The document summarizes the professional experience of Beverly Huffman as a customer service executive and strategic leader with over 20 years of experience in various leadership roles within a global toy company. She has a proven track record of developing and executing strategic plans, budgets, process improvements, and turnaround projects. She has experience managing teams, improving customer service and relationships, and increasing revenues and profits.

1. Proven experience in strategic planning, design, development and implementation of many cross functional initiatives. Extensive leadership expertise at both the ground and executive level. Creative problem solver and crisis manager with excellent communication and analytical skills. Beverly Huffman Customer Service Executive Strategic Leadership Change Agent Customer Focus Staff Development Member of Strategic Planning Team since 1990. Responsible for successful development and execution of business plans and budgets for multiple departments such as Customer Support, Product Support, Service Center, Wholesale Sales, Consumer Sales, Sales Operations and Distribution. Accountable for budgets of over $5MM. Assessed markets, analyzed competitive positions and successfully implemented realistic plans to achieve company goals, revenues and profits. Proven track record developing and executing immediate and long term improvement plans ranging from processes to personnel practices. Responsible for several turnaround projects and implementation of CRM, ACD, and Dealer Ranking program which uses statistical analysis to guide target marketing. Acted as Senior Liaison and Project Champion to IT for Sales and Service. Accountable for advancing and maintaining best in class customer care for both wholesale and retail contact points. Lead relationship development program which resulted in improving market share with a major retail franchise (140 stores) from 5% to 50% and sales from $1MM to $20MM. Member of company-wide leadership team directed at making retail customers more successful. Led up to 15 managers and over 100 associates in diverse roles across the organization. Created career paths, training and compensation packages to encourage recruiting and retention of high performance staff at all levels. Mentored associates, supervisors and managers who went on to expanded responsibilities and significant positions. Practice and advocate Servant Leadership and the belief that good associates are an organization’s best asset.

5. EDUCATION MBA , Lynchburg College, Lynchburg, Virginia, 1982 BA , Business Administration, Lynchburg College, Lynchburg, Virginia, 1981 Six Sigma Certification – Currently pursuing through Villanova University CORPORATE SPONSORED SERVICE PROJECTS Juarez Service Project Conceived and led company sponsored annual volunteer program that travels to Mexico and builds homes for severely impoverished. Homes have been built for 9 families in 4 years. Habitat for Humanity Member of Concept and Leadership Team for project resulting in a home built with 100% Horizon volunteer labor over 4 week period.