Manager Customer Service
Resume:
Little Neck, N.Y. 11363
*********@*******.*** 718-***-****
Professional Profile
Accomplished and experienced Operations Executive managing all levels of
distribution and warehouse operations, store/B2B deliveries, logistics
and transportation management. Strong track record of delivering mission-
critical results while demonstrating proficiency in staffing, problem
identification and solving, cost-effective management, innovation and
commitment. Business-savvy, client focused, hands-on individual who is
solely performance and results driven. Prepared to do whatever the job
requires including relocation and travel. Team builder comfortable in
both non-union and union environments within both store and warehouse
environments. People person with strong interpersonal skills pertaining
to both rank and file, inter-departmental and upper management.
Skill Highlights
* Expertise in all facets of warehouse management, 3PL, facility
management, logistics, transportation, and distribution both outbound
and inbound and all their nuances.
* Proven ability to plan, organize, and manage within diverse business
climates.
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* Strong track record of execution against integral objectives to assist
in the company's growth, goals and profitability.
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Dedicated, motivated, hard-working leader who can bring
vital change both in and out of the organization.
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* Executive leadership qualities including creativity, innovation,
external awareness, flexibility, resiliency, and long term vision.
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* Strategic thinker who formulates objectives and
priorities, then implements plans consistent with
organizational goals.
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* Negotiation skills, persuades others; builds consensus through give
and take; gains cooperation from others to obtain information and
accomplish goals, builds alliances and is politically savvy.
Professional Experience
* Takes pride that my career is built around innate
integrity, loyalty, ethics and honesty while remaining
pragmatic and unbiased.
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* Proficient written/oral communicator able to be clear, convincing,
concise, organized and motivational. Long track record of policy
writing, implementation and follow through/adherence.
* Talented builder of a solid multi-faceted team that facilitates
cooperation and teamwork to meet the organization's visions, mission
and goals.
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* Results driven individual that has the ability to make well informed
timely decisions, even when data is limited, that produce high-quality
results by applying technical knowledge, analyzing problems, and
calculating risks.
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* Complete accountability, committed to continuous self-improvement,
identifies and analyzes problems. Accepts responsibility for mistakes
and complies with established control systems and rules.
Director of Operations 11/2006-1/2011
Borax Paper Products Inc. Bronx, N.Y.
* Oversaw a distribution operation for a major paper and packaging
company consisting of 85,000 sq. ft., 12 dock doors, 5 managers, 25
delivery trucks and 60 union associates on three shifts. Overall
budget responsibility in excess of $10mm.Reports to the Vice President
of Operations.
* Responsible for creating, implementing, and ensure compliance of new
company policies. Created the company's first safety policy, driver
agreement, driver training program and incentive policy, among others.
Through these policies daily fulfillment improved to 99%, customer
satisfaction soared and morale increased.
* Contributed to the company's growth and profitability in many ways
including a $50,000 annual savings in vehicle insurance through proper
negotiations, fewer accidents, changing body shop and policy changes.
* Spearheaded a plan to change material handling companies for various
equipment, thus saving over the life of the leases $5000+ for over 25
machines. Reduced parking tickets during the delivery process by over
10%+ the last two years through policy implementation and
identifying/correcting problem areas. Increased driver production 8%+
and decreased overtime annually through time/motion studies, improved
routing, cross-training and proper hiring. During my tenure overtime
decreased approximately 50% despite annual company growth of 11%.
* Consistently passed annual Workers Compensation walk-through and
vehicular insurance inspections due to creation of policy,
implementation and adherence, thus saving the company money through
no policy increases.
* Negotiated a .04 per gallon reduction in fuel prices based on usage,
monitored the fuel rebate program, and created savings of $30,000+
based on fuel costs.
* Reorganized truck leasing companies to assure a sense of
"competition", keeping cost increases to a minimum. Short-leased older
vehicles for newer more fuel efficient models creating additional
monetary savings.
* Oversaw all DOT and Human Resources paperwork for my department
including weekly payroll, personnel files, random drug testing/follow-
up, and bi-annual driver abstract report, hiring and firing for all
shifts.
* Liaison to Union, Labor Attorney, consultants, security contractor,
workers compensation, vehicle insurance, all leasing companies,
landlord and auto repair shops. Also handled physical plant and
maintenance of entire facility to assure "tour ready" status,
maintained fleet for safety violations and PM scheduling. Ensured
compliance to safe work practices at all times.
* Prepared at all times to staff for company growth by hiring and
training proper personnel on a timely basis.
* Customer satisfaction primary goal at all times with cross functional
relationships in Customer Service, A/R, A/P and Sales. Mentored new
staff to assure quality service, boost self-confidence and review
policy adherence.
* Productivity reports created weekly, performance reports and executive
summaries reported monthly.
* Daily meetings with Day Manager, Night Manager and Routing Supervisor
to assist in the prioritizing of the day's workload. Review daily
departmental goals, accomplishments, and potential problems.
* Ensure all daily work for inbound and outbound processing and inventory
control is consistently executed at a high level of accuracy (99.5%)
* Periodically go out on driver's routes to assure adherence to all
company policies, time and motion study for routing purposes, safety
and DOT policies. Reports to V.P. of Operations.
Account Executive
5/2005-11/2006
Pacific Logistics Corp
Edison, New Jersey
* Sales representative for this privately held asset based freight
forwarder/carrier that specializes in the movement of apparel to
retailers across the country.
* Developed new business through leads, cold calls, and garment industry
experience. Achieved annual sales of roughly $500,000 that still exist
today. Accountable for all of my established vendors including
overall customer satisfaction, collections, and creation of further
revenue within their operation.
* Thoroughly trained in all facets of transportation including tariffs,
dims, NFMC, rating, forwarders, routing, 3PL and cross-docking.
Director of Operations
3/86-5/2005
Norstan Apparel Shops Inc
Long
Island City, NY
* Manage a staff of 50 union employees and 4 managers responsible for
consolidation, distribution and traffic operations of an 85,000 square
foot DC servicing a 235 unit specialty retail store chain processing
15mm units annual with $150,000,000 in gross sales. Was company's
first warehouse manager with 88 stores.
* Developed/managed a multi-facility 3PL operation that assists in the
processing of merchandise in 4 out of state warehouses totaling an
additional 100,000 sq. ft. and 50 additional employees. New policies
written and implemented within these facilities reducing the price per
garment cost by more than 60%.
* Monitored all traffic functions including supervision, hiring/firing
of contract carrier staff, freight bill approval, and acted as the
vendor liaison to approve carrier selection to negotiate favorable
rates. Constant assessment of optional transportation methods to
enhance efficiency and reduce costs. Author of the company routing
guide.
* Initiated and managed payroll and transportation budgets totaling $15
million. Introduced new pick/pack system and quality control policies
resulting in a constant employee level over the last 6 years despite a
50% increase in units shipped, thus achieving maximum bonus since plan
inception.
* Responsible for procurement, budget, control, and replenishment of all
store supplies while constantly researching different vendors to
assure best pricing. Oversaw the development and implementation of new
store procedures regarding the ordering criteria, resulting in
significant cost savings and improved turnaround time. Budget
responsibility in this area exceeds $5 million.
* Headed up all union related business, coordinated requirements with
union representatives and represented company in all union contract
negotiations.
Currently signed up and in the process of achieving a Six
Sigma Green Belt
Graduate of NYIT 1979...BA Marketing degree
References will be supplied at interview. http://www.linkedin.com/pub/roy-
mangione/2a/6a1/ab5
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