Quality Assurance Customer Service
Resume:
David M. Arbour
Baton Rouge, LA 70819
********@*****.***
Professional Profile
Over ten years of comprehensive experience in distribution center and warehouse operations. Nearly five years of
experience in process improvement studies and SOP implementation. Over five years of professional leadership
experience over both hourly and salaried staff. Strong record of improving productivity rates by enhancing processes
and refining accountability measures. Over three years of experience in database creation and application
development.
Areas of Expertise
Operations Management
•
Project Management
•
Quantitative Analysis
•
Policies, Procedures and Standards
•
Strategic Planning
•
Quality Assurance and Safety
•
Continuous Process Improvement
•
Database Design and Implementation
•
Professional Experience
Carquest Distribution (July 2010 – Present) Raleigh, SC
July 2010 – Present
Stocking Sueprvisor – Baton Rouge, LA
Manage daily operations and strategic planning for an inbound stocking and inventory control team. Set expectations
for, develop and coach twelve hourly employees. Ensure daily goals are either met or exceeded.
Covenant 3D (May 2007 – July 2010) Grantville, GA
June 2009 – July 2010
Director of Operations – Baton Rouge, LA
Orchestrate the creation and completion of all design projects in a small architectural illustration firm. Manage the
daily operational tasks of three freelance artists. Ensure that all projects are completed on time and within budget
and that all client concerns and questions are answered promptly.
• Created a Windows .NET application to help keep track of projects and to help streamline inter office
communication.
Associated Grocers (September 2006 – May 2007) Baton Rouge, LA
September 2006 – May 2007
Operations Analyst – Baton Rouge, LA
Create and maintain specific operational reports for the vice president of operations. Analyze generated reports and
suggest changes in procedure to improve upon areas of opportunity.
• Created several Microsoft Access database applications to aid in gathering and analyzing data for the
creation of new reports and the modernization of existing reports.
The Home Depot Direct (June 2001 – September 2006) Atlanta, GA
June 2005 – July 2006
Outbound Distribution Center Supervisor – Hagerstown, MD
Manage daily operations and strategic planning for an outbound packaging team, an outbound order resolution team,
and a customer service center liaison team. Set expectations for, develop and coach over sixty hourly employees.
Ensure daily service levels are either met or exceeded in a same day shipping environment.
• Helped create and implement a multiphase performance management plan for the outbound selection
department.
• Aided in the creation of a real time performance tracking application for the outbound selection
department.
• Assisted in devising an updated facility staffing plan and major schedule overhaul.
• Helped create a facility wide quality assurance program with an emphasis on training and accountability.
• Directed the creation and implementation of an automation and documentation application for the outbound
order resolution department.
• Appointed as a key player to an incident escalation list where all customer concerns are routed until
resolved.
• Improved upon a long standing process to ensure that all next day air packages ship on time.
• Implemented a team oriented statistical spreadsheet that ultimately became an overall facility time
management application.
• Appointed as facility trainer for all new employees.
January 2005 – June 2005
Outbound Distribution Center Supervisor – Hagerstown, MD
Manage daily operations and strategic planning for a comprehensive night shift outbound shipping team. Set
expectations for, develop and coach over thirty hourly employees. Effectively manage entire outbound shipping
process consisting of three departmental areas including: order selection, packaging, and order resolution.
• Increased average team productivity rates from 5.15 lines per hour in January to 14.76 lines per hour in
June.
• Created a daily workload recap which ultimately became a facility wide standardized dashboard.
• Implemented a new departmental reward and recognition program.
• Appointed as night shift safety captain.
• Created a manual time management documentation process in order to collect and exploit accurate
statistical data.
• Successfully trained and transitioned the night shift business model from a store stock order structure to
that of a direct customer specialty order structure.
October 2004 – January 2005
Distribution Center Team Lead – Hagerstown, MD
Manage daily operations and strategic planning for an outbound order resolution team. Set expectations for, develop
and coach ten hourly employees. Document and report upon all quality opportunities in an 825,000 square foot
facility.
• Implemented a manual documentation process in order to collect accurate statistical data.
• Improved upon productivity rates by introducing new levels of organization and accountability.
• Developed initial SOPs, training manuals, and production standards in a start up environment.
December 2002 – October 2004
Command Center Clerk – Baton Rouge, LA/Hagerstown, MD
Direct and manipulate the flow of orders into and out of the distribution center. Act as a liaison between a customer
service center and the distribution center. Make order modifications or cancellations as directed by the customer
service center. Work closely with an inventory control team to resolve problem orders and ensure that service levels
remain acceptable. Prepare and file bills of lading for all outbound freight.
• Conducted a study with the aim of identifying and improving upon current facility packaging procedures.
• Created new SOPs for several outbound packaging departments.
• Trained in and became an expert of the AS400 warehouse management system.
June 2001 – December 2002
General Warehouse Associate – Baton Rouge, LA
Select orders via an RF based warehouse management system in a 280,000 square foot facility.
• Aided direct supervisor in allocating personnel to specific tasks and controlling overtime hours.
• Maintained a production rate of 62.8 lines per hour when the standard was 35 lines per hour.
United States Army (July 1996 – July 2000) Washington D.C.
July 1996 – July 2000
Petroleum Supply Specialist – Hanau, Germany
Manage the receipt, storage, and distribution of all petroleum based products within a base complex of over 1,500
military personnel. Lead a small squad of salaried soldiers in day to day operations and strategic planning.
• Proud member of a unit awarded a presidential citation for valor during Operation Joint Guard in Bosnia.
• Awarded fourteen various medals and commendations over a four year enlistment period.
Education
Southeastern Louisiana University Hammond, LA
Nursing course of study, 2001 2004
• 92 credit hours earned
• GPA of 3.92
Walker High School Walker, LA
High School Diploma, 1992 1996
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