Customer Service Quality Assurance

BRUCE A. KLEIN

**** ****** ***** • Finksburg, MD 21048

*********@*******.*** • C 443-***-****

Chief Operating Officer • Director of Operations

Dynamic and accomplished Director of Operations with 30+ years of combined workplace experience, exhibiting a track record of loyalty and consistency. Possess more than 16 years experience of supply chain management experience, driving cost reductions and promoting increased operational efficiency. Leadership experience includes directly managing a team store and warehouse managers and overseeing employee relations for 150+ retail and warehouse personnel across 11 separate facilities. Possess extensive knowledge of operations activities including product management and distribution, strategic planning, P&L management and technology implementation. Proven ability to conduct high-level finance activities including financial statement preparation, analysis, budgeting and forecasting. Demonstrated ability to achieve positive bottom-line results and enhance operational efficiency across multiple locations and departments. Experience managing all aspects of the employee management cycle including recruiting, interviewing, hiring, training, employee development, performance evaluation and discipline/termination. Strong interpersonal communication skills with experience successfully motivating staff members and managers to achieve sales, customer service and quality assurance metrics. Additional core competencies include driving key initiatives in expense control, inventory management and procurement.

Expense Control • Payroll • Employee / Labor Relations • Recruiting • Account / Territory Management

Client Relations • AP/AR • Negotiations • Presentations • Customer Service • Distribution • Inventory Management Procurement / Purchasing • Vendor Relations • P&L • Training / Development • Ops Management

PAPA Auto Parts • Baltimore, MD

PAPA Auto Parts is an established leader as an independent supplier of auto parts in the Mid-Atlantic Region, servicing over 2000 accounts with a fleet of 75 vehicles on the road and a staff of 150 employees in 11 locations.

Vice President of Operations (2/2004 – 10/2012)

Promoted to VP of Operations to maintain oversight of Operations and support high-level Accounting and Finance activities. Monitored and measured financial and performance standards. Maintained accountability for all financial activities including: workers compensation, business owner insurance, executive insurance, employee practice liability insurance, health insurance and payroll. Managed P&L, prepared financial reports and conducted analysis to identify areas of opportunity for improvement. Developed and maintained contractual relationships with vendors, negotiated terms of service and ensured desirable outcomes. Identified key process performance metrics and tracked information for use in analysis and reporting of customer service, profitability, safety and customer service goals. Managed $7M+ in total inventory value. Implemented standardized inventory technologies across all locations and a developed and enforced a multi-faceted loss control program. Developed and maintained strong working relationships with account base representatives and addressed escalated customer service or quality assurance complaints. Conducted extensive personnel management activities including recruiting, interviewing, hiring, new-hire training, employee development, performance evaluations and discipline/termination.

Accomplishments:

• Developed and regularly updated a custom employee safety training program that helped manage a fleet of 75 vehicles; achieved a 50% reduction in vehicle insurance premiums as the result of better safety measures.

• Achieved increases in sales (20%) and profitability (9%), as the result of implementing process improvements to adjust to new trends and patterns within the local marketplace.

• Created and implemented an effective employee retention program that placed an emphasis on retaining the highest rated employees, resulting in a strong workforce that improved total employee productivity by 15%.

• Enhanced customer service proficiency by making adjustments to traditional brick and mortar operations, which yielded increased employee productivity and a 29% reduction in related staffing and operational costs

• Implemented a cohesive inventory management strategy across all store locations, resulting in an improved product mix for customers and a significant reduction in inventory costs by more than $1M.

BRUCE A. KLEIN • Page 2 • *********@*******.***

Continued…

Director of Operations (1/1997 – 1/2004)

Led day-to-day operations for a local leader (Baltimore, MD) in the Auto Parts industry, with 11 total locations including nine wholesale/retail & two warehouse distribution centers. Successfully maintained a fleet of 75 vehicles. Oversaw employee relations for 150+ total staff members. Directly managed nine wholesale/retail managers and two warehouse distribution managers. Hired, trained and motivated employees to achieve operational objectives. Spearheaded various initiatives including customer service oversight, policy/procedure management, sales/profitability and implementation of quality assurance standards. Maintained voice/data networks across all locations and promoted effective communication between clients, retail locations, distribution centers and management teams. Implemented several successful strategies that boosted overall employee morale. Performed account management activities and established positive rapport with key decision makers across a diverse market.

Accomplishments:

• Established guidelines/protocols for all company employees and actively communicated corporate operating philosophy; wrote, published and regularly updated all employee handbook content.

• Oversaw maintenance and upkeep for all leased and owned properties; adhered to state and local regulations, implemented safety measures and handled MDOE guidelines for gas station properties.

Career Note:

Prior position included; Store Manager overseeing the day-to-day operations and managed a team of 22 employees.

Accomplishments:

• Consistently grew total sales year-over-year by as much as $200K monthly; successfully reversed fortune of Laurel, MD location from the last ranked store to first ranked store in total revenue.

EDUCATION

Bachelor of Science in Business and Environmental Sciences

Towson University, Towson, MD

AFFILIATIONS

Chesapeake Automotive Business Association (CABA)

Special Equipment Market Association (SEMA)

CERTIFICATIONS

OSHA

Payroll Management

Procurement Procedures

SELECTED COMPUTER SKILLS

Windows OS ~ MS Word ~ MS Excel ~ MS Outlook ~ Epicor Operating System ~ CBS Operating System

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