Manager Service

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Nicolette James

*** *. ********* *****, ******, Kansas 66061 Phone: 316-***-****

Email: ************@*****.***

MANAGEMENT & TRAINING PROFESSIONAL

Business Development / Six Sigma Green Belt / Employee Supervision /

Metrics & KPI's

Training & Development / Profit & Revenue Growth / Client Retention &

Service / Solutions Selling

Process Improvement & Implementation / Employee Assessment & Certification

Processes

Performance-Based Management / Team Building / Budget Administration /

Departmental Liaison

American Eagle Outfitters, Ottawa, Kansas

Operations Manager-Distribution Center, August 2010 - Present

. Direct weekend shift for large eCommerce Distribution Center (direct

to consumer), including Shipping Receiving, Palate Build, Returns,

Picking, and Packing.

. Manage three direct supervisors and 80 - 250 indirect, ensuring proper

packaging and routing of 10,000 - 80,000 orders daily. Supervision

includes interview, hiring and dismissal, performance reviews for

direct reports, coaching, general oversight, certification processes,

discipline, and increasing productivity via coaching and IDP's as

necessary.

. Co-manage $25,000,000 budget, inclusive of weekly labor reporting,

staffing adjustments, coordinating rerouting of staff to adjunct

areas, aiding in presentation of budget information to senior

management, and working to control cost overruns.

. Implement process improvement and cost saving measures, including:

o Co-implemented rollout of new department-specific certification

program encouraging cross functional skills, with 50

certifications awarded to date. Coordinate with retail and

consumer areas to schedule staff for certifications.

o Created capacity analysis PowerPoint to determine actual

capacity of each area/department, including long term

expectations, for Director and Vice President, detailing impact

of doubling output versus building adjunct distribution center.

o Enforced production policy for weekend shift, moving from -10

points below baseline to meets or exceeds production standards

and service level agreements monthly.

o Proposed three week delay in seasonal staffing increase, saving

$170,000 in labor costs, while maintaining training competencies

and service level agreements.

o Launched workflow efficiency initiative impacting shipment of

lightweight items, installing lightweight cloth bags throughout

multiple stations for package transfer versus associate leaving

area for distribution to large carrier.

o Collaborate with team on improving current processes through

technology, including new sorter increasing productivity by 50%,

and ensuring the new technology is utilized and working

correctly via staff and IT input

o Decreased international shipment timeline one full day by

enhancing signage to decrease sorting processes at USPS.

o Currently initiating a forklift production standard including

establishing metrics.

. Received Outstanding Rating on performance review for 0 (zero) OSHA

reportable accidents during year.

. Coordinate with logistics and Operations Managers to ensure proper

loading of trailers by vendors and priority item arrival for increased

efficiency in offloading.

. Investigate vendor shipment theft and potential of theft.

. Selected for membership in multiple committees:

o AE Foundation Committee: charitable foundation providing

variety of volunteer activities, including review and award of

grants to various communities, October 2010 - Present

o Associate Appreciation Committee: organization of vendor

luncheons for staff (approximately 625 staff members),

encompassing contests with rewards for associates. Vendor

participating include Oklahoma Joes and Chris Cakes, January -

April 2011

. Attend monthly Safety Committee Meetings and perform quarterly safety

walk-through's (with direct reports performing inspections monthly).

Nicolette James, Resume - Page Two

. Facilitate weekly Group Lead and monthly random associate meetings

garnering feedback regarding operations and efficiency improvement

recommendations.

. Tour other company distribution centers for ideas to impact AEO

distribution centers.

. Rotate staff within variety of positions avoiding muscle fatigue and

mitigating carpal tunnel issues.

Cintas, Olathe, Kansas/North Kansas City, Missouri

Market Manager, December 2008 - August 2010

Sanis Service Manager, March 2008 - December 2008

First Shift Production Supervisor, June 2007 - March 2008

Management Trainee, January 2006 - June 2007

Market Manager

. Managed 500+ customers throughout Greater Kansas City area,

encompassing Menorah Hospital, Research Psychiatric Center, Mid-

Continent Public Libraries, MWV Calmar, Harte Hanks Marketing,

Enterprise Rent-a-Car, Lee's Summit Medical Center, MidAmerica

Research Hospital, Kansas City Museum, Farmland Foods, Executive

Beechcraft, Bank of America, Hallmark-Lawrence Branch and Heartland

Hospital-St. Joseph.

. Supervised six direct employees and two indirect staff, including

interview, hiring, dismissal, training, general oversight, coaching,

mentoring, performance reviews, Individual Development Plans, ride-

along's, biweekly action plans, and merit/salary determination.

. Consistently grew annual revenues and profit, including:

o 100%+ growth in Deep Clean Division, FY 2009 to FY 2010.

o 12.9% revenue growth overall, FY 2009 to FY 2010.

o 8.5% profit margin, FY 2010.

. Administrated and co-develop $714,000 annual operations budget for

Sanis and Deep Clean divisions.

. Documented metrics for business gains and losses, pre-installs,

customer visits/phone calls, employee ride-along's, debriefs/action

plans, safety improvements and training, meeting notes, preventative

maintenance, safety score cards, physical performance and accuracy of

job, equipment cleanliness, and discipline issues.

. Visited 10 customers weekly to determine satisfaction level, establish

new customer expectations, assist with collections for past due

customers, and order products for servicing of clients.

. Called on accounts in jeopardy, and quoted or negotiated service

pricing to acquire or retain business.

. Routed all new customers on Sanis Service side, and performed twice

annual routing evaluations and reassignments for enhanced customer

service and cost savings.

. Conducted Olathe location safety training and walk-through's

(interior/exterior) for health and safety audits.

. Attended sales meetings for motivational offerings of sales growth and

lead contests for personnel.

First Shift Production Supervisor

. Managed crew of 40-45 individuals, with multi-cultural and language

barriers, including interview, hiring, dismissal, discipline, annual

performance reviews, Individual Development Plans, assist in merit

increase determination with senior management, incentives for project

completion, daily posting of employee metrics, payroll, general

oversight, one-on-one and group training, and coaching.

. Olathe location Six Sigma Green Belt and leader of Six Sigma Team.

. Tracked employee hourly Key Performance Indicators (KPI), performing

random stockroom stations checks, evaluating materials cost and

quality, attendance/tardiness, and project timelines and completion.

. Ensured all projects (hangers hung, garments through steam tunnel,

garments pressed, towels folded, bagged towels, rolling mats, and

loads washed) completed nightly during shift with minimum shortages.

. Directed employee workflow, negating bottlenecks and works stoppages.

. Evaluated areas for process improvement, determining common causes to

improve quality.

. Utilized Ishikawa evaluation of work conditions and root cause

analysis.

. Held biweekly plant service meetings with production supervisors and

service managers regarding any issues.

. Distributed surveys to drivers monthly on plant performance regarding

improvements, action plans, and overall performance metrics, devising

informational spreadsheet for disbursement to local management.

. Provided safety training for new safety rollouts and OSHA regulations.

. Oversaw second production shift during manager absence or vacation.

Management Trainee

. Familiarized with service, production, sales, and administrative areas

via six month rotations.

. Completed assigned projects for management and Six Sigma Team,

encompassing internal audits, quality improvements, metrics, directing

in-house meetings, and handling of client projects.

Nicolette James, Resume - Page Three

Home Depot, Manhattan, Kansas

Special Services, March 2005 - February 2006

. Customer Service Associate, aiding clients in service issues,

equipment rental, returns, credit card applications, order tracking,

large order placement, and checkout overflow.

COMPUTER LITERACY

. Proficient in Windows 98/XP/7, IBM AS400, SAP operating systems, and

Microsoft Word, Excel, PowerPoint, SharePoint, Outlook, MapPoint, IBM

AS400 PowerTerm Pro, COFE (distribution center software) and Adobe

Photoshop applications.

EDUCATION, CERTIFICATIONS & PROFESSIONAL DEVELOPMENT

Baker University, Overland Park, Kansas: MBA, GPA 3.93

Coursework included:

Principles of Organizational Management Accounting Applications

for Management

Information Systems Decisions in Management Legal Environment in

Business

Human Resource Management Managerial Finance

Economic Aspects of Business Decisions Innovative Business Thinking

Business Statistics and Analysis Marketing Management and Strategy

Executive Leadership Business in Today's Global Environment

Strategic Planning

Kansas State University, Manhattan, Kansas: B.S. Kinesiology, GPA 3.6, cum

laude

Butler County Community College, El Dorado, Kansas: Associate of Science

Cintas - Certifications

Service Manager Certification, 2008 Plant Manager Certification, 2007

Six Sigma Green Belt Certification, 2007 (three-day coursework and

certification test)

Heartsaver First Aid Program, including CPR and AED Defibrillator Training.

American Eagle Outfitters - Professional Development

2010/2011: Leadership and Self Deception, Strength Finder Assessment, OAD-

Organization Analysis and Design Assessment, Workplace Harassment,

Workplace Security and Violence

Cintas - Professional Development

2009: Effective Performance Management, Creating an Issue Free

Environment, Spontaneous Combustion, Managing Accounts Receivable, Fire

Safety Trainer, Progressive Discipline, PCI/Information Security Awareness

2008: Service Manger-Lost Business, Service Manager-Managing Pricing,

Service Manager Assessments, Service Managers College (4 day event)

2007: Business Ethics, Proactive Service, OSHA Recordkeeping

2006: Workplace Harassment, Meticulous Hiring, Material Cost Basis,

Advanced Consumer Relations, Documenting Performance, Hazard Communication,

Bloodborne Pathogens

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