Sales Quality Assurance

Gerald Hicks

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

Address: **** **** ***.

City: Nashville

State: TN

Zip: 37209

Country: USA

Phone: 615-***-****

Skill Level: Management

Salary Range: $60,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Gerald T. Hicks

143 Karen Dr. Mount Juliet, TN 37122

Phone 615-***-****

0BJECTIVE: to secure a supervisor position where I can maximize my management skills, quality assurance, process development, and continuous improvement experience.

Established leader with a broad background in customer support applied engineering and integrated operations. Extensive experience entering new organizations and developing predictable, repeatable processes to deliver superior customer experience with sustainable financial success.

PROFESSIONAL EXPERIENCE

GENCO, Lebanon, Tennessee 2008- 2012

EMR Supervisor, Return Remanufacturing Operation 2008-2012

Directed Operations for the refurbishment and fulfillment of over 240K computing products annually. Supervisor for all aspects with a $10 Million operating budget, delivering products and services to support $65 Million in post-lease unit sales. Bridged a gap between operations and marketing to deliver production enhancements that enabled a 30% reduction in post sales remorse/support costs and $3.6M in incremental revenue growth.

Delivered 17% gain in plant efficiency with a 22% drop in operating costs.

Developed quality improvements that enabled a 30% reduction in product scrap rates.

Championed improvements in sustainability and flexibility through fundamental changes in process design, organizational structure, vendor management, and shared service optimization.

Shipping and Receiving and Materials Supervisor, Dell Returned System Remanufacturing Operation 2007-2008

Managed material supply, logistics, disposition, and fulfillment in this Reverse Logistics operation, refurbishing 550K computing products annually for $400 Million in recovered revenue. Responsible for material support operations across 3 shifts as well as coordination with customer support teams to drive improvements in financial control, customer experience, and accountability.

Delivered significant inventory control improvements, reducing inventory losses by 80% and achieving 99.9% net accuracy on a $16M inventory. Earned Green Belt Process Improvement certification while delivering over $300K in annual scrap cost reduction

Launched a new production shift, developing an 80 person operation to supplement production capacity, converting the plant into a 3 shift schedule

Coordinated the development and execution of multiple asset management initiatives that enabled a $1M reduction in product returns, value recovery for end-of-life devices, and the expansion of community support through charitable activities and donations

Supervised during a plant relocation, applying Lean Manufacturing principles to the design of a new remanufacturing / refurbishment facility

Materials and Cycle Count Supervisor, Dell manufacturing 2004-2007

Held Various Leadership and Individual Contributor roles within Dells Manufacturing Business. Responsible for developing, and sustaining new materials internal supermarket and parts delivery solutions.

International Program Manager for Client System Support Services; Responsible to the Program Director for operational execution, business development, technology deployment, and VP level communications and support. Negotiated the service footprint for $700k/month in support for US based clients

Developed OEM and vendor provided solutions to meet unique customer requirements. Managed the financial and operational risks of on-boarding global vendors while deploying services into a variety of customer environments. Coordinated closely with sales and marketing teams to generate winning strategies for closing new business and growing existing accounts by creating new internal capabilities and deploying custom solutions

Launched a new support operation into a transactional sales business, delivering $3.4M in incremental revenue in the first year

BRIDGESTONE La Vergne, TN

Curing and Mold Shop Supervisor 1996 2004

Experienced in all aspects of the management operation and maintenance of an Passenger tire manufacturing curing department and served as mold shop supervisor where scheduling production on plant output was critical.

MID AMERICA DRY KILNS White Bluff, TN

Operations Manager Hardwood Lumber Export Sales 1989 1996

Experienced in all aspects of the management, operation and maintenance of an industrial operation of kiln drying and grading of hardwood lumber for export, and qualified as certified hardwood lumber Inspector by NHLA.

EDUCATION

1980-1984 University of Tennessee Knoxville

Forestry Management

1984-1987 University of Memphis

Bachelors of Business Administration

1997-2000 Middle Tennessee State University

Post graduate level studies in Information Systems

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