Customer Service Manager
Resume:
Carl Burlbaw
Managing Projects, People, and Products to Enhance Profit
**** ****** ******* ******, ***** 75248
***********@***.***
Highly Effective Senior Operations Professional with strong analytical, problem-solving, decision-making, and leadership abilities. Proven track record of success reducing expenses and increasing quality, efficiency, productivity, and customer loyalty. Known for core strengths in:
* Warehouse Management
* B2B and B2C Distribution
* Supply Chain Management
* Project Management
* Strategic Planning
* Vendor and Customer Relations
* Logistics
* Sales and Cost Analysis
EXPERIENCE
THREE DESIGNING WOMEN 2012-2013
Operations Consultant
Brought in to analyze operational processes and customer service procedures for light manufacturing/wholesale stamp and stationary company. I submitted my analysis including suggestions to improve order processing, fulfillment, warehousing, distribution, quality control and customer loyalty.
BATH FITTER, Arlington, Texas 2011-2012
Production Manager
Manage inventory, scheduling, installation and customer service for Dallas-Ft. Worth branch of bath remodeling services corporation.
* Oversaw a profit of $40,000 for the second half of 2011 (company produced over $200,000 in losses in the first half of 2011).
* Maintained job completion rate of 95% (company goal of > 90%) and service call rate of 4.5% (company goal of < 5%).
RE-BATH OF DFW, Dallas, Texas 2008-2010
General/Operations Manager
Direct all aspects of a start-up residential remodeling company including sales & marketing, P&L, cost analysis, procurement, logistics, inventory control, production, warehousing and customer service.
* Oversaw an increase in sales from $900,000 in 2008 to $1.5 million in 2009.
* Managed cost and overhead reductions resulting in ~$250,000 profit in 2009.
* Developed and implemented media, print and internet marketing and advertising plan in excess of $400,000 resulting in increased customer traffic.
CHAPAL, INC., Dallas, Texas 2007-2008
Inventory Control Manager
Managed thousands of SKUs for $25,000,000 wholesale jewelry manufacturer. Main responsibilities included overseeing procurement, warehousing, distribution and logistics functions.
* Assisted in the acquisition of large closeout retailer account resulting in a reduction of old inventory by $500,000.
* Directed relocation of corporate office/distribution center achieving a cost savings of $40,000.
VIDEO PRODUCTS DISTRIBUTORS, INC (VPD)., Dallas, Texas 2005-2006
Branch Operations Manager
Oversaw and managed warehouse operations of multi-million dollar video software
distribution company. Supervised distribution of products to 3,000+ customers. Managed warehouse staff of 20+ people. Accountable for control of $2,000,000 revolving inventory.
* Reduced overhead expenses by 40% and increased productivity by 37% in 6-month period.
* Implemented quality assurance process which virtually eliminated mis-shipments to our customers and improved accuracy by 55% over the same 6-month period leading to increased customer confidence and loyalty.
VIDEO BY CYCLING, Dallas, Texas (merged with VPD in 200*-****-****
Vice President of Operations (2001-2005)
Directed day-to-day operations of multi-million dollar entertainment distribution company (video games, gaming systems, DVD, VHS). Supervised warehouse staff, customer service department and managed facilities. Accountable for control of $1,000,000 of inventory.
* Improved efficiency 26% and customer loyalty 17% and reduced labor expenses 12% through design and implementation of Order Processing Program.
* Reduced shipping rates 21% over 2-year period through negotiated package transportation contract.
* Supervised relocation of company from 5,000 sq. foot to 25,000 sq. foot facility.
* Awarded Manager of the Year 2001.
Operations Manager (1997-2001)
Managed warehouse operations, product distribution, logistics and strategic planning during period when sales increased from $3 million to $30 million a year.
* Reduced errors in shipping and receiving by 30% through implementation of QA process.
* Increased efficiencies in workflow and productivity through modifications which resulted in high level of customer loyalty.
* Awarded Manager of the Year 2000.
Video Buyer (1995-1997)
Purchased videos from large national retailers for resale to small to medium video store businesses . Partnered with sales force to manage purchases based on existing inventory levels. Managed annual purchasing budget of $300,000 with potential revenue of $450,000.
* Established positive vendor and customer relations achieving high levels of satisfaction and repeat business.
* Exceeded purchasing goals by 55% by procuring new vendors at a faster rate than expected.
EDUCATION
B. A., Journalism, Texas Tech University, Lubbock, Texas
SKILLS/CERTIFICATIONS
* Six Sigma Green Belt
* ERP software experience (10+ years)
* Warehouse Management Systems experience (10+ years)
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