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DIANE HELM

Overland Park Kansas 66215 www.linkedin.com/in/dianahelm/ ddiana101@everestkc.net 913 562-7200

Accomplished Customer Service Manager With a Strong Background in Claims and Logistics
Customer Service and Logistics Manager with experience in claims, manufacturing inventory, distribution and business management. An acknowledged leader who excels at building relationships with clients and team members. Highly organized manager and coach; able to quickly access needs and provide tools to resolve difficulties, enhance learning and improve performance. Extremely effective at developing processes /procedures and training personnel for newly developed departments and acquired companies.

PROFESSIONAL EXPERIENCE
GAF BUILDING MATERIALS, Lenexa, KS North Americas largest manufacturer of commercial and residential roofing products 2010 2013

Logistics Manager Recommended and obtained optimal transportation modes, routing, and frequency. Created policies or procedures for logistics activities. Trained shipping/receiving department personnel in roles or responsibilities regarding logistics strategies. Maintained metrics, reports, process documentation, MSDAs, customer service logs, training and safety records. Hired, trained, and terminated shipping/receiving personnel. Reorganized warehouse to store new products, reducing picking time by twenty five percent Developed key logistic plans including peak staffing and dispatching to meet customer demands, resulting in 99% of on time shipments Monitored equipment and facility to ensure that all safety regulations were met. As a result, achieved zero incidents over a five year time span. Recognized for strong leadership skills through promotions over eight year time span

ELK COMPOSITES, Lenexa, KS Purchased by GAF Building Materials in 2010

2004 - 2010

Simultaneously performed the following three roles and continued these responsibilities while employed at GAF: Distribution Manger (2008 2010) Managed warehouse operations including 100,000 square feet of space containing 500+ SKUs . Handled incoming raw materials, ascertained freight to be placed on shipments, shipped finished products. Performed monthly cycle counts and conducted year-end physical inventory valued at $1.5+ million. Successfully created and implemented procedures that resulted in less than .5 inventory variance. Effectively trained personnel, gained through an acquisition, in the following areas: distribution, customer service and warranty claims. Created process to monitor and replenish inventory resulting in a 63% decrease in backorders. Warranty Claim Manager (2005 2011) Oversight of issuing, acceptance and sign-off of warranty claims. Direct management of Warranty Claims personnel. Produced reports as required for senior management and for departmental use. Successfully reduced department cost by fifty three percent Decreased open claims from 300+ to 53 within a 3 month time span Created review process which decreased the life of a claim by 75%

Customer Service Supervisor (2004 2005) Handled major incidents that cannot be resolved by agents. Hired, trained, and terminated customer service agents. Resolved complaints and order issues. Oversaw product exchanges and returns. Isolated and identified areas of improvement. Designed and implemented procedures which reduced call time by 45%. Played a critical role in managing GAFs composite decking operations developed and managed high performance customer service Facilitated workshops on effective communications and product specific knowledge. BUSHNELL, Overland Park Kansas 2000-2003 Industry leader in high-performance sports optics for over 60 years and boasts leading market share in all of the sports optics categories) Customer Service Supervisor Launched new customer service department and order entry program upon acquisition of the eyewear products division. Recruited, trained, monitored and evaluated a staff of 15 professionals. Provided quality service to 1000+ accounts and sales representatives . .Developed company-wide customer service training program designed to integrate knowledge base across all corporate product lines...program resulted in a 98% success rate for problem resolution without elevation to higher management. Successfully built strong work teams through creative motivation and recognition programs. Spearheaded development of Bushnell Eyewear Customer Service Center

EDUCATION / TRAINING UMKC Kansas City, MO Rockhurst University Kansas City, MO