Customer Service Quality Control

Shamus T. Stepney

**** ********** ***** ( Yorkville, Illinois 60560 ( 815-***-**** (

630-***-**** ( abm768@r.postjobfree.com

Career Summary

An Operations management professional dedicated to providing exceptional

customer service possessing 10 years of cross-functional experience in

print on demand fulfillment, distribution, production, and shipping. A goal-

oriented, hands-on, self motivated, enterprising, and methodical individual

with demonstrated skills in project management, effective leadership,

process improvement, team building, and excellent interpersonal skills

committed to achieving strategic alignment and delivering value added

results.

Professional Experience

Shipping Supervisor/Manager 2008-resent: Tiger Direct, Naperville, IL

Tiger Direct is a subsidiary of Systemax, Inc (including Circuitcity.com

and Comp USA) that distributes computers, computer components, and various

cutting edge technology products through a strong mix of ecommerce and

retail outlets anchored on customer service and innovation. Tiger Direct

has an approximate average of 30,000 orders shipped per day and warehouses

over 1,000 unique item identifications.

Responsibilities

Supervise 175 employees covering 2 shifts that are responsible for

processing customer and retail store orders; Perform daily cycle counts and

quarterly inventory counts on product valued over 150 million dollars in

conjunction with the inventory control department; Conduct annual reviews

and coaching sessions with employees; Maintain an order processing fill

rate of 95% on customer orders and schedule inbound and outbound LTL

shipments; Direct monthly safety meetings and weekly customer service

meetings addressing successes and areas needing improvement; Trouble shoots

and provides support to the IT department aimed at keeping productivity

levels at peak performance; Audit order activity, scanning per hour, and

zone routing orders to provide real time tracking.

Accomplishments

. Planned and executed the conversion of a 75,000 square feet offsite

warehouse in November 2009 to store inventory and provide additional

capacity to process customer orders.

. Designed, tested, and implemented new order picking processes

transitioning from collate paper to an RF Technology paperless process

in October 2009. The introduction and utilization of this new system

increased productivity and achieved my personal goal of creating a

sustainable process.

. Developed a new employee training program for new employees and cross

training them to maximize their efficiency and mobility throughout the

department in September 2009.

Assistant Operations Manager 2003-2007: Financial Graphics Services, Inc. -

Fulfillment Services Division, Aurora, IL

FGS is a 3PL fulfillment company that generates $12 million in annual

revenue and ships an average of 61,000 orders per month consisting of both

preprinted and print on demand sales and marketing literature utilizing

over 320,000 unique items resulting in 4,100,000 units being shipped

monthly using a laser barcode Warehouse Management System (WMS) that

intuitively updates a Microsoft SQL Database via Wireless RF Technology.

Responsibilities

Managed a combined full-time and temporary staff of 120 employees

comprising the functional departments of Shipping, Receiving, Inventory

Control, Assembly, Pick Pack, Customer Order Planning, and Digital

Services; Maintained order processing timeliness, order processing

accuracy, inventory accuracy, conducted employee safety programs, and

monitored security at all Aurora facilities; Provided trouble shooting and

systems issue support for the IT department in order to maintain optimal

systems performance; Serviced and maintained client relationships with

Dreyfus, Morgan Stanley, JP Morgan Chase, Northern Trust, AIG, Upromise,

Nuveen Investments, Calamos Investments, Credit Suisse, Cole Capital,

Henderson, and USPS by performing needs assessments, fulfilling specified

orders, and implementing quality control measures.

Stepney 2

Accomplishments

. Consistently maintained an order processing timeliness percentage

greater than 99.96% YTD and 99.4% YTD error-free processing.

. Reduced labor costs by 8% through the creation of a split shift

operation that avoided over-time costs.

. Managed successful move-in and start-ups for new clients.

. Managed two expansion efforts expanding our initial 45,000 square foot

facility into three separate facilities with a combined total of over

150,000 square feet. Included were two office space build outs and a

climate controlled room designed to house black and white and color

digital print equipment totaling 5,500 and 3,000 square feet

respectively.

. Created and implemented a Quality Control Inspection Process for all

inbound and outbound orders that resulted in 99.4% of orders being

fulfilled, received, and shipped accurately.

. Implemented a BIO Metric time keeping system to monitor and control

labor cost by department.

. Sought, tested, and implemented automated report generation software

to monitor order activity and order processing timeliness within

Pick/Pack, Assembly, and Digital Print areas.

. Implemented a forklift certification course through our temporary

staffing agency.

. Promoted from Production Supervisor 2003-2004.

Distribution Supervisor 2000-2003: IGetSmart.com, Hanover Park, IL

IGetSmart.com is a fulfillment company that stores products and fulfills

print orders for clients such as RR Donnelly, Serta Mattress, Namco, Exxon

Mobile, Allied, and various other clients. IGetsmart.com uses a barcode

driven AS/400 Warehouse Management System.

Responsibilities

Managed 20-50 employees that worked in Receiving, Shipping, Inventory

Control, and Assembly Fulfillment areas; Made lease or buy contract

agreements for forklift equipment that was needed for the operation.

Accomplishments

. Coordinated daily inbound and outbound activities of a 225,000 square

feet facility.

. Managed daily audits for items that were under dual control.

. Monitored and assigned work based on the inbound activity for two

overlapping shifts for 20-50 employees.

. Improved order processing service levels from 85% to 100%.

. Implemented new hire standards for all forklift drivers to maintain

safety.

. Restructured the cycle count process resulting in improved accuracy

from 89.4% to 97.6% within three months.

. Improved communication with load planners and customer service groups.

Team Lead 1998-2000: Metavante Corporation, Willowbrook, IL

Responsibilities

Utilized UG800 embossing machinery and DataCard 2500 sorting machinery in

order to process insurance and credit/banking cards for Trust Mark

Insurance Company, Spiegel, Visa, and MasterCard; Made sure employees

maintained or exceeded required levels of processing and productivity that

in turn allowed monthly quotas to be successfully met.

Education

Criminal Justice Coursework, Joliet Junior College, Joliet, IL

Diploma, Lockport Township High School, Lockport, IL

Software Skills

ASCTrac Warehouse Management System (WMS); AS/400 Warehouse Management

System (WMS); Crystal Reports; Visual Cuts; PowerPoint; Microsoft Excel;

Microsoft Publisher; Microsoft SQL Server; Lotus Notes; Emeril.

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