Mona Ngom
Frisco,TX
Summary
Dynamic Supply Chain and Customer Operations professional with over 12 years of experience optimizing order-to-cash processes and enhancing OTIF performance in CPG, manufacturing, and distribution sectors. Expertise includes order management, demand support, pricing validation, logistics coordination, returns management (RMA), deductions resolution, and maintaining ERP/CRM data integrity. Recognized for elevating service levels, reducing supply chain risks, and boosting customer satisfaction while ensuring operational excellence. Skilled in demand forecasting, inventory management, and vendor relations, leveraging strategic sourcing to streamline operations and ensure seamless supply chain processes.
Overview
12
12
years of professional experience
Work History
Customer Supply Management Specialist
Keurig Dr Pepper
Frisco, TX
01.2023 - Current
- Manage full-cycle order-to-cash (O2C) process for key accounts, ensuring order accuracy, timely fulfillment, and billing precision.
- Monitor and improve OTIF (On-Time, In-Full) performance through daily KPI tracking and proactive risk mitigation.
- Lead cross-functional collaboration across sales, distribution, transportation, and supply chain to resolve service disruptions.
- Conduct track-and-trace analysis and secure Proof of Delivery (POD) to support accurate invoicing and chargeback prevention.
- Investigate pricing discrepancies, deductions, shortages, and damages using root cause analysis to reduce revenue leakage.
- Run open order and backlog reports to support demand visibility and service-level optimization.
- Support continuous improvement initiatives to enhance workflow efficiency and service reliability.
Senior Sales Coordinator
Triathlon Batteries USA
Lewisville, TX
01.2020 - Current
- Support sales operations through proposal development, CRM data governance, and pipeline tracking.
- Ensure ERP and CRM data integrity to enable accurate forecasting and revenue reporting.
- Coordinate logistics and fulfillment to maintain high service levels and customer satisfaction.
- Partner with sales and marketing on campaign execution, revenue growth strategies, and customer engagement initiatives.
- Facilitate cross-functional planning meetings to align operational priorities and improve communication flow.
- Strengthening key account relationships through proactive issue resolution and performance follow-ups.
Customer Supply Order Specialist
Bunzl USA
Farmers Branch, TX
01.2016 - 01.2023
- Processed high-volume B2B orders while maintaining strong SLA compliance and service accuracy.
- Improved order processing efficiency through workflow optimization and system utilization enhancements.
- Managed returns (RMA), deductions, and dispute resolution to protect margins and maintain customer trust.
- Maintained detailed documentation to support KPI reporting, audit readiness, and operational transparency.
- Partnered with supply chain and warehouse teams to resolve fulfillment challenges and minimize service gaps.
Customer Service Specialist
Darling Ingredients
Irving, TX
01.2014 - 01.2016
- Delivered responsive B2B customer support, improving retention and service reliability.
- Coordinated plant operations and sales communication to ensure accurate order execution.
- Maintained ERP database accuracy to support reporting, billing, and operational continuity.
- Streamlined communication processes, reducing resolution time and improving workflow efficiency.
Education
Associate of Science - French Language And Literature
Brookhaven College
Dallas, TX05-2016
Skills
- Order-to-Cash (O2C) Order Management OTIF Performance Supply Chain Operations Demand Planning Support Inventory Coordination Logistics & Transportation ERP Systems (SAP, Oracle, PeopleSoft, SAGE) CRM Management Billing & Invoicing Pricing Analysis Deductions & Chargebacks Returns (RMA) Root Cause Analysis Process Improvement Cross-Functional Leadership KPI Reporting Customer Retention Data Integrity Continuous Improvement
- Materials management
- Strategic sourcing
- Risk mitigation
- Sustainability initiatives
- Supply chain optimization
- Supplier relationship management
- Procurement process improvement
Accomplishments
- Resolved product issue through consumer testing.
- Achieved returns by completing correct pricing with accuracy and efficiency.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Customer Relations - Achieved the highest ratings for customer satisfaction across the entire company.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Languages
French
Native or Bilingual
Arabic
Native or Bilingual
Timeline
Customer Supply Management Specialist
Keurig Dr Pepper
01.2023 - Current
Senior Sales Coordinator
Triathlon Batteries USA
01.2020 - Current
Customer Supply Order Specialist
Bunzl USA
01.2016 - 01.2023
Customer Service Specialist
Darling Ingredients
01.2014 - 01.2016
Associate of Science - French Language And Literature
Brookhaven College