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Manager Customer Service

Rancho Cucamonga, California, United States
August 28, 2018

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Rancho Cucamonga, CA 91730



A highly detailed oriented Management Professional possessing extensive experience in management, WMS implementation/operation, warehouse operations, and personnel management. A skillful motivator who has trained/cross trained multiple crews to rank #1 within their distribution/office networks. An innovative and creative thinker who has helped develop, implement, train and run multiple WMS systems. Action orientated leader who believes in meeting challenges ahead by delivering outstanding customer service and predictable results.


NFI - National Distribution – Ontario, CA 4/15 to present

General Manager

Manage the inbound/outbound distribution and production of finished dry foods in a 400,000 sq. ft. DC. Managing for P&L, Budget, personnel staffing, HR, Payroll, safety, and production goals. Achieving overall performance, shipping and receiving accuracy, Productivity reports, KPI’s and efficient/profitable. Benchmark and share best practices with other DC's. Responsible for 85 to 130 associates.

Conducts analysis of workload as compared to manpower and equipment.

Implemented 100% cross-functional training to diversify the workforce.

Oversee the distribution center cycle counting program and full physical inventory activities. Inventory accuracy for all accounts held at 99.999%

Ensured all customer shipping requirements were met, with an emphasis on product labeling and ASN compliant.

Developed employees through hands-on-training to increase productivity while improving morale and team unity.

Resolved all issues utilizing root-cause analysis to determine corrective action and retraining of employees.

Annual Budget preparation

Manage P&L responsibilities for facility.

Established Reporting guidelines for my Ops Manager and Supervisors to follow for department KPI’s, productivity and profitability.

Controlled percentage of labor to respective departments to achieve 100% productivity and balanced work flow.

Executed safety first program and FDA sanitation schedules that ensure the facilities compliance with corporate, OSHA, FDA, AIB or ASI standards.

Assure the daily pre-shift meetings cover previous day’s productivity numbers, operational issues, Safety First, forecasted workload and any other need to know information.

NFI - National Distribution – Ontario, C 8/04 -12/10 & 11/11- 4/14

Office / Operations Manager

Brought back to my original position to turn around dysfunctional business unit and repair customer relations. Developed written procedures for all DC functions and maintained all employee records. Managed all data entry and processing for the facility in support of 3 large customers. Managed and maintained P&Ls, purchasing of supplies, end of month billing, invoicing and collections, Lead a staff of 9 in the front office and 8 in the back office.

Key player in the introduction of new WMS/RF system to the facility in Harrisburg PA. Identified, trouble shot and resolved problems with the system that kept customer service levels above 98%+

Developed cross training for the office staff that was recognized in the annual facility inspection and duplicated throughout the western region.

Developed reporting system to the customers that was praised for timeliness and depth of the information provided.

Developed and lead CSR hit teams that could be called out to help in other buildings on a moment’s notice. Traveled to Harrisburg PA to do a Startup and train Office Manager and CSR’s and support Operations until they were able to run on their own.

IDS – Li & Fung – Chino, CA 1/11 to 11/11

Operation Support Manager

Hired to be the backup support to the Senior General Manager and Manage 6 Operations Supervisors to insure all orders are processed and ready to ship as scheduled as well as to turn around dysfunctional office staff and repair customer relations. Developed written procedures for office staff and maintained all employee records. Managed all data entry and processing for the facility in support of 5 large customers. Managed and maintained P&Ls, purchasing of supplies, end of month billing, invoicing and collections, Lead a staff of 12 in the front office and 8 in the back office.

AFG INSULATING – Riverside, CA 11/01 to 1/04

Business Manager

Hired into position to start up a new facility from the ground up, insure the construction of the building and offices were on schedule and deadlines met to insure our move in date kept on schedule. Responsible for the office finals for tiles, flooring & designing the office space as well as purchasing all office furniture and equipment.

Responsible for hiring all employees for 2 shifts, as well as Supervisors

Managed all HR responsibilities, payroll, benefits & employee incentive programs.

Developing & Documenting all procedures as well as all safety training and OSHA compliant:

Responsible Monthly warehouse inventories, Daily production and sales reporting to Corporate

Responsible for P & L & Budget, Invoicing and Monthly Collections:

Managing Customer Service, Inside sales and Order Entry:

Managing purchasing & IT department

Negotiating bill rates with the Temporary services & hiring all Temporary employees:

GARDEN BOTANIKA - Ontario, CA 11/93 to 5/01

Administration Manager, Production Manager & Ops Manager:

Hired in as Administration Manager with all responsibilities of managing the front office, HR, Payroll, Record Keeping, Benefits, Data Entry and Order processing within 2 years was Instrumental in Starting up Catalog Fulfillment in it’s own facility and Managing it as well as Managing Administration for our supply chain facility. By the 4th year I was given the Production Manager position along with the Administration and Catalog Positions. In 2000 I took over as Ops Manager.

Managed all Administration, Customer service, payroll, Human Resource, Inventory Control & Production department:

Managed start up of Catalog fulfillment

Key in growing the business from 25 stores to 350 stores nation wide

STS WSMS system specialist and trainer, Implementation of the New WMS system

Managed facility & labor with 100 to 250 employees

Created departmental procedures and handled employee orientations:

Managed gift production, obtained vendor quotes & outside production bids, also setting production schedules and responsible for meeting Holiday deadlines:

Purchased & Coordinated production schedules for all components, labeling and fill schedules to complete gifts and meet in store deadlines:

Set up and designed new offices, break room and, Distribution center as well as coordinate move to new facility and combine 2 DC’s

Maintained ISO 9000 certified environment

OSHA & Workers Compensations:

Negotiated bill rates with temporary services:

PO management, Financial statements also Created & Managed Budgets

Managed the close of all stores, DC and selling of the company assets and the sell of the Catalog Fulfillment segment of the company, destruction of all files and Final management file storage for 7 yrs then insured their destruction.


MS Word, Excel, Power Point, AS400, Dos, Visio, STS WMS, Accuplus WMS, Prism WMS, Foursite WMS, Exceed WMS, email, Internet


Management and Leadership Skills

Motivating Employees

Drug and Alcohol Abuse

CA Human Resource Laws

Fire Prevention

Worker’s Compensation

Symbol R.F. (Radio Frequency) WMS Inventory System

S.T.S. Merchandising and Inventory System ~ Momentis


Performance Management

References and additional information available upon request.

Contact this candidate