Manager Customer Service

Cedric Estes

**** ***** ***** ( Memphis, TN ***25 ( 901. 624-0700( ********@***.***

OPERATIONS MANAGER

> Accomplished, results-oriented professional with a 17+ year successful

track record in operations management, supervision, and quality

assurance.

> Engender instant credibility and trust immediately upon first

impression. Solid listening skills and ability to establish solid

business relationships; quickly build rapport, establish trust, and

motivate others.

> Solid management skills complement the ability to facilitate agreement

between individuals with diverse organizational perspectives. Proven

ability to effectively communicate critical business issues, providing

realistic recommendations to decision makers.

> Able to analyze complex business procedures and recommend ways to

increase productivity and organizational effectiveness.

> Tenacious problem solver; assume ownership of issues to ensure complete

resolution. Excel in highly challenging environments requiring focused

decision-making and a calm presence.

> Technical proficiency with Microsoft Office, Lotus 1-2-3, Gold, Stratgi,

Flowrax, JBA, and SAP.

CORE COMPETENCIES

( JIT and Lean Management ( Project Management

( Strategic Planning ( Training and Team Leadership

( Process Improvement ( Problem Solving & Analysis

( Total Quality Management ( Warehousing / Distribution

PROFESSIONAL EXPERIENCE

Supply Chain Manager 2011 - Present

FedEx Supply Chain ( Memphis, TN

. Develop and implement process and procedures for onboarding new

accounts that resulted increased revenue generation for the operating

facility through establishment of receiving, inventory, picking, and

shipping activity.

. Developed and implemented processes that resulted acquiring and

sustaining VAUD certification for distribution of medical devices.

. Developed and implemented time and labor management system to enable

real time monitoring of employee time and attendance and ability to

measure and increase productivity.

. Captured operational expenses to serve as input for budget planning

and development.

Key Accomplishments:

> Developed inbound quality inspection of all materials arriving

at the facility.

> Developed standardized receiving specifications for product

identification and documentation.

> Established / Maintain cycle count by location program.

> Developed product conversion procedures for customer owned

inventory.

Inventory Control Manager 2003 - 2011

Technicolor ( Memphis, TN

. Developed and implemented numerous processes that resulted in improved

workflow while decreasing customer complaints.

. Coached and mentor subordinates to focus on overall equipment

effectiveness, productivity tracking, and ensuring on time product

deliveries.

. Captured operational expenses to serve as input for budget planning

and development.

Key Accomplishments:

> Reduced cost per unit by 25% by combining job duties to decrease

staff needed. Reduced head count by 40%.

> Increased productivity by 38% through maintaining 98% inventory

accuracy as receiving supervisor.

> Promote from kitting/ Receiving supervisor to IC manager through

decrease receiving errors by 30% and increase receiving capacity

by 25%.

> Developed inbound quality inspection of all materials arriving

at the facility.

> Developed standardized receiving specifications for product

identification and documentation

> Established / Maintain cycle count by location program.

> Developed product conversion procedures for customer owned

inventory.

> Increased product accuracy by 25% through continuous inventory

counts and key point receiving for dock to stock accuracy.

> Increased on time delivery to 98% through detailed process

mapping and operational streamlining. Conducted training, and

updated policies and procedures to reflect current practices.

Customer complaints dropped 15%.

Reverse Logistics Supervisor 2001 - 2003

Communication Test Design, Inc. ( Memphis, TN

. Responsible for 65 employees.

. Developed and managed operational budget for four departments.

. Created / Implemented policy and procedure manuals for operations

. Analyze inventory discrepancies to ensure all inventory levels are

current and accurate for distribution

. Accountable for the final approval of products to sellable inventory

. Ensured proper defective material was shipped to appropriate repair

facility

Key Accomplishments:

> Negotiated agreements with vendors

> Implemented cost savings strategies on company wide

> Streamlined company operations and generated savings of 20%

> Developed and managed operational budget for four departments.

> Created / Implemented policy and procedure manuals for

operations

> Generated savings by implementing processes to eliminate

unnecessary cost of reprocessing

> Organized and implemented warehousing / tracking system to

ensure proper shipping and receiving

> Promoted from coordinator to section head to supervisor in less

than two years.

Dispatch Operator / Data Analysis 2000 - 2001

Penske Logistics ( Memphis, TN

. Coordinated the daily activities of routing, dispatching and delivery

of pertinent freight to third party.

. Analyzed shipping data to ensure proper affiliates receive freight in

an accurate and timely manner

Key Accomplishments:

> Increased the quality of daily performance by 10%.

Operations / Warehouse Supervisor 1996 - 2000

Pitman Company ( Memphis, TN

. Collections, accounts payable, and customer service

. Maintain contract accounts pricing structure and re-supply levels

utilizing a Unix Data System

. Purchased monthly inventory for consignment accounts by developing

maximum and minimum inventory levels to increase the JIT process

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. Received raw materials, and processed them into the inventory system

by item, quantity, and location. Received and cataloged daily

shipments.

. Scheduled pickups, loaded shipments by destination and consignment

facility, and identified delivery time and date. Ensured product was

correct and arrived to customer on time.

. Conducted training in the proper techniques for lifting and OSHA.

United States Air Force / Security Specialist

1994 - 1996

Ramstein Airbase ( Germany

. Provide security for airbase and surrounding communities

. Assist with training security unit personnel

. Maintain training operation systems

EDUCATION

University of Memphis, Memphis, TN

BA, Computer Science and Mathematics

Cedric Estes 901-***-**** ( ********@***.***( Page 3 of 3

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