Susanna Fraser
Director of Operations
Summary
ACCOMPLISHMENTS
Cloud Based ERP System Migration
- Selected by senior management as a team leader
- Participated in ERP system selection and conversion
- Responsible for Operations, Client Services, Sales, CRM, Case Management modules
- Developed acceptance testing procedures and issue management protocols
- Managed vendors and subcontractors and integration requirements
- Envisioned and implemented new processes to leverage new capabilitiesRevitalized Warehouse Operations
- Developed process maps for warehouse operations to identify bottlenecks
- Interviewed staff and developed a new structure with new job descriptions andincentive programs with mobility to other positions
- Engineered optimized packaging process to reduce shipping damage, reduce shippingcosts, provide accurate asset tracking and simplify deployment of products
- Negotiated a 14-22% decrease in shipping costs through an RFI process with multiplecarriers; annual savings of $77,000 to $121,000 across various delivery options
- Developed pick/pack/ship process with integration of 4 vendor products resulting in a12% improvement in scheduling, processing and shipping of daily orders
- Developed operational processes to simplify cycle counts, reduce distance between commonly picked inventory items and improve turnaround time for inbound freightProject Management
- Managed client SOW’s requiring logistics, inventory management, serialized asset management, just-in-time delivery, chain-of-custody processes for sensitive and confidential data, scheduled pickup of displaced assets
- Developed logistics solutions using LTL freight depots to sort pallets and deliver truckload shipments to service centers to reduce freight costs and handling
- Managed project with over 60,000 assets shipped to over 1,400 locations JIT and return of over 40,000 assets to be sorted, redeployed, remarketed or recycled; managed all shipping, changes, reporting and billing
- Software Development liaison for new eCommerce, CRM and repair order system Restructured Client Services
- Eliminated turnover by 90% through job enrichment and training
- Socialized the value of client services throughout the company
- Analyzed department functions and collaborated with staff to streamline functionsand empower employees to make decisions
- Redesigned job descriptions and created career paths for advancement
- Increased productivity throughput by 14% avoiding additional FTE
CORE COMPETENCIES
• Process Engineering
• Detail Orientation
• Recognizing Potential
• Data Analytics
• Interpersonal Skills
• Development of Others
- Reporting
- LeadershipPERSONAL TRAITS
- Punctual, Reliable
- Pragmatic, Decisive
- Communicator
- Ability to Learn/Teach
- Results Oriented
- Willing to Work Late
- “Whatever it Takes”
- Embrace Challenges
- Vision for End State
- Change Catalyst
- Enjoy PeopleSKILLS
- Microsoft Office 365
- UPS/FedEx Systems
- Freight Quote Apps
- Acumatica/MAS ERP
- StarShip
Experience
Director of Operations
Benchmark Technology Group / Alpharetta, GA
CAREER EXPERIENCE
Benchmark Technology Group 2004 to September 2019 Alpharetta, GA 30004
I was fortunate to have had the opportunity to develop a rewarding career of 15 years at a company that was entrepreneurial in nature, fanatical about customer service, responsive and innovative in a highly competitive technical environment providing software, hardware and solutions to the finance industry. Today, Benchmark continues to support some of the largest financial institutions in the country and has a 25% market share in the banking industry. Over the years I earned promotions in recognition of my productivity, attention to details and passion for continuous improvements.
Director of Operations
Managed Warehouse Operations and Customer Service staff providing end-to-end responsibility and accountability from order entry through shipping. Interacted daily with sales, accounting, production planning and project management departments.
• Warehouse Operations
o Implemented new cloud-based ERP system that required every Operations process and procedure to be evaluated o Managed daily Warehouse Operations activities related to production management, repair returns, order
processing, receiving, inventory management, shipping and ensuring all transactions were properly posted in ERP o Trained employees on industry best practices, procedures, handling exceptions and documenting problems
o Ensured all employees completed safety training classes and observed published safety protocols.
• Customer Service
o Responsible for the accurate entry of all sales order to ensure on time shipment of committed orders
o Managed Call Center for inbound customer support calls; trained staff on proper call handling techniques o Resolved any order problems or accounting discrepancies and maintained metrics for all problems
• Software Development Liaison
o Participated in the development of new CRM system and eCommerce systems
o Developed ERP RFP requirements for warehouse, sales, repair and case management systems
Project Manager
- Developed SOW requirements and scope definitions in various logistics related projects
- Managed project schedules, resources and asset requirements
- Responsible for project cost management and accounting and preparation of project billing
- Developed cost models for shipping, logistics and warehouse operations related activities
- Provided all asset reporting and documentation for disposal of assets with recycling centers
Client Service Manager Customer Service Representative EDUCATION
Education
Kennesaw State University
Bachelor of Science / Management
Skills
