Customer Service Manager
Resume:
Howard Bryerton
Email: **********@********.***
Address: **** ****** ***
City: Liverpool
State: NY
Zip: 13090
Country: USA
Phone: 315-***-****
Skill Level: Management
Salary Range: $83,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
HOWARD R. BRYERTON
4988 Rabbit Run, Liverpool, NY 13090
**********@********.***
Objective
Through utilization of my varied and diverse skill set and knowledge, enable an organization to achieve its
strategic goals and gain a competitive advantage.
Skills Summary
PL responsibility for budgets ranging from $1mm to $75mm annually. Responsible for expense control, budget review process, capital expenditure development and approval.
Manage all operations, budgeting, capacity planning, workload management and forecasting as well as 100+ associates that support the operations of a 350,000 sq ft., 3 temperature facility that operates 24x7 and delivers product to NY and all of New England. Volume in excess of 250MM pounds of product, 16MM cases handled into and out of the facility, and over $300MM in sales volume.
Excels at working with management to implement strategic initiatives and effectively communicates technology issues to all levels of the organization.
Excellent track record of tactical business planning and implementation of technologies to support the long terms goals of the organization.
Knowledgeable in general business issues and accounting concepts.
Varied experience managing both internal corporate software support call center and customer call center for external customers.
Staffing ranged in size from 3 to 100 team members of varying skill sets and experience levels.
Developed standard operating procedures for internal and external customer call centers including standard call scripts; call metrics and satisfaction measurement; and standard reporting methods and documentation for both internal and external customer review.
Broad ranging experience managing software development, package implementation, data center operations, print room operations, documentation and training materials
development, facilities and infrastructure builds and upgrades. Staffing ranged in size from 3 to 30 team members of varying skill sets and experience levels.
Skilled in hands-on evaluation and implementation of developing technologies in application development, communications, networking, computer software and hardware.
Work History
Dot Foods, Inc.
04/09 - Present Manager, Warehouse, Liverpool, NY
L and JG Stickley Furntiture
11/06 - 04/2009 Director, Customer Service, Manlius, NY
CDL (Consolidated Delivery Logistics)
10/05 - 10/2006 Director, Support Service, Syracuse, NY
G and Z, Inc. dba Bogarts Restaurant
6/04 - 7/2005 Owner, Operator, Manager, Liverpool, NY
Cardinal Health, Inc
2003 - 4/2004 Manager, Customer Service and Information Systems, Syracuse, NY
1998 - 2003 Director Information Systems Pharmaceutical Distribution, Syracuse, NY
1996 - 1998 Manager Customer Information Systems Operations, Dublin, OH
1993 - 1996 Manager Corporate Divisional Systems, Dublin, OH
Warehouse Operations
Responsible for all aspects of a 350,000sq. foot, 3 temperature, 24x7 operating warehouse.
Volume of 250MM pounds of food service product, approximately 16MM cases handled.
Annual budget management as well as capital expenses(short long term) over $8MM.
Geography covering all of NY and the New England area
Supported all staffing needs for 100+ associates including hiring, staff development, training, Leadership team development, annual review process, compensation decisions, and terminations, implemented productivity service level standards accompanied by an
incentive based pay program.
Customer Service
Managed internal software support and development call center supporting 8 distribution centers utilizing internal and external support applications. Tasks included prioritization of work requests, issue analysis, and solution implementation.
Managed customer call center staffed by 17 associates supporting over 2000 customers. Average call volume was 1800 per day. Issues included incorrect pricing, missing documentation and paperwork, late and missed deliveries, and missing or incorrect product.
Managed retail and distributor customer service team that supported the store and dealer network for a 100+ year old family owned fine furniture manufacturer and retailer.
Communicated both verbally and written to all levels of management both internally and at customer locations in relation to issues, action plans, and general topics.
Developed standard operating procedures for customer service center including call metrics, call scripts, standardized workflow methodologies, customer reporting and interactions.
Managed centralized billing function that included billing, reconciliation, summarization and review of any billing and invoicing issues.
CRM
Developed CRM system utilized to manage and analyze sales calls, customer sales information and customer communications through customer service department. Utilizing the corporate VPN, sales consultants were able to enter and view summarized customer
specific information.
IS Strategy and Direction
Directed and developed strategic IS plan for the Syracuse distribution facility that included implementation of web-based applications, radio-frequency technologies, and server based applications.
Directed, developed plans and implemented centralized application development environment that presently supports all 23 of the Cardinal Health Pharmaceutical Distribution facilities. Application development is completely centralized utilizing SDLC methodologies and CM tools to ensure quality software systems.
Directed, developed plans and implemented centralized applications support structures. Support structures included internal application systems and customer facing applications.
Tactical and strategic planning for Regional Data Center to support additional distribution center growth. Data Center contained two large iSeries systems, multiple servers and related communications equipment. Operations supported 8 distribution facilities representing over $18B in business.
Developed transition and implementation plans for conversion of legacy distribution center systems to corporate applications.
Initially lead team that successfully converted 4 distribution centers ahead of schedule and under budget.
Education
Bachelor of Science, Business Administration - Columbia College
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