Access Microsoft PowerPoint Microsoft Outlook Microsoft Teams 10-key Sarbanes-Oxley (SOX) compliance Coupa JD Edwards Lotus Notes

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