Manager Customer Service

Michael Pinson (C): 650-***-**** ********@*****.***

S UMMARY OF E XPERIENCE

Accomplished Manager with more than 13 years of progressive experience and visible achievements in both military

and business environments. Key role in streamlining efficiency: astute at recognizing areas needing improvement, with the

vision to develop and implement necessary changes. Exceptional project management skills with effective combination

of directing multiple priorities and generating innovative strategies to meet and exceed performance objectives.

Demonstrated solid competencies in employee training and development, fostering optimum productivity, high level of

morale and enthusiasm among team members. Articulate communicator at all levels.

CAREER PROGRESSION

S TRYKER O RTHOPEDICS A PR 2 010 – P RESENT

B RANCH O PERATIONS M ANAGER (BOM):

Responsible for the Profit and Loss Statement of a $40 million dollar business; administering all aspects of branch

operations to include: human resources, personnel, budgeting, procurement, inventory management, safety, customer

service and contracts.

Key Accomplishments:

Analyzed inventory turns to identify and return over $600 thousand dollars of excess inventory in the last quarter

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of the year. This effort returned $460 thousand dollars to the bottom line.

Studied 2 years worth of sales data to identify the 20% of core products that generated 80% of the sales. Utilizing

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this data, we streamlined existing kit inventory to reduce excess and obsolescent inventory by 8%.

Used six-sigma methodology to create standards of work where none had previously existed; creating internal

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metrics and tools to measure performance that improved quality standards across all work functions.

Analyzed existing metrics to quantitatively assess the effectiveness of the existing distribution model, finding gaps

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in existing processes and taking the necessary steps to transform the distribution model from a direct source

model to a hub and spoke distribution system. This change reduced delivery times from an average of two days to

an average of twelve hours.

Implemented internal control measures at each hospital to ensure the right product was in the right sub inventory

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location. This small change improved our inventory accuracy by 10% year over year.

L OGISTICS O FFICER – USMC (TRUCK COMPANY COMMAN DER) 2 009 – 2 010

Led a Company of over 220 Marines. Responsibilities include operations, training, evaluation, maintenance management,

safety, facility maintenance, budgeting, administration, manpower, morale, and family readiness.

Key Accomplishments:

Evaluated, controlled, and analyzed the maintenance procedures of over 3,566 major end items valued at $8.9

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million; maintaining a steady state readiness of over 90%.

Successfully passed the Headquarter Marine Corps Field Supply and Maintenance Analysis Office (FSMAO)

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inspection with the Company receiving a grade of 93% out of 100%, the highest grade a Motor Transport section

received in over two years.

Developed and executed the company’s annual training plan; ensuring the plan nested and aligned with higher

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headquarters. Designed and executed platoon training exercises, evaluating individual Marine in the tactics,

techniques, and procedures necessary for deployment to Afghanistan and Iraq.

O PERATIONS O FFICER – U SMC 2 0 09 – 2 009

Responsible for the operational planning, development, execution, and evaluation of training events for the largest

battalion in the First Marine Division (1800 Marines & Sailors).

Key Accomplishments:

Planned and developed the Headquarters Battalion (HQBN) annual training plan in accordance with Marine Corps

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orders and directives; ensuring all training was executed, training metrics captured, and progress reported.

With guidance from the Battalion Commander; formulated battalion policy letters to manage the day to day

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operations of five different companies consisting of 1800 Marines and 35 different occupational categories.

In coordination with the Logistics Officer, forecasted the annual ammunition allocation to support over 50 squad,

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platoon, company, and battalion training events; validating the ammunition planning factors associated with the

annual training plan and ensuring ammunition expenditures were captured, inventories reduced, and documented

appropriately.

In coordination with the Supply Officer, planned and created the annual training budget for the battalion, ensuring

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all forecasted and un-forecasted training events were nested in the higher headquarters budget and obligated as

required.

L OGISTICS O FFICER - U SMC 2 007 TO 2 009

S -4 O FFICER, 3 RD BN – 1ST M ARINES

Led a 40-person team providing supply support, transportation, maintenance, health support, combat service

support, general engineering, and general services to over 1,100 Marines and Sailors on deployment to the 31st

Marine Expeditionary Unit.

Key Accomplishments:

Analyzed pertinent reports to identify trends and root causes in the maintenance system contributing to the 40%

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readiness found upon arrival in country (Okinawa). In partnership with higher, adjacent, and subordinate

elements of the maintenance shop, streamlined supply inventory procedures, reducing redundancies and

improving on hand inventories w which, in turn, drove systemic quality control measures at the using unit level,

contributing to a 60% increase in overall readiness in a two month period.

Planned and executed the successful marshalling, movement, load, off load, and embarkation of over 5,000 pieces

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of Marine Corps equipment; allowing 1,100 Marines to conduct distributed operations from the Philippines to

Korea.

L OGISTICS O FFICER - U SMC 2 006 TO 2 007

C ONTRACTING O FFICER R EPRESENTATIVE (COR):

Acted as the Program Manager/COR for a Wholesale Distribution and Warehousing contract in support of the Gulf

Region Division, US Army Corps of Engineers. Responsible for all phases of the 4 contracts; wholesale warehouse

distribution, convoy security, site security, and air cargo operations.

Key Accomplishments:

• Program Manager/Contracting Officers Representative (COR) for a Wholesale Logistics Distribution

System valued at $360 million consisting of four DOD service contracts, employing more than 1,300

personnel (with 1100+ Iraqi local nationals).

Served as a COR during the request for proposal, source selection process, and award of 4 prime contracts valued

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at $495 million.

Responsible for the drafting and development of all Government requirements to include Performance Work

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Statements and Evaluation Criteria. Seamlessly worked with Joint Contracting Command Iraq to implement the

acquisition strategy, from issue of the request for proposal to contract award.

• Managed the full spectrum of theater logistics (receipt, storage, and distribution) necessary to support the

movement of over $1 billion worth of goods throughout Iraq.

Managed and oversaw 2,000 convoys, delivered 12,755 vehicles, 176,000 weapons, and 120 million rounds of

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ammunition, and almost 70 million individual equipment items (uniforms, helmets and body armor) – over 40% of

all goods required to equip the new Iraqi Security Forces.

HOME DEPOT 2004 TO 2006

STORE LEADERSHIP PROGRAM, ASSISTANT STORE MANAGER:

Responsible for the Profit and Loss Statement of a $65 million retail store. Additional duties include labor

management, labor forecasting, operations, safety, loss prevention, inventory control, and customer service.

LOGISTICS OFFICER - USMC 2001 TO 2004

EMBARK/DEPLOYMENT OFFICER:

Led a 5-person team providing Embarkation/Logistical support to a 2,500 Marine Corps Security Force Battalion.

LOGISTICS OFFICER - USMC 2000 TO 2001

MAINTENANCE MANAGEMENT OFFICER, (MMO):

Maintenance Management Officer for Combat Assault Battalion: Led a 10-person team providing maintenance support

to a $300 million dollar supply account.

PROFESSIONAL TRAINING & EDUCATION

Bachelor of Arts, English, Cal Poly State University, June 1998

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Systems Approach to Training (SAT system)

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Home Depot Store Leadership Training Program

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Safety

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Logistics Officers Course, USMC

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The Basic School, USMC

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650-***-****- ********@*****.***

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