Customer Service Management

Eugene Luscalzo

Email: *********@********.***

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

City: Carpentersville

State: IL

Zip: 60110

Country: USA

Phone: 847-***-****

Skill Level: Management

Salary Range: $40,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

EUGENE LUSCALZO

1411 Keele Drive, Carpentersville, Illinois 60110

Home: 847-***-**** Cell: 847-***-****

*********@********.***

SUMMARY

Self-motivated, dedicated and reliable professional with a wide range of experience in operations management supported by team leadership and organizational capabilities.

Assist in monitoring and controlling P&L, ROI, time / labor and budget.

Oversee warehouse operations, transportation / logistics shipping / receiving, returns and overages, shortages or damages (OS&D).

Train, coach and develop personnel, monitor and evaluate employee performance.

Schedule and organize priorities, assign daily workload and special projects, and consistently achieve cost, quality and efficiency goals.

Manage and develop customer accounts while serving as key solution resource.

Provide quotes and negotiate costs, services and delivery capabilities.

PROFESSIONAL EXPERIENCE

The Room Place, 2501 International Pkwy, Woodridge, IL 5/2005 - 9/2010

Distribution Center Supervisor

Responsible for overseeing the activities of 28 employees including return specialists, shipping / receiving and warehouse operations personnel as one of three supervisors.

Supervised operations including warehouse transportation / logistics, timely and accurate shipping, receiving, delivery and fulfillment according to specifications.

Led and participated in strategy meetings to determine and implement cost controls and improvements to service quality and efficiency.

Traced, investigated and resolved shipping / receiving, OS&D and cost issues to source.

Scheduled, trained and evaluated personnel, approved hours, and administered disciplinary action in collaboration with HR.

Cross-trained personnel in all aspects of warehouse operations, with a focus on meeting customer expectations for service quality and efficiency.

Gained knowledge and experience in computer tracking and control of business operation using Oracle tracking system, assisted with conversion from GRS tracking system.

Achievements:

Tracked, monitored and improved routing efficiency, reduced overtime through effective use of time / labor, and minimized OS&D through source tracing.

Negotiated returns with suppliers and vendors, investigated and resolved claims on drivers.

Achieved a high level of customer retention as a reliable and diplomatic solution resource.

Entrusted with managing entire facility and all warehouse, transportation / logistics, and shipping / receiving operations on numerous occasions.

Pilot Air Freight Company, Des Plaines, Illinois, 1/2000 5/2005

Operations Manager

Managed, coordinated and oversaw daily operations, including fulfillment of contractual agreements, logistics, expediting, and warehouse activity for this freight forwarder handling heavyweight bulk shipments; nationwide customers includes Lucent Technologies, Tyco, and GE electrical and medical divisions.

Liaison and resource for resolving shipping discrepancies between customers and warehouse personnel.

Achievements:

Recognized for strong negotiating skills while developing quotes and achieving a high level of customer satisfaction in meeting goals and deadlines according to quality expectations.

Established solid customer relationships resulting in repeat and referral business.

Proven ability to coordinate priorities, manage multiple responsibilities, and achieve cost, quality and efficiency goals in a fast-paced environment.

Fisher Scientific, Itasca, Illinois, 10/1989 1/2000

Shipping Supervisor

In charge of entire shipping department, including coordinating logistics, negotiating rates with truck lines, resolving discrepancies, and ensuring timely delivery for this 325,000 SF automated warehouse.

Planned, scheduled, prioritized and organized shipping specifications and fulfillment according to customer needs and requirements.

Achievements:

Consistently achieved goals and deadlines while maintaining accuracy and reliability in services provided.

Promoted from lead to shipping supervisor due to recognition for leadership capabilities.

EDUCATION

Completed business management and accounting coursework, Northern Illinois University.

Associate of Arts, business management and accounting, College of DuPage.

Seminars in customer service excellence, operations management and efficiency, sales leadership and time management

Computer literate: Windows, MS Office, PC and mainframe applications.

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