Heather Sewell

About Heather Sewell

Over 10 years’ experience in the creation, delivery, and implementation of innovative…

Experience

1. Director of Operational Excellence & Process Improvement

   Padnos

   Jan 2018 — Present · Holland, MI, US

   Oversee a team of 9 customer service, sales support, and OES specialists and drive the re-design and adoption of operational processes that improve sales procedures, inventory accuracy, customer experience, payment processing, and account issues.• Developed an ISO compatible internal audit process to ensure recertification of all 50- US locations, and implemented a corrective action documentation system to assist with annual compliance and quality • Prioritize, review, and implement ERP enhancement requests and functionality improvements as well as serving on the \"RIMAS\" software advisory committee and consulting on future developments • Worked to improve client retention by separating traditional sales roles into fewer specialized roles and developing a skills training-matrix based on analysis of historical pricing and contracts • Evaluated inventory procedures, and improved efficiency by developing dashboards to enhance accuracy, and by providing universal “best practices” that satisfied each department’s needs • Implemented a policy for 100% use of contracts and scheduled receivers company-wide, to ensure all purchases were on contract, had more accurate payments, and the best operational scheduling• Increased first pass yield (FPY) score and the efficiency of the procurement process from less than 50% to over 90%, in buying scrap materials from all types and sizes of vendors • Adjusted schedules, fine-tuned call flows, and created daily reporting and accountabilities to drive the number of calls with greater than 3 rings down from 150 to > 50/ month on average, with 90% of cases responded to within 2 hours• Streamlined customer onboarding and data entry processes to eliminate errors and omissions to new account information that reduced trip requirement errors by 25%• Created loading authorization forms online to provide specifications that would avoid \"double handling\",\"comingling\", and additional freight charges on 400+ loads/day

Education

• Grand Valley State University

  Bachelor of Business Administration (B.B.A.)