Lee Ann Vasquez Email and Phone Number

- SOP creation, training and follow-through of nutritional ingredients, packaging, new product/item set up, and product nutritional benefits.- Evaluating team performances, identifying and closing gaps with consistent mentoring/monitoring. - Supply chain management: - Daily reporting of finished goods and nutritional ingredients (Domestic and international) arriving to port and from domestic production calendar to compare with current inventory in i-3PL’s, Lineage Warehouses and internal warehouses. - Weeks on hand of inventory and finished good inventory transfers maintaining specified weeks of inventory per customer weekly ordering pattern.- Monthly/Weekly reporting: Inventory by warehouse, shortage reports by customer, by warehouse (percentages and dollars) with CAPA to ensure replenishment of finished goods and back orders ensuring forecasted sales are met prior to months end.- Order entry and follow through via True Commerce EDI, SAGE X3 ERP System and Wal-Mart Retail Link (OMS, NOVA, Appointment Scheduler 2.0) as well as report generating and sales trend tracking. - Best in-class customer service and complaint handling with gold standard quality customer service with direct customer, broker and interdepartmental communications through a variety of channels (Web/social media, email, phone).

- Top-Tier, best in-class customer service as well as consumer affairs with gold standard quality service. - - Creation and adherence of SOPs, de-escalation processes for all communications from both Customer Service & Consumer Affairs issues. - Monthly/Weekly reporting: Customer Service Monthly Update, Access, NAV, 123 FormBuilder, WIX. - Consumer Affairs Monthly Update with weekly trend reporting. Delivery Change Report (NAV). - Shortage Report (Access), Fill Rates, Deduction Report, SLOB Report, Warehouse Inventory Reporting, - Monitoring/mentoring of customer service team ensuring continuous flow of innovation & best practices. Quarterly P&DR (Performance & Development Reviews) with SMART objectives & proven results of KPI & performance gaps. - Order Processing (via UpNet, NAV and Access): Filling/filing orders EDI/non-EDI, Manage inventory levels at cold storage. - Communicating shortages to brokers/buyers. Manage delivery date changes. Manage gross order weight minimums are adhered to. Manage Shipment Tracker with 100% data accuracy for bill vendor/carrier back for discrepancies. Creation and management of transfers. - Daily reports (Daily Sales Report, Open Order Report). Retail Link – Wal-Mart, OMS, OTIF Scorecard, SWAS Report, - Order Processing, PO Create, PO Line Edit, PO Header Edit, PO Status. - Logistics: Manifest creation/editing, Scheduling of carriers, Delivery (Changes, updates and revisions), Carrier Exceptions (communication and updates to brokers and customers with efficiency and successful care). Maintenance of LTL Shipping Schedule with strict customer adherence. Daily Shipment Tracker updating with monthly reporting. - Accounting: Deductions, Disputes, ACH Wire, Transfers, requests of BOL for sales orders. POD requests. Weekly tracking with monthly reporting. Quality Assurance & Quality Control: Consumer complaint investigation at the plant level. Root Cause Analysis and CAPA.

- Assisted in creation of SOP and training manual with innovative processes to communicate product nutritional facts to consumer of private labeled and company products. (By streamlining processes and closing performance gaps which proved a cost saving along with closing of consumer complaints vs tendering to insurance). - Identification of trends and insights, providing early alerts to corresponding departments with follow up and resolution. Utilize strong analytical ability to evaluate end-to-end customer experience across multiple channels and customer touch points.- Safeguard the consumer relationship with the company and adhere to consumer care standards and protocols to ensure consistent, effective, and efficient operations with external call center vendor(s) in all social care interactions.- Primary point of contact internally and with vendors and cross functioning with other departments (Legal & Claims/Risk Management Team, Quality Assurance, R&D, Compliance, Engineering, Sales Team, Corporate QA Lab, Talent Development Team, Intern team). - Identify process improvement opportunities and recommend solutions to improve contact handling procedures to help program efficiency while ensuring consumer satisfaction.- Handle Consumer interactions in a timely and professional manner. Utilize technology to create and retain consumer data and records. Ensure all relative data, emails, and forms are attached to the individual complaint in Wilke. - Provide QA Alerts for Food Safety issues to QA Manager, Corp Lab and production locations to ensure root cause investigations or evaluations. Report performance of all listening interactions and assess against goals (KPIs). Responsible for developing best practices.

- Daily collections of sub-prime repayments on delinquencies (10-20-30+ days) in conjunction with customer service duties.- Customer complaint resolution in one call by reviewing, documenting and presenting a solution. - Assessment of ongoing procedures that offer cost-effective solutions to call center metrics for individual representative performance and production. - Customer retention. Effectively explain company policies. Clerical tasks, Excel, Word, Outlook, DayBreak. - Effectively assist customers with general account issues such as scheduled future payments, extensions, due date changes, titles questions/requests, repossessions, voluntary surrenders. - Offer and set up customers with products such as ACH (automatic payment withdrawal), Steady pay, Roadside Assistance, GAP Coverage, Online account.

- Overseeing activities of customer service representatives, developing customer service policies, resolving customer issues, weekly status and inventory reports to upper management. - Inputting customer data into system. Credit /debit card payments, handle sensitive customer information.- Clerical duties (filing, faxing, emailing), reports, open/close, key holder, Word, Excel, Outlook.

- Initiate daily manager meetings with a focus of the day’s prior performance as well as daily game plan to ensure call metrics and KPI’s along with goal setting are understood and met.- Ensure proper price guidelines are being followed by being in communication with the client on weekly conference calls.- Ensure team meets daily quotas by formulating a daily game plan that is campaign specific and taking into consideration lead count as well as dispositions from the prior days calling (i.e. calculating the number of closed disposition calls to verify the number of active leads still in the database and how it relates to the number of reps that will be calling on that specific campaign). - Tracking individual rep performance on a hourly basis by using a metric calculation known as SPH (Sales Per Hour), CPS (Cost Per Sale), and CPRGU (Cost Per Regular Generating Unit). - Ensure sales associates are using proper sales techniques by live monitoring and listening to recorded calls daily. - Resolution of employee conflict, hiring, interviewing, termination and professional training to get new sales team members ready to sell.- Tele sales and Customer Service, resolve customer complaints/issues. - Script writing and proof reading. - Successfully manage 30-50 reps per campaign with a total of 11 campaigns. - Word, Excel, Outlook.