Customer Service Supply Chain

Clay Worley

*** ******** ***** ***** ****, Texas 78681 512-***-**** ********@*********.***

Director of Operations

Global Supply Chain / Six Sigma / ISO / Multi Site / CPI / Training / Budgets GAP / Cost Control

Active Secret Security Clearance / Logistics / Project Management / Fixed Assets / Inventory

I turn operations into well-oiled machines that deliver bottom line results. Building and managing self-reliant teams in complex global enterprises, I designed and implemented innovative solutions that controlled costs and enabled multi-billion dollar growth. I tackle every challenge, manage assets effectively and exceed expectations. Directing global quick response units in customer support and service Developing web-based multi-national training programs Controlling costs and beating the competitionMeeting demanding ISO standards in complex divergent divisionsDesigning dynamic productivity solutions in multi-site operations

My BA is from Kennesaw State University with entrepreneurship studies at Florida State University. An exceptional trainer and leader, I have limitless energy and I deliver uncommon results. I am fluent in Spanish and can conduct business in Japanese, German, Bosnian and Korean. A published author, I excel in presentations.

SELECTED Accomplishments

Slashed Costs, Saving 50%. Dell experienced poor first and second quarter performance. Assessed current IT costs, implementing aggressive controls. Reduced IT costs $6.9M in 30 days.

Improved Delivery, Slashed Shrinkage and Reduced Operations Costs. Dell sought customer service improvements. Developed web-based asset management tool for 100+ warehouses. Reduced shrinkage to .4%, cut service response rates, improved shipping and achieved highest customer service levels. Saved $6.1M.

Directed Exemplary ISO Audit. Surprised by unexpected !SO 27001 audit. Met with Dell compliance team, ensuring employee preparedness and records accuracy. Certified complex enterprise of 670 employees within 3 major delivery organizations and 13 service areas with ZERO non-conformities.

Expanded Shipping Operations to Support Global Growth. Company wished to augment operations for Canadian and Latin American expansion. Integrated internal and out-sourced shipping facilities, reducing daily backlog 67%. Resolved $1M in disputed returns. Set the stage for new product launch, enabling $31.2B growth.

Went Toe-to-Toe with the Competition and Won. Dell saw chance to build revenue with retail outlet. Led design of on-site service and asset management with 93% operational edge over the competition. Directed equipment procurement and installation. Beat counter-to-customer turn-around goal, driving $150K profit in 7 days.

Cut Costs with Standardized Global Tech Support. Customer Support lacked consistent process. Developed and implemented effective web-based training across five continents in under 45 days, saving a projected $8.7M.

Turned Around Losses with Lucrative Acquisition. Dell faced $35M division loss. Led risk management planning, identifying acquisition target with proven $1B annual profit record. Won praise by Senior Management.

CAREER SUMMARY

For Dell, Multi-Billion Dollar Global IT Services Provider

Director, Services & Corporate Technology, 2011 to present. Direct the global organization responsible for Dell's entire suite of corporate and HR software applications. Manage 8-10 staff and average $9M project budgets.

Global Operations Director, 2008 to 2011. Lead numerous projects across five continents, delivering continuous improvements in supply chain and logistics. Direct complex cradle-to-grave service contracts, warranty service support and asset management. Saved $8.7M with innovative web-based training.

Program / Logistics Manager, 1999 to 2008. Directed 8 senior staff in top-tier international contract negotiations. Integrated internal and out-sourced shipping facilities, compressing supply chain and slashing daily backlog 67%.

For the United States Marine Corps, United States Army, and the Army National Guard

Ran technical and logistical international operations. Coordinated multi-million dollar life-support / logistics for helicopter, ground teams and ammunition for camp of 1200 troops. Decorated 32 times.

Additional: My travels have taken me throughout all of the United States and much of Asia, Europe and the Middle East. I support the Susan G. Komen Race for the Cure, Toys for Tots, Down’s Syndrome Association and St. Jude’s Hospital. Free time is spent hunting wild hogs, playing football, writing poetry and teaching martial arts.

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