Customer Service Manager

Jamie A. Kite

**** ***-*-******* **** Kernersville, NC 27284 336-***-****

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

Summary of Qualifications

. Twenty years of successful logistics/production operation management

. Thorough understanding of cycle time reductions, and process

improvements

. Excellent team building skills with a tremendous degree of urgency to

accomplish goals

. Successful cost containment and budget management

. Recognition throughout my career as having exceptional customer

communication/service skills

Professional Experience

Quality Associates, Inc., Brown Summit, NC July 2010 - December 2012

Facility Production Manager, December 2012 - Present

. Maintain responsibility for the overall output and efficiency of

production operations.

. Monitor KPI's and facilitate continuous improvement initiatives.

. Develop Floor Managers and Team Leaders to meet company goals

. Improve overall communication through regularly scheduled meetings and

encourage team participation in process improvements.

. Avoid interruption of flow of materials and prevent customer service

breakdown.

. Work with Temporary Service to maximize the use of 100+ temporary

employees.

Third Shift Floor Manager, July 2010-December 2012

. Managed group of seven Team Leaders in an assembly packing operation.

. Implemented continuous improvement objectives to insure 25% or greater

productivity increases.

. Coordinated planning and utilization of contract temporary employees

through on-site shift staffing manager.

. Planned production schedule using various computer system reports and

modules to obtain 100% customer service measurements.

. Managed quality processes and procedures to prevent any P&G quality

incidents.

. Continuously ensured utmost importance of safety, and strived to

maintain an injury- free work environment.

Coble Trench Safety, Inc., Manassas, VA/Baltimore, MD April 2009 - July

2009

Branch Manager

. Managed day to day operations of two equipment rental branches.

. Developed weekly inventory requirements and manage logistics of inter-

branch transfers.

. Coached drivers, shop and sales personnel to provide optimal customer

service.

. Ensured proper maintenance of trucks/equipment and safe use of all

properties

. Monitor revenue and aid in the development of revenue generation

strategies.

. Constantly interacted with customers to determine needs and ensure

operational excellence.

. Maintained budget responsibility.

Rebath of the Triad, Greensboro, NC July 2006 - December 2008

Service Manager

. Took calls from customers to discuss issues and complaints.

. Scheduled appointments to assess issues, complaints and facilitate a

solution.

. Developed service procedures and documentation to ensure 100% customer

satisfaction.

. Worked directly with installation technicians to reduce service

matters and develop installation procedures.

Topsider Building Systems, Clemmons, NC April 2005 - July 2006

Warehouse/Production Manager

. Managed all production personnel, manufacturing processes and

schedules.

. Managed all warehousing, shipping and receiving functions.

. Determined labor and manpower requirements to meet productivity

demands.

. Oversaw transportation including mode selection, rate negotiation,

schedules (inbound and outbound) and carrier performance.

. Worked closely with Client Services to ensure best possible service

levels.

. Worked with Client Services to develop standards for material

requirements, process flows and the implementation of an in-house ERP

system.

. Maintained responsibility for safety standards and equipment

maintenance.

. Maintained responsibility for lead person evaluations and assisted

leads in the development of pickers, forklift operators, stockers and

loaders.

Reich Contract Logistics, Kernersville, NC April 1998 - March 2005

Logistics / Warehouse Operations Manager

. Worked closely with customers to develop and implement logistics

solutions, make sales presentations for potential customers as well as

account management of existing customers.

. Worked with sister companies to develop a One-Stop logistics solutions

for all Best Service Group customers.

. Managed accounts throughout the US, Canada and Mexico.

. Managed all modes of transportation (Truck, rail, container and air

freight) to meet the needs of our customers and their consumer.

. Determined labor requirements for rework and repack projects.

. Managed administrative staff that was responsible for carrying out

customer service, dispatching, billing and inventory control for

contract logistics customers.

. Managed a 300k-square-foot warehouse operation.

. Implemented a rework, return and packing department.

. Maintained responsibility for facility maintenance and improvements.

. Maintained responsibility for safety standards and equipment

maintenance.

Rubbermaid, Inc., Greenville, NC June 1991 - April 1998

Distribution Manager, September 1995 - April 1998

. Managed all aspects of two distribution facilities totaling 600k

square feet with 20k SKUs and 135 associates working two shifts.

. Maintained budget responsibility.

. Managed all aspects of the raw material warehouse.

. Maintained responsibility for kitting, display and sample department.

. Maintained responsibility for physical inventories, cycle counting

team and inventory verification.

. Managed transportation rate negotiations, monitored carrier

performance and selected carriers based on performance and rates.

. Maintained responsibility for safety standards and equipment

maintenance.

. Maintained responsibility for managers and supervisor evaluations, and

worked closely in a team environment to develop excellent pickers,

forklift operators, stockers and loaders.

Production Supervisor, June 1991 - September 1995

. Supervised all aspects of a second shift mop, broom and brush

manufacturing department.

. Monitored employee productivity, evaluated performances and made

necessary changes to correct unacceptable performances.

. Worked closely with Engineering to develop production standards and

facility layout.

Mckesson Service Merchandising, Greenville, NC June 1987 - June 1991

Warehouse Supervisor

Education

Currently Johnston Community College

Project Management Certification and PMP Exam Preparation

1982 - 1985 East Carolina University, Greenville, NC

References provided upon request.

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