Customer Success Senior Business
Resume:
JOHN A. COLLIER
Columbia TN, 38401 **************@*****.***
www.linkedin.com/in/john-a-collier-30b91b14
CUSTOMER SUCCESS & DEVELOPMENT PROFESSIONAL
A Self-starter with a track record of enhancing business results, customer success and operational excellence, improving customer markets/services through portfolio expansion, process improvement and change management within Fortune 100 & Big 4 organizations globally. Excellent leadership skills and strategic thinker, with a resilience to identify creative solutions. Exceptional collaboration and influence across all levels of management managing key relationship of service contracts. Comprehensive Background in:
Key Account Management Customer Collaboration Supply Chain Optimization Contract Management Operational Development Continuous Improvement Compliance Procurement Inventory Management
PROFESSIONAL EXPERIENCE
Philips Healthcare, Nashville, TN 1/2022 – Current Global Supplier Account Manager
Mange the execution and development of key supplier relationships from a procurement perspective to drive the strategic implementation of a major global recall and repair services platform.
Oversight of the suppliers servicing platform for the company’s largest recall program and standard repair.
Improved repair cycle process by 25%. Enhancing operational flow and strengthening distribution network.
Worked cross functionally with external/internal teams to reduce packaging to reduce logistics spend by ~50%.
Delivered annual cost-saving for various commodity lines and business units while securing future savings.
Negotiations and renegotiations of supplier agreements to mitigate risks and change management.
Improved performance of the supply base against relevant business criteria (Total Cost, Quality and Delivery)
Lean / Continues improvement deployment across suppliers managed. GEODIS Supply Chain Optimization, Brentwood, TN 2017–2021 Operations Manager / Retail Compliance Champion
Manage multiple transportation portfolios across various industries sectors of manufactures servicing North America. Oversee daily operation and planning freight spend of $200M+ annually. Enhancement of operational KPI metrics, vendor compliance, and distribution of consumer goods throughout North America, Canada, and Latin America are a few key successes. Develop and implement innovative and value add solutions for customers based on individual need analysis and programs design within their vertical to build vendor reliability and improve relationships and revenue upselling valued services.
Established a consolidation program within 12 months to turn profit after losses 2 prior years. Growing program by 150% within 18 months while reaching Best in Class On Time, In Full of 98% YOY 3 consecutive years. 100% Renewal CLM with applicable increases to improve ROI while enhancing value added services.
Expanding relationships with retailers & suppliers at all levels to improve compliance/services, including communication of requirements and management of partner performance metrics.
Enhanced margin improving position of new and existing client contracts and vendor purchasing contracts for business continuity across multiple 3PL’s across the US to meet customer needs for improved supply chain results and reduce compliance fines.
JOHN A. COLLIER **************@*****.*** PAGE TWO
EPSON AMERICA, Plainfield, IN 2009 – 2017
National Accounts Services Manager / Director of Retail Compliance Oversee daily CRM teams and distribution of consumer electronics with operations exceeding $2B annual sales. Built operational excellence and servicing policies, vendor compliance programs, and improved distribution throughout North America, Canada and Latin America to build from existing client relationship reliability to grow revenue YOY.
Improved order fulfillment, reducing lead time from 5 days to 3 hours. With developing key customer order replenishment programs and a strengthening distribution network without increasing headcount.
Increased sales by 200% with an #1 on-line retail distributor by creating a unique pricing package that allowed improved competitive pricing with brick-and-mortar stores, reduced fulfillment from submission to receipt, reduced cycle time to from 14 days to less than 8 days, and improved turn of inventory.
Work closely with product management and other internal teams to designed new packaging to stop handling damages. Cost of packaging increased 2.5% while claims were decreased by 300%. YELLOW-ROADWAY CORPORATION, Greenwood, IN 2004 – 2009 Manager of Business Services / Customer Success
Managed client relationship for internal business services and development, acted as liaison between Yellow- Roadway and clients key contact for fulfillment of service distribution & compliance between operations and product rollout. (IT, Transportation, Distribution) Managed daily brokerage and directed customer support of logistic services nationally.
Monitored fiscal accountability of contractual service accounts in excess of $300M annually for freight bill terms, increasing cycle turns by 40% and improving audit procedures and metrics.
Remove supply chain cost through carrier optimization on LTL’s for national accounts, creating customer loyalty.
Utilized existing relationships to aggressively expand market presence from $1M annually to $3M. ERNST & YOUNG LLP – Cap Gemini, Indianapolis IN 1999 – 2004 Area Asset Manager / Project Manager
Designed and implemented a global procurement platform for America’s IT. Completed cost analysis to implement data integrity and integrate e-cards/forms and compliance scorecards to monitor engagement order management and inventory.
Directed procurement and inventory of $20M throughout 12 states and indirectly across North America, limiting loss exposure from 12% to 1% as best in class globally and within 12 states.
Continuous process improvements and due diligence audits identified potential cost reduction and staff realignment utilization increase 50% within 5 years.
Developed shipping, receiving, and inventory management/quality procedures to ensure maximum efficiencies and performance standards were maintained. EDUCATION / PROFESSIONAL DEVELOPMENT / RECOGNITION Bachelor of Science, Indiana Wesleyan University, Marion, IN Korn Ferry / Miller Heiman - Leadership, Coaching and Developing Others, Leading Leaders CCMC-Managing Change / RMC–Project Management, Learning Agility DDI Building an Environment of Trust, Winning Partnerships, OPEX
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