Nettie L. Whitehead has over 18 years of experience in office and customer service management, including experience implementing SAP/ECC systems and internal controls to optimize efficiency. She has comprehensive training in Six Sigma methodologies. Her experience includes managing customer service departments, implementing lean processes, conducting quality audits, and serving as a liaison between customers and logistics operations. She has a proven track record of improving customer satisfaction, developing employees, and driving continuous improvement through lean initiatives and quality projects.

1. Nettie L. Whitehead
5 Old Sharptown Road │ Auburn, NJ 08085 │ 609.929.7841 │ nettie08085@yahoo.com
Office / Customer Service Manager
 18+ years office / customer service management experience
 SAP/ECC Super User who implements internal controls to optimize operational efficiency and minimize costs.
 Comprehensive professional development and training in Six Sigma Green Belt and Black Belt methodologies.
 Able to seamlessly communicate with team members, stakeholders, clients, and executive leadership.
 Proactively identify, troubleshoot, and resolve customer service issues while maintaining professionalism.
Demonstrated Strengths
 Results oriented
 Customer satisfaction
 Continuous Improvement
 Lean / Six Sigma / Kaizen / 5S
 Project management
 3PL / Logistics
 Operational compliance
 Quality Management
 KPI Analysis
 Regulatory experience – FDA
environment
Professional Experience
Genco Jul 2002 – Nov 2015
Project Manager (Sep 2012 – Nov 2015)
SAP 4.0 trainer and tester. This included controlled substance receipt, storage and shipment distribution. Created
training materials and completed end user training.
SAP ERP Site Implementation Lead/project manager for east coast distribution center.
Project included upgrade to external warehouse management system (WMS).
Provided site supports for second location on west coast.
Successful completion and certified as SAP / ECC Super User within a number of SAP modules:
 Deliver/CRM training included inbound receiving, IDOC error processing, shipment creation/transportation,
pick, pack and ship customer returns.
 Quality module training included quality notification creation for materials, vendors and processes using
notification coordinator methodology. Task creation, release and closure; batch restrict and batch creation
within a regulated FDA environment.
 Responsible for training roll out to 325 users across three sites in the United States for SAP and external
WMS. Scope of project was creation of training material, coordinating hardware, data and log-ins for training
of associates.
 Responsible for rolling out SAP access to 75 users, utilizing SAP CUP tool that included receiving, shipping
and return modules within the three distribution centers. Created access templates by position access for all
distribution and corporate associates within distribution function. This process ensured 0 access issues at
system go-live.
Office / Customer Service Manager (Jul 2002 – Aug 2012)
Manage customer service department to ensure issues/ concerns are addressed in a timely manner.
Ensure outbound shipments are prepared for Operations and all domestic truck load shipments are
scheduled. Interface with client’s Global Transportation, Customer Support and carriers.
Provide teammates with tools and leadership to maintain and increase service levels to both internal and external
customers. Work closely with other departments to ensure service levels are achieved on a consistent basis.
Gather, analyze, and report daily/weekly/monthly KPI’s and other service statistics.

2.  Lean implementation project lead at a distribution center of 175 associates focused on process
improvements and associate involvement.
 Established departmental visual display boards focused on metrics and productivity.
 Motivated and developed team members with implementation / facilitation of Kaizen events and 5s projects
that align to facility strategy and future state.
 Conducted value steam mapping events.
 Instrumental in improving customer-satisfaction ratings through suggestion, development, and
implementation of Lean initiatives and Kaizen events focused on continuous improvement and cost
reduction.
 Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and
motivational strategies.
 Developed database for attendance tracking/reporting.
 Transportation Security Administration (TSA) Coordinator Certification.
 Certified Designated Representative for VAWD and California prescription drug license 2011 -2012.
Designated Representative for prescription drug licenses for a number of states 2011-2012.
Exel Logistics, Swedesboro, NJ May 1998 – Jul 2002
Customer Support Manager
Played a key role in the tracking and reporting of major customer accounts to optimize shipment efficiency and ensure
compliance with customer schedules. Handled budgeting, financial reporting, HR, and performance management.
 Served as the primary liaison and point-of-contact for resolving shipping issues with key customers.
 Provided support for all on-site systems, including co-managing the warehouse management system conversion.
 Conducted comprehensive internal quality audits in compliance with ISO specifications.
Education & Training
Lean Training
Six Sigma Black Belt Training
Six Sigma Green Belt Certification
Appraisal Skills & Labor Law
Financial Management
Situational Leadership
Managing Multiple Priorities