Customer Service Quality

DOUGLAS R WARD

**** ******* ***** 702-***-****

Henderson, NV 89074 *********@***.***

PROFESSIONAL

PROFILE Safety conscious Professional who has an inherent affinity toward Quality and Customer Satisfaction and a driving propensity toward organizational development, efficiency and profitability. Goal oriented leader with over 25 years of operations, production, distribution, customer relations, quality assurance, safety and materials management experience.

CAREER

SUMMARY

Provide training and motivational programs in product/industry information, service and operating procedures, company policies and other specific job duties, thereby generating highly skilled and enthusiastic employees.

Establish and maintain an extensive clientele base, by ensuring all personnel develop an excellent rapport with customers, provide personal attention to their needs, offer continued assistance and assure their satisfaction however possible.

Coordinate daily operations and supervise a team of managers and associates, making adjustments necessary to ensure total quality management, corporate integrity and optimum service while meeting production schedules and contract deadlines: improving the process, reducing costs and elevating customer satisfaction.

Collaborate cohesively with management teams to determine optimal solutions to complex issues and drive high standards throughout the organization. Strong problem resolution skills.

Communicate extremely well with all individuals, from entry-level staff and peers to senior executives and VIP clients, acting as liaison among all persons involved, promptly resolving problems and tactfully defusing sensitive or volatile situations.

PROFESSIONAL

EXPERIENCE Flowers Bakery Co, Henderson, NV (July, 2014-July, 2017) Production: Scaler/Bread Wrap/Sponge Mixer

Ensured ingredients were scaled to specified formula following cGMPs.

Increased Product Integrity, Safety and Quality.

Elevated Product Consistency.

Maximized Production and Productivity.

Ensured products were packaged properly following The FIFO Inventory System.

Trained others.

Sobel Westex, Las Vegas, NV (January, 2008 – September, 2013)

Manager of Quality Assurance/Compliance/Product Development

Created an RFQ Process that streamlined Product Development and improved communication.

Established Specifications for all products that ensured consistency and customer satisfaction resulting in a 32% improvement in quality.

Ensured compliance to all governmental regulations, including U.S. Customs, the Federal Trade Commission, and Sobel Westex Specifications.

Oversaw the activities of three satellite procurement and warehouse operations.

Resolved customer quality issues with any product distributed by the company; created Quality Standards.

Developed the Quality Assurance Department from a Cost Center to a Profit Center; ensured vendor compliance; established and developed vendor performance policies.

Initiated and developed strategic policies and tactical procedures that improved the status quo.

Directed and managed a temporary workforce during periods of extraordinary demand or need.

The Square Yard, Las Vegas, NV (March, 2007- August, 2007)

Warehouse/Supply Chain/Transportation Director

Initiated, implemented, and developed programs and procedures that ensured Product Availability and Timely Deliveries to all destinations, while optimizing Profitability and Customer Satisfaction.

DOUGLAS R. WARD

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Hired, trained, developed, evaluated, and coached staff to consistently achieve departmental goals and company objectives; supported staff to become The Best They Can Be” by providing timely feedback and delivering praise and recognition as it was merited.

Implemented and developed Quality Assurance Processes for Retail Merchandise. Created specifications and tolerance criteria and ensured Vendor Compliance. Improved the Quality of delivered goods by 17%, and developed Vendor Partnership Programs that reduced the Receiving Process by 65%.

Redesigned Product Flow and Material Placement that improved Picking Productivity by 24%, increased Picking Accuracy by 11% and elevated Customer Satisfaction by 27%.

Robert Half International, Las Vegas, NV (August, 2006 to January, 2007)

Production/QA/Warehouse Consultant

Organized and directed all Warehouse, Production, Inventory, Quality Assurance, Receiving/Shipping Operations and managed employee relationships of an ecommerce Retail Distribution Center.

Hired, trained, developed, and evaluated staff. Initiated performance standards that increased productivity by 17% and improved quality by 31%. Ensured the quality of the product, shipped Sales Orders within strict timeliness constraints, and reduced shipping claims by 63%.

Secured a safe working environment and ensured compliance to governmental regulations.

Integrated Administrative and Customer Service functions to ensure organizational growth and Customer Satisfaction. Organized team into a cohesive, goal driven unit.

Minimized costs of 165k SKUs through Packaging and Productivity improvements; and Vendor and Transportation Contract Negotiations.

Elevated Customer Satisfaction Ratings evaluated by independent, third parties.

Kalco Lighting, LLC, Las Vegas, NV (December, 2003 to June, 2006)

Customer Service/Operations Manager

Directed the National Customer Service Department: operated a smooth, efficient, cost effective operation, including labor management, supervision of shipping, production, quality, and inventory control of an 180,000 sq. ft. manufacturing/distribution facility to ensure accurate and timely shipment of orders. Reduced Unit Cost by as much as 68%, improved Product Quality by 17%, and increased Production Productivity by 43%.

Developed appropriate inventory levels, evaluated vendor performance, communicated with vendors to improve the quality of delivered products, expedited purchase orders, and supervised purchasing personnel. Promoted a positive and productive relationship with internal and external business partners.

Catalyst that improved communication between all departments and significantly enhanced product quality, company profitability, and customer satisfaction: provided structure, promoted teamwork, and improved the process. Introduced and implemented innovative ideas concerning management techniques, employee incentive/training programs, product development, inventory/quality/cost control and customer service procedures.

Managed order processing, returns and credits, and closely monitored national accounts.

Used tact, discretion, and diplomacy to resolve complex or escalated customer issues and performed the “impossible” in support of our customers, distributors, and Sales Team.

Championed positive change that improved the status quo: worked collaboratively and cooperatively with all department heads to generate teamwork and to focus on the needs of the organization.

Developed and implemented policies, procedures, work standards, and goals for multiple departments.

Initiated system improvements to retrieve data more quickly and to analyze data more effectively.

Established Quality Criteria, developed quality initiatives, and monitored inspections to ensure compliance.

Saved $1.5 Million annually by reducing monthly credits from 9% of Sales to 1.5% within six months.

Hired, trained, developed, and evaluated staff. Provided cross-training for greater flexibility and job enrichment.

Developed and monitored departmental operating budget of nearly $1 Million.

CitiCards, (Nevada), N.A., Las Vegas, NV (July, 1988 to June 2003)

Senior Unit Manager: Production

Managed the coordination and synchronization of information and materials between four warehouse locations and multiple stakeholders to ensure continuous production.

DOUGLAS R. WARD

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Designed and implemented a JIT Inventory System that reduced FTE requirements by 3.5, saving $76,000 annually, improved the accuracy of monthly reconcilements by 14%, eliminated the need for monthly physical inventories, and reduced obsolescence by 22%.

Established Quality criteria, developed quality initiatives, monitored inspections to ensure compliance.

Managed numerous, quality oriented, high speed, high volume, production departments ranging from 20 to 180 Direct Reports, within a 24x7 environment.

Coordinated workflows between four functional departments, performed monthly reconcilements, monitored operating budgets, developed performance standards, and monitored equipment maintenance.

Purchased and managed over $20 Million worth of inventory to supply Statement Processing, Card Issuance, Payment Processing, and Customer Service departments; directed all shipping/receiving, warehousing, and requisitioning functions.

Sourced suppliers, selected vendors, negotiated contracts, and managed logistics.

Implemented a Bid Program that saved $400,000 on one contract alone: a 30% reduction in cost over the previous year.

Hired, trained, developed, evaluated, and supervised direct reports. Coached and motivated staff to achieve optimum Quality, Productivity, and Customer Service performance levels.

Worked cooperatively with multiple department managers on a consistent basis to ensure the achievement of organizational, operational, and financial objectives.

Provided problem resolution for processing issues, developed action plans to prevent reoccurrence.

Initiated Vendor Partnership Programs that elevated the quality of vendor goods above industry standards.

Prioritized, delegated, and controlled process workflow to maximize business objectives.

Reduced Unit Costs by 24% to 63%, and improved volume forecast by 65% over previous methods.

Honored with Director’s Award for contributions made in a Corporate/FBI Security project.

Reduced processing errors by 89%, saving $10.8 Million annually by instituting a change in procedure.

Created training programs for new hires that elevated initial quality by 74% and increased initial productivity by 34%.

Established capacity plans, managed internal audits, and developed Continuity of Business Plans.

FORMAL

EDUCATION Bachelor of Science Degree in Business Administration from Susquehanna University, Selinsgrove, Pennsylvania. Actively participated in numerous seminars throughout career to maximize professional effectiveness.

SPECIAL

TRAINING Leadership Effectiveness and Development, Facilitating for Results, Managing Multiple Projects, Quality Assurance: TQM, Kaizen, Lean; Haz-Mat, MS Office Suite, OSHA/FDA/EPA/DOT/US Customs Regulations, Advanced First Aid and CPR Instructor, Paramedic License.

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