Quality Assurance Customer Service

Jeffrey Nicosia

TH

*** * ******, ************, ** 12078

Mobile: 518-***-**** Email: ********@*******.***

OPERATIONS MANAGER with experience managing cross-functional teams while providing

exceptional customer service in a performance based, deadline driven and attention to detail environment.

SKILLS AND EXPERIENCE

Operations Development – Experience improving business performance by analyzing processes and

procedures, and implementing changes that promote organization efficiency and improvements.

Demonstrates leadership and builds relationships based on strong communication. Experience

collaborating and maintaining third party relationships in accordance to contract guidelines.

Employee Management - Six years of experience managing teams of up to 40, exempt and non-exempt,

employees. Experience with hiring, performance evaluations, development, coaching, corrective action and

termination. Responsibilities include performance management based on Safety, Reliability, Teamwork, Job

Knowledge, Productivity and Quality. Also trained and managed new exempt employees through

operational and cultural transition to ensure success and reduce attrition rates by 5% for the position.

Quality Assurance- Experience in root cause analysis; developing and maintaining Quality Reporting

Structure to improve building wide performance and customer satisfaction. Developed a Correction of

Errors process which included a 15% improvement in overall quality metrics.

Capacity Management- Experience managing warehouse capacity to streamline operational efficiency in

a two million square foot building. This includes creating a capacity plan, developing knowledge among

peers and employees, managing various reports and systems, and collaboration with head quarters

personnel.

Planning, Staffing and Budget Analysis- Developed building wide operational plans to manage building

efficiency and maintain strong level of service by utilizing WMS software. Managed performance metrics to

meet budget expectations by monitoring reports and raising awareness of potential pitfalls. Partnered

closely with senior leadership team for long term staffing decisions to limit overtime usage.

Communication- Strong written and verbal communication skills to articulate clear direction and

strategies.

PROFESSIONAL WORK EXPERIENCE

Jeffrey Nicosia

TH

168 5 Avenue, Gloversville, NY 12078

Mobile: 518-***-**** Email: ********@*******.***

Operations Manager, Capstone Logistics, LLC

Nov 2012 – Present

Leads a third party logistics team of three supervisors and forty associates through daily activities of supply

chain management. Manage human resource (hiring and termination), information technology (software

and hardware management) and operations management functions. I am responsible for a one million

dollar annual budget with focus on expense management and contribution margin. Experience re-building

and maintaining strong relationships with customers to ensure all key performance indicators are met. This

includes safety incidents/accidents, quality and productivity measurements,

Group Leader, Target Distribution Center

Oct 2007 – Oct 2012

Managed a team of forty non-exempt employees through daily activities of supply chain management.

Monitored order filling processes in accordance to standard operating procedures. Trained new exempt

employees on daily job activities and mentored through cultural dynamics. Managed building wide initiative

to improve capacity constraints during high volume season. The building was considered one of the top five

most space constrained buildings out of a possible twenty-six Distribution Centers in the network.

Collaborated with HQ on a building wide re-rack initiative to meet future demands of 60 million cartons a

year.

Quality Assurance/Data Processing Supervisor, Exel Inc.

June 2006- Oct 2007

Managed a team of twenty-six associates though daily Quality Assurance procedures. Developed weekly

audit schedules to meet weekly goals. Created and maintained a Quality Reporting Structure to support

operations team and manage quality performance. Developed and Implemented Correction of Errors

process designed to root cause opportunities within processes and measure successful improvement in

performance metrics. Assisted the management team in developing strategies to achieve monthly sales

goals.

EDUCATION

Masters of Business Administration, The College of Saint Rose (December 2011)

Delta Mu Delta International Honor Society in Business (3.85 GPA)

Bachelors of Science in Management, The College of Saint Rose (May 2006)

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