Karen Raynor
Plainsboro,NJ
Summary
Results-driven Chief Operating Officer drives performance improvements and leads strategic initiatives. Skilled manager of cross-departmental activities with adaptive communication of organizational objectives. Develops and executes innovative strategies for stimulating growth and service quality.
Overview
14
14
years of professional experience
Work History
Chief Operating Officer
Mid-States Packaging Inc
2019.01 - Current
- Manged and negotiated lease agreements for over 1 million sq ft of warehouse space throughout North/South East
- Lead, negotiated RFP for new WMS.
- Designed and built work order, billing, inventory management, supply management, sales order and warehouse picking modules, implement bar code system resulting in increased revenue of 25%.
- Increased revenue from $25 million to $52 million
- Increased EBITDA from $2 million to $10 million in a 2 year period.
- Expanded, restaffed in South East including opening a 100,000 sq ft building running efficiently, and at capacity within 30 days.
- Identified and pursued business development opportunities to grow organization and increase revenue.
- Monitored and analyzed industry trends to identify opportunities for organizational growth and competitiveness.
- Aligned organizational objectives with company mission to increase business growth and integrate work strategies.
- Identified and mitigated operational risks to minimize potential negative impacts on organization.
- Developed and implemented recommendations for service improvement.
- Established and maintained strong relationships with customers, vendors and strategic partners.
- Analyzed industry trends and tracked competitor activities to inform decision making.
- Shaped solutions and approaches by leveraging trends in customer marketplaces and industries.
General Manager of Operations
Mid-States Packaging Inc
2017.01 - 2019.01
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Established positive and effective communication among staff and organization leadership, reducing miscommunications, and missed deadlines.
- Improved productivity while reducing staffing and operational costs
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Customer Service/Office Manager
Mid-States Packaging Inc
2014.03 - 2017.01
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Established team priorities, maintained schedules and monitored performance.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Onboarded new employees with training and new hire documentation.
Customer Service Specialist
Trademark Plastics Corp
2009.07 - 2014.02
- Coordinated with over 32 3PL facilities to insure customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained and managed customer files and databases.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed customer service policies and procedures to meet and exceed industry service standards.
Education
Skills
- Operations Oversight
- Strategic Planning
- Planning and Execution
- Operations Management
- Risk Management
- Policy Development
- Contract Negotiation
- Cost Savings and Reduction
Timeline
Chief Operating Officer
Mid-States Packaging Inc
2019.01 - Current
General Manager of Operations
Mid-States Packaging Inc
2017.01 - 2019.01
Customer Service/Office Manager
Mid-States Packaging Inc
2014.03 - 2017.01
Customer Service Specialist
Trademark Plastics Corp
2009.07 - 2014.02
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