Customer Service Manager
Resume:
PO box ***
Harrisburg, Oh.
**126
**********@*****.***
Randy Spencer
Summary I am a distribution and manufacturing professional with 16 years of
Operational / Order Fulfillment Management with 3 years consisting
of HR Generalist experience, leading groups with highly effective
team building techniques, encouraging conflict resolution, clear
communication and motivation to increase company's bottom line while
maintaining high employee morale. Developed cost reduction
resolutions in order to efficiently and safely meet and exceed the
needs of the business. Proficient in all Microsoft Office
Applications, Sherm, ADP, Mainframe and WMS database's, Enterprise
and Kronos Payroll systems. Also experienced in supply ordering,
staffing, training, process development
Experience 2008 - Current
Unlimited Sound Entertainment Grove City, OH
Special Events DJ / KJ / Entertainer
2005 - 2008
Steve & Barry's Distribution Columbus, OH
HR Generalist / Operations Manager
Directly Managed a 150+ employee facility with the facility
consisting of 600+ associates
Managed inbound / outbound order fulfillment operations
Provided direction for supply ordering and
Basic Information technology functions, Trouble shooting, computer
issues, resetting servers
Developed associate attendance tracking system
Designed associate database
Developed supplies inventory usage spreadsheets
Managed hiring of hourly / supervisor level employees
Directly oversee all other levels of recruitment
Designed and implemented training and development
Discretely conducted employee investigations, terminations, and
layoffs
Worked directly with all Senior Managers and Corporate Officers to
assure consistency and legal guidelines; maintained OSHA compliance
of supplies throughout facility
Directly managed all purchasing and product management
Developed associate morale programs
Verified electronic time clocks and payroll processes
Proficient in ADP / Kronos / Enterprise
2000 - 2005
DFS / EBFS Spiegel and Eddie Bauer Columbus, OH
Operations Supervisor
Supervised multiple departments including ticketing, picking,
packing, retail returns and fulfillment, catalog returns and
fulfillment, QA sort and prep
Increased bonus payout from 3% average to 10%
Reduced shrink by $48,000 via improved return processes
Saved company $25,000 within the first year by reducing staff
Created visual aids that increased throughput, morale and efficiency
Developed appreciation award for associates
Resolved product issues to increase customer satisfaction
Simplified clerks process to increase accuracy
Staffed according to daily forecasts and saved on budgeted cost per
unit
Continuously challenged processes to enhance systems efficiency
1998 - 2000
Menasha Packaging Columbus, OH / Yukon, PA
Operations Manager
Staffed, developed, managed, and trained a three-shift operation
consisting of only temporary work force.
Reduced a 40,000 sq. ft. operation to 10,000 sq. ft.
Developed a process flow within the customer's facility to increase
moral and efficiently meet and exceed the customers needs.
Order and repaired all tooling
Managed Progressive Discipline
Developed inventory control solution that allowed customer to see
total usage and monthly charges
Active role as human resources, safety coordinator, payroll and
trainer as head of off site facility
1991 - 1998
Murfin Div. / Menasha Corp. Columbus, OH
Departmental Lead Person
Assisted with ISO 9000 certification
Develop systems for cost reductions
Assist in operator's mechanical maintenance.
Tracked direct & indirect workforce attendance and efficiencies.
Active member of the Customer Focus Steering Committee.
Received Record Production and Team Player Excellence awards.
Education Grove City High School Grove City, OH
Received High School Diploma
Training Fred Pryor Seminars
How to be a Successful Supervisor
Seven Habits of Highly Effective People
Select the Best Training
Violence in the Workplace Training / Harassment Training
Coaching Skills for Managers and Supervisors
Bureau of Workers Compensation Training
How to Handle People with Tact and Skill Training
Organizational Skills / Time management Training
Interact Course 1 (Communication) / Interact Course 2 (Team Building)
The essentials of Customer Service
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