Project Manager Customer Service

JAY KNUDSON MBA

925-***-**** abk0zt@r.postjobfree.com

PROJECT MANAGEMENT PROFESSIONAL

Seasoned Project Manager with a proven and highly successful track record of progressively responsible project

management experience gained from working in small and large companies.

My background includes a strong element of practical hands on experience taking underperforming business assets

and turning them around to meet company goals and objectives.

I have a strong business consulting and professional services background, including excellent facilitation, mediation

and leadership skills from across the Healthcare, Retail and Logistics sectors.

My experience includes significant practice in the software development life cycle and information systems

delivery methodologies. Recent experience includes strong M&A integration experience gained from project

management engagements in the retail sector.

I work well with people and excel in building solid relationships with IT, business and upper level stakeholders. A

strong team player, self-starter and highly results oriented, I am capable of working with, and adapting to, rapidly

changing business requirements, while remaining focused on delivering immediate business value. I am looking to

make a real difference in fast-paced challenging new management and business consulting opportunities that will

allow continued personal growth and development.

AREAS OF EXPERTISE

Warehouse Management

Lean Six Sigma

Operations Team Motivation

P&L Management

Negotiation, Persuasion and Communication

Demand Planning Training and Leadership Development

Revenue Growth/Growth Attainment Problem Solving

Process Analysis and Redesign Decision Making

Change Management Planning and Deployment of Operational Assets

Performance Management Operation Infrastructure

Total Quality Management Cross-Functional Team Leadership

Technology Introduction Customer Service

ERP Implementation Distribution

Project Management Financial Analysis

Requirements Gathering

Order Management

PROFESSIONAL EXPERIENCE

Consultant

TI-Source – May 2009 – Present

Retained to define and implement key business projects for the Shopping Mall development industry.

Designed strategy and corporate pitch that allowed Sr. Management to win a $40 million construction services contract

spanning 70 malls across the United States.

Implemented new ERP system that encompassed accounting, payroll and operations.

Director Business Development, Longs Drugs, May 2008-2009 (Acquired by CVS Inc.)

Recruited by Executive Management to join the organization and manage a new corporate initiative which incorporated

project management, process improvement, and new business development.

Worked with physicians and health care organizations to adopt an electronic prescription fulfillment system.

Responsibilities included designing the marketing strategy and giving presentations to members of the medical industry.

The end goal of the initiative was to convert the industry to utilize electronic prescription submittal which would then be

filled by Longs automated fulfillment.

Engaged each group’s IT resources to coordinate integration, testing and user acceptance testing.

Additionally, managed Longs Drug Stores non-store Central Fill Pharmacy systems, which filled over 20,000 mail order

and store prescriptions per day.

Lead cross functional teams in a project to plan and bring up new Central Fill operations in Hawaii and Phoenix.

Sr. Solution and Design Consulting Specialist Supply Chain Kaiser Permanente, 2003-2008.

Sr. Project Manager hired to lead a cross functional project team to investigate, source, design and implement Oracle

ERP inventory module within the Kaiser Pharmacy DC and retail network. The project enabled true demand planning

for seven operating regions and pharmacy automated refill centers.

Acted as the SME (subject matter expert) with business users and IT resources to gather business requirements,

functional requirements, non-functional requirements.

Created use cases for user testing while mitigating scope creep. The successes of this project lead to $400+ million

implementation across Kaiser Permanente.

Created simulation tool to determine inventory savings using various scenarios.

Developed RFID program in hospital setting, projected to reduce costs $15M in three years.

Investigated, sourced, designed Active-tag RFID to increase utilization of assets, staff and patients.

Director of Supply Chain PMO, Fresh Express, 2001-2003.

Recruited by CIO to help this perishable foods company gain efficiencies and visibility into their supply chain.

Responsible for design and implementation of strategic operational projects from demand forecast management through

delivery to customer as well as VMI strategy.

Key to success was gaining the trust and respect of business users. Used the 3 legged stools model with the business, IT

and PM. As PM I drove the projects forward by consensus building among members and negotiating solutions.

• Designed and rolled out RF bar coding system across eight warehouse facilities enabling DC productivity to

increase 53% and enhance manufacturing operations.

• Designed RFID strategy to meet Wal-Mart’s top 100 RFID initiatives in conjunction with the University of

Florida research center.

Director of Operations, NONSTOP Solutions, 1999-2001.

Recruited to design and lead client projects focused on operations, change management, service quality, process

improvement, performance measurement and team solutions. Managed project teams engaged to quantifiably improve

supply chains by reducing inventory, improving customer service levels, increasing cycle times (turns) and improve

operational flows for retailers, manufacturers and wholesalers using demand management software and process

improvement. Business model marketed as service based on science and software to achieved guaranteed results. Worked

with customers to define current processes and goals and perform a gap analysis then design and implement a

combination of science, software and process to reach operational goals.

• Redesigned Longs Pharmacy distribution operations producing $109M free cash flow through optimizing

replenishment.

• Improved cycle time 78% while maintaining 99% service level for distribution center.

• Recruited and developed engagement team from 0 to 10.

CNF Inc Family of Companies 1988- 1999

Senior Manager, Menlo Logistics, 1994-1999. Key member of management start-up team for combination dedicated

fleet, transportation management and warehousing for AT&T Phoenix Works which manufactured industrial copper cable

for domestic and international use. Implemented SAP Supply Chain Module and integrated Menlo's Manugistics

transportation optimization systems. Full P&L responsibility. Managed 40 direct reports which were drivers,

warehousemen and office personnel. As on-site 3 rd party logistics provider we worked closely with sales and production

planning of AT&T to determine demand and planned accordingly. Developed and communicated KPI’s (key

performance indicators) to meet operational objectives.

Menlo received many RFP’s which requested new supply chain configurations and design. I worked on a team to use

simulations tools to determine operations strategies and respond to RFP’s to win new business. Once we won the

business we had to meet the targets we proposed. Worked with and designed solutions for fortune 100 companies such as

Coke, Dow Chemical, HP, Central Tractor Supply etc.

• Exceeded profit goal in 1995 by 85% through efficiency gains in routing and load optimization.

• Developed strategic planning initiatives to more cost effectively manage company's $500 million network of

purchased transportation infusing our existing dedicated fleets into the carrier pool.

EDUCATION

MBA Arizona State University and American Graduate School of International Management (Thunderbird) International

Business emphasis.

BS, Finance, University Of Idaho, Moscow, ID.

Lean Six Sigma Certification

Kaiser Project Management Certification

EXCEL Quality Program Certified Trainer

Singer Miller Certified trainer

PMP Certification in progress

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