Wendy-Jo Burkhart
Shrewsbury, MA 01545 [email protected] https://www.linkedin.com/wendyjoburkhart
Summary Statement
Experienced and effective leader with extensive experience in managing operations- based profit centers and direct
customer service call centers. Expertise in operations support functions with a history of success in building strong and
effective teams. Role model leadership encourages team followership and motivation while treating others fairly and with
dignity. Excellent cross functional team player with strong verbal and written communication skills.
Profitable P&L Contribution
Supply Chain
Customer Service
Experience working in a metrics, performance driven organization
Human Resources
Safety
Fleet
Office Infrastructure
Experience
TYCO Integrated Security, Westwood, MA
2010 - 2014
Area Operations Support Manager
Responsibilities: Manage and direct twenty-five administrative/coordination, customer service, and supply chain associates
for seven districts providing support to sales, installation, and service departments across New England and New York.
Ensure that there is adequate staffing to cover the functional areas as well as adequate segregation of duties and internal
controls in place. Manage the workflow processes in the individual branch offices to maximize efficiency. Manage, analyze,
and process the timely and cost effective ordering, receipt, stocking and shipping of branch inventory that will maximize
inventory turnover while always meeting customer demand. Track results of key financial and operating indicators for area.
Accomplishments: Developed process flows to improve installation scheduling and delivery. Improved efficiency and
accuracy of inventory through accountability and auditing processes. Maintained an inventory turn rate in warehouse of ten
day goal and reduced write offs and inaccuracies (from just under $1million to $3000). Delivered cash and operating income
of 100% to plan for the year. Assist team managers in all districts to achieve an overall revenue result of 102% to plan.
ADT Security Services, Norwood, MA
2003 - 2010
Group Administrative Manager
Responsibilities: Managed seven team managers and their administrative teams of thirty associates across seven districts.
Provided training in all aspects of the business including coordination, human resources, safety, fleet, office infrastructure,
compliance, customer service, and supply chain supporting sales, installation, and service departments.
Accomplishments: Successful training and roll out of Perpetual Inventory to improve warehouse accuracy and efficiency.
Successful training and roll out of Sarbanes-Oxley policies and procedures, resulting in 98% scores and better for
compliance annually, with intermittent self-assessments performed on a monthly and quarterly basis.
ADT Security Services, Norwood, MA
1998 - 2003
Customer/Account Services Call Center Manager
Responsibilities: Established and managed call center of five team managers and 150 associates for two shifts to include
recruiting, interviewing, hiring, training, coaching and development. Collection and customer service support provided to 42
district offices across the East coast, through inbound and outbound efforts.
Accomplishments: Developed training manuals for consistency in all system uses. Integrated three major acquisitions.
Consistently top performer for all four call centers with the lowest attrition rate. Exceeded over 90 day receivable goal of 10%
on a monthly basis. Major contribution to customer retention maintaining 95% retention rate. Development of a Dispute
Management System to assist with communication between call center and field offices by tracking customer complaints and
bringing them to resolution within a seven day window.
Education, Professional Development and Training
Six Sigma Green Belt
7 Habits of Highly Effective People - Stephen Covey
Annual OSHA/Safety Training
Stress Management for Women
Leadership Training
Quick hire/Behavioral Interviewing
Performance Management
Oracle
Additional Information
Youth Group Director/Advisor
Organize fundraising events for food pantry
Bartender
Applying Corrective Action
Resolving Team Member Complaints
Diversity in Workplace for Managers
Promoting a Positive Work Environment
Sexual Harassment for Managers
Customer Conflict Management
Microsoft Word, Excel, PowerPoint
Mastermind
Waitress
Relay for Life public speaking
TIPS certified
