Customer Service Manager

Location:

Leawood, KS

Salary:

72,000

Posted:

November 30, 2011

Contact this candidate

Resume:

Lyndsey Normand

*** * **** ****** *********, KS *6762

620-***-**** Cell Phone*

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

http://www.linkedin.com/profile/edit?trk=hb_tab_pro_top (Professional Link)

SUMMARY OF QUALIFICATIONS

• More than 10 years of operations management experience

• Lean Management Experience training and implementation for process improvement

• Customer service support and continual improvement

• Effective and detailed in the area of inventory management and loss prevention

• Experienced in quality control and quality management

• Extensive manufacturing operational experience

• Business Financial and Accounting P&L exceptional experience in detail

• Interpersonal skills and excellent conflict and problem solving skills

• Exceptional knowledge of training, visionary leadership, and communication skills

Employment History

2009- 2011 Watco Companies Pittsburg, KS

Process Improvement Manager

• Identify and evaluate areas of improvement

• Drives Continuous Improvement to quantitatively and qualitatively improve costs, quality & service.

• Train and educate the organization and implement continuous improvement methodologies including but not limited to 6 Sigma, 5S, Lean, OEE and others.

• Responsible for discrete categories of OEE opportunity including tracking downtime results, improving data integrity and developing improvement plans based on the data.

• Supports safety as a top priority - in training, job design, ergonomics, and regulatory compliance.

• Provide strategic leadership and tactical planning for the technical training community.

• Partner with HR leadership on broader training plans and processes.

2009- 2011 Prestige/RSI Cabinets Columbus, KS

Materials Manager

• Manage materials from raw goods to finished goods

• Process and manage inventory transactions from production to maintain a sound and accurate inventory

• Report recaps to executives in regards to shrink/scrap/reclaim for all materials

• Implement and maintain cycle counting schedules turning 60M Dollars quarterly

• Manage all material handlers in production environment at the most efficient level possible

• Write and maintain all SOP’s for production in regards to materials

• Manage shipping and receiving departments of all goods for location and interplant transit

• Manage Production of materials for assembly consumption on a “Just In Time” manufacturing schedule

• Serve as change agent to process and problem solving for production

o Lean Management Implementation

o 5S Training and Implementation

2001–2009 Zouire Promotional Marketing Group Pittsburg, KS

Director of Operations

• Budget and maintain all operational and facilitation departments.

Manage 40,000 sq. ft. distribution center with approximately 75 employees shipping roughly 200,000 packages annually and supervise customer service department processing annually 90,000 orders & 100,000 inbound calls.

• Provide problem solving for customer service support as well as direct/indirect customer Hire and develop staff and first line management to provide top industry customer service levels and services.

• Negotiate costs of supplies, maintenance, and equipment for operations facility. This would include call center software telephone services and Server support for T-1 lines.

• Direct all statistics and reporting for operations as well as create and maintain budgets for operation areas coming in under budget for three consecutive years.

• Manage organization operations by directing and coordinating activities consistent with established goals, objectives, and policies. Implement programs to ensure attainment of business plan for growth and profit. Provide direction and structure for operating units. Implements improved processes and management methods to generate higher ROI and workflow optimization. Develop and create strategies and policies aligned with organizational goals. Provide mentoring and guidance to subordinates and other employees. Follows direction set by Chief Operations Officer.

• Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company’s operations. Develop and direct the management of our remote Fulfillment/Distribution Center that will ensure fast order processing, accurate inventory control, proper and timely receipt/stocking of goods, cost-efficient shipping direct to customers, and effective processing of returns. Manage logistics, outbound transportation processes, and negotiate parcel freight programs. Implement improved processes and management methods to generate higher ROI and workflow optimization.

• Develop and direct the management of our Customer Call Center to ensure customer satisfaction, improved call efficiency, low abandonment, increased revenue through up sell and promotional programs, and improved employee product knowledge and training. Implement processes and systems that will generate higher productivity and revenues.

• Develop and direct the management of our Information Technology Department on all implementation of new and updated technology to ensure that all operational systems are continuously evaluated for proper operation, relevance and utilization. Assist in selection and maintain order management systems, data warehousing, e-commerce infrastructure, and test and review web development. Oversee company telecommunication systems in Pittsburg and support as needed.

• Be sure that company is migrated toward technology offerings that will generate higher efficiency, enhanced reporting and tracking capabilities, and substantial ROI (Return on Investment).

• Interact regularly with executive team and individual department heads to ensure that company’s operational priorities are aligned with total company direction.

• Continually investigate and introduce process improvement measures and present suggestions to COO for consideration.

• Participate in vendor negotiations to ensure product relevance and cost-efficiency.

Inventory Control 2002-2009 Additional Role Current

Inventory Managed at Multiple Locations

Created and implemented schedule for cycle counting processes for over a 9M of revolving 8,500 SKU’s annually with a 2.6M revolving unit product line. Soft lines and hard line goods.

Created and implemented vendor compliance contracts for all active vendors. This requires vendors to be accountable financially for errors on product sent to us for receiving. Audit receivables to ensure vendor compliancy.

Investigate and resolve all inventory issues in regards to shrink, scrap, or defective stock.

Evaluate and implement loss prevention and lean usage score cards.

Determine stock levels based on order history and budgeted sales to determine buying levels on a 4cycle turn annually.

Audited all inventory journal transaction and location placing to ensure inventory review was accurate by locations.

Maintains records and develops reports for the reconciliation of supplies inventories and equipment.

Processed procurement documentation as well as produced and audited credits from vendors to ensure all credits were received and posted correctly and a running vendor evaluation score sheet was logged to ensure partner stability and meeting of expectations.

Security coded stock with logistical management to ensure high value and high perceived value merchandise is under security guidelines and continual cycle counting review.

Manage Bill of Materials and all processes of data management in regards to BOM and executed roll up processes.

Customer Service Manager 2002-2006

• Identify personnel needs and participate in the recruitment and hiring process. Supervise Customer Service Representatives (CSRs).

• Implement all new customer contracts and projects with the call center and technology web development for use and testing.

• Coordinate job specific CSR training through development of training modules for each call center job or contract. Ensures consistency of training.

• Work with customers or program manager to design and maintain scripts.

• In conjunction with the Systems Administrator and/ or consultants, maintains systems to insure the provision of uninterrupted service.

• Develop fair, consistent and accurate price quotes.

• Maintain and use statistical data to monitor and demonstrate individual and group performance.

• Develop and share management reports with customers, as appropriate.

Maintain outstanding relations with customers; resolves complaints and provides information regarding available services.

Participates in the development of marketing plans and materials. Meet with potential customers to promote our capabilities and value.

Contributes to the overall efficiency and effectiveness of the department and the agency by performing all other duties assigned by supervisor.

Collections 2002-2006 Additional Role

Assisted in collections of accounts in regards to prepayment and net terms customers.

Made contact to receive payment and initiate discussions

Cleared data and obsolete information in regards to updating files

Continued follow up to assist in closing the gap on outstanding receivables over 120 days collected over of outstanding receipts in a 3 month period while operating department as well as calling in down time or personal time to complete collections.

Assisted in creating a form letter and or statement process to create a better communication with the customer on outstanding debt.

Program Manager 2001-2002

• Created and executed presentations for fulfillment customers for quarterly meetings and or sales presentations.

• Coordinated the process in implementation of a customer’s contract.

• Created marketing pieces and partnered on web site creation for customers products.

• Negotiated contractual fulfillment services for promotional and wearable products.

• Merchandised and negotiated with vendors and customers on selection price and delivery of goods

• Produced and interpreted reporting for feed back to fulfillment customers and internal executive team on operational and sales performance

• Sourced uniforms and promotional goods for uniform programs.

• Placed purchase orders and completed all buying to the vendors directly for product

Assisted in special order processing and projects to meet the needs of customers inside and out of my account management position.

1999-2001 Pete’s Corporation Erie, KS

Area Supervisor

• Supervise 13 retail convenient stores in tri-state area and managed up to 70 employees. Lead in company buy outs and trained all new stores on company compliances and procedures.

• Worked with all company acquisitions to assist in implementing company policy, systems, and processes.

• Assisted in new purchase and set up strategies for point of sale purchases

• Processed reporting and implemented new merchandising lay outs to increase store sales.

• Negotiate contracts with vendors for rebate programs. Processed deposits and audited stores.

• Maintain a 2% shrink in inventory.

1996–1999 Cal-tana Investments Pittsburg, KS

Area Supervisor/Office Manager

• Create A/P and A/R procedures and all office reporting while managing up to 30 employees implemented Human Recourses, EEOC, and OSHA for each retail location.

• Maintained compliance with all licensing and certificate programs required by state, federal, and local agencies.

• Coordinated acquisition of new location purchases as well as training of new policies and procedures to all new staff. Processed deposits and auditing of all store accounting.

EDUCATION

Kansas State University (DCP) Manhattan, KS

Bachelors: Business Administration Major in Business Minor in Marketing

AWARDS:

Manager of the Year 2002 Zouire Marketing

Kansas State University Outstanding Distance Learning Student 2005

PCI Midwestern Outstanding Leadership Award 2007

References:

David Churchman 10+yrs

Managing Partner

Mercury Consulting LLC

913-***-****