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Customer Service Manager

Location:
Syracuse, NY
Posted:
February 19, 2014

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Resume:

STEWART M. WIGGINS

**** *** ***** **.

Baldwinsville, NY 13027

accqqq@r.postjobfree.com

Residence: 315-***-**** Mobile: 609-***-****

EDUCATION:

M.S, Management, Troy State University 1994

B.S., Delaware State University 1985

Certification Penn State University, Applying Lean Principles Across the

Supply Chain

Certification as a Six-Sigma Green Belt

PROFESSIONAL EXPERIENCE:

McLANE Co.

2009 - July 2013

Recruited to provide effective executive leadership and multi-site general

management for two wholesale divisions with mirrored operations totaling

over 1 million square feet and over $2.5 billion in revenue. Overseeing all

operations to include a budget in excess of $100mm (Sales, Finance,

Merchandising, Customer Service, a private transportation fleet, and

Distribution Operations) leading a team of over 1000 continuously learning

professionals who relentlessly pursue improvement and aim-high results

through agility, flexibility, and a strong customer centric entrepreneurial

spirit. Specifically servicing the northeast region of the United States by

providing world-class procurement, logistics, and technology services to

drive competitive advantages for our customers.

DIVISION PRESIDENT (2010-2013); Syracuse, New York

. Drove strategic operational planning and successful execution in all

areas of responsibility by providing a vision to staff and letting

them execute to achieve superior results.

o Daily review of actual miles vs. budget and reduce as required.

o Weekly P&L Flash process to better review and anticipate

expenses based on lagging indicators and budget.

o Instituted a weekly "3 up's and 3 down's" reporting system to

help leaders better understand where the roadblocks to success

exist, and how to remove them. Additionally the process

identified the successes.

o Utilized monthly employee meetings to educate and enhance

understanding of economic literacy.

. Partnered in the business development process along with sales and key

customers to enhance customer growth through technology and supply

chain optimization.

. Implemented Lean logistic principles to streamline processes and

directly reduce operation costs.

. Partnered with Controller and developed a monthly P&L review process

that was a teaching tool to enhance understanding of P&L and budget

process for department heads. This process facilitated the cause and

effect of why things happen in the P&L statement. The additional

derivative was improved budget preparation and understanding at the

department level.

. Presented and gained approval ($20mm) to expand each buildings cooler

freezer capacity to accommodate customer requirements.

. Created a comprehensive leader development program that was heavy in

business literacy, that promoted subordinates into leader roles based

on leader developed skills and one on one coaching. Not the ability to

move a box.

. Completed Virgil Scudder and Associates training on public speaking,

dealing with the media, and crisis management.

. On-time delivery (99%), total inventory loss (< 3%) & and order

quality (.223 vs. .207) each exceeded divisional and company goals.

. Lead, participated, and partnered with sales in customer business

review process. The outcome to hear and understand the voice of the

customer. 99% current customer retention.

. Conducted roundtable meetings at each facility when ever I was on

site. Minimum of one per month per site. Required HR team to post

responses to concerns within 72 business hours. Additionally reviewed

concerns and responses during monthly employee meetings.

. Reduced labor cost by implementing cross training for all physically

able employees. Overtime utilization was reduced to blow budget

through this process.

. Lead by example by showing, "grace under fire" and soliciting candid

feedback from all leaders regardless of their expertise.

SR. VICE PRESIDENT (2009-2010)

. Turned around both Divisions in one year to improve in all key

measurables. Identified senior staff opportunities and recruited to

put the best people in the roles where they could achieve optimal

success. Provided one-on-one coaching capitalizing on each person's

strengths.

. Reduced expenses and identified key cost drivers to increase operating

income by 15% over previous year.

. Exceeded goals in all KPI's related to safety, specifically; accidents

per million miles and injury frequency by 3% & 5% respectively.

Exceeding divisional and company goals. Achieved milestone 4.2 million

hours without a lost time accident.

. Reduced overtime utilization to less than 4%, budgeted at 6%.

. Lead development of a warehouse within a warehouse process to

specifically support Walmart.com requirements.

Becton Dickinson (BD) Corporation

2002 - 2009

MANAGER OF DISTRIBUTION OPERATIONS, EAST REGION; Swedesboro, New Jersey

Recruited to lead company Distribution and Transportation operations for

eastern region of the United States. Strategically based from a 660,000

square foot distribution center, providing leadership, coaching, liaison,

and consulting as necessary for third party logistic providers, and 10

company manufacturing operations operating on a 24/5 schedule.

. Managed the P&L to exceed budgetary guidelines (FY07/08) over $800,000

respectively (FY05/06) over 1 million dollars saved, (FY04) over 2

million dollars saved against budget. (FY03) over $800,000 saved

against budget. $35 million budgeted annually.

. Took the lead and successfully drove process and lead Lean logistics

implementation nationwide.

. Developed a physician specific DC within a DC kitting operation.

. Reduced operating costs (25%) within the DC by eliminating all 3PL

managed internal contracts with vendors.

. Led team to streamline replenishment process to reduce cycle time by

over 15%.

. Identified the need, and partnered with corporate logistics to

retrofit multiple temperature controlled rooms to accommodate the

storage of new pharmaceuticals.

. Developed a static labor model with 3PL partners to stabilize labor

costs regardless of volume fluctuations.

MIDAS INTERNATIONAL CORPORATION

2001

GENERAL MANAGER, Baltimore, Maryland

Recruited to provide executive leadership and management for all functions

(shipping, receiving, order filling, customer service call center, human

resources, and on-sight will call operations) within a 200,000 square foot

distribution center to include all profit & loss responsibility. Leading a

60-person team through 3 managers and 3 supervisors for a 2 shift, 7 day a

week operation.

KMART CORPORATION/ADVANCED LOGISTICS

2000 - 2001

OPERATIONS MANAGER; Philadelphia, Pennsylvania

Recruited to manage and coordinate the receiving, order filling, and

shipping of first shift operations of a 2.2 million square foot

distribution center and 400,000 square foot annex. Ensure the highest

standards of quality and customer service are achieved through 8 managers,

and 14 supervisors leading a unionized workforce of 300-600 team members.

. Led receiving and put away departments to number one in the network (18

distribution centers) in all Key Performance Indicators (KPI).

. Reduced shift accident rate by over 45% over the previous year.

. Increased cartons per hour throughput over 100%, 3800 to 7800.

MARBLE CRAFTERS, USA

2000

INDEPENDENT CONSULTANT (6-month contract); Philadelphia, Pennsylvania

Provided transportation and distribution consulting services to develop

processes and procedures to streamline the current functions in the most

cost effective manner possible. These processes were designed to meet the

current operational tempo while allowing for the expected exponential

growth projected over the succeeding two years.

. Developed Transportation Execution Plan to reduce operational costs by

42%.

. Developed inventory tracking and management system.

. Implemented global positioning system on all vehicles to better

streamline transportation costs.

SEARS LOGISTICS SERVICES

1997-1999

SR. MANAGER: HUMAN RESOURCES AND ADMINISTRATION; Jacksonville, Florida

. Developed and implemented unit-wide wellness program reducing worker's

compensation claims by 42%.

. Reduced operational expenses by $104,000 in 1998.

. Reduced overtime usage by 30% over the previous year.

GREYHOUND LINES, INC.

1994-1997

DISTRICT MANAGER; Los Angeles, California and New York, New York

Managed daily operation of number one and number two regions in the company

with over unionized 500 drivers in a seven-state region, through 20

managers and over 50 supervisors in 20 locations. Managed the profit and

loss statement of a budget over 60 million dollars for a regional business

with over 72 million dollars in annual revenue. Additional

responsibilities included, but are not limited to: cost controls, budget

development, safety, driver availability and performance, training, union

grievance resolution, customer service, DOT and OSHA compliance.

. Reduced operating expense 17% while concurrently reducing workers

compensation claims 52%.

. Renegotiated vendor and hotel contracts within region that realized an

across-the-board savings of 33%.

. Partnered with labor leaders and subordinates to streamline the recall of

drivers at the conclusion of nationwide strike.

U.S. ARMY

1985-1994

CAPTAIN; US ARMY, Worldwide

Logistics/Transportation Management

Extensive Supply Chain/Distribution Management background punctuated by

positions of increasing responsibility. (1986 to 1988), Director of

Transportation for a unionized multi-national civilian and military

organization in Germany with 470 civilian employees, supporting over 70,000

people. Key accomplishment award for best maintenance program in Europe.

Runner up Army wide. Commander of one of two (Army unique) Hovercraft

Companies. (1989-1992) Chief of Marine Ocean Terminal Branch at the

Transportation School and subject matter expert on marine terminal

operations. (1992-1994)

HONORS

U.S. Army ROTC, Distinguished Military Graduate

MILITARY

Logistics and Transportation Management

AWARDS

Henry Becton Award for Quality Excellence

BOARDS/AFFILIATIONS

Board of Directors Upstate University Hospital; Syracuse, New York

Member New York Association of

Convenience Stores (NYACS)



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