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Driven, focused, and hard-working Strategic Leader with 20+ years of experience and a proven ability to lead others and oversee daily operations within fast-paced environments. Experienced in managing cross-functional teams, overseeing key account operations, diffusing escalated customer service situations, and coaching/training staff members. Highly adept in improving operational efficiency levels in addition to maintaining strong communication with co-workers, staff, customers, and members of executive management.

Operations Management Training/Mentoring Employees Staff Development Policy Development

Workflow Management Financial Management Sales Cycle Management Customer Retention

Process Improvement Oral/Written Communication Order Fulfillment Demand Planning

  Direct day to day logistics within a fast-paced environment with a focus on increasing productivity and efficiency levels

  Play a lead role in account management, order fulfillment, and customer service for key clients such as Wal-Mart, Best Buy, Jaacx, GB Micro, Marshalls, and TJ Maxx

  Generate PO tracking reports for weekly shipments which ensures timely delivery for clients in addition to assisting clients with shipment inquiries

  Ensure optimal performance through effective collaboration with cross-functional departments and stakeholders; includes internal Credit/Finance, Demand Planning, Sales, external customers and third-party warehouse vendors

  Coordinated sales logistics within the organization which included overseeing key client accounts, order fulfillment, and customer service

  Participated in cross-functional team meetings on a daily basis, provided guidance related to carrier and load enhancement, and identified customer needs

  Devised work schedules and calculated load optimization along with reviewing and solving operational issues and upcoming roadblocks

  Oversaw call center logistics within a large call center with an annual budget of over $2.5MM and over 100 call center Agents

  Reviewed and analyzed customer net promoter surveys, performed root cause analysis, and increased overall satisfaction by over 70% through the completion of improvement projects

  Successfully saved over $775K annually through the design and implementation of a CRM tool within the call center

  Played a lead role in negotiating logistics related to opening a new call center location and provided training to new call center team members

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Digital Blue, Marietta, GA 2008-2010

  Managed inside sales and account management tasks within the organization which included provided support to Account Representatives and handling supply chain logistics for all clients

  Acted as a Retail Link Administrator which required troubleshooting an e-commerce system and overseeing order flow/fulfillment

  Supported domestic customer accounts, worked closely with internal sales team, improved current business processes, and provided customers with pricing/product information

  Participated in monthly business review meetings which improved retailer relationships, monitored individual performance metrics, and handled vendor performance issues

Philips Consumer Electronics, Atlanta, GA 1984-2008

  Directed customer service operations which included devising strategies aimed at increasing customer revenues, exceeding quotas, and building long-term relationships with key clients within the territory

  Held a leadership role which required supervising customer service logistics for all Wal-Mart stores which was the organization s largest client

  Provided training and individualized mentorship to Customer Service Representatives in regard to a new forecasting system

  Awarded the Key Employee Award due to redeveloping an end-user training program with a more user-friendly format which resulted in an increased ability to utilize the system

Additional Experience with Phillips Consumer Electronics Include: Logistics Operations Manager, Logistics Account Manager, National Account Administrator, and Customer Service