Customer Service Special Education

EDUCATION

Johns Hopkins Carey Business School – Baltimore, Maryland May 2018

Master of Business Administration, Leadership in Organizations

Kent State University College of Education, Health, and Human Services – Kent, Ohio May 2013

Master of Leadership

Kent State University College of Education, Health, and Human Services – Kent, Ohio May 2009

Bachelor of Science, Special Education

PROFESSIONAL EXPERIENCE

McMaster-Carr Industrial Supply Company - Aurora, Ohio Nov 2017-Present

Operations Manager

Developed an annual budget and maintained ongoing analytics for a $12B a year industrial supplies distributor

Coordinated a logistics initiative to reduce over $1 Million in costs during fourth quarter of 2017

Collaborated with regional and corporate senior leadership to create standardized best practices; rolled out to 150 person sales team across regions

Performed operations analysis for capital projects for a consolidated freight facility with a budget over $50MM; identified sites and support projects for targeting expansion of warehouse space

McMaster-Carr Industrial Supply Company - Aurora, Ohio Aug 2017-Nov 2017

Customer Service Manager

Managed three departments of 75 individuals in a cross-functional collaborative setting in customer service for phone, text and data entry departments.

Implemented best customer service practices across three contact centers to provide a customer-centric management philosophy that answers 98% of calls within two rings, and resolves 90% challenges on the first touch

Supervised process improvement projects to improve efficiency by reducing a need for over 10 full time equivalent positions while continuing to meet or exceed productivity metrics

Analyzed and reported over 10,000 accounts and customers’ buying patterns, by mining master data by being proficiency in SQ2, R, and Tableau

McMaster-Carr Industrial Supply Company - Aurora, Ohio Jun 2014-Aug 2017

Project Manager

Trained staff in product search inquiries and systems management for a department of 70

Analyzed customer shipping preference data and coded over 1,400 accounts who gross over $100 Million of business annually

Managed weekly inventory audit of over 550,000 products with a rotating crew of 30 individuals

Wrote and published daily order estimates and determine staffing levels in contact centers and warehouse

Youngstown City Schools - Youngstown, Ohio May 2013-Jun 2014

Director of Special Education

Developed and implemented a $4 million special education budget annually

Built special education programming for over 500 special education students

Evaluated over 50 teachers and other district staff biannually by means of classroom observation and data tracking to ensure professional development

Massillon City Schools - Massillon, Ohio May 2011-May 2013

Intervention Specialist – Teacher Leader

Jackson Local Schools - Massillon, Ohio May 2009-May 2011

Intervention Specialist

OTHER EXPERIENCE

Rootstown Local Schools – Facilities and Finance Committee Jan 2017-Present

Massillon City Schools – Assistant football, wrestling and track coach May 2011-May 2013

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