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Manager Customer Service

Cordova, Tennessee, United States
January 21, 2019

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**** ****** ****** ***** *******, TN 38016 901-***-**** / 901-***-****


Offering 20+ years of management experience in distribution and logistics.

Highly effective management skills, noted for creating beneficial and productive employee/management relations.

Readily accepts challenges. Goal-oriented. Meets or exceeds all business objectives.

Effective problem-solver. Strong decision making skills.

Willingness to meet flexible and demanding work schedule. Ability to meet deadlines, work under pressure and coordinate multiple projects.

Proven track record of advancement.


Family Dollar Distribution

DC Area Manager, May 2014-Present

Ensure that work area is appropriately staffed for assigned shift and that production, quality and safety standards are maintained.

Provide orientation, coaching and training to assigned personnel on department processes and systems. Provide corrective actions as appropriate.

Create team environment through motivation and positive feedback of associates and through active communication.

Communicate effectively across departments within DC to achieve daily operational goals.

Ensure housekeeping standards are met on a daily basis.

Conduct physical inspections of assigned work area/equipment. Prepare work orders for repairs and requisitions for replacement of equipment.

Provide data input as needed for required reporting.

Sears Holdings Corporation, Memphis, TN

DC Department Manager, July 2012- May 2014

Establishes and monitors the daily production schedules, priorities and ensures priorities are adhered to and that resources are utilized properly to control cost. Hires, orients, and trains, new associates. Carries out disciplinary actions or recommends termination of employment as appropriate. Supervises daily activities of staff and is held accountable for their performance. Allocates work, monitors productivity, and procures resources to facilitate staff performance, ensuring high standards of quality, accuracy, housekeeping, merchandise damage minimization and safety

DC Department Supervisor, April 2010- July 2012

Primary responsibilities are to monitor the daily production schedule and ensure that resources are used to meet schedule deadlines and control cost. Additional duties are to train, evaluate and develop associates to meet productivity and quality requirements. Allocates work, monitors productivity and ensures standards for safety, housekeeping, quality and keeping damages at a minimum. Promoted to DC Department Manager

Technicolor Home Entertainment Services, Memphis, TN

Pick Module Supervisor, November 2009- April 2010

Responsibilities include prioritizing workload in the Pick Module area based on scheduled delivery dates. Effectively monitors resources and makes staff adjustments as needed. Assesses the skills of team members and audits their work practices. Facilitates employee coaching as warranted, to meet performance standards. Compiles and inputs all data required for completion of daily Production, Statistics, and Error Reports. Apprises Manager of any operational issues in a timely manner and provides continual feedback on resolution.

Schering-Plough Healthcare Products, Memphis, TN

Distribution Superintendent, November 2002- August 2009

Directed all receiving, order fulfillment, and shipping functions of employees on the night shift. Effectively managed two supervisors and up to forty warehouse associates. Accurately planned customer waves and operated the sorting system to ensure that customer orders were delivered in a quality and timely manner. Utilized MMCM and Red Prairie Warehouse Management Systems to accurately track inventory in the distribution center.

Distribution Supervisor, Schering-Plough Health Care

Duties included assigning warehouse order selectors to specified picking areas to achieve maximum productivity in processing customer orders. Held shift meetings to stress company goals in the areas of safety, productivity, and order accuracy. Audited orders to track the accuracy of shipments leaving the warehouse. Promoted to Distribution Superintendent October 2007.

Communications Test Design Inc., Memphis, TN

Supervisor, Returns Department, November 2001 – November 2002

Responsible for the timely and accurate receipt of customer returns. Assures that the quality upgrade of wireless software applications were done correctly. Monitors the testing of products to guarantee preset standards are met. Compiled weekly labor and production reports. Organizes and conducts weekly update sessions with associates to relay all policy and procedural changes. Effectively orientated, trained and evaluated employees. Carried out all personnel related issues.

Barnes &, Memphis, TN

Operations Manager, February 2000 – August 2001

Effectively managed overall operation of all functions related to picking, packing and shipping of customer orders. Assigned to monitor three supervisors and up to forty warehouse associates. Assisted in providing prompt, accurate and efficient customer service. Compiled and prepared monthly productivity reports. Facilitated team development and conflict resolution when needed. Conducted weekly update sessions to assure that departmental objectives and production goals were obtained.

Barnes & - Supervisor, Order Filling Department,

Efficiently built order fulfillment waves and assigned employees to specified areas to ensure prompt and accurate completion. Made all necessary inventory adjustments to obtain maximum inventory accuracy. Coached and trained new employees. Utilized Exceed Warehouse Management System. Promoted to Operations Manager. Sept. 2000

Wells Lamont, Memphis, TN

Supervisor, Special Handling Department, May 1998 – February 2000

Assured the accuracy and timely handling of all special need customer accounts. Assigned and distributed work orders to lead personnel based on scheduled ship dates, calculated weekly payroll of entire department. Conducted weekly staff meetings to discuss safety and quality customer service issues. Monitored completed work orders to ensure that all special specifications of each particular account were accurately achieved. Utilized J.D. Edwards and Wilson-Volker software packages for inventory control.

Orgill Brothers, Memphis, TN

Supervisor, Fullcase and Sorting Department, September 1993 – May 1998

Coordinated and supervised all activities related to assigned accounts, staffing, safety and employee relations. Assigned, distributed and prioritized daily workload. Analyzed completed work assignments for billing errors. Investigated customer claims. Audited inventory accuracy.

Calculated weekly payroll and ensured that outgoing merchandise was properly sorted for delivery to customers.

Orgill Brothers - Order Filler, June 1990 – September 1993

Responsible for accurately completing customer orders and maintaining set quality and production levels. Promoted to Supervisor.


Hamilton High School, Memphis, TN

Graduated June 1980


Supervisor of the Month Award, May 1997

Supervisor with the Most Spirit Award, 1994

Employee of the Year Award, 1992

Outstanding Management Performance Award (Order Filler), 1992

Best Quality Order Filler Award, 1992

Employee of the Month, April 1991

Perfect Attendance Award, January – June 1991

Proficiency Awards – Attendance, Order Filling, 1991


Proficient in use of computerized spreadsheets and databases i.e. Microsoft Access, Word, Excel, and Outlook .Experienced with RF picking, pick to light and WMS.

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