Manager Customer Service

Edwin M. McConnaughey

**** ****** ***** ( Dublin, Ohio 43016 ( Phone 614-***-**** ( Email

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

Visionary leader with 13 years of experience in operation, maintenance,

sales and solution delivery. Proven management skills with a record of

accomplishments at systematically improving business processes. A subject

matter expert proficient in team building and problem resolution using

innovative solutions. Customer focus-driven leader able to successfully

orchestrate complex relationships and work environments, fueling greater

partner loyalty and fewer channel conflicts using superior management

skills. [pic]

Core Competencies

Business Process Streamlining . Six Sigma . Team Building

Project Management . Policy and Procedure Development . Executive

Presentations

Customer Service . Forecasting and Budgeting . Operating Infrastructure .

P&L Management

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Professional Experience

Star Leasing Company, Columbus, Ohio 2008

A regional trailer company that provides tailored semi truck trailer

leasing, rental and repair programs for private and contract transportation

companies.

Project Lead Consultant (03/2008 - 12/2008)

Provided project management leadership in the application of innovative

continuous improvement initiatives in the service departments. Developed

SOPs (Standard Operating Procedures) and policies to move Star Leasing

Company toward improved waste elimination in business processes. Converted

strategy deployment goals into team actions - lead and follow-up on the

conversion to lean practices. Worked with senior leadership team to

identify opportunities, execute action plans, follow-up and assure

achievement of goals using a blend of process and technology.

Key Accomplishments:

. Championed projects using Six Sigma methodology to established

standard operating procedures and policies for Star Leasing Company

inventory management system and service truck coordinators. These

policies and procedures helped produced a consistent and reproducible

process that proven to have a positive effect on overall operations as

well as the bottom line.

. Drove Star Leasing Company inventory on hand from 38 to 26 days and

achieved a total dollar amount savings of 29%.

. Renegotiated vendor contracts that realized a 48% reduction in 4-month

old inventory.

. Seamlessly integrated measurable metrics in cycle count audits and

monthly work order audits for inventory system.

General Electric Co. - Trailer Fleet Services, Columbus, Ohio 1995 - 2007

An international fleet management company that offers leasing, rental and

other solutions such as maintenance, remarketing and vehicle tracking.

Assistant Region Operations Manager (2005 - 2007)

Assisted in running a region that consisted of 10 branches in five states

that generated $50 million in revenue. Introduced process

improvement tools like labor optimization and planning as well as sourcing

initiatives. Collaborated with sales team to drive profitable revenue

growth and helped drive optimal performance on new business opportunities.

Consistently monitored and helped increase customer satisfaction for

branches and the region. Hired, trained and developed motivated teams at

the branch level as well as provided mentorship to branch leaders.

Key Accomplishments:

. Expanded responsibilities to include Assistant Region Operations

Manager while maintaining existing responsibilities as Hub Manager.

. Productivity Improvement - Championed innovative process improvement

initiatives that realized a 24% increase in labor productivity and a

4% increase in technician's utilization.

. Assisted in setting budgets for 10 branches in the region.

Edwin M. McConnaughey Page 2 *******@***.***

Hub Manager, Columbus, Ohio (2004 - 2007)

Led the largest employee based multi-location hub in the region with 35

direct reports comprising of sales, customer service personnel and

technicians. Responsible for overall leadership, management and

performance of three offices including interviewing, hiring, and training

employees; planned, assigned, and directed work; appraised performance;

rewarded and disciplined employees; addressed complaints and resolved

problems. Provided direction to team to ensure operating and financial

goals were achieved.

Key Accomplishments:

. Accountable for P&L of three branches producing $10.6 million in

revenue.

. Managed and Utilize - Identified key customers to renegotiate

contracts and achieve optimal equipment utilization and productivity

for the customer and helped increase our net revenue 20% over previous

year.

. Mentored top Area Maintenance Manager in the country from 2004 through

2006.

. Awarded GE Green Belt certification in DMAIC Six Sigma methodology.

Area Maintenance Manager, Columbus, Ohio (2002 - 2004)

Responsible for the development of the mobile maintenance product line

which generated over a $1 million in revenue. Managed key account

customers and developed new sales opportunities. Over saw three shifts in

Columbus, Dayton and Akron ensuring technician productivity, utilization

and route efficiency while maintaining a safe work environment.

Key Accomplishments:

. Responsible for the income statement of a $1 million product line.

. Contract negotiations - Developed new service contracts for top tier

customers triggering over $550,000 in annual revenue.

. Spearheaded all safety regulations including OSHA and DOT records for

15 mobile technicians.

. Process Improvement - Innovated and streamlined action plan that

reduced our emergency breakdown expenses by 40%.

Asset Manager, Columbus, Ohio (2001 - 2002)

Responsible for $11 million in assets between Columbus and Dayton

facilities. In charge of the logistics for intrastate deliveries and

pickup. Built and leveraged strong relationships with key customers to

monitor customer service levels and assist in providing additional programs

and services. Set up new customers, kept existing customers files updated

and monitored rental and sales activities.

Key Accomplishments:

. Exceeded trailer sales goal by 220% by proactively alerting customer

of sales and new equipment.

. Dramatically slashed non-utilized asset inventory by $800,000 in first

year by distributing equipment around the region.

** ** **

Career Note

Early experience: Branch Sales Manager for GE - National Trailer Storage

(1999 - 2001), Branch Operations Manager for GE - National Trailer Storage

(1997 - 1999), Assistant Branch Operations Manager for Transport

International Pool (1995 - 1997). Detail on request.

Formal Education

BS, Administrative Management

BS, Transportation/Distribution Management

University of Cincinnati, Cincinnati, Ohio

Certification

Six Sigma Green Belt, GE

Technical Skills

CRM software: Siebel (Oracle), ACT! FrontPage Microsoft Office: Access,

Word, Excel, PowerPoint, Outlook

Contact this candidate