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Professional Summary
Highly motivated and results-driven supply chain professional bringing extensive experience in logistics and distribution with a hyper focus on providing exceptional customer service.
Skills
  • Six Sigma Yellow Belt Certified.
  • Superior negotiation skills
  • Cost reduction strategies
  • Budgeting and forecasting
  • Distribution and warehousing
  • Startups and turnarounds background
  • Microsoft Office
  • Warehouse management systems
    • Red Prairie (WMS & LMS)
    • Mannhattan WMS (Scale and Scope 360 versions)
    • AS400 WMS
    • SAP
Work History
10/2016 to Current
Group Logistics Manager II Ryder System, Inc – Alburtis, PA
  • Drafted to lead and stabilize a Manhattan Scale based startup distribution and reverse logistics center project for Verizon focused on their FIOS footprint.
  • 1.2 million sq.ft.building with revenues of $50+ million with inventory values of over $1 billion.
  • Responsible for successful execution of 10k+ daily direct to consumer packages and 2500+ Bulk shipments.
  • Incorporated a $1.9 million revenue cross dock, VAS and reverse logistics solution in collaboration with the customer.
  • Chaired multiple Kaizen projects resulting in $750k savings.
  • Participated and led the successful ISO9001 certification process.
06/2015 to 10/2016
General Manager Genco, A FedEx Company – Kutztown, PA
  • Led a startup for a 600,000 sq.ft.fulfillment center for the CPG customer, Kind Snacks.
  • Contributed to all phases of the startup including design, construction and project management, recruitment, implementation and stabilization.
  • Collaborated with the customer on a scope change to create a temperature controlled space into the operation.
  • Stream-lined the direct to consumer lines leading to a $100,000 labor savings related to increased productivity, work place organization and removing non-valued added steps.
  • Provided value and cost savings to the customer by sub-leasing underutilized yard spots to a local company.
06/2014 to 06/2015
Senior Operations Manager - e-Commerce Fulfillment NFI – Kutztown, PA
  • Provided leadership for a Manhattan Scale startup, 500,000 sq.
  • ft. e-commerce, fulfillment center for Amazon.
  • Successfully scaled up from 10 associates to almost 300 associates for our peak season.
  • Devised best practices and processes resulting in over $650,000 in savings for the first 2.5 quarters including:.
  • Implementation of engineered standards for each path of our process.
  • Unique shift structure and pay scale to improve quality of life for our associates, while still serving the customer and eliminating overtime.
  • Developing system driven tools that batched work for picking.
  • Driving an "outbound prep" initiative to alleviate our dependence on temp.
  • labor.
  • Reductions of damage spend by 15% through improved packaging techniques.
  • Introduced 5S and Lean Sigma techniques to our processes.
  • Mentored and developed lead associates into promotions to supervisor and operations manager.
11/2013 to 04/2014
Regional Supply Chain Manager - Contractor Harmless Harvest – Allentown, PA
  • Established a sustainable, international supply chain network for the east coast consisting of transportation, storage, production and distribution facilities for a startup beverage company.
  • Developed KPI's to monitor and improve co-packer and carrier performance and productivity.
  • Provided process training to subordinates and network partners, specifically around production/loss reporting, inventory accuracy, escalation policy related to quality issues, changes to product handling SOP's, etc.
11/2010 to 11/2013
General Manager Americold – Allentown, PA
  • Top dog for a 250,000+ sq. ft. temperature controlled, CPG warehouse.
  • Piloted an award winning, team based customer service approach for General Mills.
  • P&L responsibility with scope of $10 million.
  • Slashed associate downtime by over 22% through coaching and shift startup and break time process changes.
  • Generated over $75,000 in new business in 2013 from the existing customer base.
11/2009 to 11/2010
General Manager Customized Distribution Services – Wharton, NJ
  • Managed an 800,000 sq. ft. PepsiCo production facility and distribution center with 8 direct reports and over 130 indirect reports.
  • Lead a WMS implementation of a Red Prairie based warehouse management system.
  • Cut temp labor expenditures by nearly 7% through a closed bidding process.
  • Aggressively e-sourced all office and janitorial supplies resulting in a 20% decrease on this spend.
  • Managed P&L with a scope of $15 million.
06/2003 to 12/2009
Director & Co-Owner Midlantech Sales Inc – Easton, PA
  • Directly involved in all aspects of a start-up business focused on ATM and banking equipment repair.
  • Scaled the business from the startup and pilot phase into a mature operation.
  • Utilized an international network of vendors for all building needs including equipment, machine components, office supplies and repair parts.
Education
May 2003
Bachelor of Science: Management, Human Resources and Supply Chain Management
 Clemson University - Clemson, SC

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Executive Profile

Results oriented Customer Experience executive with strong strategic and business acumen in cross-channel sales and customer service teams. Designed and led all aspects of customer satisfaction programs including key performance indicators that will yield in an increase of customer satisfaction results via contact center strategies. Led startup teams in diverse cultural environments with multi-industry and international experience. Recognized for intellectual horsepower as an effective, collaborative leader, skilled in building and motivating high-performance teams across divisional boundaries. A solid professional who possesses a strategic approach and vision to develop a "best in class" customer experience and voice of the customer (VOC) models in collaborations of other business units and outsourced resources.  

Skill Highlights
  • Customer Experience 
  • Vendor Management 
  • Customer Satisfaction 
  • Voice of the customer (VOC)
  • Customer Sales and Retention 
  • Customer / Contact Center
  • Customer Segmentation 
  • Business Planning 
  • Customer Life Time Value
  • Net Promoter Score (NPS) 
  • Change Management 
  • Customer Engagement
  • Customer Ambassador 
  • Business Process Improvement
  • Profit and Loss (P&L) planning and execution
  • Results-oriented
Core Accomplishments
  • Develop strategies for implementation to increase customer loyalty through proactive customer approach and social media engagement. 
  • Accountable for all operational performance metrics for internal and external partners with direct responsibility for profit and loss (P&L) statements.
  • Reduction of cost by implementing multi-platforms channels of support while increasing customer satisfaction scores. 
  • 25 years of experienced leading all aspects of customer service, experience and success roles. 
  • Develop and Improve Net Promoter Scores while increasing brand exposure and customer adoption.
  • Project Managed all departmental initiatives driven by timelines with direct impact on profit and loss statements.  
  • Plan and Develop cross-functional sales strategies to promote customer retention and increase customer lifetime value.  
  •  Developed a voice of the customer programs to internalize and promote customers expectations.
  • Fostered 20% increase in customer loyalty by implementing interaction improvements and online support. 
  • Consistently increased customer satisfaction survey results. 





Professional Experience
Consultant North York , Ontario VP Of Call Centre Operations - Consultant 04/2019 to Current
  • Experienced in the Cannabis space, including regulatory agency guidelines and standards
  • Build, Execute and Drive overall performance of Inside Sales and Service delivery teams to support revenue generation, service levels and customer satisfaction to all existing clients
  • Partner closely with all departments to drive innovation in sales channels and to create a seamless extraordinary customer experience
  • Rapidly scale and manage call center operations including functions of Inbound Sales and Service and Scheduling
  • Responsible to develop and execute profit and loss statements
  • Build highly effective service and sales channels supporting both inbound, outbound and key specialized category teams
President's Choice Financial TORONTO, ON Director, Customer Experience 03/2018 to 04/2019
  • Directly responsible planning and execute call centre strategies of over 750 agents across multiple near shore and off shore locations
  • Planned and execute KPI strategies and maintain all required service levels including CSAT, NPS, SL, AHT etc
  • Created and planed the execution of PCF customer experience strategies based on bank's future vision
  • Defined the 2019 business plans and P&L statements to support all approved projects
  • Identified customer pain points and act as a liaison between customers and members of the SMT via newly created customer council
  • Redefined all standard operating process (SOP) by functional areas including call center agents, interceptors and pavilions
  • Implemented net promoted score by channel
Moneris Solutions Corporation Toronto, Ontario Sr. Manager / Director Customer Experience 01/2017 to 03/2018
  • Directly responsible for in house call center agents across 2 Canadian locations 
  • Redesigned customer experience best practices with a strong focus on cost reduction.
  • Implement customer experience improvements in all corporate locations.
  • Identified operational inefficiencies and act as a liaison between CEX and Moneris supporting teams for planning and execution.
  • Led Customer Service (call center) team with a focus on Customer Experience and Customer Satisfaction ensuring  all KPI metrics and strategic goals are accomplished.
  • Active participant in customer council.
  • Directly responsible Project Planning, Forecasting and Financial Budgeting.
  • Redesign and build a new quality control and quality assurance team focused on customer life time value.   
Independent Consultant - Short Term Contract Toronto, Ontario Consultant - Online Security / Customer Experience 06/2016 to 11/2016
  • Spearheaded cross-functional initiative to achieve operational effectiveness while reducing cost.
  • Accountable for customer experience team including overall customer and client satisfaction and net promoter scores.
  • Strengthened company's business by implementing processes and procedures based on key analytics and operational capacities. 
  • Developed and directed strategy for new site launch. 
  • Designed and recommended solutions to department heads.
Rakuten Kobo, Inc Toronto, Ontario Director Customer Experience - Head of Department 12/2011 to 04/2016
  • Implement customer experience best practices across company's global network (Canada, USA, Japan, France, Netherlands, Italy, etc).   
  • Successfully launched customer service teams for Kobo's fast growing globalization strategy across international locations.
  • Improved First Contact Resolution (FCR) by 12% through process redesign of Kobo's contact strategy and introducing an internal knowledge management tools. 
  • Reduce cost of customer acquisition by 37% through classifications of service type depending on the complexity via cloud base self service routing.
  • Developed support for 12 languages and 16 countries.
  • Lead and executed both financial and project management needs of new client relationship management technology.
  • Planned and approved yearly project planning expenses to reflect customer requirements while minimizing cost and increasing customer retention / satisfaction. 
Sears Canada Toronto, Ontario Director Corporate Contact Centers 03/2010 to 12/2011
  • Manage and structured support services to all corporate contact centers including WFM and QA.
  • Responsible for yearly call volume forecast and staffing requirements.
  • Manage Sears Canada Home Services contact centre including contractors schedules and after service follow up call.
  • Directly responsible for planning and communicating changes in all contact center processes, policies and/or procedures throughout the organization.
  • Implement best practices and procedures before and after sales support. 
  • Plan and schedule daily workload, delegate assignments, and provide overall project management for all company plans and programs.
  • Responsible for over 900 agents located in the Philippines and Belleville, Ontario.
  • Responsible for all project management responsibilities such as software migration and implementation of new call center technology (Avaya). 
  • Key stakeholder of all call center business cases, funding request and negotiations. 
Scotiabank - International Banking Toronto, Canada Sr. Manager of Contact Center Operations 07/2008 to 03/2010
  • Responsible for directing key contact center strategies such as the integration of an International WFM command center and centralizing a top of the line quality control and training department.
  • Directed and implemented a new operational infrastructure that involved hiring, training, and staffing three bank owned contact centers across the Caribbean.
  • Monitor all Contact Centre metrics and ensure corrective action is taken when necessary throughout all international contact centers.
  • Responsible for all project management of the international call center business transformation.
  • Key stakeholder during project execution. 
Myron Manufacturing Toronto, Canada SR Manager of U.S. Sales and Call Center Operations 07/2004 to 07/2008
  • Managed 50 sales and service representatives 
  • Responsible for cross sale and upsell strategies. 
  • Provide overall project management for company yearly sales targets.
  • Project managed the migration of a US supply chain inbound team to Nicaragua.
Telespectrum Worldwide Toronto, Canada Senior Operations Manager (Maternity Leave) 07/2003 to 06/2004
  • Worked closely with supervisory staff and planned/executed production schedules.
  • Created and applied strategic and tactical planning activities within the Call Center.
  • Devised, negotiated, and developed an annual operating budget for the Contact Center.
Webhelp, Inc Toronto, Canada Senior Global Operations Manager 08/2000 to 08/2003
  • Managed operational oversight to all call center operations in multiple countries (India, Philippines, Mexico, and Toronto).  
  • Created and executed operational infrastructure that involved hiring, training, and staffing of over 400 employees.
  • Develop Quality programs, Sales, and Service training. 
Telespectrum Worldwide Toronto, Ontario Operations Manager 09/1995 to 08/2000
  • Responsible for a 300 sales and service agents
  • Managed a total of 15 junior managers (Team Leads and Supervisor) 
  • Daily client calls and project updates
  • Maintain contractual key performance indicators.
Telespectrum Worldwide Toronto, Ontario Team Lead 10/1994 to 03/1995
  • Manage a group of 15 customer service agents 
  • Supported team supervisor
  • Reports and entry-level analytics.
Education
Business Management Diploma DeVry Institute of Technology, Toronto, Ontario, Canada
Business Management
Additional Information
  • Recipient of Achievement Award - CDMA 
  • Recognized for leadership and management skills contributing to Call Center excellence on a global scale.

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Executive Profile
Visionary operations executive with solid experience managing all levels of multiple projects including budgeting and administration.
Skill Highlights
  • Project management
  • Leadership/communication skills
  • Business operations organization
  • Human resources
  • Budgeting expertise
  • Employee relations
  • Self-motivated
  • Customer-oriented
Professional Experience
February 2015
to
Current
Stew Hansens Dodge Chrysler Ram Jeep Des Moines, IA Automotive Service Advisor
  • Ascertains automotive problems and services by listening to customer's description of symptoms; clarifying description of problems; conducting inspections; taking test drives; checking vehicle maintenance records; examining service schedules.
  • Verifies warranty and service contract coverage by examining records and papers; explaining provisions and exclusions. Develops estimates by costing materials, supplies, and labor; calculating customer's payment, including deductibles.
  • Prepares repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining approval signatures; entering RO into service database system.
  • Maintains customer rapport by explaining estimates and expected return of vehicle; obtaining customer's approval of estimates; obtaining and providing contact telephone numbers; answering questions and concerns; arranging towing and temporary transportation.
  • Maintains automotive records by recording problems and corrective actions planned.
  • Updates job knowledge by participating in educational opportunities; reading manufacturers' publications.
  • Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
​
February 2011
to
February 2015
Blue Sky Satellite Services West Des Moines, IA General Manager
  • Managed largest territory in company that includes over 60 employees, 50 company vehicles and three individual operating offices.
  • Procure all necessary advertising in targeted areas to attract prospective employees.
  • Lead company wide initiative to streamline our daily operation from pen and paper for all paperwork completed by technicians to the most current and up to date use of electronic tablets thus creating a more efficient work day.
  • Developed company wide standard operating procedures for all other General Managers to use for all metrics in any given day, month and or year.
  • Vast knowledge of DOT guidelines and regulations.
  • Oversee daily routing for the entire Des Moines territory to ensure absolute efficiency among all technicians.
  • Handle daily customer interaction through visits with technicians while on the job at residential and commercial locations and through daily phone calls from the customers concerning complaints and/or compliments.
  • Upon introduction as the General Manager, the Des Moines territory had not been profitable for more than 18 months. In less than 12 months in position our team was able to take the Des Moines territory to an average monthly profitability of over 12% for 24 straight months.
September 2003
to
February 2011
FedEx Express Des Moines, IA Senior Operations Manager
  • Lead an average of 100 employees, 3 operations managers and approximately 70 company vehicles to ensure maximum profitability on a daily, monthly and yearly basis.
  • Improved courier leave building time by an average of 20 minutes per courier thus reducing the total number of late deliveries and improving profitability. This improvement made it possible to reduce the total number of vehicles needed in our operation and to move those assets to other operations that had the need for more vehicles.
  • Improved the stations profitability by working closely with the engineering team reducing the total number of courier routes by maximizing the couriers to their full potential by holding them accountable to the goals that they set and by ensuring routes were efficiently being operated.
  • The Des Moines stations efforts resulted in reducing the total number AM routes by nearly 10% and PM routes by 16%.
  • Contributed to the overall positive health of the DSMA stations environment through decisive and direct feedback to all employees during daily belt meetings for both the AM and PM shifts.
  • Administered all disciplinary actions only after collaborating with the Human Resources Department to ensure the proper procedures were being followed.
  • Maintained and stayed within all budget guidelines set forth by upper management.
  • Received large station of the year among all large stations in the Chicago Metro District in fiscal year 2010, a first for the DSMA station.
Education
5/1992
Larned High School Larned, KS High School diploma
Skills
Hard-worker, Human Resources Leadership, Interpersonal Skills, Inventory Control, Labor Cost Controls, Marketing, Multimillion-dollar P&L Management, Multi-unit Operation Management.

This resume is created in 7 minutes.
Summary

Top performing Operations Manager with over 13 years of management and leadership experience. Developed and implemented inspection policies and procedures to ensure quality assurance, security and accountability for new equipment and facilities valued at more than $3 billion dollars. Results orientated professional, commended for providing exceptional instruction as a senior leader's logistics management course instructor.. United States Army veteran with a secret security clearance.

Accomplishments
  • Parts List and Loads Certified (PLL) responsible for maintaining records of services performed, ordering and managing repair parts, dispatching vehicles and equipment, and maintaining operator licensing records.
  • Supply System (SARSS-1) this management level course provides participants with a general understanding of SARSS-1 automated procedures, as well as the access and use of the data processed.
  • The Army Maintenance Management System Certified (TAMMS), Unit Level Logistics System-Ground, Standard Army Retail Supply System (ULLS-G), Standard Army Retail Supply System (SARSS-1) and basic warehouse functions, Material Release Order Control (MROC).
  • Supply Management Course Trained) Completion of this course, the student will be able to serve as a supervisor in the selected military occupational specialty for which they are trained.
  • Lectures, demonstrations, and practical exercises cover leadership, communication skills and fundamentals of instructions, logistics management, and refresher training in the appropriate military occupational specialty.
  • Emphasis is placed on leadership and verbal and written communication.
  • Basic Welding Trained) Basic Introduction course designed to teach technical documentation, basic mechanical theory, Sheet metal work welding, knowledge and comprehension of welding and brazing designing, and production of quality welding.
Experience
Senior Logistics Maintenance Mgr 09/2012 － 06/2013 United States Army Joint BaseLewis-McCord, WA
  • Developed and implemented inspection policies and procedures to ensure quality assurance, security and accountability for new equipment and facilities valued at more than $3 billion dollars.
  • Results orientated professional, commended for providing exceptional instruction as a senior leader's logistics management course instructor.
  • United States Army veteran with a secret security clearance.
  • Provided program support for the unit operations, materiel management and readiness reports.
  • Briefed daily readiness reports, maintenance status validation (026 validation), troubled systems issue validation, supervised BLST link to the Materiel Management Team (MMT), attend daily/weekly/monthly maintenance meetings at the company through the brigade level, and provide data/feedback on maintenance and Sustainment issues.
  • Provide information/feedback as needed for the Commander and the appropriate supported installation activities.
Senior Operations Manager 09/2011 － 10/2012 UNITED STATES ARMY Camp Humphreys, Republic of Korea
    Senior Maintenance Supervisor 06/2010 － 09/2011 UNITED STATES ARMY Joint Base Lewis-McCord, WA
    • Supervised and mentored two operations managers and 20 employees performing duties as Technical Monitors; ensuring adherence to and compliance with a maintenance contract valued at over $110 million dollars.
    • Distributed work direction, resolved problems, and set deadlines to ensure timely completion of assigned task.
    • Provided oversight of maintenance operations at two separate locations consisting of 800 civilian contractors.
    • Managed the coordination of maintenance support to organizations stationed in or passing through Kuwait in support of Operations Iraqi Freedom and Enduring Freedom Transferred hand receipt responsibility and over $1.3 million dollars' worth of government furnished equipment from civilian contractors to the contracting officer with 100% accountability.
    Senior Operations Manager 12/2008 － 06/2010 UNITED STATES ARMY Joint Base Lewis-McCord, WA
    • Enforced safety while providing supervision and security of over 500 personnel in the absence of senior leadership.
    • Managed operations, oversight and security of facilities and equipment worth over $15 million dollars.
    • Identified and prioritized logistical needs while providing recommendations to upper management in support of organizational operations.
    Senior Maintenance Operation Manager 04/2005 － 12/2008 United States Army
    • Responsible for the training, supervision, professional logistical development and personnel support for over 1400 employees.
    • Development department certification plan to ensure all personnel within the company were capable of accomplishing their jobs in a wartime environment.
    • Established and provided a logistical and maintenance support to a Multiple Launch Rocket System project worth over 100 million dollars.
    • Monitor equipment dispatching, open work orders.
    • Oversee Service Foremen or Service Supervisor(s) by monitoring quality, safety, reset equipment and productivity of each work team or area.
    • Received a score of 98% during the Army Environmental Inspection, which saved the company over $200,000 during the physical year.
    • Provided daily, weekly, and monthly reports to the Corporate Headquarters to keep them informed of the Companies projects and man power.
    • Responsibility for maintenance engineering functions as they relate to Integrated Logistics Support (ILS).
    • As the lead provisionary for a complex mainten.
    Maintenance Supervisor 01/2001 － 04/2005 UNITED STATES ARMY
    • Managed daily accountability, training, discipline and professional development of 23 maintenance and communications personnel.
    • Prepared supply requests; maintained accountability of all recoverable items.
    • Provided oversight of the Command Supply Discipline Programs.
    • Maintained manual and automated records for requisitioning repair parts, equipment, receiving and storing supplies Maintained oversight and accountability of facilities, equipment and vehicles worth more than $1.2 million dollars.
    Education
    Fort Valley State University Fort Valley, GA
    Warner Robins High School Warner Robins, GA
    Additional Information
    • Additional Information:

    • Retired United States Army with an, active Secret Clearance.

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