Customer Service Manager

SHARON M. SULLIVAN

Sugar Hill, GA

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

(H) 770-***-****

(C) 404-***-****

CAREER SUMMARY

Business Professional with hands on experience in operational leadership, supply chain management, and financial auditing, including strategy development and implementation of new programs and process improvement for customer service, supply chain, production, and financial issues. A respected leader who engages and works with collaborative teams to achieve superior customer service/client satisfaction by delivering bottom line results. Expertise in:

*Supply Chain/Logistics/Distribution * Sourcing and Contracting

* Program/Project Management *Inventory Management

* Financial Planning/Budgeting/Auditing *Change Agent

*Retail *ISO 9000/TQM

PROFESSIONAL EMPLOYMENT

GWINNETT COUNTY SCHOOL SYSTEM

Substitute Teacher- Gwinnett County, GA – January 2010 to Present

Substitute teacher for elementary and middle high schools, including individual topics such as math, science, social studies, language arts, and physical education, as well as special education classes.

UNITED STATES NAVY – CAPTAIN – SUPPLY CORPS (BUSINESS CORPS) - RETIRED

(ACTIVE DUTY AND RESERVE CAREER)

Officer in Charge – Atlanta, GA (2008)

Started up a new Expeditionary Support Unit under a newly organized expeditionary force within the U.S. Navy.

Deputy Director, Sustainment – Kuwait (2007-2008)

Responsible for all strategic logistics and distribution of all classes of supply within the U.S. Central Command’s Area of Responsibility supporting over half a million troops.

• Increased delivery of critical goods to Afghanistan by 26% within a 105-day period.

• Pioneered and structured flow of construction materials into Iraq. Doubled acceptable routes of customer deliverables.

• Integrated 10+ major commands in Kuwait to increase utilization of strategic airlift back to the United States by 13% within 30 days.

• Employed use of tracking metrics, utilizing RFID technology to track shipments, timeliness of deliveries, etc. Reviewed key inventories in specific locations throughout Iraq and Afghanistan, working with numerous commands, to utilize it in the most efficient, effective manner.

WAUSAU PAPER COMPANY

Warehouse Superintendent – Brokaw, WI (2006-2007)

Managed all facets of a 24/7 warehouse operation, encompassing three shifts and storing/shipping 1,800 SKUs. Supervised 41 hourly/union employees and 3 salaried employees (supervisor and clerks). Responsible for 220,000 sq. ft. and 106,000 sq. ft. of on-site and off-site warehouse storage, respectively.

• Budget management & development (control of fixed and variable costs), capitalized improvements/new equipment procurement.

• Stored and shipped both stock and direct manufacture paper products packaged as rolls, flats and cartons, including numerous products coming from sister mills.

• Shipped via intermodal and truck directly to customers, to regional distribution warehouses, and to other converters in full load and pool truck quantities, and via LTL, UPS, etc.

• Achieved 99% accuracy on annual inventory, and performed a reset of entire on-site warehouse within six weeks.

• Led Forest Stewardship Council (FSC) endeavors for the entire Printing and Writing Division to ensure consistent, proper labeling of appropriate stock at all manufacturing and distribution center locations.

UNITED STATES NAVY

Director, Knowledge Management – Norfolk, VA (2006)

Served as Director of Knowledge Management for Commander, Second Fleet at the request of the command.

• Established entire Knowledge Management (KM) program, supporting 20,000+ exercise participants of all services and from approximately 14 countries. Responsible for Executive Staff situational awareness.

• Directed the timely flow and storage of operational information to critical websites used by both U.S. forces and multi-national forces for the exercise, making information available in record-breaking time.

• Created custom training for navigating and posting to critical websites, as well as for several chat tools for U.S. and multi-national forces.

Executive Officer/Assistant Program Manager - Atlanta, GA (2003-2006)

Became Executive Officer for the unit beginning October 2005 and oversaw unit functions for over 20 officers and 10 enlisted personnel.

• Pivotal role in continued expansion of the first Naval Reserve Acquisition Program and Reserve Acquisition Career Path in Naval history, providing qualified Reserve Supply Corps Officers to fill key contingency contracting positions overseas in Iraq, Afghanistan, etc.

• Chaired an evaluation of the Naval Reserve Activities’ medical operations to explore causes/effects and developed specific actionable recommendations to improve medical readiness at the Navy and Marine Corps Reserve Center (currently called the Navy Operational Support Center), Atlanta, GA. Briefed Commanding Officer and the Executive Officer of the center.

Program Manager – Mechanicsburg, PA (2001-2003)

• Successfully developed and implemented the first Naval Reserve Acquisition Program and Reserve Acquisition Career Path in Naval history for Naval Reserve Supply Corps Officers.

• Showed tremendous adaptability and creativity in developing a program (working with others) to support the customers (the troops overseas in obscure locations).

Logistics (Supply) Department Manager – Gulfport, MS (1998-2001)

• Supervised 110 staff members (including four senior Officers).

• Drafted the first Logistics Mobilization Support Plan for all East Coast construction personnel. Outlined the mobilization mission and process for the base responsible for outfitting, equipping and mobilizing up to 7,000 Seabee Construction Battalion personnel.

BOISE CASCADE CORPORATION

Finishing and Shipping Superintendent – Jackson, AL (1996-1999)

• Successfully turned around a 24/7 Finishing and Shipping Department within six months.

• Supervised 32 union and three salaried employees. Successful union labor relations negotiations.

• Development and control of facilities budget including variable and fixed costs. Provided five-year budget for capital projects, upgrades and new equipment.

• $1.9 million savings for the department by reducing variable costs (packaging materials) by 70% and reducing fixed costs by 35%.

• 3.89% average Controllable Overtime, well below department goals of 9%.

• Zero discrepancies on ISO audits. Wrote ISO procedures.

• Zero safety incidents.

• Experience using technical drawings to review piping, tank specifications, etc. for OSHA safety requirements.

Purchasing Agent – Jackson, AL & Wallula, WA (1989-1996)

• $30 million value for procured and negotiated contracts for chemicals, raw materials, lab and safety supplies, maintenance materials and capital/contract services. Material and supply chain responsibility for all major chemical inventories for the mill.

• Zero demurrage on chemical rail cars of inventory on hand.

• $500,000 to $2,000,000 savings annually.

• Negotiated a $4,000,000 contract for pipes, valves, and fittings.

• Developed process for and conducted cross-functional supplier audits (including qualitative and quantitative supplier analysis, and performance per the goals and objectives established in advance). Representatives from production, engineering, accounting, etc. on audit teams.

• Zero discrepancies on ISO audits. Wrote all ISO 9002 department procedures for the initial certification of the pulp and paper mills in Jackson. Responsible for ISO in department, including audits, and member of mill audit team for other departments.

• National Purchasing and Affiliates Committee of PIMA (Paper Industry Management Association) – board member.

• Created requests for quotations, and developed proposal spreadsheets to analyze supplier proposals for required commodities. Worked with appropriate departments on results of quotations. Once contracted, monitored the cost, schedule, and scope of assigned commodities and services.

Accounts Payable Supervisor – Wallula, WA (1987-1988)

Supervised four personnel in the payment and processing of $96 million in invoices on a computerized system. Performed “Cost Accountant” functions, such as maintaining energy resources, paper machine efficiencies and month-end financial updates. Created an Accounting/Purchasing Group to regularly address issues with invoices, payments, etc.

UNITED STATES NAVY

Consultant – Philadelphia, PA & Norfolk, VA (1991 & 1992)

• Developed a management indicator system for improving effectiveness in processing 100,000 industrial material receipts per year. Worked with a team of 18 civil service managers and workers to create this system.

• Developed an inventory tracking system for all excess material valued at $8 million. The system would additionally be utilized to market excess material, thus avoiding disposal costs of hazardous material and providing credit for “resold” material; combined, expected return was $2 million to $3 million per year.

Supply Quality Assurance/Auditing Manager – Charleston, SC (1987)

• Conducted audits of financial, postal service, food service, retail sales, stock, and financial records for inventory valued at $21 million. Audits were conducted by surprise on a regular basis (based on government requirements and status of prior audits).

Repair of Other Vessels Supply Support Manager (Shipboard Purchasing Division Manager) – Charleston, SC (1986-1987)

• Won two awards as the number one Supply Department amongst all Atlantic Fleet submarine tender (supply ship) Supply Departments.

• Supervised 19 enlisted and one civilian employee in procuring, expediting and controlling parts/services for direct support of fast attack submarines. Half of the division did research on submarine repair parts, and the other half expedited delivery in a very high stress, highly visible environment with short-fused requirements.

• Managed a repair funds budget of $7.7 million. Devised a new budgeting system, obligating 93% of allocated funds due to successful system analysis.

Commissary Store Manager – Pearl Harbor, HI (1983-1986)

• Managed store with annual sales of $51 million, the number one selling Navy Commissary Store worldwide (third among commissaries for all the military services worldwide). Achieved a 38.8% sales increase.

• Awarded as the best large commissary among all Navy Commissaries worldwide.

• Supervised 35 enlisted and 132 civilian personnel in all facets of store operations.

• Demonstrated superior customer service.

Disbursing Manager – Nea Makri, Greece (1981-1983)

• In charge of finance office, managing annual funds of $20 million for payment of military payrolls, travel claims and multimillion-dollar U.S./Greek contracts. Required to balance daily.

• Supervised ten military and four civilian (Greek National and U.S.) employees in Nea Makri and two other military employees in Souda Bay, Crete.

• Conducted surprise financial audits at Souda Bay location once per month.

EDUCATION

BS, University of Florida, Gainesville, FL, Business Administration – Marketing (Graduated with Honors) – (1976-1980)

U.S. Navy Officer Candidate School, Newport, RI – (1980-1981)

Navy Supply Corps School, Athens, GA (Masters level work in Business Administration) – (1981)

Central Washington University, Pasco, WA (1988) – Two Intermediate Accounting Courses (5-semester hours each)

TRAINING AND EXPERIENCE

Proficient in Microsoft Office Suite (significant Excel spreadsheet use), contract small purchase, general contracts training, advanced purchasing, supplier performance metrics, transportation management, auditing (accounting and ISO), ERP (Maximo), warehouse operations (including designing a warehouse for efficient operations), hazardous materials training, commissary store management, and Dale Carnegie Course (effective speaking).

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