• Manage a team of (5) customer service agents, (1) expeditor inventory management, and (1) records and claims management associates. • Lead with discussions to set team goals and meet with employees individually to assess individual performance.• Achieve and exceed North America key performance indicators:o Exceed at least 97 percent first contact resolution in less than 2 Hourso Achieve 100 percent first contact resolution in less than 6 Hourso Achieve 0.5 percent or less abandoned callso Acknowledge 100 percent of the e-mails within 1 hour• Provide leadership and direction for the Customer Service team.o Standard works created for all reporting handled by department.o Cross-train all associates.o Implement continuous improvement ideas to support achievement of targets.o Improved moral and attendance issues helping to create a healthy environment.• Trusted leader who is outgoing, enthusiastic, and genuine that built strong relationships with each team member to encourage personal success.• Intervene in scenarios where a customer’s situation has escalated, and provide creative solutions to mediate conflict and rebuild trust and brand loyalty.• Oversaw new-hire trainings to instruct customer service associates on expected behavior, safety protocols, and organizational standards.

• Interface with vendors and forecast material integrity.• Analyze changing material demand patterns.• Plan materials to attain company metrics: inventory, turns and value.• Coordinate with operations, engineering, and purchasing to attain production goals.• Resolve capacity issues by prioritized scheduling and suggestions.• Analyze SAP generated forecasts on reasonableness and accuracy.• Review and interpret bills of materials (BOMS).• Interpret and set up reorder point items.

• Monitor and optimize supply plans to maximize value through a focus on asset optimization, logistics costs, inventory control and product transition minimization.• Monitor key S&OP metrics.• Assist in development of logistics requirements.• Identify, recommend and/or manage forecast adjustment.• Identify and support inventory optimization opportunities.• Recommend supply chain solutions in a clear, concise and effective manner to Leadership.• Prepare requisitions and analyze specifications to determine required quantities and delivery dates.

•Responsible for performing transportation cost analysis that resulted in increased efficiency, streamlined processes, and improved overall on-time delivery.•Optimized process improvement using lean practices in order to attain continuous improvements.•Managed daily activities of air, ocean, and road shipments by planning appropriate routes for optimized cost, transit time, and security.•Planned distribution of shipping hazardous chemicals globally as per IMDG / IATA rules and regulations.•Proactively control distribution efficiencies by communicating with supply chain planning, operations, customer service, and warehouse groups.•Certified in dangerous good shipments.•Managed and prepare all air and ocean international documentation that complies with international trade rules and regulations including letters of credit.•Proficient computer skills in SAP, Microsoft Word, Excel, and Power Point.

•Managed the needs and requirements of assigned high million dollar portfolio through extensive needs analysis.•Managed customer expectations with instruction, direction, and developed follow-up procedures as needed for over 300 accounts.•Communicated with five manufacturing plants daily to coordinate, plan, and implement production and meet customer demands.•Trained and mentored new customer service representatives and associates.•Managed international customers and developed order processes that helped streamline improvements and efficiencies.

•Recruited by GTS because of extensive product knowledge in specialty gases.•Administered technical support as a product specialist to my assigned customer portfolio and interfaced between in-house technical teams and end users.•Lead investigations and coordinated with lab and plant managers on returned materials; sought resolution; reported recommendations.•Innovated in meeting the challenge of the E-ordering system installed for GTS customer, DuPont. Trained DuPont employees on how to use the operating system. •Coordinated with inside sales and wrote proposals for key clients.•Initiated a capabilities chart for specialized gases that was beneficial in helping customer service understand the capabilities of GTS products, vendor products, and services.•Outstanding report in quality of work resulting in 100% accuracy of orders placed.•Managed specialized gas inventory for 16 GTS locations.

•Product Specialist that provides technical support to high-end specialty gas customers and distributors.•Trained colleagues about specialized gases•Instructed colleagues on how to develop strong customer relations.•Exceeded team goals monthly to earn quarterly bonuses.•Proficient in return materials (RMA), which included finding corrective actions and informing customer of the findings.•Nominated for outstanding customer service award.•Key in saving a multimillion dollar distributor by implementing a delivery system that saved the customer thousands in delivery charges.•Gathered relevant information and considered consequences when researching outside sources.•Key in the development and training when company implemented the use of SAP.•Worked 2+ years in contract administration specializing in distributor container management. Worked with 6 area distributor sales managers (DSM) and over 20 outside sales reps.

·Managed 10 employees and two locations.·Researched and implemented new production schedule that merged the work from both locations into a user-friendly schedule that resulted in quicker turn around time.·Researched and assisted in the development and training of new electronic pre-press equipment.·Designed promotional materials to increase sales.·Experienced in all aspects of bindery, including folding, collating, numbering, perfing, and scoring.·Also acted at Graphic Designer specializing in 4-color design.·In charge of all outside sales and personally meeting customers weekly.