Customer Service Six Sigma
Resume:
SAMUEL K. REESE
Lakeland, TN 38002
ru5iwa@r.postjobfree.com
Cell# 901-***-****
PROFESSIONAL EXPERIENCE
Alliance Marketing Intern-June 2011 to August 2011
FedEx-World Headquarters Memphis, TN 38002
*Performed Market research on Alliance partners and made recommendations on the most effective approach to develop small business leads.
*Qualified leads by coordinating with lead scrubbing companies, telemarketing companies, and sales departments.
Chief Representative- January 2008 to January 2010
Sunshine Enterprise/SET Imp/Exp, Shenzhen, China
* Managed Quality Control department overseeing two Manufacturing facilities including sourcing office. Made improvements in data collection procedures, root cause analysis, and vendor management. Reduced the incidence of quality issues significantly.
*Implemented Lean Improvement projects in manufacturing facility that improved the efficiency of key procedures by 40% to 60%.
*Vendor management including negotiation on price and terms of agreement, new vendor development, and vendor auditing procedures.
*Implemented Customer Service department improvements including website development to automate key procedures including document management and customer updates.
*Managed company accounts worth over five million dollars. Helped develop new products to meet customer and industry standards. Communicated between manufacturing facilities and customer on all related matters.
Account Manager- September 2005 to January 2008
Sunshine Enterprise, Memphis, Tennessee, USA
*Managed customer accounts valued at $7 million in annual sales. Primary US contact between the customer and the overseas manufacturing facility . Oversaw the adherence to customer and industry quality standards and customer lead time expectation. Led negotiations on pricing, payment terms, and other significant elements of the business relationship.
* Managed warehousing operations for customers in three warehouse locations in Memphis, Atlanta, and Houston. Responsible for improvement in warehousing facilities needed as a result of greatly increased work-load.
*Hosted customer representatives in China and helped communicate between them and the manufacturing facilities.
International Purchasing Coordinator/Logistics management September 2005 to January 2008.
Sunshine Enterprise, Memphis, Tennessee, USA
*Managed purchase orders of company’s imports totaling $15 million. Developed the logistics department which processed the import and delivery to the customer of over 600 containers annually.
*Coordinated US operations with the operations of the overseas office including customs clearances, container tracking, and delivery to final destination.
* Led negotiations on transportation rates for ocean freight and local trucking
*Developed a company wide web application to improve the efficiency of the ordering and tracking process of purchase orders and shipments. The web application enabled vendors, the overseas office, US employees, and customers to place and track orders online and view relevant documentation for each order. Prior to the website all orders were placed and tracked via excel. Completion of initial website took 2 years.
*Responsible for resolving customer service issues at the overseas office and managed related issues during bi-annual visits overseas
English Instructor- August 2002 – August 2003
China Bureau of Education, Shenzhen, China
*Taught Chinese high school student spoken English. Managed about 16 classes with over 800 students.
EDUCATION
International MBA, University of Memphis
Expected graduation: May 2012
Bachelor of Art in History, Cum Laude- 1997 – 2002
University of Memphis-Memphis, Tennessee, USA
Middle Eastern History and Politics, Sophomore Year abroad- 1999-2000
University of Tel Aviv Tel Aviv, Israel
Chinese Studies and Job Placement, Junior Year abroad 2002-2003
University of Memphis/China Bureau of Education Shenzhen, China
CERTIFICATIONS
Chinese Advanced Proficiency
Univerisity of Memphis (Evalutation by Dr. Lan Zhang)
Hebrew Conversational Proficiency
Lean Six Sigma Certificate
Villanova University
Six Sigma Green Belt Certificate
Villanova University
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