Manager Customer Service

Shannon Puckett

Email: abqdij@r.postjobfree.com

Address: ** ****** ***

City: West Hartford

State: CT

Zip: 06107

Country: USA

Phone: 404-***-****

Skill Level: Director

Salary Range: $170,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

SHANNON PUCKETT

93 Keeney Ave, West Hartford, CT 06107

Mobile: 404-***-**** Email: abqdij@r.postjobfree.com

PROFILE

A broad based professional with 25 years experience in large corporations and start-ups. Proven record of strategic and innovative leadership with strong business acumen, clear sense of ownership, results based leader with ability to achieve organizational goals. Motivated by challenging, entrepreneurial, ethical and dynamic environments. A passionate and engaging visionary willing to relocate for progressive career growth in a world class organization.

COMPETENCIES

Facility Management, Building Services, CAPEX, Asset Extension and Preservation, Project and Property Management, Business Continuity and Disaster Recovery, Data Center Management, Regulatory Compliance, Safety Requirements, Energy Management Systems and Controls, Curtailment and Rebate programs, Sustainability Programs, International Sourcing, Contract Negotiation, Vendor Management, Financial and Trend Analysis, Root Cause Analysis, Continuous Improvement, Kaizen, Lean Manufacturing, P&L ownership, Driving Sales and Service, Call Centers, Customer Service, Organizational Effectiveness, Personnel Management, Leadership Development, Teambuilding, Marketing, Relationship Building, Fundraising and Event Organization, Technology Platform, CMMS Computerized Maintenance Management Systems, Building Automation Systems, Benchmarking, Best Practices, Strategy, Conflict Resolution

CHARACTERISTICS

Visionary, Team oriented, Strategic, Self-Directed, -Can do- attitude, Respectful, Proactive, Positive, Passionate, Negotiator, Motivated, Mission Driven, Loyal, Inspiring, Innovative, Influencer, Honest, Genuine, Flexible, Fair, Ethical, Entrepreneurial, Engaging, Dynamic, Decision Maker, Creative, Confident, Compassionate, Caring, Action Oriented

EXPERIENCE

FM Facility Maintenance: Hartford, CT

Vice President of Retail Operations 2012- present

* P&L Ownership for $21M+ Retail Client portfolio

* Leader of 25 employees responsible for maintenance of 2300+ operating buildings totaling over 30 million square feet of retail space in 42 trades.

* Interim Account Director for Michael`s encouraging energy initiatives, sustainability programs and budget planning.

* Energy strategist and program leader for Retail team

THE HOME DEPOT: Atlanta, GA Director, Building Services 2007-2012

* Leader of 36 employees responsible for maintenance and preservation of 2200+ operating buildings, Distribution Centers, Subtenant sites and dark stores; totaling approximately 225+ million square feet and valued in excess of $22.5 billion. Annual operating budget of $1.2 billion expense and $212 million capital for Preventative, Predictive, Repair and Project work.

* Responsibilities include maintenance and preservation of land, buildings and structures, MHE forklift fleet, equipment, mechanical and operating systems for all stores and owned property.

* Define long-term strategy for asset preservation at store level, including partnering with Construction, Procurement, Safety, Compliance, Risk Mitigation and Legal to research or design solutions to glean energy efficiencies or extend the life of assets and systems.

* Responsible for creation, planning and execution of custom Technology and CMMS strategy, platform and programs for department, stores, and vendors from identification to payment.

* Realized budget targets within .02% 2007-2011 with 2% cost out annually.

* Managed vendor base of 2000+ to ensure THD standards are met and exceeded.

* Earned a Voice of Customer of 9.4/10 with 1.2 million work orders processed during last 12 months

* Responsible for Disaster Recovery and Business Continuity during Natural Disasters

* Paperless department, 92% EDI/EFT, central repository for contracts, document storage, specific information

* Outlier identification for exception based solution development

* Spearhead development, communication, and implementation of effective growth strategies and processes

* Demonstrated success at managing multiple levels within vertical organization as well as ability to influence and manage across functions

* Experience in leading and managing services business and service as a product

* Understanding business challenges, responding with relevant solution and delivering a consistent industry leading customer experience

* Energy/ Maintenance cost out and savings realizations with building signs, sales floor lighting, LED in-rack solution, refurbish cart, racking and paint programs

* Asset extension projects for roofing systems, HVAC systems, piloted nitrogen systems, fleet design changes, cart design specifications

* Created independent testing program for equipment introduced into store environments to ensure durability and longer asset life

* Realized energy reduction of 11% per store by working with designers and engineers on new products and implementation, as well as additional 3% in HVAC by adjusting strategy across portfolio

THE HOME DEPOT: Atlanta, GA

Occupancy Manager, Building Services 2005-2007

* Designed and developed best practices, implemented and maintained Cyclical Maintenance programs for Interior lighting, Exterior lighting and Signs and created Capital process manual.

* Lead FixIt project to create online ticketing system for stores; realizing drop in call hold times to Maintenance Service Center from 3 minutes to

* Budgetary accountability for capital and expense in General Repair and CAM accounts, budget realization within .05% of target in 2006.

* Managed vendor base of 7000+ to realize best value and quality.

* Headcount rebalancing across lines of business for critical customer support.

TOYOTA MOTOR MANUFACTURING, INC.: Huntsville, AL

General Affairs and Purchasing Specialist 2004-2005

* Oversaw 50 employees for contracted services Security, Janitorial, Landscaping, General

* Contract Services for main location and onsite owners representative for new V8 plant build

* Conducted Project Management for Security Detail and Event Planning for Government and Executive visitors, planning and development, implementation and invoicing to minute degree.

* Created, maintained and adhered to budget requirements.

* Constantly evaluated and improved Kaizen systems to develop better and more effective solutions to challenges.

* Qualified vendors, negotiated terms, conducted RFQ, bid process and contract award for Toyota services and purchases.

* Data Center management and emergency preparation.

DIGITAL INSIGHT (a division of Intuit): Norcross, GA

Purchasing and Facility Manager-East Coast 2001-2004

* Facility Manager for three Georgia locations consisting of 250 employees and one tenant.

* Company Corporate Travel Manager; and Purchasing Manager for seven locations nationwide, services to 800 employees.

* Oversaw all aspects of tenant relations including build-outs lease negotiation and termination, space planning and FFE.

* Oversaw building maintenance and repair, security, janitorial and facility emergencies.

* Analyzed, evaluated and implemented purchasing processes. Negotiated contracts for security, parking, office suppliers, travel partners, shipping, datacenter and emergency power vendors.

* Managed Datacenter, mirror emergency systems, disaster recovery and business continuity.

ATLANTA THRASHERS (owned by Turner Broadcasting and Time Warner): Atlanta, GA

Facility and Office Manager- Practice Facility, Atlanta, GA 1999-2001

* Managed Visitors, Media activity and Public Relations onsite

* Oversaw all building construction, maintenance and repair, security, card-key access, cleaning, emergencies.

* General office manager and primary contact for Thrashers players and coaches.

WORLDTRAVEL PARTNERS (presently BCD Travel): Atlanta, GA

Customer Service Manager 1998-1999

* Supervised staff of 24 onsite at CNN center for TBS, Time Warner and AOL.

* Resolved customer complaints and developed process improvements, created training material.

* Negotiated and implemented contracts with airline, car, and hotel vendors.

* Assisted in the distribution of an internet-based travel program for Turner employees.

* Arranged all Turner travel events including hotel, transportation and onsite customer service, including World Report Conference and Atlanta Braves and Atlanta Thrasher player movement.

EDUCATION

University of Alabama Huntsville, AL

Bachelor of Science in Business Administration, December 1994

Held Assistant Athletic Trainer position for 9 sports teams while earning degree.

COMPUTER SKILLS

Windows, Microsoft Office Suite (Word, Excel, PowerPoint, Publisher, Visio, Outlook), Internet Explorer

Expesite, TMS World, FixIt, SAP, Trip Manager, PeopleSoft Financials, MAXIMO, Merkur, Badge Access, Station and EBI Security systems, ARIBA, Accruent, SharePoint

PROFESSIONAL ORGANIZATIONS/ SPECIAL PROJECTS

* Second VP PRSM Association- 2010 to present- Professional Retail Store Maintenance Association consists of 2500+ members in the multi-store retail industry

o PRSM Educational Committee 2010

o PRSM Benchmarking Committee Chair 2011 to present

* U.S. Department of Energy, Commercial Building Energy Alliance Steering Committee- 2006 to present- 57 major retailers collaborate to draft specifications for Site Lighting, LED troffers, Parking Deck Lighting, and HVAC for the commercial building industry. Currently working on DOE grant for store concept to realize 50% energy reduction.

* The Home Depot Foundation Advisory Committee- 2007 to present

* Homer Fund Captain for Operations- 2010 to present- employee assistance plan funded by the employees

* Building Automation System company lead- 2010 to present- $60M+ system cost

VOLUNTEER/ PROMOTIONS

* The Home Depot Foundation; Build Event and Golf Tournament Organizer 2006, 2007, 2008 and 2009-raised over $1M each year; 2011 raised $1.5M

* American Cancer Society; Digital Insight Steering Committee 2003-raised $101,000

* Leukemia and Lymphoma Society; Digital Insight Steering Committee 2002-raised $108,000

* Multiple Sclerosis Society of Greater Huntsville; Golf Tournament Organizer 1994-1996

* March of Dimes, Huntsville; Golf Tournament Organizer 1993-1996

* Ducks Unlimited/ North Alabama Region; Banquet Organizer 1992-1999

REFERENCES AVAILABLE UPON REQUEST

WILLING TO RELOCATE

Contact this candidate