Senior Operations Executive and Strategic Leader

Karen Alexis Brown

***** ******* **** ****, ** **028

901-***-**** (cell) ***********@*****.***

SENIOR OPERATIONS MANAGING DIRECTOR

Dynamic and results-driven Senior Operations Managing Director with a proven track record of over 15 years in Operations Management, Developing Business Requirements, Logistics and Program Delivery with effective leadership skills for multiplatform and global organizations. Proven track record in scaling operational infrastructure, driving profitability, enhancing productivity and leading cross-functional teams to excellence. Adept at transforming underperforming operations into high-efficiency, profitable divisions through data driven strategy, process improvement and strong leadership. Detail-oriented and disciplined with insightful creative thinking to plan and create innovative solutions. Thrives in dynamic, fast-paced environments requiring strategic agility and hands-on leadership.

CORE COMPETENCIES

Effective Communication Financial Management Project and Process Analysis

Strategic Planning Leadership Operational Processes

Data Base Analysis Advanced Integration Approach Strong Analytical Skills SAFe 4.0 Certified Agile

Business Process Optimization Strong Presentation Skills Lean Methodology Quality Assurance Salesforce

PROFESSIONAL EXPERIENCES

Ferdinand’s Catering Company, Memphis, Tennessee May 15, 2017 - Present

Senior Operations Managing Director

Direct operations strategy and execution for a $3.5M business unit driving efficiency, scalability and cost optimization.

Designed and implemented supply chain strategy leading to 25% reduction in lead times and a 40% improvement in inventory turnover.

Direct cross-functional initiatives involving supply chain, customer service, and production to improve SLA adherence by 30%.

Ensure regulatory compliance, risk mitigation and high standard of safety, quality and service delivery.

Responsible for strategic planning, financial analysis, directing, recruitment, controlling, sourcing/vendor management, contract negotiation, cost benefit analysis, forecasting and implementing business strategies to ensure superior efficiency for the company.

Provide guidance and support to employees regarding procedural, technical, or operational changes.

FedEx Services, Memphis, Tennessee August 1, 2016- May 2, 2023

Electronic Commerce Support Analyst

Provided advanced technical support for the test/implementation and configuration of electronic invoicing and remittance for FedEx Express Ground, FedEx Freight and 10 major 3PL Audit Firms.

Led customer-based projects from coordination to fully integrated EDI operations following the Agile methodology to sustain over 95% of enterprise wide customers on electronic invoicing and remittance.

Worked extensively with Electronic Data Interchange Trading Partners to plan, test, validate, develop and implement new file delivery and/or implement new software changes for automation, client success and opportunities channels per requirements.

Analyzed business processes and associate them with system configuration, mapping, and management for EDI-based processes and deliverables.

Created and edited processes using FedEx Net to archive and direct files to the appropriate outbound mailbox via GXS VAN, SFTP, or FTP protocol.

Managed EDI partnerships on relational databases ensuring EDI systems operated properly and adequately to meet user needs.

Conducted program and system testing of data transfers ensuring successful connectivity meeting 100% business requirements while identifying and troubleshooting all possible electronic defects to reduce errors to 0%.

Managed and maintained reporting database and case management initiative in an effort to maintain audit trail for compliance.

Translated business requirements to technical specifications. Analyzed, troubleshot, and reformatted EDI transactions using FedEx Net to ensure EDI data conformed to ANSI Standards.

Involved extensively with the development of user test plans and execution of those plans in conjunction with internal and external personnel.

Researched and gathered data and requirements to assist with the implementation of management-based projects.

Drove the adoption of standard work processes, standard application functionality and data standards, as well as the alignment with global corporate policy and Information System Methodology.

Served as PMO while collaborating with cross functional departments i.e., Sales and IT departments internally and externally to on board and implement new customers generating over $100M in enterprise revenue.

Analyzed, developed and maintained system project protocols and system documentation per standard.

FedEx Tech Connect, Memphis, Tennessee February 17, 2014 – July 28, 2016

Senior Customer Accounts Services Agent

Identified, researched and effectively resolved customer billing issues.

Verified and analyzed essential customer record data to ensure account protection in an effort to resolve international and domestic invoice adjustments and billing issues.

Analysed customer account interactions, established and maintained accounts for the United States Federal Government utilizing special handling and maintenance per guidelines.

Audited, determined and issued appropriate adjustments as warranted.

Trained and motivated new hires.

FedEx Tech Connect, Memphis, Tennessee January 10, 2011- February 17, 2014

Senior Customer Support Services Representative

Provided global tracking and detailed research information to Domestic and International customers regarding their priority shipments using COSMOS. Also provided regular status reports to them until concern is resolved.

Exemplified a positive spirit and best practices to identify and report to management existing or potential priority package/system problems.

Analysed customer account interactions to prevent fraudulent shipments and/or supply orders. Collaborated with brokers and clearance units to coordinate the shipment/documentation movement for shipments held by customs and resolved procedural problems.

Ferdinand’s Catering Company, Memphis, Tennessee January 2, 2011- May 15, 2017

Operations Manager

Managed business operations and logistics by recognizing and capitalizing on improvement opportunities.

Demonstrated up-to-date expertise in Lean /Six Sigma Principles and applied this to the development, execution and improvement of action plans by providing expert advice and guidance to others in the application of information and Best Practices.

Led and managed complex projects, prepared reports, presentations and executive summaries utilizing Microsoft Word, PowerPoint, Excel including Pivot Tables.

Communicated risks and advised operators of the development and communication of plans to mitigate or eliminate risks.

Responsible for strategic planning, financial analysis, directing, recruitment, controlling, sourcing/vendor management, contract negotiation, cost benefit analysis, forecasting and implementing business strategies to ensure superior efficiency for the company.

Provided guidance and support to employees regarding procedural, technical, or operational changes.

First Tennessee Bank, N. A., Memphis, Tennessee May 1, 2000 - December 16, 2010

Sr. Modifications Analyst/Loan Analyst

Assessed risk exposure and ensured insurability of a minimum of $10 million in loan assets on a monthly basis.

Completed technical reviews of files and conditions ensuring conformity to investor and company underwriting guidelines and risk tolerance.

Managed file, condition and communicate pipelines throughout monthly cycle, ensuring adherence to service level, quality and customer service requirements.

Directly communicated to customer complex product constraints and interdependencies, the technical solutions and potential risks associated with each solution.

Trained/Supported other Representatives with expert solutions and information of guidelines and business processes.

Ferdinand’s Catering Company, Memphis Tennessee June 3, 1994-December 12, 2010 (Part-Time 20 hours)

Digital Marketing Manager

Developed and executed digital strategy that increased website traffic by 50% and sales by 65%.

Led SEO optimization that resulted in 60% increase in search traffic and top-10 key word ranking.

Tracked social media analytics in an effort to increase brand awareness and social media presence.

Managed a monthly budget across Internet Ads, Social Media, Affiliate Marketing, Content Marketing.

Launched multi-channel campaigns that improved lead generation by 25%

Developed and executed digital strategy that increased website traffic by 50% and sales by 65%

EDUCATION

B. S. in Organizational Leadership, Bethel University, McKenzie, Tennessee, August 2015

Ridgeway High School, Memphis, TN, 1990

COMPUTER PROFICIENCY OR CERTIFICATION SKILLS

SAFe 4.0 Certified Agile AI 5.3 Genesis Windows XP FEDEX NET Websphere DI

Microsoft Office (Word, Excel, PowerPoint, Outlook, Access) Pivot Tables IBM AS400

Contact this candidate