Manager Customer Service
Resume:
LAWRENCE J. BRELAND, JR
Irvine, CA *****
*********@***.***
SUMMARY
Highly motivated Region Service Parts and Audit Compliance Manager
experienced in executing compliance for service parts operations as it
pertains to accounting, security, business controls and audits,
distribution, and inventory accuracy and accountability. Demonstrated
ability to effectively plan, facilitate and perform audits, meet strategic
and logistical requirements, manage within tight deadlines at a local and
regional level. Work well in a team setting or as an individual contributor
and notable for constructing business relationships and advising management
at various levels in meeting common business goals. Core competencies
include:
Inventory Management and Process Development and Improvement
Accountability Distribution and Stocking Logistics
Order Facilitation and Manage Records and Confidential Documents
Tracking Customer Satisfaction
Accounting Reconciliation and
Adjustments
Data Reporting and Analytics
PROFESSIONAL EXPERIENCE
IBM CORPORATION 1996 - 2009
Multi-billion dollar global company helping pioneer information technology
standing in the forefront today revolutionizing the way enterprises,
organizations, and people operate and thrive.
Region Product Training Manager, Costa Mesa, CA (2006 - 2009)
Facilitated the management and coordination of technical training for the
Western Region to attain monthly measurement objectives, meet monthly and
annual training expenditures, coordinate and procure internal/vendor
technical training to meet SLA's, and managed a team of skills
coordinators.
. Managed and coordinated IBM product training for iSeries, pSeries,
zSeries, POS, and Server platforms, as well as OEM certification
completions for Dell, HP, Sun, NetApp, and Cisco curriculums.
. Facilitated training projects for Costco Self-Checkout, Netapp, and Soft
Skills Customer Service over several states meeting project milestones
and completion dates.
. Allocated and managed the training budget set by the National Education
office and rendered critical training decisions that minimized the impact
to service delivery and staying under budget.
. Heightened escalations as needed on curriculum inconsistencies for
immediate updates on internal and vendor learning material.
. Constructed weekly detailed reports outlining national training
performance measurements and cost initiatives that aided the service
offices in achieving 95% of their monthly training objectives.
. Monitored noncompliance reports, implemented action plans, and counseled
personnel on delinquent training requirements to meet product and
contractual training compliance.
. Supervised and balanced workloads for a team of coordinators that
monitored training needs, completions, and progress, supporting field
engineers to meet National training objectives..
Region Service Parts and Business Process Compliance Manager, Costa Mesa,
CA (1996 - 2006)
Managed service parts inventory and audit compliance for the West Region as
it pertained to parts inventory accounting and reconciliation, security,
management, logistical strategies, distribution, accountability, and audit
integrity.
. Assisted the Area Logistics Manager in stocking strategies, procuring
service parts, and reducing inventory to improve the logistics strategy
of service parts delivery to customers.
IBM CORPORATION, Service Parts Inventory and Audit Compliance Manager
(continued)
. Coordinated random pre-audits to test the inventory accountability and
accuracy for low to high dollar service parts and meet logistical
requirements.
. Passed 98% of formal audits as a result of facilitating and performing
random pre-audits.
. Accounted for 97% or greater in monthly inventory counts and meeting
company objectives set for the West Region.
. Interfaced with Corporate Auditors serving as liaison to provide
additional information on demand for non-compliant situations and
facilitate the development of action plans for all audit findings.
. Built effective working relationships with all levels of management to
resolve inventory inconsistencies directly impacting profit margins,
revenue projections, and service delivery obligations.
. Researched inventory discrepancies to resolve or adjust quantities for
proper accountability.
. Significantly improved communication for field engineers and management
by developing a regional conference call used as a forum for questions
and address logistical and inventory concerns for all product platforms.
. Headed office consolidation projects that minimized accounting exposures
of transitioning inventory assets, meeting all project milestone dates
and tasks on time.
. Accounted for 97% or greater in monthly inventory counts and meeting
company objectives set for the West Region.
. Integrated skills with the National Parts Accounting office to determine
root cause analysis on asset variances identified in inventory usage
activity.
.
TECHNICAL SKILLS
MS Office 2007
Lotus Notes
Lotus Freelance Graphics
Lotus Approach
EDUCATION
General Education coursework (2 years completed)
El Camino College, Gardena, CA
COMMUNITY INVOLVEMENT
IBM Mentoring Program
(working and motivating school children on careers)
Board Member/Region Volunteer Recruiter/Auditor
(AYSO Region 37-Corona, CA)
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