Customer Service Manager

Bruce K. Dunn

**********@*******.***; 972-***-****

*** ********* **., ********, ***** 75149

Executive Summary

Global Operational Leadership . Process Improvement Expertise .

Technological Advancements

Top-performing, innovative global logistics professional with 20+ years of

success in operations management and customer relationship management.

Proven ability to streamline workflow, foresee and implement tactical

solutions, and increase efficiency through aggressive initiatives that

deliver profit gains and cost reductions. Strategic, creative problem

solver with in-depth experience of shipping and inventory operations within

complex environments. Highly motivated leader with strong knowledge in

global platform implementation, setting benchmarks, and executing best

practices to ultimately maintain consumer satisfaction. Insightful

communicator with exceptional interpersonal and time management abilities,

adept at establishing lucrative and strategic relationships that ultimately

generate immediate traffic and sales results.

Key Competencies

Change Management . Project Management . International Business Logistics .

Inventory Management . Facilities Management . Vendor Relations Needs

Assessment . International Client Relations . Market & Cost Analysis .

Presentations . ISO9001:2000, ISO9002:2000 . Strategic Planning &

Management . Customer Service . Training & Development . Team Leadership

Professional Experience

Telmar Network Technology . Plano, TX . 2001 to 2012

Leading provider of products and services offering wireless, wireline,

data, and enterprise solutions.

Global Program Inventory Planning Manager (2011-2012)

Managed 3 direct reports who performed and documented the inventory and

leveling activities. Identified and resolved product and shipping

complications while maintaining strong focus on improving customer service

and customer relationship management. Upheld and managed inventory levels

worldwide including defective products that were shipped to repair

locations. Served as point-of-contact for international customers in APAC,

EMEA, CALA, and the Americas regarding inventory levels, analysis of

process failures, and rapid resolutions.

. Corrected and maintained proper inventory levels, resulting in a 95%

Level of Service to customers worldwide.

. Traveled internationally to Malaysia and Taiwan to develop process

controls which brought APAC region (last in the world) from 60% LOS to

near 100% by implementing significant and strategic procedures and

controls.

. Oversaw the Choice Logistics 3PL relationship and provided leadership in

process improvements when needed.

. Optimized process failures process by standardizing tools, analyzing and

developing action plans to address issues, aligning numbers and

objectives, and increasing effective communication.

Interim Executive Director, Operations (2009-2011)

Strong focus on improving customer service while managing all aspects of

receiving, shipping, and inventory operations, Oversaw 4 direct reports,

105 indirect reports and focused all test, repair, and production lab

activity to meet monthly revenue requirements. Interfaced with fellow

operations departments in Tampa, FL and Toronto, ON regarding

telecommunications equipment repair and testing, developing costing models,

etc. Collaborated with sales department regarding RFQ/RFP pricing on repair

contracts and concurrently analyzing costs and methods to reduce expenses.

Provided leadership to all employees and Plano Operations in process

improvement initiatives with other North American Telmar locations.

Represented Telmar Network Technology with the Plano Economic Development

Board.

. Supported and teamed with sales in Chicago to secure 8 month contract

from competing warehouse, resulting in $1.8MM in new revenue.

Bruce K. Dunn . **********@*******.*** . 972-***-**** Page 2

. Managed all facets of the building physical facility and its support

systems.

. Dramatically enhanced contract bid scenarios to ultimately end in

successful contract negotiations with suppliers.

Senior Operations/Facilities Manager (2007-2009)

Analyzed and evaluated all contracts including landscaping, electrical, and

building maintenance. Supervised all aspects of receiving, shipping,

inventory control, and warehouse operations. Assured the accuracy of the

company inventory by reporting and analyzing operational expenses and

providing cost saving recommendations to the team. Established and

maintained standard operating procedures while evaluating effectiveness of

product flow. Coordinate and lead corporate integration projects.

. Reduced expenses by changing electric service providers and altering

suppliers, retaining $115K+ and closing/consolidating 2 sites.

. Responsible for maintenance of the facility and its equipment, approving

purchases as it related to the budget, and adherence to all Quality

Manual Procedures relating to the Warehouse Operations.

. Conducted annual evaluations and salary recommendations while

concurrently assisting in the new employee orientation process.

Project Manager (2005-2007)

Managed all aspects of operations, staffing, procurement, and

transportation in the design of the 100k sq/ft facility's product flow.

Assisted in the design and development of internal processes involved in

the refurbishment of Cingular owned cabinets and plug-in units. Responsible

for establishing the ESD program and temporary staff training amongst the

team.

. Produced and completed single contract for refurbishing

telecommunications equipment in 18 out of 24 month time frame.

. Facilitated in the design and development of a custom WMS specific to the

project including data collection and reporting.

. Consistently met monthly and weekly quotas.

. Oversaw and directed all facets of the building physical facility and its

support systems.

. Developed positive customer relationships, resulting in increased

customer satisfaction and brand loyalty.

Director, Quality (2002-2005)

Led and directed all quality issues to relevant TNT functional teams.

Assumed leadership role as Director for the Operations team during the

Oracle 11i process design which included functional testing and

implementation. Performed internal quality audits and achieved ISO9001:2000

Internal Auditor and ISO9002:2000 Lead Auditor certifications. Responsible

for maintaining the ISO and TL registrations.

. Gained sufficient knowledge of Oracle 11i, becoming Oracle 11i Inventory

Super User for Telmar Network Technology.

. Achieved and maintained TL9000 registrations for all North American

locations.

. Initiated and implemented incoming product inspection standards resulting

in increased quality metrics.

Manager, Operations & Customer Care (2001-2002)

Maintained supervisory and strategic leadership and direction for the

Dallas, TX and South Bend, IN facilities. Collaborated and coordinated with

other ISO compliant Telmar locations to reduce shipping errors and

associated costs. Delivered customer care to ensure SBC Southwest remained

content with Telmar products and services.

. Developed procurement opportunities for Telmar while building robust

relationships with SBC Ameritech plug-in and warehouse management teams.

. Represented the Operations department during design, test, and

implementation of the Oracle 11i ERP system.

. Traveled and provided training to remote Telmar site staff on the Oracle

11i ERP system.

AT&T . Dallas, TX . 1998 to 2001

Leader in telecommunications services, including cell phones, wireless, U-

verse, digital TV, DSL, etc.

Bruce K. Dunn . **********@*******.*** . 972-***-**** Page 3

Area Manager, Plug In Central Stock

Strategized and directed the Plug-In Central Stock warehouse in Lancaster,

TX, responsible for all aspects of shipping, receiving, stocking, reverse

logistics, return, repair, and salvage of plug-in units. Supervised 5

first level managers with 59 indirect reports. Assumed leadership role in

establishing and certifying 5 Total Quality Management (TQM) teams.

Developed budgets for PICS warehouse operations to minimize capital

expenditures and reduced expenses. Achieved ISO9002 Certification for Plug-

In Central Stock while ensuring the maximum efficiency in purchasing,

warehousing, distribution, and tracking of plug-in assets.

. Responsible for reconciliation and maintenance of $65MM in assets

monthly, $455MM annually, to increase Customer Service Index results.

. Performed TQM assessment and certification for teams throughout the 13

state SBC foot print.

. Continually analyzed PRISM/PICS/Trace & Track processes and initiated

strategic improvements.

Additional Experience

Management/project management at SWBT, SBC, AT&T, etc. Held numerous

achievement and recognition awards.

Proficient in the MS Office suite of applications (Word, Excel, Power

Point, Visio, Outlook).

Willingness to travel up to 75% of the time with short notice both

domestically and internationally.

Education & Professional Licenses, Accreditation, and Memberships

Bachelor of Business Administration, Management - Dallas Baptist University

- Dallas, TX

Outside Plant Engineering Design Certification

ISO 9002 Certification - Plug-In Central Stock

Logistics Certification - California State University Hayward

ISO9001:2000 Internal Auditor, ASQ Management Systems, Inc.

ISO9001:2000 IATCA QMS Lead Auditor, Pillar Management Associates

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