Crystal Wise
Trinity,NC
Summary
Resourceful Vice President with over 25 years of results-oriented experience in business intelligence and operations management. Culturally-sensitive and ethical professional with demonstrated success in developing and implementing optimized solutions. Versatile leader recognized for driving results in collaborative, inclusive manner.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Vice President, Customer Service
Kontoor Brands, Inc
Greensboro, NC
08.2022 - Current
- Managed team of 100+ including in office and remote employees.
- Collaborated with executive team members on major company-wide initiatives.
- Formulated department procedures that improved operational efficiency and productivity.
- Created and executed offshore hybrid business model for Consumer Relations. Transitioned to offshore Call center agents and onshore project and escalation team.
- Delivered process improvement procedures that resulted in cost savings in customer VAS.
- Maintained relationships with Supply Chain stakeholders by attending Forecast, Sales, and Distribution meetings, to stay up to date on upcoming initiatives.
- Cultivated a culture of collaboration among department heads to facilitate cross-functional project execution.
- Established performance standards for staff members in order to drive productivity levels up.
- Identified and established KPIs to improve team efficiencies and sales strategies.
- Managed Vendor Managed Inventory (VMI) team through new ERP system resulting in new process creation.
Director, Customer Service
Kontoor Brands, Inc
Greensboro, NC, NC
07.2021 - 07.2022
- Led Customer Service team for top key accounts with $1.5B in annual shipments.
- Supported entire Customer Service organization through implementation and stabilization of new ERP system and new processes.
- Cultivated and maintained relationships to promote positive work culture.
- Guided and motivated staff to drive maximum performance.
SAP Project Lead, Order to Cash
Kontoor Brands, Inc
Greensboro, NC, NC
06.2019 - 07.2021
- Successfully led OTC business requirements for a monumental and rapid 18 month Global ERP implementation that included migration from over 500 applications to 200+ applications.
- Evaluated processes used by the organization in order to identify critical functionality needed for "out of the box" implementation with minimal customization.
- Managed multiple concurrent projects from initiation through closure phases.
- Communicated with stakeholders throughout the life cycle of projects.
- Identified, tracked and resolved critical path issues.
- Facilitated communication among cross-functional teams in order to achieve deliverables on time.
- Set forth contingency plans and monitored progress and risks of various projects.
- Prepared training material and led training for end-users globally on new system both before and after implementation.
Director, Customer Service
VF Jeanswear
Greensboro, NC
06.2010 - 06.2019
- Consistently managed team to meet 95% on time shipping goal.
- Developed and presented new ideas and conceptualized new approaches and solutions.
- Identified opportunities for improvement in operational performance metrics.
- Developed monthly shipping meetings to align with Distribution and supply chain on KPI's and upcoming programs.
- Created team shared documentation portal.
- Attended annual Sales Meetings
- Supported DC WMS system change to PKMS ( now known as WMI)
Supervisor, Call Center
VF Jeanswear
Greensboro, NC
06.2008 - 06.2010
- Directed and supervised team of 20 employees in daily operations.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Provided ongoing training to address staff needs.
- Established and enforced clear goals to keep employees working collaboratively.
- Maintained operating schedules to provide effective coverage for key areas and achieve objectives.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
Order Coverage
VF Jeanswear
Greensboro, NC
06.2004 - 06.2008
- Developed and maintained Customer Timelines to monitor order status and address future issues.
- Chaired seasonal status meetings.
- Worked with leadership and IT to develop process for first direct to consumer model.
- Collaborated with cross functional teams on projects and team meetings.
Customer Service
VF Jeanswear
Greensboro, NC
06.2001 - 06.2003
- Managed key customer order flow including entering contract committments, manual orders, EDI orders, customer VAS requirements.
- Worked with Order Coverage on service issues and communicated issues to Sales.
- Released orders daily to Distribution Center timely to enable on time shipping.
Call Center
VF Jeanswear
Greensboro, NC
10.1997 - 12.1998
- Provided customers contacting call center with exceptional service and support.
- Entered orders and answered product or order inquiries.
- Stayed familiar with new products to support customer questions.
Receptionist
Whitesill
Thomasville, NC
01.1996 - 10.1997
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Scheduled and confirmed appointments.
- Greeted visitors and provided them with assistance.
Receptionist
Shope and Burton Law Offices
Greensboro, IN
01.1995 - 01.1996
- Scheduled appointments for clients, customers, and other visitors.
- Prepared transcribed legal documents.
- Filed documents at local courthouse.
- Assisted attorney's and paralegal's in all clerical needs.
Education
Associate of Arts - Business Administration
University of Phoenix
Tempe, AZ06-2010
Skills
- Customer Service
- Operations Management
- Process Improvement
- Results-Driven
- Complex Problem-Solving
- Team Leadership
- Coaching and Mentoring
- Relationship Building
- Training and Mentoring
- Staff Development
Certification
- CSCP, Certified Supply Chain Professional since 2016
Affiliations
- ERG leader, KNEW, Kontoor New and Emerging Women.
Timeline
Vice President, Customer Service
Kontoor Brands, Inc
08.2022 - Current
Director, Customer Service
Kontoor Brands, Inc
07.2021 - 07.2022
SAP Project Lead, Order to Cash
Kontoor Brands, Inc
06.2019 - 07.2021
Director, Customer Service
VF Jeanswear
06.2010 - 06.2019
Supervisor, Call Center
VF Jeanswear
06.2008 - 06.2010
Order Coverage
VF Jeanswear
06.2004 - 06.2008
Customer Service
VF Jeanswear
06.2001 - 06.2003
Call Center
VF Jeanswear
10.1997 - 12.1998
Receptionist
Whitesill
01.1996 - 10.1997
Receptionist
Shope and Burton Law Offices
01.1995 - 01.1996
Associate of Arts - Business Administration
University of Phoenix
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