Customer Service Manager
Resume:
William Dethlefsen
Joliet, IL 60433
abjub8@r.postjobfree.com
Operations Manager
Objective: Obtain a position that will enable me to use my strong
organizational skills, educational background, and my ability to build
strong teams and work well with people.
Summary of Qualifications
Results driven Operations Management Leader with a distinguished
career building organizations, developing management teams and
significantly improving operational performance. Highly skilled in
managing the efforts and activities of people, capital, and equipment
resources to reduce costs, improve productivity, problem solving, and
enhance operating efficiencies. Demonstrated exceptional leadership
abilities with the capacity to build, train and mentor highly productive
operational teams. Change agent with outstanding strategic vision,
leadership, communication and organizational skills, which have proven to
be critical assets in developing a positive work environment, managing
people, and exceeding company goals. Possesses a unique blend of expertise
in technical knowledge, growth strategy development, strategic business
planning, coordinating operations and establishing/leveraging existing
partnerships.
More than 11 years of progressive leadership and management experience
involving:
Operations Management Leadership
Operations Analysis Change Agent Catalyst
Organizational Design/Development Team Building
Process Performance Improvements Strategic Business Planning
Project Management Portfolio P&L/Budget
Vendor Relations/Contract Performance Management
Negotiations Training and Leadership
Regulatory Compliance Development
Quality Assurance Labor / Union relationships
Professional Experience
Homax Holdings, Inc. / MAGIC aMERICAN, Joliet, IL 2005
to Present
Warehousing / Distribution Center.
Operations Leader
Managing the efforts and activities of people, capital, and equipment
resources to reduce costs, improve productivity, and enhance operating
efficiencies. Direct quality control functions for both inbound and
outbound products, develop and implement operating processes and
procedures. Assisted with the development of training programs.
New returned goods department lacking operational infrastructure which was
negatively impacting P&L. Within 90 days assessed situation, identified
requirements, developed and implemented operational and reporting
procedures. Increased ROI and customer satisfaction.
. Identified opportunity to reduce cost from marketing buy back program.
Assessed situation developed and implemented operating processes and
procedures which resulted in a cost of goods sold reduction, and a tax
savings.
. Needed to bring out of compliance situation back into compliance to
avoid company facing fines and fees. Analyzed and evaluated situation,
identified problem area, took corrective action, using TQM
philosophies, which resulted in bringing area into compliance and thus
avoiding potential fines and fees.
William Dethlefsen
Pg. 2
INNOTRAC CORPORATION, Bolingbrook, IL
2001 to 2005
Leading full-service provider of eCommerce, order processing, fulfillment
and customer care services in the United States. Innotrac provides tier-one
fulfillment, technology, and customer care solutions to some of the most
recognized brands in the world.
Operations Associate
Managed the efforts and activities of people, capital, and equipment
resources to reduce costs, improve productivity, and enhance operating
efficiencies. Developed the Returns Department. Developed and conducted
training for new employees and temporary employees and customer service.
Maintained inventory using WMS, and managed transactions resolution of
customer / client problems. Work with cross functional teams of 5-20
people.
. Tasked with improving global client satisfaction and reducing cost.
Assumed leadership role, conducted analysis of current conditions,
formulated operations plan that included developing processes that
meet ISO 9000 certification. Executed plan which resulted in
increasing global client satisfaction and reduced cost of goods sold.
. Tasked with helping to get company ISO9000 certified. Within 6 weeks
wrote the ISO9000 standards and individual testing questions for the
department; with the aid of a consultant. Resulted in successfully
getting the company ISO9000 certified.
ACCOUNT TEMPS, Warrenville, IL
1996 to 2001
ACCOUNTANTS ON CALL, Oakbrook, IL
General Accounting Assistant
C.R. LEONARD PLUMBING, Joliet, IL
1991 to 1996
Office Manager
Education
M.B.A. - Business Management Concentration, UNIVERSITY OF PHOENIX
B.S.B.M. - Business Management, UNIVERSITY OF PHOENIX
. Certified in HAZMAT materials handling.
. Knowledgeable of ISO 9000 standards.
. Software: MS Office (Word, Excel, Outlook, PowerPoint, Access), JD
Edwards, Quick Books, Quicken, Peachtree, Great Plains, MAS, Crystal
Reports, WMS.
Contact this candidate