ROCHELL MCCALLUM
Glen Burnie,MD
Summary
Over 11 years Customer Operations Management, logistic, and Supply Chain experience in manufacturing and distribution. A key player capable of providing logistical support to upper level management, including researching and organizing data, making critical decisions and resolving complex customer issues. Proven ability to exceed management and customer expectations in a productive, fast-paced, ever-evolving team environment.
Overview
16
16
years of professional experience
Work History
Commercial Operations Coordinator
Hydro Aluminum
Baltimore, MD
05.2021 - Current
- Coordinated, managed and monitored the daily operations of a commercial office.
- Assisted in the implementation of new operational procedures and processes.
- Prepared reports, presentations and other documents related to commercial operations.
- Provided support to sales teams in order to maximize revenue opportunities.
- Performed financial analysis on various aspects of operations such as budgeting, forecasting, cost control and pricing strategies.
- Maintained relationships with vendors and suppliers to secure competitive pricing.
- Managed inventory levels by tracking stock usage and ordering supplies when necessary.
- Participated in training sessions designed to improve skills related to commercial operations coordination.
- Oversaw implementation of procedures, goals and objectives within operations.
- Executed and optimized operational responsibilities to promote seamless delivery of services.
Customer Service Analyst
Ineos Pigments
Glen Burnie, MD
01.2015 - Current
- Manage over 200 specialized commercial accounts which include order management, export documentation, imports, consignments inventory/specialized billing, and shipment tracking
- Headed the global sampling project which focused on a more streamlined approval process, cost-effectiveness, and quantitative reporting used to assist with sales and marketing strategies
- Manage specialized commercial consignment accounts which include balancing customer's inventory, consignment invoicing and reporting
- Collaborate with cross-functional teams on process improvement and best practices
- Proactively maintains ongoing relationships with key customers and sales staff
- Work closely with sales to provide pricing, availability, and schedule information within Ineos Pigments established guidelines
- For four consecutive years, I have exceeded company productivity standards which include KPI's, and relationship management.
Quality Assurance Performance Facilitator
AT&T Contractor
Baltimore, MD
01.2011 - 01.2015
- Managed and developed over thirty Retention Customer Care contractors on proper procedures and policies in order to preserve AT&T's customer base
- Observe and evaluated the performance of each rep on a weekly basis to ensure quality service and compliance with goals of objectives of AT&T
- Act as the primary communication liaison for contractors related to daily activities
- Addressed and mitigated escalated situations to meet organizational objectives and drive customer satisfaction ratings
- Prepared customer interaction documentation, reports and logs to identify and manage sales metrics and support process driven activities
- Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
Branch Manager
PNC Bank
Toledo, OH
01.2008 - 01.2011
- Managed and grew the P&L of a $35MM branch while overseeing a staff of 10 direct reports
- Accountable for the administrative operations, including sales, budgeting, branch reconciliation, internal audits and compliance (state and federal), lending, product sales, and superior customer service
- Certified Cash Flow Manager- worked with current and prospective business clients to maximize cash management and make recommendations for services and additional products
- Developed quarterly and annual business plans that focused on market analysis, revenue generation strategies, and operational improvements
- Networked within communities to identify and capitalize on business opportunities
- Compiled operational and risk reports detailing financial metrics to help management make proactive decisions.
Education
Master of Business Administration - Business Administration
University Of Phoenix
05.2010
Bachelor of Science - Marketing
Morgan State University
05.2001
Skills
- 11 Years of SAP Experience
- Inventory management
- Strategic Planning
- Data evaluation
- Cross-functional collaboration
- Logistics Oversight
- Budgeting and Cost Control Strategies
- Business development understanding
- Employee coaching
- Compliance Management
- Risk Management
- Operations Management
References
References available upon request.
Timeline
Commercial Operations Coordinator
Hydro Aluminum
05.2021 - Current
Customer Service Analyst
Ineos Pigments
01.2015 - Current
Quality Assurance Performance Facilitator
AT&T Contractor
01.2011 - 01.2015
Branch Manager
PNC Bank
01.2008 - 01.2011
Master of Business Administration - Business Administration
University Of Phoenix
Bachelor of Science - Marketing
Morgan State University
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