JANINE MICHELE HICKS

11309 Tunnel Hill Way

Gold River, CA 95670
email :jh3d7a72@westpost.net
C: 916-202-3711

PROFESSIONAL PROFILE
Highly accomplished and results-driven business strategist with 10+ years' exper
ience managing high-volume supply chain, customer service, and purchasing operat
ions. Expertise developing strategic business initiatives, implementing cost sav
ing solutions which increase profits, and aligning departmental goals with compa
ny objectives to drive business forward. Proven success identifying operational
improvements, streamlining supply chains and inventory, and building strong part
nerships with internal and external customers and suppliers. Experienced-backed
judgment, exceptional business and management acumen, and consistent originator
of innovative solutions. Respected leader and valuable contributor to senior man
agement and cross-collaboration teams.
Operations & Supply Chain Management * Customer Service * Purchasing * Procureme
nt * Logistics
Account Management * Call Center Management * Client Relations * Forecasting & I
nventory Planning * Cost Reduction * Budgeting * Strategic Planning * Call Cente
r * Leadership & Team Building *Project Management

PROFESSIONAL EXPERIENCE
HAVI LOGISTICS NORTH AMERICA,
Lisle, IL 2000 - 20
10
Worldwide leading customized systems distributor of food and non-food products w
ith annual revenue of $750M. Provide supply chain, distribution, and value-add s
ervices to customers including McDonalds, Starbucks Coffee Company, Chipotle Mex
ican Grill, Jamba Juice, and Quiznos.
Vice President of Customer Support & Purchasing, Davis, CA & Lisle, IL (2008 - 2
010)
Led value-add/customized service operations including customer support/call cent
er, purchasing, and account management providing support to 4,000 customers, 12
distribution centers, and 200 suppliers/vendors across US and Canada. Determined
strategic procurement and customer service initiatives increasing efficiencies
and improving services. Conducted logistical analyses, maintained accurate inven
tory levels, and built solid business partnerships with vendors and customers. P
lanned and managed $3.6M budget.
*Decreased inventory levels and reduced capital ~14% (~$1.4M) by standardizing f
orecasting and order procedures resulting in focused core responsibilities and o
ptimized workforce resources.
*Reduced operating expenses 10% which cut budget expenses by $50K.
*Saved $160K by implementing new phone system, customer support center contingen
cy plan, and headcount reductions resulting in improved efficiencies and optimiz
ed resources.
*Led change initiatives by creating and re-defining career progression paths pro
moting employee development to support customer growth.
*Established customer annual review meetings and open book pricing to improve ac
count management services and support.
Account Director, West Coast & Canada, Davis, CA (2006 - 2008)
Managed high-profile West Coast and Canadian account including 3,000 customer lo
cations and 9 distribution centers. Served as liaison between internal senior ma
nagement and key customer decision makers focused on maintaining strong partners
hips. Coordinated distributor/provider conversions, new concept efforts, and cus
tomer processes ensuring all projects were implemented according to plans and co
mmunicated effectively across functional groups. Collaborated with operations ma
nagement to perform weekly reviews of key data points, conduct research to resol
ve issues, and present action plans to customers.
*Significantly increased perfect order delivery by consistently achieving 96%.
*Designed new process documentation and delivered training through seminars and
LIVE Meeting forums with up to 200 attendees.
*Led team, created process improvements, and implemented audits for menu mainten
ance and set-up resulting in cost savings of $10K per month and improved custome
r perception for company item master and customer on-line ordering guide.
*Instituted weekly customer meetings to discuss key performance metrics, initiat
ives, and promotions resulting in continuous service improvements.
Customer Support Center Manager, Davis, CA (2004 - 2006)
Oversaw 30 employees providing centralized customer and vendor call center suppo
rt for 13 distribution centers and 5,000+ customer locations in the US and Canad
a. Scheduled employees based on call volume, customer requests, and invoice proc
essing workload. Performed customer transactions including purchasing, menu/orde
r guide updates, order processing, invoicing, and processing payables for custom
er owned inventory. Maintained all office and phone equipment.
*Successfully built "standalone" centralized support center and personally train
ed/mentored 10 employees.
*Improved order fill rate achieving 100% by developing consistent forecasting me
thod used for critical SKUS (stock keeping units) purchases.
*Defined standard operating procedures to handle inbound customer calls decreasi
ng hold time to less than 2 minutes and duration of call from 5 minutes to 2-3 m
inutes.
*Reduced number of days between service rendered and invoicing by introducing pr
ocedure to process invoices 2 days after service rendered opposed to previous pr
actice of 3 weeks.
Customer Accounting Manager, Davis, CA (2004)
Hired, trained, and managed 6 employees directly interfacing with customers and
vendors. Performed inventory, collecting, processing, reconciling, and reporting
AR/AP for all distribution centers. Maintained customer menu guides. Forecasted
and purchased customer inventory for key product line.
*Improved customer confidence by providing outstanding employee training.
*Consistently met and exceeded purchasing and forecasting deadlines earning stro
ng vendor trust.
*Designed plan to support on-line order changes on weekend customer requirement.

Accounts Payable Specialist, Davis, CA (2002 - 2004)

Customer Service Representative, Davis, CA (2000 - 2002)
EDUCATION
BS in Business Administration with emphasis in Risk Management and Finance
CALIFORNIA STATE UNIVERSITY, Sacramento, CA
ADDITIONAL CREDENTIALS/SKILLS
Project Management Certification Program (CSUS), 2008
Pursuing Supply Chain Professional Certification (APICS)
How to Write User Manuals: A Technical Writing Workshop
Role of the Supervisor, CSUS
California Human Resources Laws Training
Adult Literacy Mentor Volunteer, Sacramento Public Library, 2010
Speaking Bureau & Peer Counselor Volunteer, W.E.A.V.E, 2010
Proficient in MSWord, Excel, PowerPoint, Access, MS Project, JD Edwards, Navisio
n, & QuickBooks