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Organizational Leadership ~ Supply Chain / Logistics ~ Customer Service Management
Strategic Planning ~ Team-Building & Staff Training ~ Cost Savings & Process Improvements
Bilingual (English and French) with proficiency in all aspects of logistics, supply chain management, safety compliance, quality control, financial administration, accounts receivable, and customer service.
Extremely well-versed in Incoterms (international commerce terms), global import and export regulations, freight quoting, and preparing all types of documentation for overseas shipping.
Hands-on, methodical, and analytical executive highly regarded for talents in mentoring, training, coaching, personnel leadership, rapport-building, and cultivating cross-functional collaborations.
Extremely well-versed in placating frustrated customers and transforming discontent to peak levels of satisfaction.
Proactively evaluate existing processes, systems and procedures to identify vulnerabilities and shortcomings, and rapidly implement solutions that streamline and enhance operations.
Consummate strengths in strategic planning, and defining KPIs to bolster organizational performance and regulatory compliance.
Championed efforts at Evonik Industries to slash accounts receivables average days delinquency from 57 days to three.
Successfully transitioned Evonik s customer service desk from Canada to USA.
Won major accounts from Evonik s competitors by tactfully resolving customer complaints in order to achieve exceptional levels of satisfaction.
Played a pivotal role in increasing overall efficiency at BASF through implementation and training of new CRM software.
Accelerated staff competency and subsequent customer satisfaction by structuring training resources for new hires.
Enriched customer service delivery by expanding BASF s order fulfillment business unit.
Heightened higher call center standards at Vital Signs/GE Healthcare by revamping employee performance scorecards.
Introduced new electronic forecasting system at Vital Signs/GE to aid customers in more accurately forecasting production.
Azelis Group North America, Carlstadt, NJ, 2015 to Present
Senior CSR Specialist / Supply Chain
Provide first-rate supply chain and logistic support to external and internal customers to ensure seamless order processing and delivery of specialty chemicals.
Coordinate all shipping transactions and closely partner with regulatory department to enforce adherence to FDA, OSHA, and EPA criteria.
Prepare critical documentation for custom clearance overseas according to each country s regulations.
Educate suppliers and customers in products and alternatives, assist Sales in conducting outgoing service calls, and join forces with Operations to swiftly rectify issues related to insufficient supply.
Professional Experience continued Yyyyyy x. yyyyyy Page 2 of 2
Evonik Industries, Parsippany, NJ, 2010 to 2014
Senior CSR Specialist / Assistant Manager / Accounts Receivable Analyst
Spearheaded customer service and satisfaction initiatives and programs to facilitate efficient and compliant distribution of special chemicals.
Meticulously completed import, export, and customs clearance documentation and process for products.
Implemented customer order management systems and procedures to optimize service levels and motivated peers in realizing outstanding performance.
Coached, trained, evaluated, and co-managed team of six.
Evaluated customers needs and partnered with sales reps and management to approve adjustments as appropriate.
Processed all customer orders, monitored accounts, maintained account master data in SAP, and collected on past due accounts.
Negotiated dates when necessary to accommodate prompt delivery of product to customers.
Actively participated in beeper/Degascan rotation to provide 24/7 emergency order service for all US locations.
BASF, Florham Park, NJ, 2003 to 2010
Senior Supply Chain Representative Import/Export
Delivered top-quality support to customers via order placement, follow up, and responding to product inquiries in SAP.
Proactively interfaced with cross-functional personnel including dispatch and shipping representatives to meet precise customer needs.
Compiled paperwork for custom clearance overseas in alignment with each country s requirements.
Crafted informative and compelling presentations for customers to win or retain business, vital to meeting BASF revenue targets.
Orchestrated customer events and distributed holiday and congratulatory correspondence to foster and nurture attentive business relationships.
Contributed to assembling product registration documents for Health Ministry of foreign countries.
Administered and continually updated export database containing key product and customer information.
Vital Signs Inc.; GE Healthcare, Totowa, NJ, 1999 to 2003
Import & Export Manager
Governed full-scope department operations including financial management, operations, and logistics associated with donor/sponsor-supported international public health programs.
Trained, coached, mentored, and managed team of 22 in delivering superlative customer service and support throughout order process.
Completed overseas custom clearance documentation and product registration for Health Ministry of foreign countries.
Interfaced with all company departments to consistently meet or surpass goals for customer satisfaction.
Cooperated with sales team to cultivate and maintain excellent relationships with key customers and suppliers.
Closely monitored KPIs to identify areas requiring improvement and participated in corrective action where applicable.
Doctorate of Management in Organizational Leadership (expected 2018), University of Phoenix, Tempe, AZ
Master s Degree, Administrative Science, Farleigh Dickinson University, Teaneck, NJ, 2013
Bachelor s Degree in Business, Farleigh Dickinson University, Teaneck, NJ, 2011
Microsoft Office (Outlook, Word, Excel, PowerPoint, Access), Lotus Notes, SAP, PeopleSoft,
JD Edwards, DataOnline, Chempax CRM, Citrix, Adobe, AS400
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HIRING AGENT NAME
I am currently seeking a challenging career opportunity in a (INSERT JOB TITLE) capacity and am submitting my resume for your review. In advance, thank you for your time and consideration.
As indicated in the accompanying resume, I bring to you an outstanding background in global import and export operations, significant experience in shipping and handling customs clearances, and well-developed expertise in continuous improvement, team leadership, and high-level customer service. My extensive experience in facilitating rigorous adherence to quality, safety, and regulatory criteria will unquestionably prove to be an immediate asset to your company as well as to your customer base. To complement these qualifications, I offer an excellent blend of negotiating, influencing, financial, and forecasting skills which are vital as a (INSERT TARGET POSITION).
As an influential addition to your leadership team, you will find that I am remarkably positioned to guide (INSERT NAME OF COMPANY) in not only attaining, but exceeding its goals. I am eager to discuss how my qualifications uniquely match your current and future needs, and look forward to interviewing with you in the near future.
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