Customer Service Manager

TIM WALKER **** Wessel Dr. Columbus, Ohio *****

******@********.**.*** (H) 614-***-**** (M) 614-***-****

OBJECTIVE: OPERATIONS MANAGEMENT

A highly motivated innovative leader, possessing strong rapport and team building skills, seeks a role within an

organization, achieving success by:

* Mentoring / Molding / Educating Support Staff by Establishing Strong Rapport / Trust, Clearly Informing /

Enlightening, and Positively Influencing Attitudes / Actions

* Building Teams / Morale by Openly and Influentially Communicating / Interacting, and Developing

Training / Motivational Programs

* Evaluating / Critiquing / Developing Staff to Achieve Organizational Goals / Standards while Improving /

Enhancing Methods through Research / Analysis

QUALIFICATIONS:

A detail-oriented resourceful leader with the "ability to communicate well at all levels" offering diverse

experience encompassing:

* Communicating/Presenting Information * Project Planning/Customer Service * Energizing Self-Directed Teams

* Researching/Analyzing Information * Creating/Improving Standards * Evaluating/Critiquing Performance

* Troubleshooting/Resolving * Recruiting/Training/Building * Motivating/Developing Staff

ACHIEVEMENTS:

DEVELOPED COMPANY-WIDE BEST PRACTICES and was selected as Pilot for new paperless (S.C.A.R.E.D) payroll

system. Collected and documented steps that were used throughout 900 store chain.

INCREASED CORPORATE REVENUE by $1.3MM over 5 years, though meticulous auditing, quality feedback

and data tracking, while fostering partnership with vendors to improve compliance performance.

COORDINATED, EDITED AND PUBLISHED inter-departmental Vendor Shipping and Logistics Guide

to 150+ Vendors/Agents in support of multi-billion dollar aspirational specialty retailer.

PRESENTED SUPPLY CHAIN REQUIREMENTS during 4 different Company vendor conferences in Asia.

ESTABLISHED STRATEGY in partnership with Sourcing team members to address vendor compliance

issues while avoiding negative impact to merchandise margin and improving vendor understanding.

PLANNED/OVERSAW a move of 850K units of apparel merchandise from one facility to another

of larger size, while still meeting the day to day replenishment needs of the business.

MENTORED / MOTIVATED / DEVELOPED 3 MANAGERS over the course of 18 months, all of whom are Operations

Managers (a unique achievement in a 31 store market).

EXPANDED PROFESSIONAL EXPERIENCE:

SENIOR MANAGER Abercrombie & Fitch, New Albany, Ohio 1996-2013

VENDOR COMPLIANCE

Responsible for Vendor Compliance, which included two 1MM+ square foot Distribution Centers in New Albany, Ohio and

one 3PL in Europe. Serviced 5 Brands with annual receipts of 140+ million units across 45K purchase orders. Worked closely

with leaders of the business to execute strategy by partnering with different teams within the Company. A member of several

committees within the Company that addressed vendor relations and compliance. In charge of communicating changes of

supply chain requirements to the Company’s vendor partners. Traveled to Asia four times to train/present at Abercrombie -

sponsored vendor conferences. Worked with Distribution Center operations to identify opportunities to improve efficiency;

determined what could be implemented by partnering with the appropriate business groups. Worked with the merchandising

side of the business on special value-added projects; these often included working with 3PLs and required detailed

communication and timing.

TIM WALKER 1707 Wessel Dr. Columbus, Ohio 43235

******@********.**.*** (H) 614-***-**** (M) 614-***-****

EXPANDED PROFESSIONAL EXPERIENCE: (cont.)

SENIOR MANAGER OPERATIONS

Most recently, responsible for the Inbound DC at Abercrombie and Fitch. All inbound receipts arrived and were r eceived in the

DC that I oversaw. Led a team that included 3 supervisors, 4 group leads and 40-50 associates. Along with receiving, the team

also processed orders ie: ran waves, picked and loaded freight to ship to the other DC for packing to Retail Store s and DTC.

Worked closely with the Inventory Management/DC Coordination team to ensure hot orders were expedited through the

inbound process. Partnered with a 3PL that worked on site performing various value added functions in the DC that required a

quick turn, before being shipped out to Stores and DTC. During this time, created yearly budgets for the Receiving and Central

Storage departments, working closely with the Supply Chain Finance team to ensure the DCs met overall Company targets.

DISTRIBUTION CENTER MANAGER

Directed 3 supervisors, 6 group leads and 35-70 associates to meet the daily departmental goals in support of the business;

ensured that staffing needs throughout the DC were met by partnering with managers from o ther departments; communicated

with the Company home office to determine special merchant requests; oversaw the publishing of a “Hot” priority list of

purchase orders; interacted with front-line associates to monitor associate morale, gave feedback and coa ched supervisors.

Developed future leaders of the business from the hourly and salary ranks.

DISTRIBUTION CENTER SUPERVISOR

Led a team of 15-30 associates within an operation focused on supporting the replenishment needs of the Abercrombie & Fitch

business. Daily responsibilities included: direct staff to efficiently and safely retrieve, locate and track product moving through

the Distribution Center; react to and resolve issues relating to shrink in order to maximize distribution opportunities for the

growing business; move quickly and expediently to complete special distribution requests; partner with other departments to

manage flexible staffing in reaction to volume.

STORE DIRECTOR Toys R Us, Columbus, Ohio 1985-1996

Responsible for all aspects of operations of a 100K square foot specialty retail facility. Ensured accurate employee new hire and

payroll paperwork was maintained. Implemented corporate marketing and sales driving initiatives. Trained and coached all

team members to provide excellent customer service. Delivered performance counseling to management team members and

hourly associates as needed. Responsible for P & L, loss prevention and inventory control initiatives within the store. Selected

as the Training & Development store for all newly hired associates.

EDUCATION:

Bachelor of Arts, East Asian Studies Wittenberg University, Springfield, Ohio

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