Manager Customer Service

Richard Wilke

Email: abqesj@r.postjobfree.com

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

City: Lexington

State: KY

Zip: 40515

Country: USA

Phone: 480-***-****

Skill Level: Management

Salary Range: $75,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Richard F. Wilke, M.S.

abqesj@r.postjobfree.com; 480-***-****

2320 Jacks Creek Pike, Lexington, KY 40515

Director, Operations/Warehouse Manager/Plant Manager

Global Operational Leadership * Process Improvement Expertise * Technological Advancements

Top-performing, innovative entrepreneur with 20+ years of success in operations, customer relationship, and facilities management. Proven ability to streamline workflow, foresee and implement tactical solutions, and increase efficiency through aggressive initiatives that deliver profit gains and reductions. Strategic and creative problem solver with in-depth experience of shipping and inventory operations within complex environments. Highly motivated leader with strong knowledge in setting benchmarks and executing best practices to ultimately maintain consumer satisfaction. Insightful communicator with exceptional interpersonal skills, adept at establishing lucrative and strategic relationships that generate immediate traffic and sales results.

Key Competencies

Change Management * Project Management * Small Business Development * Inventory Management * Quality Assurance

Cost Reduction * Client Relations * Sales Management * Strategic Planning Management

Customer Service * Training Development * Team Leadership

Professional Experience

Universe of Energies Distribution, Inc. * Lexington, KY * 2006 to PresentInternational import/export wholesale business in dealing with home dcor.

Director, Operations

Manage 1 direct report and several temps who perform and document the inventory and shipping activities. Identify and resolve product and shipping complications while maintaining strong focus on improving customer service and customer relationship management. Uphold and manage warehousing, shipping, and inventory worldwide including any defective products. Serve as point-of-contact for international customers regarding inventory levels, analysis of process failures, and rapid resolutions. Attain new business and increase sales by attending international trade shows. Clients include: privately-owned stores, jewelry, general, and health stores. Correct and maintain proper inventory levels, resulting in a 95% Level of Service to customers worldwide. Travel to wholesale trade shows and set up show booths, ultimately improving revenue by 50%. Standardize tools, analyzing and developing action plans to address issues, aligning numbers and objectives, and increasing communication. Built warehouse from the ground up, creating and implementing new procedures, buying and developing the property, and building a highly-skilled team.

ServiceMasterTruGreen ChemLawn * Williamsburg, VA * 1991 to 2005Leader in customized lawn plans and maintenance services. Formerly known as ServiceMaster LawnCare of Williamsburg.

Owner CEO

Utilized Six Sigma and Lean principles within organization, creating efficient, beneficial processes that ultimately reduced costs and increased revenue. Oversaw and supervised Production Manager, Sales Manager, Office Manager, and Operations Manager. Directed production, warehouse, fleet maintenance, sales, telemarketing, and office personnel.

Richard F. Wilke, M.S. * abqesj@r.postjobfree.com * 480-***-**** Page 2

ServiceMaster TruGreen ChemLawn Continued

Responsible for the ordering of materials ahead of time for the upcoming season/year. Maintained budgets and spearheaded performance analyses for employees, ensuring products and services were delivered to customer in a timely manner. In charge of training, hiring, coaching, and mentoring of employees. Developed strategies to handle droughts, hurricanes and other weather related issues.

Developed all marketing and advertising initiatives to sustain new business including telemarketing, postcards, and door-to-door. Established goals and budgets, building consistent collateral. Identified and aggressively pursued strategic partnerships with the extension service of the VA Department of Agriculture, landscaping and mowing companies. Rapidly produced budgets and analyzed revenue, expenses, cost, sales and profits. Grew start-up to a $1MM+ business with an average staff of 25, maintaining 2,500 customers. Successfully sold franchise to TruGreen/ChemLawn Limited Partnership, 2005. Implemented a referral program developing postcards, resulting in 30% growth. Accomplished Franchise of the Year, 2004. Recipient of Environmental Improvement Award from the Professional Lawn Care Association of America, 2004. Achieved Most Improved Franchise of the Year, 2003.

Additional Experience

NEWPORT NEWS SHIPBUILDING ENGINEER II

Education Certifications

Master of Science, Engineering Management Old Dominion University Norfolk, VA

Bachelor of Science, Mechanical Engineering Technology University of Pittsburgh at Johnstown Johnstown, PA

Certification: Engineering-in-Training

Certificate of Completion: The Dale Carnegie Course

Continued

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