Marlene Castillo
National City,CA
Summary
At Whalen LLC, I spearheaded global supply chain optimizations, enhancing efficiency by 50% through strategic planning and cross-functional collaboration. My leadership not only improved team productivity but also fostered robust partnerships, leveraging my expertise in data analytics and talent development to drive business performance.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
22
22
years of professional experience
Work History
Senior Manager, Global Supply Chain & Contact Ctr.
Whalen LLC
04.2024 - 11.2024
- Collaborated with cross-functional teams to adopt new supply-chain technologies and track global product shipment and delivery.
- Developed cost-competitive technologies, processes, and products to guide and influence product development decisions.
- Developed and executed global supply chain strategies that boosted production readiness, stock availability, and product quality.
- Managed supply chain risk through flexible debt-payment solutions, cost reductions, and long-term supplier partnerships.
- Negotiated supply agreements and developed global sourcing strategies with defined cost savings, risk assessment, and mitigation plans.
- Coordinated supply orders to meet consumer demand and minimize costs of storing and transporting goods.
- Collaborated with internal teams to improve outputs to meet demand and supply requirements, ensuring inventory integrity targets for finished goods.
- Created and implemented comprehensive supply chain management strategies.
- Reduced inventory levels and improved supply chain visibility using strategic initiatives.
- Established inventory targets, stock level, and risk mitigation targets and managed flexibility strategy to optimize inventory.
- Managed availability of supplies from vendors by ensuring core items were on hand to keep inventory values low and consistently moving.
- Developed and implemented actionable improvements to increase inventory replenishment efficiency and reduce downtime.
- Provided supply chain guidance to team of 2 employees.
- Organized and maintained correct inventory levels to drive highest turns possible on inventory.
- Streamlined inventory management processes to reduce supply chain costs and improve efficiency.
- Devised and maintained an up-to-date database of supplier and vendor performance metrics.
- Executed appropriate budgetary plans to align with business forecasts.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Provided strong leadership to enhance team productivity and morale.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Oversaw daily operations of contact center including staffing, reporting and Key Performance Indicators
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
Manager, Global Supply Chain
Whalen LLC
09.2021 - 04.2024
- Fostered collaboration with Asian teams to align supply chain initiatives with local market dynamics, ensuring compliance with regional regulations and standards
- Managed end-to-end supply chain operations for Parts Supply for furniture manufacturer achieving a reduction in operations cost
- Develop and implement inventory management strategies that reduced excess stock by 50% and improved turnover rates
- Increased global supply chain efficiency and development by leading cross-functional teams and enabling supplier integration and management technology tools, upgrades.
- Consolidated supplier base while maintaining redundant sources of supply to reduce transit expenses and improve timely delivery.
- Managed availability of supplies from vendors by ensuring core items were on hand to keep inventory values low and consistently moving.
- Collaborated with cross-functional teams to adopt new supply-chain technologies and track global product shipment and delivery.
Contact Center Manager
Whalen LLC
01.2007 - 09.2021
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Supervised 12 Contact Center Agents in providing excellent customer service to callers requiring assistance for replacement parts and troubleshooting issues.
- Managed and coordinated all incoming communications, including calls, emails, and social media interactions, ensuring timely and effective responses.
- Developed and implemented strategies to enhance customer engagement across all channels, resulting in improved satisfaction and retention.
- Analyzed communication metrics to identify trends and opportunities for process improvements, driving efficiency in customer service operations.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Trained team members on performance metrics and consumer behavior identification.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Developed process controls and metrics for daily management of call center.
- Created team rotations to man center effectively during peak hours.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Assisted in recruiting, hiring and training of team members.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Reported issues to higher management with great detail.
- Reduced operational risks while organizing data to forecast performance trends.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Trained and guided team members to maintain high productivity and performance metrics.
- Identified issues within databases, performed troubleshooting and implemented effective solutions.
- Created and updated database designs and data models.
- Designed and implemented scalable applications for data extraction and analysis.
- Proved successful working within tight deadlines and a fast-paced environment.
Call Center Representative
Whalen LLC
07.2002 - 12.2006
- Cross-trained and provided backup support for organizational leadership.
- Investigated and resolved accounting, service and delivery concerns.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Sought ways to improve processes and services provided.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Developed and maintained strong partnerships with Costco and Walmart sales reps, leading to successful customer returns and customer satisfaction
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained new personnel regarding company operations, policies and services.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed timely and effective replacement of damaged or missing products.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
High School Diploma -
Southwest High School
San Diego, CA06-1999
Skills
- Reporting oversight
- Partnership Development
- Strategic Planning
- Budget Oversight
- Talent Development
- Data Analytics
- Business performance management
- Resource Allocation
- Cross-Functional Collaboration
- Reporting management
- Operations Planning
- Data-driven decision-making
- Documentation And Reporting
Languages
Spanish
Native or Bilingual
Timeline
Senior Manager, Global Supply Chain & Contact Ctr.
Whalen LLC
04.2024 - 11.2024
Manager, Global Supply Chain
Whalen LLC
09.2021 - 04.2024
Contact Center Manager
Whalen LLC
01.2007 - 09.2021
Call Center Representative
Whalen LLC
07.2002 - 12.2006
High School Diploma -
Southwest High School
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