Customer Service Manager

S. Lynn Curl

*** ******* ******* ****** ( Gardendale, Al 35071

Home 205-***-**** ( Cell 205-***-****

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

CUSTOMER SERVICE

COMPLEX OPERATIONS MANAGEMENT EXPERIENCE

Dedicated customer service professional with a proven track-record building

and managing customer relationships ( Highly competent manager of multi-

faceted operations ( Extensive direct interaction with internal and

external customers through home delivery experience, mail order and

distribution centers ( Proven ability to lead in fast-paced, multi-shift

and start-up environments ( Skilled in planning, forecasting & staffing for

fluctuations in volume including peak times.

PROFICIENCIES

?SUPERIOR CUSTOMER SERVICE SKILLS ( Experienced manager of 7 day-a-week

direct to the customer home-delivery/customer support operation and the

day-to-day operation of a distribution facility supporting 80 (consumer

electronic) stores ( Managed daily functions of home delivery operation

with 60,000 stops annually using both company and contract drivers (

Maintained 98% on-time deliveries while meeting budgeted cost-per-stop

annually ( Extensive in-person and phone interaction with customers (

Skillful at handling difficult and sensitive situations.

?PROCESS IMPLEMENTATION & IMPROVEMENT ( Adept at creating and improving

process management systems ( Implemented use of EDI and RF systems (

Reduced shipping costs by $500,000 annually (for Circuit City) by taking

advantage of internal transportation opportunities to cross dock returns (

Increased productivity by 27% and decreased cost per unit shipped by 18%

in a 6-year period with Circuit City.

?EXTENSIVE OPERATIONS MANAGEMENT EXPERTISE & ANALYTICAL SKILLS ( Able

manager of all functions of 250,000 sq. ft. replenishment facility

servicing 100 Circuit City stores ( Strong P & L and budgeting skills -

oversaw $24M annual budget including distribution, product return and

transportation cost centers ( Proven ability to manage key performance

indicators (Service Level, Productivity, Accuracy, etc.)( Received

outstanding expense performance ratings for 9 consecutive years (with

Circuit City) by achieving 3-5% positive variance to plan.

?HANDS-ON DISTRIBUTION EXPERIENCE ( Experience ranges from fully automated

state-of-the-art operations [including high-speed sorting systems,

warehouse management systems and transportation management systems] to

manual operations using traditional material handling equipment.

?MANAGER & MENTOR ( Proven ability to develop and mentor both management

and hourly associates ( Managed payroll budget of $625,000 and

coordinated training of all hourly associates ( Managed workforce of

various sizes, from a base staff of 20 flexing to 70 in peak to a staff of

15 managers and supervisors with 200+ hourly associates.

S. Lynn Curl - 2.

WORK HISTORY

CIRCUIT CITY DISTRIBUTION 1995-

2009

Distribution arm of the nation's No. 2 consumer electronics retailer, prior

to its sale to Systemax Inc.

General Manager, Louisville, KY (2001 to 2009)

( Responsible for all areas of running day-to-day operation of 250,000

sq. ft. Music, DVD and Games replenishment operation that supports all

600+ CC stores. Sales volume increased 66% over 6 years to reach close

to $1B dollars per year.

General Manager, Atlanta, GA (1999 to 2000)

( Oversaw day-to-day operation of 500,000 sq. ft. replenishment

facility servicing 125 of 600 stores.

General Manager, Ft. Lauderdale, FL (1998 to 1999)

( Received Most Improved Facility Award & Lowest Discrepancy Award,

1999.

General Manager, Des Moines, IA (1997 to 1998)

( Received Facility of the Year, 1997.

Home Delivery Manager, Atlanta, GA (1995 to 1997)

( Included all customer service issue resolution of any problems

arising from delivery of appliance and TV products.

PRIOR:

Distribution Management ( Specialty retailing and ready-to-wear

processing.

EDUCATION & TRAINING

Numerous functional and management-training courses at Circuit City,

examples:

( Six Sigma Green Belt Training

( Conflict Resolution Training

( Human Resources Management Training for Appraisals and Objectives

Management Courses ( University of Alabama, Tuscaloosa, AL

RECOGNITION

Voted by Circuit City Peers ( Mentor of the Year Award, 2000 & 2001

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