Customer Service Manager
Resume:
Confidential Resume of
David A. Harris
*** **** ******* ****, ******, TN 37343
PROFESSIONAL OBJECTIVE: Position that offers the challenge for development
of property, programs and personnel. Successfully draws from the multiple
skills that have been acquired during the management of both a small
business and in a corporate environment.
June 2003 - June 2010:
Mountain City Tile Company
1501 Boy Scout Road, Hixson, TN 37343
Sales Manager
Sales Manager responsible for all residential and commercial sales,
staffing and scheduling of a new, start-up company
. Created the new employee orientation program for new sales staff
. The design, development and implementation of a just-in-time inventory
management system saving over 15% of real inventory costs within the
first year
. Assigned to seek out and interview prospective local, national and
international vendors
. Established assignment roster and daily report process for optimum
efficiency of work crews to meet scheduled deadlines
. Developed curriculum and conducted a safety program addressing OSHA
and insurance requirements
. Designed new facilities showroom and warehouse layout
. Coordinated relocation schedule to minimize disruption of sales and
installations
. Instrumental in the development of the warehousing and ordering system
that handles daily business and planned growth
. Development of payroll system process for real-time tracking of
materials, man hours and costs of job installation
June 2001 - June 2003:
Sodexo Services at Erlanger Health System,
975 East Third Street, Chattanooga, TN 37403
Food Services Purchasing Manager, Dietary Department
Purchasing Manager that was responsible for day-to-day inventory and
procurement of food, paper and chemical products that kept a food service
operation running smoothly for a 800+ bed hospital, 1 cafeteria, 2 caf s
and an active catering operation
. Solely responsible for purchasing of over $2.5 million in products per
year
. Managed all stock for just-in-time use by developing a best-in-breed
vendor list that resulted in 7% reduced food cost within 5 months,
exceeding food cost reduction goals for the operation
. Although having a small department of staff, improved customer service
by implementing changes that provided timely delivery of orders to all
hospital departments
. Projected specific timed usage of select products that resulted in
credits to account bottom line in excess of 7k annually
. Was responsible for conversion to Instill, an internet-based
procurement system that consolidated product offerings, reduced total
number of SKU's in inventory and provided a cost savings of over
$1,000,000.00 to the corporate office in the first year
June 2000 - June 2001:
Sodexo Services at Erlanger Health System,
975 East Third Street, Chattanooga, TN 37403
Food Services Production Manager, Dietary Department
Production Manager responsible for daily scheduling, payroll (Kronos),
hiring, firing and evaluations of 42 food production and sanitation
personnel
. Resource and staffing management for over 500 recipes producing 20,000
meals per week for hospital patients, visitors and events
. Conducted time studies and re-engineered positions and delivery
processes that resulted in better quality food delivery and improved
patient satisfaction surveys without additional personnel
. Produced presentation and conducted safety programs that implemented
JCAHO accreditation standards into work processes
. Lead JCAHO accreditation compliance project that resulted in
successful accreditation for the department
. Created and maintained processes for food safety and quality
improvement
October 1999 - June 2000:
U S Xpress, Inc.,
4080 Jenkins Road, Chattanooga, TN 37421
Driver Manager and Regional Customer Service Representative for N. E.
United States
Driver Manager responsible for over 200 national freight carriers nightly
Customer Service Representative responsible for all freight loads from
vendors carried to and from the Northeastern United States
. Provided logistical support and dispatching of freight as soon as
previous load delivered using Rally 2000 system
. Tracked freight progress, delivery and re-deployment as needed for
improved service to customer
. Coordinated freight transfers for maximum delivery service reducing
empty carriage
. Interfaced with customers; Sears, Hyster, Staples, etc to resolve and
prevent delivery problems
January 1990 - July 1999:
Mountain View Ceramic Center, Inc.,
4708 Dayton Blvd., Chattanooga, TN
Chief Operations Officer
COO responsible for day-to-day operations of 22 sales and production staff,
maintenance of building and equipment, customer service, purchasing,
payroll, shipping and receiving
Established purchasing guidelines for all items, reducing inventory
levels that more reflected a just-in-time approach, producing a 50%
increase in annual sales versus inventory percentage (inventory turns
per year) over industry average and held gain for the remainder of
years there
Developed preferred vendor list that saved the company 15% in shipping
costs with positive impact to overall product costs
. Expanded, creating a Finished Ware Division with minimum of additional
personnel, diversifying into an additional industry sector, which
included such vendors as Kroger and Winn Dixie Stores and added 25% to
net profit after first year
. Distribution channels established to support new Finished Ware
Division without increased cost to products
. Successfully sought new accounts and negotiated contract with Kroger
and Winn Dixie for bulk holiday orders that accounted for 9% of
company total sales volume
. Increased gross sales in 1992 over 15% for first time in company
history with record net profit
Education
. Red Bank High School graduate
. Chattanooga State Community College - Business accounting
. Chattanooga State Community College - Small Engine Repair Certificate
References submitted upon request
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