Customer Service Manager

Michael W. Risser

** ****** **. ****: (***) *** – 4199

Ephrata, PA 17522 E-mail: ********@*****.***

POSITION DESIRED: Seeking a Management position that would utilize my Human Resource

Management, Training, Purchasing, and Customer Service/Sales experience.

SUMMARY OF QUALIFICATIONS

Over nine (9) years of management/supervisory experience in a retail, manufacturing and production

environment.

Created seven quarterly A-3’s with (business case, tracking metrics, current condition of

department, leverage points, levers, impacts, target condition, action plan and hypothesis.

Strong customer service skills with the ability to get along well with a diverse group of people.

Created, maintained and updated all SOP’s, SJP, and vendor sheets for two production

centers.

Employee safety knowledge includes accident reporting, investigating and safety awareness training.

Purchasing experience includes knowledge of ordering for large retail stores, replacement parts,

reorder of damaged products, special product ordering, supplies and food items for camp store,

warranty and claim work.

Able to teach, train and participate in Kaizens, standardized work, TPM and daily management.

Strong computer skills including AS400, Oracle, Produce Pro, Priya, Microsoft office programs,

Kronos, Internet, and other industry specific software.

EDUCATION

Masters of Business Administration, Eastern University

Bachelor of Science in Human Resource Management, Indiana University of Pennsylvania

Undergraduate studies in Business, Pennsylvania State University

WORK HISTORY AND EXPERIENCE

Alcoa Mill Products, Lancaster 1/2008 – Present

Planning Coordinator: Planning Department 8/2009 - present

Single point of contact of all outside processors (OSP) used by Alcoa Mill Products, Lancaster…

Manage workflow to and from the OSP’s…Process all packing, shipping and billing…Create and

maintain SOP’s for the planning coordinator position…Create and maintain OSP/planning purchase

orders…

Flow Path Leader: Paint Line 1/2008 – 7/2009

Supervise the day-to-day operations of the paint line…Manage 1 salaried supervisor, 2 crew leaders and

14 hourly employees…Ensure safe working environment that complies with state and federal laws…

Coach employees to problem solve to root cause and train them to use the Alcoa business system or

ABS…Ensure quality of product and meeting customers specifications…Update and maintain

department forms, records, training and SOP’s.

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Michael W. Risser

Four Seasons Produce Inc. 2/2006 – 12/2007

Production Operations Manager

Manage over sixty associates to meet daily and weekly needs for fresh produce … Coordinate with

warehouse and transportation to meet dispatch times … Ensure quality of product, appearance of

package and cost of produce … Assess today’s orders to develop a plan of action … Forecast for future

orders … Enforce company practices and policies … Approve biweekly time cards … Attend monthly

TEAM meetings for salaried associates … Write ninety day and yearly reviews … Hold monthly shift

meetings to discuss current work issues, safety, and employee recognition.

The Home Depot, Exeter, PA 12/2005 – 2/2006

Assistant Store Manager: Operations

Responsible for managing over one hundred associates to meet daily, weekly and yearly sales plan while

providing excellent customer service … Focus on operational departs of the store: bookkeeping,

receiving, service desk, and front end … Hold weekly meetings for operation supervisors … Record

daily, weekly and monthly reports for accountability of store and associates … Train supervisors to one

day become assistant store managers … Enforce company practices and policies.

The Home Depot, Lancaster, PA 2/2000 – 12/2005

Department Supervisor: Floor and Wall/ Décor, Electrical, Front End and Paint

Manage a department within a Home Depot store with sales plans of over four million dollars …

Supervise department associates to meet daily, weekly and yearly sales plans … Order products for the

department to stay in-stock for job lot quantities and make the departments turn percentage … Record

daily, weekly and monthly paperwork for assistant managers …Develop and implement displays for

monthly promotions … Provide excellent customer service: assist customers in product selection,

installs and special orders … attend weekly sales meetings with management team.

Expeditor for Installation 1/2002-12/2003

Liaison between customer, manufacturer, and installation for floor coverings, millwork, and décor

products ... Responsible for training sales associates on quoting and computer ordering ...Coordinated

installation sales by reviewing quotes and selection of installer ... Meet weekly with department

supervisors to review sales plans, store promotions, and installation problems ... Update customers on

product delivery dates and installation schedules ... Assess problem installations and layout the best

course of action to solve problems ... Receive credit for damaged merchandise and issue credit as needed

... Pay installers and measurers.

Associate Manager 2/2000-8/2001

Responsible for assisting manager day-to-day operations of store … Learn from all departments within

the store to become a more rounded assistant manager … Attend weekly manager meetings to discuss

sales plans, promotions, safety, shrink and inventory … Enforce company policy and practices.

References Available On Request

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