Customer Service Manager

Mike Kelly

P.O. Box **** . Fairview, OR ***** . 503-***-**** . mike-p-

*****@*******.***

OBJECTIVE

Continue my career as an Operations Manager with emphasis in Logistics,

Distribution and Transportation.

PROFILE OF QUALIFICATIONS

Two and a half decades of business success complemented by four years of

service in the United State Air Force. Versatile and self-directed, with

key strengths in: experience featuring professionalism, commitment, and

stability. In addition:

. sales

. best practices

. project management

. staff recruitment/training

. relationship building

. freight rate negotiations

. invoice reconciliation

. supply chain

. process management

. client need assessment

. solution development

. customer retention

. forecasting

. compliance management

. customer service

. manufacturing

. inventory management

. process improvements

. security

. RF systems

. warehouse design

. carrier evaluations

. analyzing data

. business development

. equipment certified

. cost management

Strength is in formulating and executing strategies to maximize revenue,

profit, and customer satisfaction. Combine "big picture "view with

attention to detail; maintain industry/market awareness, present dynamic

image of employer. I feel I am a fluid communicator, anticipatory problem

solver and analytical specialist. Creative and proactive in identifying and

implementing cost control measures and instructional leadership. Adapt to

changing demands; make sound independent decisions. Computer literate:

Excel, Power Point, Outlook.

EXPERIENCE HIGHLIGHTS

LOWE'S HOME IMPROVEMENT, Milwaukie, OR SEP 2008 -

Present

Zone Manager

Aggressively drive store sales, growth and profits by ensuring a friendly,

well-trained customer responsive workforce that is highly visible on the

sales floor. By personal example, a Zone Manager maintains a pace-setting

standard with a high sense of urgency, high energy level, attention to

detail and a philosophy of hands-on management. In addition, ensure that

the Lowe's Vision of providing superior service to customers is achieved

daily through personal involvement in the hiring, orientation and

continuous training and mentoring of all employees.

. 2009 - Increased margin by 1.5%, reduced operating costs by 2.3%.

. YTD - Gross sales up by 2.0% and related item sales are up 4.9%.

LOWE'S DISTRIBUTION CENTER, Lebanon, OR

2007 - 2008

Manager

Responsibilities included; develop, coach, and drive a department of 80

team members while maintaining an operational and production goal of 85% on

standard. Develop and execute daily operational plans to meet and exceed

customer service requirements, while maximizing the quality, safety, and

productivity of each team member.

. Developed work-flow matrix to optimize staff schedules. Matrix places

staff in areas of need/demand.

. Coordinated shipments to 104 Lowe's stores in 7 states with an accuracy

level of 99.2%.

KELLY'S CORNER MARKET, Boring, OR

2003 - 2006

Owner

Owned and managed a profitable deli and grocery market, Responsible for all

aspects of running a business, including customer service, purchasing,

accounting and employee hiring and training. Four years while operating

the business, we increased annual sales from 250K to $800K and from two

employees to nine.

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Mike Kelly: Page Two

OREGON CUTTING SYSTEMS DIVISION, BLOUNT, INC., Milwaukie, OR

1984 - 2003

Traffic & Logistics Manager

As Traffic and Logistics Manager I coached and mentored 10 employees who

collectively were responsible for coordinating shipments of $30M per month

to customers worldwide. I developed and implemented global logistics

strategies and projects to ensure efficient movement of inbound/outbound

cargo through the supply chain by optimizing the mode, time, and cost.

Conducted carrier lane and rate analysis, created and implemented

international routing guides and provided customers with consulting

services on global logistics solutions. Negotiated carrier contracts,

freight rates, controlled freight expenses while implementing cost saving

programs. Created and provided formal presentations to senior management

regarding strategic recommendations, performance efficiencies and capital

expenditures. I worked closely with manufacturing on the critical

transition from inbound raw material to products sold worldwide.

. Key customers included Sears, Home Depot, Wal-Mart, Husquvarna, Lowe's,

Ace Hardware, Sam's Clubs, Costco, and Fiskars.

. Managed a logistic budget of $10M or 3.0% of annual sales. Reduced budget

by .5% annually.

Warehouse Distribution Manager

As Distribution Manager I coordinated all facets of a warehouse in excess

of 300,000 square feet and 100,000+ part numbers. Organized and

implemented all shipments between external customers and internal transfers

between facilities. I was responsible for the performance of all warehouse

operations, including meeting or exceeding all customer service

requirements, managing all hiring teams, training materials and provided

guidance in all Quality Circle focus groups. I lead and mentored the

workforce and staff to optimize performance while building and establishing

a strong team. In addition, I managed all operational cost centers (P&L),

Inventory accuracy metrics, daily/weekly workload planning and performance

versus target objectives.

. Shipped to over 4000 consumer customers, 69 Distributors, 98 OEM

customers and 130 countries around the world.

Military

United State Air Force

Four years

Material Handling Specialist; honorably discharged at rank of E-4. I

served in Texas, Colorado and Washington.

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