Customer Service Manager; Training Manager;

TAMMY McWILLIAMS 5 Danstone Dr - Bear, DE 302-836-9442(H) [email protected] 302-598-7609(M) QUALIFICATIONS A true professional with extensive experience in customer service relations and human resources. Remains a steady employee throughout four company buyouts, keep ing position intact, therefore showing true ability to sustain status during tim es of corporate downsizing. Leadership abilities are very strong; is able to mot ivate teams to do well under pressure. Management has told her she abrings a cal ming perspective to the table.a CAREER ACCOMPLISHMENTS As supervisor in the Customer Service Department, created a report that allowed a reduction of monthly volume of 300,000.00 lbs of inventory to zero. This repo rt is now used in multiple locations in the company and not only by customer ser vice, but by the entire supply chain, including inventory and transportation. Selected to be the representative of the customer service department during the companyas customer service excellence project. Appointed to recommend various tasks to improve customer relations which improved the bottom line for the compa ny. PROFESSIONAL EXPERIENCE LYONDELL BASELL, Wilmington, DE 1983-2009 Human Resources Training and Mobility Manager, 2006-2009 LyondellBasell is one of the worldas largest polymers, petrochemicals and fuels companies. The global leader in polyolefins technology, production and marketing ; a pioneer in propylene oxide and derivatives; and a significant producer of fu els and refined products, including bio-fuels. a Managed the Expatriate program for all expatriates from and within North Ameri ca a" policy interpretation/application, compensation and taxation. Managed the obtainment of work authorizations with outside vendors. Interfaced with Corpora te Expatriation on matters relating to Expatriation. a Managed outsourced vendor relationships for immigration and taxation matters. Interfaced with retained law firms on all questions and approval of services. I nterfaced with retained international tax firm on all questions, approval of ser vice a Accountable for all US immigration related matters such as obtainment/maintena nce of work authorizations (visas) and green cards. a Managed and administered the North American domestic relocation program. Inte rfaced with third party vendors. a Coordinated internal/external recruitment process, created position posting/ad vertisements, and facilitated the interview process and the selection process. a Led the employee mentoring program in NA, providing leadership in the program structure, monitoring guidelines & measurements of success. Liaison with vendor s for on-going activities. a Developed, implemented and maintained comprehensive employee training programs for all NA employees, including the management of outsourcing vendors. TAMMY MCWILLIAMS PAGE TWO

BASELL USA, INC (company bought out), Wilmington, DE 2001-2006 Customer Service Supervisor a Led and motivated the department to provide customers with excellent service in a manner that was efficient and therefore cost effective. a Anticipated customer demands, managed the order-to-cash process and monitored the product delivery process. a Developed standard guidelines and procedures to maximize operational effective ness. a Provided solutions for customers whenever problems arose while maintaining pro fitability for the company. MONTELL USA, (company bought out) Wilmington, DE Inventory Specialist

1999-2001

a Managed and analyzed inventory levels at various bulk terminal locations. a Worked with customer service to monitor and maintain consigned inventory areas . a Assisted with investigation of customer complaints for distribution/logisticsrelated service and quality issues. a Followed up with all complaints that were filed to make sure they were handled properly. HIMONT USA, INC. (company bought out) Wilmington, DE 1989-1999 Export Customer Rep a Processed customer orders received via e-mail, mail or fax and enter informati on in the SAP system. a Validated and reviewed orders received via company e-business channels. Benefi cial to the company because it allowed the team to make an efficient transition from their previous order/invoicing system to the one they currently use. a Knowledge of all foreign countries rules and regulations to guarantee that the company is in compliance with all laws. a Utilized appropriate Inco terms (per ICC Incoterms 2000) and resolve any discr epancies between the order submitted and the companyas acceptable terms. a Reviewed payment terms and the appropriate documentation (i.e. Letter of Credi t, Sight Drafts, etc) to guarantee that the order and the documentation will be processed according to the ICC 500 (Uniform Custom and Practice for Documentary Credits) a Partnered with appropriate Freight Forwarders to ensure timely shipment of ord ers and processing of documents and invoices. HERCULES, Inc. (company bought out) Wilmington, DE 1983-1989 Domestic Customer Service Rep a Processed customer orders received via e-mail, mail or fax and enter informati on in the SAP system. Validated and reviewed orders received via company e-busi ness channels. a Certified that orders were within the forecast demand. Resolved discrepancies in collaboration with Sales, the Scheduler and Inventory Specialist. a Worked with sales to increase the accuracy of the customeras demand forecast f or both current and future months. EDUCATION WILMINGTON UNIVERSITY, New Castle, DE Bacheloras of Science in Business Management, 1997