Customer Service Manager

Andre S. White

**** ****** **. **** ******, IL **406. 214-***-****. *****.*********@*****.***.

SUMMARY

Proven ability in customer service, team building, process improvement, and implementing new procedures to achieve success.

Skilled in working with all levels of management and communicating with both internal and external customers to achieve company

goals. Possess many different technical skills such as MS Office, SAP, AS400, Outlook, and Kronos to name a few. Given these

skills, background, and experience, as well as time six years’ time served in the United States Army Reserve, will be able to transition

into many different fields functions.

EDUCATION

BACHELOR OF SCIENCE IN FINANCE; MAY 2001

NORTHERN ILLINOIS UNIVERSITY. DeKalb, IL

PROFESSIONAL EXPERIENCE

OPERATION MANAGEMENT, LOGISTICS MANAGER

NESTLE PROFESSIONAL VITALITY. FEBUARY 2012- MAY 2013

Managed the people, quality of work, training, and production of a team of 15 associates and 2 clerks

Responsible for the shipping, loading, and, picking departments.

Maintained a safe and clean work environment by directing employees to use the control points laid out to

them, operate equipment properly, and report any unsafe working conditions as soon as possible.

Team maintained a 100% transport rate and that ensured all products were loaded and shipped on time.

Accuracy level for picking group consistently over the 99.7% mark.

Resolved any personnel issues immediately by first listening the problem, completing an investigation of the

problem, providing feedback to all parties involved, documentation of incident, and prompt action if needed.

Provided customer service to both internal and external customers with any issues.

INVENTORY CONTROL SUPERVISOR, NOVEMBER 2011- FEBUARY 2012

Provided training to all Inventory Department personnel.

Responsible for maintaining the inventory for a plant with over 6,000,000 million dollars of finished goods

and raw materials.

Direct reports were responsible for producing accurate counts daily and reporting their numbers. Any

variance would be researched.

Worked with various departments to ensure the Inventory Departments role was done effectively and

efficiently.

OPERATION MANAGEMENT, PRODUCTION SUPERVISOR

PEPSICO. JULY 2009-SEPTEMBER 2011.

Supervise the order building, loading, and certifying processes to ensure delivery of customer orders.

Ensure department inventory levels are maintained to fulfill the daily sales need.

Worked closely with sales team to solve issues experienced by customer.

Responsible for the hiring, cost, safety, productivity, and quality of the warehouse.

Delivered 100% of all cases ordered by customer within their standard 24 hour turnaround time.

Utilized docks, warehouse layout and route truck loading patterns to minimize loading time.

In 2010, responsible for shipping more than 10 million cases of product to our customers at a 99.5 percent accuracy rate.

Ensure the department is adequately staffed, managed and trained.

In 2009 and 2010, Mesquite, TX operation # 1 in production cost and # 1 in productivity.

Maintained all housekeeping and safety standards.

ACCOUNT MANAGEMENT, CUSTOMER SERVICE CENTER SUPERVISOR

MEDQUIST, INC. APRIL 2007-MAY 2009.

Responsible for real-time resource assignments in terms of same day supply/ demand deficiencies.

Owned all daily profile updates for 6000+ DocQScribe users, and all QA Rule additions and deletions.

Teamed with Development and IT to develop, design, test, and implement the automation of company workflow.

Worked with various teams daily to ensure maximum customer experience.

Provided customer service to hospital personnel in use of company service.

OPERATION MANAGEMENT, DISTRIBUTION CENTER SUPERVISOR

ANIXTER CORP. FEBRUARY 2004-APRIL 2007.

Managed the people, cost, quality, productivity, and the safety of the LTL, Small Parcel, and Inventory Control operations.

Ensured internal and external customers received highest level of service.

Fostered continuous improvements in quality by utilizing root cause analyses on all errors within my departments.

Decrease Small Parcel customer reported errors by 40% in 2005 & LTL errors by over 10% in 2006.

Worked to streamline several processes that helped cut LTL department expenses $26,000 in 2006.

Consistently exceed departmental P&L goals, contributing substantially to facility being substantially under budget in 2005

& 2006.

Increased Shipping Departments Task Per Paid Labor Hour figure by 15% and also cut Overtime FTE number by 78%.

Responsible for the development of two associates who were eventually promoted to Distribution Center Supervisors.

Span of control reached over 20 associates within a 500,000+ square foot facility.

OPERATIONS MANAGEMENT, SERVICE MANAGER II

FEDEX. MAY 2001-FEBRUARY 2004.

Supervised the training, retention, safety, and service/productivity goals for the load, unload, and sortation departments.

Reduced package damages by intensive communication.

Team improved safety margin. Able to maintain injury free workplace for 120 continuous days.

Improved facility profitability and reduced costs through several targeted training initiatives.

Provided communication and feedback to direct reports and upper management.

Promoted to Service Manager II within my first year with the company.

Responsible for the development of one associated who was eventually promoted to Service Manager.

Span of control reached 24.

UNIT SUPPLY SPECIALIST

UNITED STATES ARMY RESERVE. MAY 1995-OCTOBER 2002.

Completed a four-month basic and skill training in September 1995.

Sustained and distributed large inventories of food and supplies.

Maintained files and records of incoming and outgoing food and supplies.

Communicated supply projections for forth coming years to higher-ranking personnel.

COMPUTER KNOWLEDGE

MS Word/ Excel/ PowerPoint/ Access • Main Frame • WMS Crystal Reports Windows 95/ME/NT/XP

Internet Explorer and Netscape Navigator AS/400 NotePad Adobe Acrobat Kronos

ACHIEVEMENTS

H&R Block Income Tax Course Level I & II September 2007 FedEx Purple Ribbon Award. September 2004

FedEx Quality Recognition Gold Level Award. September 2004 & December 2003

Operations Manager of the Month, FedEx, February, 2003 Completed: FedEx Operations College, Phoenix, AZ. December 2002

Completed: FedEx Leadership College, Pittsburgh, PA FedEx Operation College, Phoenix, AZ. November, 2002 United States

Army Honorable Discharge Department of the Army Certificate of Appreciation

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