Customer Service Manager

*** *********** **** 716-***-****

Williamsville, New York, 14221 *********@*****.***

Wayne F. Shiesley

Summary of Qualifications

Multi-faceted detail oriented Manager with successful experience in Purchasing, Operations, Customer Service, Warehousing and Facilities management in a variety of business environments. Superior technical knowledge coupled with outstanding interpersonal and organizational skills and an innate ability to adapt makes for an exceptional administrative team player.

Business Environments: Health Insurance, Production, Franchising, Printing, Service industries

Proven Expertise:

Leadership/Supervision Departmental Centralization

Fiscal/Budgeting Expertise Negotiating

Project Management Training/Mentoring

Communications Systems Improvement

Policy and Procedures Development Product and Materials Consolidation

Analytical Skills Organization Decision Making Problem Resolution

Professional Experience

OPVMC, Orchard Park,NY 2011 - 2012

Director of Client Services

In charge of and orchestrates all operations of The Client Services department(front end, backend, middle).

INDEPENDENT HEALTH ASSOCIATION, Buffalo, New York 1997-2009

Purchasing Manager

Performed all purchasing and procurement functions for Independent Health Association which encompassed a total of twenty eight entities, departmental units, and affiliates. This included sourcing, quoting, negotiating, buying, and evaluation of hundreds of product lines and services. Daily activities included inventory management and materials control, administration of an automated purchasing system, product evaluation, and servicing the needs of at one time, 950+ employees. Conceptualized and administered capital budgets. Systems were designed and implemented with exceptional positive cost savings results.

Reduced inventory costs by 40% + while still maintaining my mission statement of zero shortages.

Initiated and implemented an on site shredding program netting a cost savings of over one million

Dollars.

Centralized all purchasing functions.

Designed, implemented, and administered an on line automated purchasing system(FMSPO).

Managed multiple multi-million dollar building renovation and capital projects, bringing these in on

deadline and always under budget.

Negotiated, implemented, and took ownership of several equipment leases of capital equipment.

Actively participated in several cross functional teams to carry out company wide strategic initiatives.

Increased purchasing turn-a-rounds from two days to just four to six hours.

Administered a yearly printing budget, and it’s purchases of over 2M dollars.

Eliminated company wide shortages of essentials by utilizing compatibles, leverage and relationship with

vendors, establishing proper stocking, inventory, and replenishment levels and re-distribution of

materials to the various buildings or departments that had the need.

PS ELLIOTT SERVICES, Kenmore, New York 1994-1996

Operations and General Manager

Performed all business functions including sales, operations, human resources, purchasing, inventorying, and supervision of the company and was the only direct report to the owner/president.

Implemented staff reduction programs that streamlined the workforce 12-15%, without any sacrifice of the

quality of the service or decrease of customer base.

Through efficiencies, reworking of schedules, and putting supervisors in districts, took gross profit margin

from 10-12% to 28%. *(Was accomplished in two short years).

Analyzed all accounts and opted to discontinue service to that account due to unpredictability.

Assisted in a 20% growth of profitable sales.

Purchasing/Operations/Facilities Manager (printing/pres-press industry) 1987-1993

Performed all procurement and purchasing functions as well as operations management duties such as

scheduling, work coordination, shop floor data collection system administrator, building projects,

equipment and system procurement and implementation, relocation of the company, start-up and closing

of plants. Accountable to the company Treasurer for budgets totaling millions of

dollars related to raw materials and capital equipment.

Customer Service/Operations Mgr.(worldwide auto aftermarket franchisor) 1981-1987

Performed all operational and service functions for our worldwide dealer(franchise) market. This included

sales of franchise, providing technical support, training, purchasing, warehousing management, and all related

functions needed to run a successful franchise organization.

Other Positions

Office Manager/Assistant Circulation Director

Business and Distributive Education Instructor/Career Placement

Education

ERIE COMMUNITY COLLEGE, Buffalo, New York

AAS-Business administration(Accounting minor)

SUNY COLLEGE @ BUFFALO, Buffalo, New York

BS-Business and Distributive Education (Business Administration minor)

MS-Vocational Education

Military

BRANCH: US NAVY DURATION: 4 years DISCHARGE: Honorable

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