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Customer Service Manager

Location:
Brantford, ON, Canada
Salary:
55-65,000
Posted:
June 30, 2015

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Resume:

Objective

To secure a position where my abilities and strengths can be used for mobility and achievements helping the company gain a larger market share with over twenty-three years of combined experience with Excellent Management and Supervisory Skills in security.

Experience

Lineage Logistical Operation Manger 02/10/2014 – present

Manage all aspects of operational business through various mean of communication with the operations personnel.

Liaison between the company and customers and frontline workers.

Develop daily productivity tracking by employee and chart monthly,

Ensure leadership, integrate and evaluate work performance assigned to the operation department managers against the annual budget.

Supervise, mentor and support the all members of the warehouse, laborers, engineers and office staff, and upgrading of skills, to benefit the company, through continuing education.

Manage all warehouse department problem solving; enforcement of discipline regarding policies/laws; make consistent and decisive decisions.

Track labor cost and profit.

Manage and implement ways to eliminate or reduce significant bottle necks and barriers to production promote team building, and improve business practices.

Coordinates support for conduct of appropriate courses with outside agencies and direct the work of contractors to accomplish the job at hand.

Ensure improvement of warehousing; safety and security of the warehouse; monitor training to stay current; conduct employee safety training programs.

Ensure company is audit ready as it relates to food safety and other duties as needed and assigned.

Conducts meeting with the staff to review department changes and statistics, respond to questions, and communicate any issues/concerns to the group.

Ensure that all employee question or problems encountered are resolved in a timely and accurate manner.

Manage Customer service in relation to competitively bid new customers and monitor cost effectiveness of existing customer base.

Supervises development of requirements, issues and needs for inclusion in implementing programs designed to educate, train, and develop all employees.

Ensure a positive work environment, and associate recognition.

Matson Logistical Operation Manager 09/13/2010 – 01/10/2014

Ensure accounts receive and shipped fully, requested productivity and quality levels.

Develop and maintain full communication within the region, facility and corporate offices.

Manage the facility as a separate entity/profit center.

Manage all aspects of the distribution center to include transportation when applicable.

Review all facility financial information to include weekly flash reports, annual budget preparation and Profit/Loss statements.

Ensure that all licensing and permits are in place as required by state and local law.

Conduct performance reviews of management and assist supervision with performance reviews for all associates within the facility.

Ensure work schedules are in place promote efficiency.

Review all equipment preventative maintenance schedules and work orders.

Develop daily productivity tracking by employee and chart monthly.

Ensure proper percentage of labor is charged to respective departments to ensure proper factoring is achieved to identify accurate productivity.

Able to function is multi-shift / multi-site operations.

Ensure the daily pre-shift meetings cover previous productivity, operational problems, forecasting workload and any other pertinent company information.

Perform annual review of customer contracts, determining and recommending annual increase to the Regional Vice-President and Director of Business Development.

Review and coordinate all shift paperwork.

Audit all billing activity for accuracy.

Properly sign and authorize all purchase order requisitions, vouchers and customer billing. Ensure that all paperwork is handled in a timely manner.

Coordinate all alarm-monitoring systems and review sprinkler system testing.

Review and maintain SOP book and use own discretion when distributing to others.

QVC, INC Distribution Center Supervisor 10/13/2007 – 09/13/2010

Under the direction of the Area Shift Manager and On-Call Manager, provides leadership, direction and support to the department.

Assist management with information and knowledge in all administrative aspects of the operation.

Create statistical and narrative reports, documents ad correspondence.

Operates the department in a cost efficient, quality-oriented manner to achieve excellent customer service.

Monitors and maintains a quality working environment in promoting effective employee relations. Supervises day-to-day operations for the assigned area.

Circulates around area, prioritizes, assigns, and reviews work to maintain department efficiency and meet productivity, volume and quality goals.

Ensures that consistency complies with company department policies, procedures and performance standards.

Implements operational plan to achieve designated objectives, established performance goals and quality standards.

Take a pro-active approach to analyzing deficiencies and developing plans to correct.

Participate in administrative surveys and project solving questions.

Work cooperatively; utilizing a team approach to achieve performance goals established for bases and flex employee groups.

Effectively utilizes the team structure to provide a high level of support and interaction with all on call/variable employees.

Partners with Variable Labor Manager to continually improve the effectiveness and efficiency for the On Call Variable Staffing Program, and its ability to meet changing employee and business needs. Conducts meetings with staff to review procedures to determine effectiveness and need for improvement, or revision.

Participates in the development of short and long-range goals for department, including budget, staffing, and systems requirements.

Assist with specialist project involving continuous improvement both inside and outside areas of direct responsibility.

Completes and administers performance appraisals.

Wal-Mart Distribution Center Area Shipping Manager 12/13/1999 - 10/12/2007

Maintain effective communications with senior leadership members to provide feedback and development of associates.

Determine work procedures, prepare work schedules, and expedite workflow.

Issue written and oral instructions.

Assign duties and examine work for exactness, neatness, and conformance to policies and procedures.

Study and standardize procedures to improve efficiency of workers.

Maintain harmony among workers and resolve grievances.

Interview and hire new employees.

Confer with other managers in the distribution center to ensure coordination of other warehouse activities.

Confer with other managers outside of the distribution center to ensure coordination of other functions such as production, inventory management and quality assurance.

Ensure correct shipment of international orders and hazardous material orders.

Identify employees’ skills and develop them by coaching and counseling employees on a regular basis.

Conduct annual performance reviews and provide continual feedback on both positive and negative performance.

Writes semiannual/annual evaluations for associates and supervisors.

Promotes warehouse safety with emphasis on accident prevention.

Helps associates reach company incentives.

Conducts associates, leadership mentoring and training.

P&L Team performance reports line-by-line analysis of hours worked versus productivity.

Responsible for managing area shipping dock consisting of 25 associates, two supervisors, and one shipment clerk.

Maintaining the area throughout making sure the dock setup properly, load/unload merchandise. Perform order filling.

Ensure area is ready for shift transition.

Helps associates reach company incentives.

Perform hiring and promoting of lower level associates to supervisory positions.

Maintain effective communications with senior leadership members to provide feedback and development of associates.

Maintained the integrity and quality of inventory receipts and shipments.

Managed inventory levels using daily, weekly and quarterly audit cycles within the building and the offsite building.

US Army 04/18/1992 - 04/14/1995

WIN WWMCCS//GCCS Operator

FT Stewart, Georgia United States

Operated and maintained the Worldwide Military Command and Control System Information Network Global Command and Control System processing classified message traffic Security Manager and assisted in the Commands contingency and operational planning Duties: Extensive use of Telnet Systems and global distribution Intranet System, YMS, WMS, and XP.

Education

Saint Leo College Saint Leo F… Spring 97

USASCFG Fort Gordon GA…… August 87 to July 97

John Tyler Community College Chester Virginia… Fall 84 Spring 86

Pensacola Junior College Pensacola Florida… Fall 76 to Spring 77

Skills

Business Training In: Inclusion Mindset

Diversity training

Logistical Quarterly

Behavioral Interviewing

Computer Systems Architecture



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