Manager Customer Service

Robert D. Lamee

**** ******* ******

Livermore, CA 94550

Mobile: 925-***-****

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

OBJECTIVE

To secure a position where I can apply my 26 years of knowledge and

management experience in logistics and management.

QUALIFICATION HIGHLIGHTS

Operations Management

. Oversee daily operations, managing available resources and

prioritizing work based on changing business needs.

. Determine staffing requirements based on operational need. Recruit,

interview, and hire staff.

. Educate, mentor, and motivate employees. Conduct targeted training in

areas such as product specification, service quality, workplace

safety, and time management.

. Evaluate employee performance through regular feedback and annual

appraisals. Address and resolve performance problems through coaching

and corrective action.

. Ensure employees are knowledgeable about and comply with company

policy and California laws.

Project Management

. Led the transition of a JC Penney Auto Center to Firestone Tire and

Auto. Implemented Firestone policy, trained employees on Firestone

operations, evaluated personnel and made staffing recommendations,

conducted inventory conversion, and determined necessary inventory and

stock levels.

. Managed all areas associated with opening a new store. Hired staff;

developed operational procedures based on corporate guidelines;

performed needs assessment to develop a plan for outfitting the

service bays with necessary equipment and inventory; negotiated

contracts with local vendors; set and procured inventory levels.

. Managed the Firestone product recall and served as inventory

clearinghouse for the Tri-Valley area. Developed a database to track

customer information and recall records to ensure proper credit and

payment. Facilitated the resolution of customer concerns through

negotiation and corporate contacts.

Problem Solving

. Operations - Independently resolve scheduling issues; prioritize work

to ensure customer needs are met; assign work based on job skills;

coordinate equipment, vehicle, and facility maintenance and repairs.

Ensure operational compliance with local, state, and federal agencies.

. Customer - Resolve customer concerns regarding service quality,

scheduling and staff interactions.

. Inventory - Solve discrepancies in order shipment, investigate missing

materials, reconcile orders, resolve backorder issues, and solve

billing discrepancies. Identify alternate vendors when inventory is

unavailable.

Financial Management

. Develop annual budget. Track and monitor spending to ensure it is

within budget. Prioritize and approve purchases. Set employee

salaries. Perform weekly payroll reporting.

. Manage receipts and billing. Activities include daily deposits,

reconciliation of daily cash reports, and preparation and

reconciliation of invoices.

. Analyze market trends and determine profit margins to set pricing

structures.

Inventory Management

. Manage the procurement of inventory and services, from initial order

placement through delivery and invoice reconciliation.

. Independently set inventory requirements, develop processes, as well

as the tools necessary to manage inventory.

. Perform and reconcile inventories.

. Analyze sales trends to determine appropriate stock levels. Track

inventory and perform audits and physical inventories on a monthly

basis.

. Process returns and defective inventory. Facilitate resolution of

warranty issues with vendors.

Sales

. Develop a strong customer base. Create long-term relationships

through honest, sound, and reliable customer service.

. Establish and expand wholesale commercial business partnerships. Work

with the customer to determine their requirements and ensure their

expectations are exceeded.

. Develop and exceed sales objectives based on market trends, product

knowledge, business costs, and past performance.

Additional Highlights

. Ensure operational compliance with government agencies, such as local

fire department, Alameda County Health and Safety, and California

Health and Safety.

. Led the Bridgestone/Firestone stores safety committee, ensuring

compliance with corporate guidelines.

Employment

. 2006 to 2009 - Operations Manager, AmPac Tire Distribution, Union

City, CA

. 2004 to 2006 - Warehouse Manager, TirExchange, Inc., Newark, CA

. 1997 to 2004 - Owner/Manager, Bay Area Firestone, Inc., Dublin, CA

. 1984 to 1997 - Manager, Bridgestone/Firestone, Inc., Fremont, Hayward,

Newark, CA

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