Operations Leader with Lean & Growth Expertise

Kimberly J. Felt

***** ****** ****, ********, ** 77354 909-***-**** *************@*****.***

Professional Summary

Experienced operations and customer service leader with over 20 years of success in boosting organizational efficiency, customer satisfaction, and revenue in the tire distribution and manufacturing industry. Proficient in managing large teams, streamlining operations through Lean Kaizen and Six Sigma methods, and creating scalable systems that support multimillion-dollar sales growth. Skilled in ERP, CRM, and warehouse management platforms, with a proven track record of delivering measurable improvements in customer service, inventory management, and overall business operations.

Experience

General Manager - Hesselbein Tire SW Inc., Jersey Village, TX Feb 2014 – Sept 2025

• Directed daily operations of 50+ employees across drivers, warehouse staff, supervisors, Logistics, and sales teams.

• Oversaw payroll, hiring, accounts payable/receivable, collections, customer service, and inventory control.

• Managed three warehouse relocations, scaling operations from 50K sq. ft. to 150K sq. ft. with $17M in tire inventory.

• Increased monthly sales from $500K to $5.5M by developing scalable operational and sales strategies.

• Implemented Lean Kaizen and Six Sigma practices to streamline processes and enhance efficiency.

• Utilized OE Vision, SAP, AX, AS400, Microsoft Office Suite, Salesforce, and B2B platforms to optimize business workflows.

Customer Service Supervisor - Toyo Tires USA Corp., Cypress, CA Sept 2007 – 2014

• Supervised 12 Customer Service Representatives, overseeing training, payroll, performance reviews, and scheduling.

• Implemented JSOX-compliant policies and procedures while managing audits and compliance tracking.

• Improved pricing structures, order allocation, and backorder monitoring for national dealers.

• Generated sales and inventory reports to support customer accounts and sales management.

• Operated as second-in-command for the Production, Distribution, and Customer Service Manager.

• Employee of the Year, 2010, in recognition of outstanding leadership and performance. Customer Service Lead - Toyo Tires USA Corp., Ontario, CA Sept 1999 – 2007

• Served as the primary account lead for two of Toyo’s largest national tire dealers.

• Handled invoicing, billing corrections, shipment tracking, pricing implementation, and inventory allocation.

• Trained and mentored team members while supporting both Director and Manager of Customer Service.

• Played a key role in ISO policy implementation and departmental process improvements.

• Consistently maintained top-tier call and service metrics while building extensive product knowledge. Skills

Software & Systems: Windows, Word, Excel, Outlook, AS400, SAP, AX, OE Vision, iWarehouse, Salesforce, B2B platforms, IDOCS/Prism

Process & Compliance: Lean Kaizen, Six Sigma, ISO, JSOX compliance Core Competencies: Team Leadership, Customer Service Management, Sales Growth, Inventory Control, Process Improvement, ERP/CRM Administration

Certifications & Training

• Lean Kaizen Certified

• Six Sigma Certified

• AES Seminars

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