Cindy Pierce Email and Phone Number

• Managed 14 direct reports for both domestic & international business. • Developed and supervised daily work activities to ensure productivity and quality metrics are met.• Analyzed metrics of phone calls, emails & order entry. • Traveled to the plant in Mexico & TN to implement procedures. • Worked closely with engineering and Department heads on service levels for all equipment. • Established & maintained processes and relationships with customers and Sales persons. • Served as primary point of contact for staff and resolve complex issues across all functional areas.

• Coordinated and set up 4 to 5 major trade shows a year, plus spring and fall Buying Group conferences. • Worked directly with engineering to rationalize all brands and configure charbroilers for easier purchase order entry and manufacturing. • Coordinated all pricing and spec information within Auto Quotes, Product Guide and Epicor. • Researched pricing for competitive pricing with all major competitors in all our categories. • Corrected & updated all spec sheets for APW, Bakers Pride & Tri-Star• Maintained all brochures, spec sheets, contracts & training manuals for company & customer use. • Researched & created competitor comparisons for charbroilers, convection ovens, deck ovens and ranges. • Maintained MAP Pricing and implemented new procedures which brought MAP violations down to an 86% reduction. • Maintained & distributed Marketing funds to dealers & buying groups for Marketing Allowance. • Coordinated training for buying & Rep groups in our Culinary Center. • Managed all equipment & inventory for Culinary Center.• Managed color copier for this location. Toner, paper and service calls.• Go to person for everything Bakers Pride. Specs, orders entered correctly, and options and what they do for all units.

Manage Tri-Star and Baker’s Pride divisions with leadership oversight for team of four customer service reps. Assist with interviewing/hiring process, train and develop team, and monitor day-to-day performance to deliver quality customer service with major accounts. Respond to and resolve customer problems and escalated calls including but not limited to: orders, billing, shipping, damage, return authorizations, and credit issues. • Trained for 3 weeks in NY with the closing Bakers Pride customer service team. Took the place of 3 full time customer service reps once back in Dallas. • Promoted to Customer Service Lead with 2 reps working with me, within 6 months of starting position and earned star performer award. • When Tri-Star was purchased it was given to our group & we entered orders, emails, calls, RMA’s for both Tri-Star & Bakers Pride. • Trained new hires on product knowledge, software, and company policies and procedures

• Handled inbound customer calls for Baker’s Pride division. Processed orders, performed data entry to meet productivity goals, and handled troubleshooting to resolve customer inquiries and issues. • Promoted to newly created position in Dallas that replaced team of four in New York headquarters office with recognition for successfully taking on challenging role.• Developed first training manual for Baker’s Pride division and trained/retrained staff on product knowledge, processes, and Symix Software system that played major role in improving department. • Member of 5-person Shipping Task force with management team that reviewed process improvements.• Received “Super Star Customer Service” award for outstanding performance, first quarter 2012. • Consistently receive high number of e-mail commendations from customers for “willingness to go extra mile” in resolving diverse issues with diplomacy and professionalism.

Customer Service / Marketing Coordinator, 2004 - 2009Managed Gift Card Program at corporate office four company brands. Processed and activated phone and Internet gift cards for B2C market and assisted with B2B gift card sales program. Researched and booked entries for inactive redeemed cards. Assisted company unit managers and franchise units with monthly and ad hoc reporting and investigating fraudulent gift card transactions. Cindy Pierce, Page 2 Specific Highlights and Accomplishments:• Saved company $90,000 – over three-year period – by researching, investigating, and identifying credit card fraud from orders on website. • Served as primary liaison with Accounting Department for gift card reconciliation process. • Reorganized daily backup system and identified problems that improved department efficiency. • Trained two new hires and temporary staff on gift card program and policies and procedures. ► “Solid performer who is attentive to details, responsive, yet cool under pressure, and willing to challenge status quo to improve experience of customers”…Senior Marketing Manager testimony.

Supported eatZi’s Market & Bakery brand for four units focusing on menu, ingredient, and gift card program. Specific Highlights and Accomplishments:• Edited copy for menus, event flyers, and marketing displays using MS Word. • Developed detailed ingredient labels for packaged food products sold in stores. • Maintained menus and recipes for company-wide catering system in Windows-based program. • Formulated and provided menu information, marketing displays, and new signage for executive chefs.• Developed and distributed holiday operations catalogue for 30 chefs.• Sourced, identified, and selected new vendors for supply and equipment purchases.• Managed gift card program for eatZi’s brand with similar responsibilities as above. Transferred to Brinker International corporate office following sale of eatZi’s brand in 2004.

Printing company specializing in printed forms for banking industryAccount Service Manager Serviced accounts in San Antonio, DFW, and Abilene region. Built and maintained relationships with community banks, resolved hand-over issues from outside sales team, and advised clients on most economical and productive methods to produce paper documents. Managed/controlled inventory levels. Specific Highlights and Accomplishments: • Implemented new Expense Management program in DFW, Abilene, and San Antonio markets that provided significant cost savings for customers. • Advised clients on form designs that maximized efficiency and minimized production costs. • Served as Purchasing / Distribution Coordinator from order entry to delivery while quickly resolving wide range of customer problems and issues.