Customer Service Project Manager

PETER SIROIS

*** **** ***** ** * Columbus, OH ***13 * H: 614-***-**** * C:

603-***-**** * ab9knz@r.postjobfree.com

OPERATIONS MANAGER

DISTRIBUTION * WAREHOUSING * LOGISTICS

? Strategic-minded and industry respected management professional

determined to leverage 20+ years of excellence improving business

operations and optimizing productivity in contributing to organizational

development.

? Drive business growth as result of improving services, reducing costs,

streamlining processes and expanding revenues with solid track record

restructuring and overseeing facility operations. Address company

policies and procedures, achieve budget targets, improve accuracy

measurements, enhance customer service, exceed deadlines and surpass

business goals. Improve staff performance through quality training,

development and supervision.

? Collaborative professional with exceptional communication skills and

proven results establishing quality relationships with colleagues,

employees and clients. Highly detail-oriented with strong time

management abilities.

Competencies

. General Management

. Strategic Business Planning

. Budget & Finance Activities

. Service Level Agreements

. Revenue Growth & Expansion

. Startup / Turnaround

. Project Management

. Quality Control

. Workflow Management

. Client Management

. Staff Training & Supervision

. Systems Implementation

PROFESSIONAL EXPERIENCE

. Inventory Management

. Cost Benchmarking

. Change Management

. Productivity Improvement

. Policies & Procedures

. Customer Satisfaction

TRILOGY FULLFILLMENT / GOLDEN GATE CORPORATION, Groveport, OH, 2010-2013

Third-party logistics (3PL) housing for both retail and direct to consumer

channels for Eddie Bauer and direct to consumer channel for Express with

800 associates.

OPERATIONS MANAGER

- Administered daily operations of direct inbound (receiving) and

returns departments. Managed and mentored group of four supervisors.

Trained and developed staff. Analyzed cost per unit and reports.

Monitored service level agreements to achieve company budgetary /

customer service goals.

- Developed and administered annual budget for both departments,

successfully reducing costs for returns department by

25% during first year of employment. Cooperated with training department

in establishing new procedures for each division, successfully improving

operations and efficiencies.

- Led department system conversion from Mainframe (outdated software) to

PKMS, effectively addressing deadline and company budget. Department

leader for Express direct-to-consumer relocation from Gahanna to

Groveport.

- Oversaw all aspects of peak volume planning for each

department with success strategizing, communicating and

implementing various expectations / objectives and proven results

meeting service level agreements, labor budget, accuracy goals and cost

per unit requirements. Directed integration of two brands into Trilogy

DC with success exceeding budget and goal expectations while addressing

customer expectations.

Representative Contributions:

Enhanced 48-hour service level agreements for returns department from

70% to 98.5% and from 40% to 90% for inbound department through

effective communication and goal setting for each department.

Increased productivity within returns department by 20% while

expanding accuracy rate to 98% with results growing weekly funds from

previous -$15,000 to +$1,500.

Improved all aspects of inventory delivery process for express brand

by 75% through meetings with vendors and by implementing various

policies / procedures to ensure accuracy and expediency.

Established quality merchandise inspection vendor card system to

effectively rate performance of each vendor during internal inspection

process significantly reducing labor hours for distribution center

inspections while decreasing costs.

PETER SIROIS

321 Dial Drive 1A * Columbus, OH 43213 * H: 614-***-**** * C:

603-***-**** * ab9knz@r.postjobfree.com

Professional Experience (Trilogy Fulfillment)

Continued...

Implemented quality engineered standards and collaborated with

colleagues in achieving productivity improvements with success improving

units per worked hour by 10% while decreasing cost per unit by 15% for

returns department. Enhanced units per worked hour by 15% and improved

productivity by 10% for inbound department.

Streamlined business operations through administration of

successful operational system conversion and brand integration

with minimal interruption to customer service. Instituted

attendance program for each department successfully improving

attendance by 25% each year.

APPLESEEDS / GOLDEN GATE CORPORATION, Beverly, MA, 2005-2010

Third-party logistics (3PL) company servicing Appleseeds and Drapers &

Damons for both direct to consumer and retail channels.

OPERATIONS MANAGER

- Oversaw successful integration of Draper's and Damon's warehouse

operations. Assisted with all aspects of system conversion. Trained,

mentored and supervised staff. Cooperated with colleagues in

implementing quality processes, policies and procedures.

Representative Contributions:

Project Manager for multiple projects including installation of two

story pick platform that increased slotting capacity by 200%.

Administered project for warehouse relocation of Drapers and Damons

together with consolidation into 3PL with success achieving significant

cost savings while improving efficiencies

Improved retail channel service by 20%. Created stable and consistent

flow of goods to stores, resulting in freight charge reduction costs

(eliminating need for expedited deliveries).

Increased inbound productivity by 35% for Appleseeds.

HH BROWN / BORN SHOE CORPORATION, Dexter, Maine, 1994-2005

Established Footwear Corporation with success selling internationally and

directly to various retail chains (Nordstrom, Macys, Von

Maur and Dilliards) with 1,000+ employees. Stand-alone distribution center

transformed into 3PL servicing six brands.

OPERATIONS MANAGER / DISTRIBUTION DIRECTOR

- Oversaw daily distribution center operations for five of 16 HH Brown

businesses. Managed daily activities of five supervisors and four clerks

with 200 to 600 associates. Hired and trained employees. Received and

stored all inbound deliveries within 24 hours. Oversaw inventory;

processed all returns and shipped all orders within 48-hour

service window. Monitored costs of labor and equipment. Examined and

prioritized service levels. Analyzed daily reports.

- Department head of successful system conversion to optimize business

operations. Project Manager for two relocations of distribution center

operations in six years due to company growth, accomplishing both

deadline and budget standards. Assisted with distribution operations

for direct-to-consumer company (Shoeline.com). Cooperated with

training department, engineers, vendors and temp agencies to prepare

associates for go-live.

Representative Contributions:

Increased production by 25% and achieved $50,000 in labor savings by

implementing highly effective productivity standards. Achieved 98%

outbound performance accuracy rate by establishing effective precision

standards and through excellence in inventory control.

Instrumental in expanding company growth by 15% to 35% annually as

result of initiating and executing successful labor, safety, accuracy

and productivity policies. Instituted accuracy, productivity and

attendance programs.

EDUCATION & CREDENTIALS

ASSOCIATE IN BUSINESS MANAGEMENT CANDIDATE

Columbus State Community College, Columbus, OH

321 Dial Drive 1A * Columbus, OH 43213 * H: 614-***-**** * C:

603-***-**** * ab9knz@r.postjobfree.com

Contact this candidate