Manager Customer Service

Stephen D. Shover **** Sawatch Drive(Columbus, Ohio 43228

614-***-****.614-***-****(***********@******.***

Group Lead

Dedicated and solutions driven professional with a strong ability to

motivate, train and develop team members leading to achieve organizational

objectives. Consistently led teams to superior levels of performance

through respect, training, and guidance. Over 17 years of experience in

creating, reporting, and tracking systems in a business with a national

customer base. Successful at promoting an environment focused on customer

service, safety, diversity, and teamwork. Proven "whatever it takes"

management style.

Areas Of Strength

Project Leadership Tra ( Training & Process Improvement

Relationship Development Development Meet Safety Goals

WMSAS/400 ( Employee Retention Corporate Labor Grids

( Quality Control

"I can always count on Steve to do the job that needs to be done." - Tim

Wentz, Operations Manager

Professional Accomplishments

Awarded Branch of the Year and Sub-Contractor of the Year.

Successfully managed four types of businesses: new construction,

traditional installs, commercial and service.

Processed over 41,000 items, setting a company record for the amount of

returns processed on one shift.

Created a 3 day week-end for team members resulting in complete customer

care and satisfaction.

Developed a set production routine decreasing on-the-job time and reduced

repetition promoting efficiency and increased number of job completions.

Professional Experience

The Home Depot, Hilliard, OH

2009 - Present

Freight Manager

. Staff accountability of 6 non-exempt employees

. Oversee receiving of freight sent to department

. Oversee accurate packing out of freight

. Provide direction and leadership to employees in accordance with

established policies and procedures

. Walkie Rider, Forklift, and reach Truck Certified

Borders Group Inc. /Distribution Center, Columbus, OH

2005 - 2008

Area Manager

. Developed a partnership with the General Manager, Operations Manager and

Human Resources in the daily activities of the distribution center.

. Supervised 35 non-exempt employees including one Group Leader.

. Monitored daily, weekly and monthly production goals ensuring effective

staffing and manpower use.

. Prepared P&L data entry for labor grids sent to the corporate office.

. Oversaw accurate sorting, packing and shipping of over 150,000 units

daily.

. Managed palletized shipments for 300+ stores nationwide.

. Trained and led employees on company policies and procedures.

. Maintained accountability for processing store returns and Safety Manager

for the 1st and 3rd shifts.

. Trained and developed the 1st shift Group Leader and all new hires.

. Prepared and delivered performance reviews.

. Audited employee time sheets and production line accuracy.

. Certified to drive Walkie Rider, Sit Down and Reach Truck.

Stephen D. Shover

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Airtron Heating & Air Conditioning, Columbus, OH

2003 - 2005

Production Manager

. Supervised 35 employees in Warehouse, Commercial, Residential and New

Construction Operations.

. Performed inspections of ongoing projects.

. Managed an inventory of $8M.

. Monitored on time and accurate deliveries.

. Acted as Safety Manager.

. Audited, recorded and submitted payroll.

Brinks Home Security, Columbus, OH

1990 - 2002

Technical Manager

. Supervised 33 employees in Warehouse, Commercial, Residential and New

Construction Operations.

. Managed a fleet of 33 vehicles.

. Provided internal and external customer service.

. Hired and trained personnel and completed performance reviews.

. Processed payroll and handled billing for the field side of the P&L.

. Initiated team consultation to select a rotation schedule by offering

several options for a team vote.

. Analyzed and controlled tracking and production activity by creating

daily, monthly and yearly spreadsheets to measure job performance and

paid jobs.

Education

Gahanna Lincoln High School, Columbus, Ohio - graduate

Specialized Management and Leadership Training

Brinks Home Security: Leadership, Priority Management, Personal

Strategies for Navigating Change,

Moving from Conflict to

Collaboration

Borders Group, Inc: Conflict Management, Performance Management,

Safety and Accident

Investigation, Union Avoidance, Diversity

Awareness

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