Customer Service Manager

ANNIE L. RUDKIN 805-***-**** Home

**** ******** **. 805-***-**** Cell

Camarillo, CA 93010 *******@***.***

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EDUCATION

California Lutheran University, Master’s of Business Administration (MBA)

California State University, Northridge, Bachelor of Arts (BA)

DESIRED POSITION: SUPPLY CHAIN EXECUTIVE LEADERSHIP

EMPLOYMENT HISTORY

TECHNICOLOR, Camarillo, CA. 10/10 – 6/11 (position relocated to Mexicali, Mexico)

Technicolor is one of the world’s largest distributors of video and optical products. Technicolor offers a full spectrum of packaging, distribution, warehousing and fulfillment services. Large customers include Microsoft, Walt Disney, Warner Brothers, Universal Studios and DreamWorks.

DIRECTOR OF MICROSOFT OPERATIONS

Functions and Accomplishments:

• Responsible for the build-out of a new 350K sq ft Technicolor facility in Mexicali dedicated to the Microsoft account.

• Responsible for $54M budget, 210M units packaged annually

• Duties included distribution, packaging, fulfillment, inventory management, and customer service.

• Ownership for all Technicolor facilities (MI, TN, Mexicali) operational performance, on-time packaging, on-time-shipping, timely conveyance of production planning information, quality alignment between facilities, statistical measurements, implementation of best practices, and process improvements.

• Manage relationship with Purchasing to ensure superb material quality, on time delivery and cost.

• Daily coordination of move schedules, timing of manufacturing start-up, and the establishment of specification information to the factory to ensure a seamless transition between previous Microsoft vendor and Technicolor.

• Primary operations liaison interfacing with the Microsoft team and representing all supply chain activities for Technicolor MI, TN and Mexicali. Responsibilities include consistent involvement in all Microsoft related business/customer service issues, attendance at all significant conferences, audits and ad hoc visits as required.

• Lead the company wide initiative to streamline processes and adopt “best in” practices.

• Develop a successful relationship with the Microsoft team focusing on becoming "first responder" on behalf of Technicolor quality issues, product concerns, customer requests, budget inquiries and ensuring that all sites are managing issues with a sense of urgency and consistency.

• Conduct in-depth root cause analyses and respond to issues accordingly ensuring the successful facilitation of appropriate corrective action and preventive measures for future issues throughout all locations.

AMGEN, Thousand Oaks, CA. 9/05-10/10

Amgen is a biotechnology company focusing on the discovery, development, manufacturing, and marketing of human therapeutics based on advances in cellular and molecular biology. The company markets human therapeutic products in the areas of nephrology, supportive cancer care, and inflammatory disease.

SENIOR MANAGER OF GLOBAL TRANSPORTATION

Functions and Accomplishments:

• Consistently rated as “exceeds expectations” and in the top 15% of the bonus pool based on goal achievement and performance.

• Received two consecutive “ACES” awards for innovation, creativity, and team work.

• Received a “One Stop Stock” award for continuous improvement.

• Responsible for $62M Global Transportation budget

• Saved $11M dollars through the optimization of the distribution network.

• Worked closely with Strategic Sourcing and transportation partners to save $5M through rate negotiations while maintaining superb quality.

• Served as the operational liaison between Customer Service, Planning, transportation carriers, brokers, vendors and internal clients to ensure compliance with established procedures.

• Partner with Strategic Sourcing to prepare carrier requests for proposals with minimum carrier requirements to improve cost and service.

• Support international and domestic clinical and commercial product distribution.

• Implement procedures and controls to support cold chain activities and product moves.

• Work closely with the distribution team to ensure processes are in place for “FIFO” distribution lot tracking and temperature compliance.

• Develop Operating Standards supported by standard operating procedures to ensure compliance and streamline activities.

• Create and implement Supplier Quality Agreements with transportation partners to ensure appropriate quality standards and system are in place.

• Management of the Transportation Council; a global council focused on defining roles, developing global budget/expense management, and the development of the transportation strategy.

• Develop operational and financial metrics/KPIs for corporate and site transportation.

• Provide support to Amgen sites with carrier issues, new carrier establishment and new transportation lanes.

• Streamline transportation activities between sites and vendors.

• Develop and maintained strong carrier relations.

• Provide support to help strengthen the inbound freight program at all Amgen sites.

• Create disaster recovery plan for natural and man- made events.

• Facilitate transport validations (temperature, shock and vibe) for each new product.

• Subject Matter Expert for SAP implementation.

TECHNICOLOR, Camarillo, CA. 2/00 – 9/05

Technicolor is one of the world’s largest distributors of video and optical products. Technicolor offers a full spectrum of packaging, distribution, warehousing and fulfillment services. Large customers include Walt Disney, Warner Brothers, Universal Studios and DreamWorks.

DIRECTOR OF DISTRIBUTION (5/04 – 9/05)

Functions and Accomplishments:

• Recipient of the 2004 President’s Award for demonstrated leadership and innovation.

• Control $33M annual budget, 150M units distributed annually.

• Reduced labor costs by 12% and distribution costs by $4.5M through optimization and streamlining procedures.

• Mentor, direct and lead eight exempt and three hundred non-exempt associates.

• Responsibility for all distribution, order processing, material handling, inventory management, customer service, reporting and transportation activity for two buildings, totaling 1M sq ft.

• DVD and VHS distribution responsibilities include each pick, bulk, catalog, retail replenishment, new release and transfer shipments

• Responsible for West Coast Thomson Consumer Electronics Division; includes shipping, inventory and order processing

• On time shipping percentage 99.91%, shipping accuracy 99.96%, inventory accuracy 99.99%

• Assisted in rollout of new distribution facility in Mexico City; warehouse setup, process flows, RF and systems training

• Participated in the education/training of the company wide Lean Manufacturing initiative and STOP safety program

• Developed KPI’s to further improve quality and reduce costs. KPI’s are now reported on an electronic display board in the warehouse and used during staff meetings and tours

• Active member of the STOP safety training program

DISTRIBUTION MANAGER ( 8/01- 5/04 )

• Active member of the STOP safety training program Responsible for Warner Home Video, Universal Studios West Coast Distribution and Thomson Consumer Electronics distribution

• Assumed responsibility for all Walt Disney product distribution

• Lead a team of two exempt and 120 non-exempt associates

• Implemented creative incentive programs and training schedules resulting in reduced labor costs and increased PTL pick rate of 12%

• Through increased teamwork and “hands on” management, reduced CPU by $.03

• Reduced head count by 10% by eliminating waste and revising processes

• Integrated six automatic price labeling/auditing machines and increased accuracy from 99.2% to 99.96%

• Orchestrated the start up division and managed Thomson Consumer Electronics Division

• WMS super user; responsible for implementation and training

• Assumed responsibility for the order processing and transportation on the Optical dock

• Traveled to Europe to assist in the warehouse setup of a new Technicolor distribution facility

DISTRIBUTION SUPERVISOR (2/00 – 8/01)

• Supervised Warner Brothers distribution activity including each pick, catalog and new release operations

• Saved $400K in the distribution of 14M replenishment units direct to retail stores. Cost per unit reduced with increased automation, streamlining internal order pulling methods and increased teamwork among employees

• Facilitated expansion into a new 428,000 square foot warehouse and assisted in designing the layout and product flow

• Organized and established 2 mezzanines and 6 pick lines to support over 10,000 items

• Responsible for a team of 35 associates

• Assisted in the implemented and supervision of the Universal Studios West Coast account; one of Technicolor’s three largest customers

• Implemented the TIPS Program campus wide, an associate involvement program to encourage associate empowerment and provide a channel to streamline ideas

• Nominated for the Presidents Award in 2001 for demonstrated leadership and innovation

ROYCE MEDICAL COMPANY, Camarillo, CA. 1/99 – 2/00

Royce Medical Company designs manufactures, sells and ships orthopedic soft goods to the medical industry both nationally and internationally.

SHIPPING/RECEIVING MANAGER

• Turned a failing department around in under a year by increasing communication and teamwork between employees and management

• Complete shipping, receiving, returns and material handling responsibility

• Responsible for the direction and leadership of one salaried employee and fifty hourly employees

• Managed transportation scheduling and logistical support for product both locally and nationally

• Two times consecutively awarded the “Hi Five Club” award (associate recognition program)

• Selected as one of the “Top Twenty Role Models” at Royce Medical Company

• Exceeded internal shipping goal, 96% of orders shipping within 24 hours

• Signed contract with major carrier to reduce domestic freight costs by 31.5%

MISSION PRODUCE, INC., Oxnard, CA. 1/96 – 1/99

Mission Produce is a packer, shipper, importer and exporter of avocados, mangos and limes. Mission Produce markets fruit both nationally as well as exporting fruit to Europe and Japan.

WAREHOUSE MANAGER

Functions and Accomplishments:

• Responsibility for all inbound and outbound transportation, fruit inspections, inventory control, lot tracking and order processing

• Established Forward Distribution Centers to ensure “Just In Time” delivery for retail customer’s nation wide

• Implemented “First in First Out” warehousing and inventory procedures to ensure the freshness of product distributed to customers

• Maintain inventory levels and inventory control of Forward Distribution Centers on the East Coast, West Coast and Mid West

• Supervised the Shipping/Receiving Department at the main packing facility in Oxnard, Ca, consisting of ten shipping/receiving associates and twelve warehousing associates

• Organized inspections and surveys for all damaged product

• Implemented EDI (Electronic Data Interchange) program to lock in major retail accounts.

REFERENCES – References and transcripts available upon request.

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