Customer Service Manager
Resume:
RAYMOND D. STAPLETON
**** ****** *****, ************, ** 17202
*************@*****.***
OPERATIONS MANAGEMENT
A results-orientated business professional with proven abilities in
strategic planning, improving efficiency of operations, teambuilding and
detailing project information to determine effective process for
operations. Able to identify areas of strength and weakness and implement
company policies, standards, change in operation, and systems that optimize
productivity and bottom line.
KEY STRENGTHS
( P&L Management ( Continuous Improvement ( Inventory
Control
( Lean Management ( Logistics Management (
Training/Development
( Safety Training ( Customer Service ( Quality
Assurance
CORE COMPETENCIES
V Ability to instill vision to achieve goals and surpass production
expectations while maintaining quality, safety and customer service
integrity through total quality management.
V Maintain integrity and accuracy of the inventory through cycle counts.
V Oversees facility operation to ensure facility requirements are met
within established budget, design plans for facility improvements to
meet production goals and provide superior customer service.
V Improve transportation process, shipping patterns, and
inbound/outbound freight flows through continuous improvement.
V Engagement leadership with associates through Kaizen events
PROFESSIONAL PROFILE
The Home Depot Supply Chain, Hagerstown, MD 11/2011-present
Area Operations Supervisor
. Maintain Inventory accuracy of $65 million dollars of product.
. establish strategies and objectives to meet and exceed Key Performance
Indicators (KPI's).
. Create staffing plan for optimum department operations and performance
rates.
. Train and motivate associates using Best Practices and Standard
Operating Procedures.
RAYMOND D. STAPLETON - Page 2
PROFESSIONAL PROFILE, cont.
Ozburn-Hessey Logistics, Chambersburg, PA 2008-2011
Facilities Operations Supervisor
. Oversaw the daily operation of the Distribution Center.
. Staffed day and night warehouse crews including pullers, loaders, and
receiving personnel.
. Used Volume projections to generate schedules for all shifts.
. Hired and trained all new employees for appropriate shift.
. Directly oversaw all dock appointment times of inbound loads and
scheduled return loads back.
. Met and exceeded company set breakage, and load time goals.
. Increased productivity by 15% to lead all OHL Campuses in 2010
. Created policies and procedures and maintained OSHA compliance.
. Set up vendor accounts and negotiated service contracts.
. Decreased Turnover to only 25% in 2010.
FEDEX GROUND, Inc. 1994-2008
Received subsequent promotions throughout 19-year tenure with one of the
leading package carrier's in the world.
Senior Manager, Hagerstown, MD 2006-2008
. Managed the most productive Pickup and Delivery Operation in the
region out of 22 Facilities.
. Best Retention Facility in 2008.
. Human Resource Excellence Award in 2007.
. Best Accident Frequency Award in 2008.
. Controlled all facility hiring and HR functions.
. Managed a $500,000 per month Terminal P& L to ensure fiscal
responsibility.
. ISO 9001 re-certification in 2008.
. Evaluated & improved cost control.
Pickup and Delivery Manager, Harrisburg, PA 1997-2006
. Managed a staff consisting of 95 contractors and 82 employees.
. Oversaw the daily operation of the transportation department.
. Managed the logistics of route schedules and a fleet of delivery
trucks.
. Directed a workforce of hourly drivers and three salaried employees.
RAYMOND D. STAPLETON - Page 3
Pickup and Delivery Manager, continued
. Managed the hiring and training of all delivery drivers.
. Tracked route payment collections activities, product rotation, and
operations of handheld computers.
. Handled employee payroll and fuel expenses.
. Reduced route breakage and incidents of product loss.
. Ensured satisfaction of customer door times.
. Log all shift activities and resolve problems to prevent escalation.
. Performed terminal business and self assessments.
. Made sure all vehicles were DOT compliant daily with respect to hours
of service and all safety-related items.
. Evaluated and improved cost control.
Service Manager, Baltimore, MD 1994-
1997
. Managed daily pickup and delivery operations.
. Performed 20 terminal day audits.
. Performed customer service rides with all contractors.
. Sourced and selected temporary drivers, as well as package handlers.
EDUCATION & TRAINING
Bachelor of Science, 1994 - Towson State University, Baltimore, MD
Associate of Arts in Business Administration, 1991 - Dundalk Community
College, Baltimore, MD
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