Susan McElligott

22 North Pennington Road (732) 247-4299

New Brunswick, NJ 08901 suemcelligott@optonline.net

BUSINESS PROCESS / OPERATIONS MANAGER

Accomplished professional with experience managing all facets of operations, business analysis, customer service,
production, administrative and sales functions. Excels at analyzing and implementing procedures to automate and
streamline business processes. Proven ability to lead, train, develop and motivate staff to achieve and surpass
individual performance and company goals for profit and production.
CAREER SKILLS/KNOWLEDGE AREAS

• Operations / Administration Management • Financial / Production / Sales Reporting

• Business Process Analysis / Improvements
• Manufacturing Management
• Call Center Operations
• Customer Relationship Management (CRM)
• Create / Manage P&L Budgets
• Project Management
• IT Systems Analysis
• Recruiting / Training / Performance Management
• Purchasing /Distribution / Inventory Control
• Sales Team Management
• Leadership / Mentoring / Team Building
• Develops / Writes Reports in Sequel & IBM
Query on an AS400 platform, ACCESS, EXCEL
& Crystal Reports

WORK HISTORY

DEN-MAT CORPORATION, Santa Maria, CA 1989 – 12/2009

Manufacturer of over 150 cosmetic and restorative formulations, servicing more than 86,000 dentists
nationwide, with products available in more than 68 foreign countries.
Business Systems Manager (7/1994 - 12/2009)
Responsible for analyzing and executing key business processes. Collaborated with Sales, Marketing,
Operations and Information Technology to identify opportunities for improvement through simplification,
automation and standardization. Analyzed, supported and advised departments on improvement solutions
supported by a clear business case. Developed, implemented and trained on new processes. Responsible for
hiring, training, budgets and P & L accountability. Directed a multiple site team responsible for resolving
consumer product issues
Key Accomplishments:
• Reduced product returns:
Created and published daily reports identifying production flow issues and possible late shipments.
Developed reports identifying the most common return issues by production technician.
Established weekly webcam training between technicians and corporate quality control.
• Reduced dental lab production time and late deliveries by 50% and increased revenue over 100%:
Changed employee shifts and work processing flow.
Developed and wrote reports to monitor key indices: production time, return issues, and employee
productivity.
Created an automated production tracking system - reducing administrative time by 10 hours/week.
Researched and identified a new production facility – increased square footage by 100%.
• Increased sales 15% and exceeded departmental productivity goals:
Developed corporate reports tracking representatives’ productivity on a daily, weekly and monthly basis.
Instituted weekly and monthly employee reviews.
Implemented policies addressing absenteeism and instituted departmental and individual training.
Automated daily sales reports decreasing administrative processing time 15 hours/week.
Directed a multiple site consumer response task force addressing consumer product issues.
Charged as “Executive” investigator to research and recommend solutions for sensitive corporate issues.
 SUE McELLIGOTT suemcelligott@optonline.net
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DEN-MAT CORPORATION (cont.)
Manager / Sales Systems Analyst (6/1991 - 7/1994)
Interfaced with four Sales Departments, Marketing and Information Systems to establish and standardize requirements
and reporting/performance metrics. Reported to the CEO on sales performance and marketing initiative results.
Key Accomplishments:
• Improved payroll accuracy and decreased administrative labor by 30 hours/month: Developed procedures
and automated the processing of a corporate-wide bonus program.
• Played an integral role in the implementation of a new contact management system:
Identified and documented software requirements, tested applications and trained end users.
Enabled the company to utilize one platform for all customer interactions.
• Established consistency among all inside sales locations:
Instituted and chaired weekly corporate sales meetings.
Supported inside/outside sales managers in monitoring performance against sales goals.
Designed and published key corporate level sales reports and directed daily publications.

Inside Sales Manager (1/1991 - 6/1991)

Managed outbound/inbound call center with 37 employees and 40,000 accounts. Accountable for employee hiring,
training, sales and customer service performance.
• Created management tools and implemented new compensation plan resulting in decreased returns of 7%.
• Increased sales 21% and exceeded corporate goals in six months
• Key contributor in a premier product line launch to dental customers.

Operations Manager - Cerinate Dental Laboratory (9/1989–1/1991)

Managed production in a high volume discrete manufacturing operation. Interfaced with customers, technicians, and
technical consultants to ensure high product quality. Responsible for meeting production goals, employee staffing and
training. Created and managed budgets, manufacturing schedules, and reported to senior management.
• Decreased late deliveries from 11.5% to .05% by developing and implementing technician compensation
plan.
• Developed reports identifying customer return issues allowing for product customizations.

PRIOR COMPANIES/POSITIONS
INFO GENESIS CORPORATION, Santa Barbara, CA
Purchasing/Distribution Manager

TEXAS INSTRUMENTS, Defense Systems & Electronics Division (HARM MISSILE), Lewisville, Texas and
Colorado Springs, CO
Material Services Supervisor, Inventory Control Supervisor

MILITARY CAREER
United States Air Force, Captain - Chief, Combat Intelligence Branch, Ellsworth Air Force Base, SD
• Awarded “Superior” rating from Air Force Inspector General
• Named 15th Air Force Intelligence Officer of the Year
• Air Force Commendation Medal
Air Intelligence Officer – Chief, Surface to Air Missile (SAM) Order of Battle Team, Strategic Air Command
(SAC), Offutt Air Force Base, NE
• Identified first sighting of enemy strategic SAM system.
• Briefed SAC Commander in Chief, visiting government and civilian dignitaries on Soviet SAM systems.
• Selected to represent the SAC Intelligence community to various military and civilian weapons symposiums.
• Held Top Secret / Codeword Clearances.
 EDUCATION
Defense Language Institute, Department of Defense
BA in Spanish, English, Secondary Education, St. Bonaventure University, Olean, NY