Customer Service Management
Resume:
Ron A. Harris
Lawrenceville GA. 30043
*******@*****.***
Summary
Result driven supervisor with a history of effectively managing Fortune 100
clients/companies. Strong leader with extensive experience in root cause
analysis, resulting in identifying core solutions and creating strategic
team alliances to increase profits and operational quality. Exemplary
leadership results range from cross functional collaborations and
partnering with managers to identify the key factors and trends affecting
financial performance and recommend action plans for goal attainment or
process improvement. Provide for the company's management succession needs
and individual employee development needs.
Qualifications
University of Richmond E.Claiborne Robins school of Business
(accreditations)
Trained Six Sigma Green Belt
Management Development Program 1
Proficient in Window programs (Excel, Powerpoint, Outlook, and
Word)
Trained in Manhattan WMS (PkMS)
AS400 WMS
Red Prairie exposure
Symbol's Radio Frequency Trainer
Crown Equipment Trainer
Target Selection Interview training
Conversational Spanish training
Awarded Presidential "Rock Award" for outstanding leadership
Work History
Core-Mark International
4820 N. Church Lane SE, Smyrna GA 30080
November 2009 until Present
Core-Mark International, a $6 billion broad-line distributor is one of the
largest distributors and marketers of fresh and broad-line supply solutions
to the convenience retail industry. Core-Mark services traditional
convenience stores, drug, grocery and specialty stores that sell consumer
packaged goods.
Responsibilities:
Responsible for growth and improvement of the Atlanta division. Providing
leadership and establishing SOP's to meet and exceed the company's and
client's expectations. Develop and cross-train team members to increase
bench strength and overall department's stability. Perform employee
evaluations and suggest training methods to reach stated goals. Track and
monitor overtime percentage, pieces per hour, cube per hour and indirect
time to reach company service level expectation of 0.25%.
Management Expertise:
Improved company's service level from a two year trend of 0.40% to a
division's best of 0.24% by providing one on one counseling,
individual training and awareness documentation to department's team
members on mispicks and shorts.
Increased production throughput by 26% by establishing production
standards per production area and holding team members accountable.
Improved cubes per hour from a low of 24CPH to company's goal of
38CPH. Reduced indirect time and unaccounted for time.
Maintain overtime goal of 5% or less by developing 4/10 flex schedule.
Developed and presented 2010 Safety slogan.
Innotrac
6465 East Johns Crossing Suite 400, Duluth GA 30097
October 2002 until June 2009
Innotrac is a full service ISO 9001 certified 3 P L company servicing
clients AT&T / BellSouth, Target, Spanx, Porsche and Disney.
Innotrac has the largest vertical market in the Telecommunications sector
including telephones, DSL and cable modem distribution.
Responsibilities:
Directed all aspects of AT&T/BellSouth self install distribution
program including hiring, training, product presentation, budgeting,
carrier relationship, pick/pack, quality control, outbound and reverse
logistics, with 45 team members on site and Customer service support.
Provided hands on supervision of team members, meeting with
AT&T/BellSouth executives weekly to provide updates and support,
returning with extensive training information tailored to client needs
and quality expectations. Assisted with the development of department
budget, consistently coming in under expenses.
Management Expertise:
. Reduced operating expenses over life of product base on reducing
headcount, overtime expenses, increasing through put while
meeting quality requirements.
. Managed growth from 3K orders per day to an average of 13K per
day by redesigning production floor lay out and tracking
/posting production performance.
. Reduced packing errors from a high of 113 monthly to an average
of 4 by tracking and posting results while counseling team
members on outbound quality objectives.
. Consistently met schedule departure times for UPS next day air
orders therefore avoiding $1K per box penalty.
. Improve inventory accuracy to 99.98% by auditing alternate
locations and bin put away process.
. Champion programs, ideas, processes and products that position
the company to achieve a competitive advantage.
. Audit billing for accuracy and forward results to Director /Vice
President of Operations.
Alliant Foodservice
6685 Crescent Drive, Norcross GA. 30071
October 1993 until March 2002
Alliant Foodservice is a $6.2 billion broad line distributor with over
12,000 SKU's supplying more than 100K restaurants, health care facilities,
hotels and contract foodservice operators, formerly Kraft Foodservice owned
by Philip Morris.
Responsibilities:
Supervised day to day operation of the Receiving and Shipping
department, tracking expenses to fulfill budget requirements, focusing
on wage investment and other key controllable expenses. Motivate and
inspire team members to achieve their highest potential. Supervise the
performance of direct reports and retain employees. Consistently
provide key measurements and benchmarks which communicate and ensure
key objective results.
Management Expertise:
. Reduced proof of delivery expenses from $120,000 per month to
$30,000 per month by auditing Purchase Orders and clerical data
input.
. Increased production through put from 40% to standard to 100% by
tracking poor performers and posting results.
. Champion of Fast Forward error team; reduced miss pick ratio
from 5 per 1000 cases to 0.3 using Six Sigma methodology to
drill down to root causes.
. Improved ASI audit scores from an excellent rating of 920 to an
excellent rating of 960 by assigning aisle captains to specific
warehouse areas and performing end of day walk through.
. Finished first quarter of 1999 on plan, prior year district was
more than $6 million behind plan, was part of Implementation
Team that came down to turn district around in 1998.
Professional Development
University of Richmond, E. Claiborne Robins School of Business,
Certification Program
Delegating-A Tool of Management
How to Get the Most Out of Your People
Creating the Team You Want on the Job
Effective Time Management
Essentials of Effective Leadership
Basic Supervisory Skills
Communications: The Big Half of the Effective Battle
Basic Computer Literacy for Non-Technical Managers
Building a New Support System
How to Thrive and Survive in an Organization
New Management Style for Front Line Supervisors
EDUCATION
Southside VA Community College
Studies: Pre-Teacher's Education
Bluestone Senior High School
Liberal Arts
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