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Customer Service Sales

San Mateo, California, United States
April 24, 2019

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Mark Stoye

**** ***** ***

Redwood City, CA *****

Mobile: 650-***-****

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Accomplished Operations and Logistics executive with over 25 years experience in diverse ecommerce, retail distribution and customer service environments.

Extensive background in all elements of Distribution/Fulfillment Center operations including, receiving/processing, pick pack, transportation, inventory control, facilities management, cross functional project leadership, quality assurance, P&L responsibility, cost reduction, and team building.

Wide ranging experience in flex staffing to meet sales volume within a 24/7 fulfillment center, customer service/call center and store operations.

Managed and led distributed teams in strategic business planning and implementation, process restructuring, safety and compliance, technology integration, facility relocation and design.

Strong leadership skills to develop cross-functional teams that are customer focused and consistently aware of the bottom line. Able to build strong lines of communication and cooperation between Operations, Engineering, Customer Service and Sales departments.

Proactive, creative and technically savvy with warehouse/inventory control software integration, and cloud computing experience.

Knowledgeable in cross border fulfillment and global supply chain challenges.

A skilled leader, communicator and team player with the experience and interpersonal skills necessary to build and lead diverse teams toward the attainment of quality and success in a rapidly scaling environment.


2/2012 to7/2018 TOBI.COM, South San Francisco, CA is an online fashion company presenting up to the minute styles at amazing prices with $90 million in annual sales. has introduced an international clientele to a revolutionary habitual sales cycle geared toward the desire of internet and mobile shoppers to be presented with fresh new affordable fashion on a daily basis.

Director of Ecommerce Fulfillment Operations

Responsible for international and domestic receiving, inventory control, pick/pack, shipping, returns, security and facilities management of fulfillment center operating 24/7 with 400 employees.

Coordinate receipt and processing of international and domestic container and air freight from multiple resources.

Processing over 1 million orders annually, 2.4 million units with a .8% error rate.

Improved pick/pack productivity 12% through re-engineering of flow through and improved training and tracking functions.

Identified resource and converted shipping to USPS cubic Priority Plus program with 30% annual savings.

Reduced outbound shipping payroll cost by 8% through redesign of picking procedures.

Scaled growth of facility from 7 to 150 employees in 6 months meeting and exceeding all delivery goals.

Oversaw implementation and training for updated cloud-based warehouse management system.

4/2010 to 2/2012 MIXED BAG DESIGNS, Burlingame, CA

Mixed Bag Designs is an ecommerce retailer, wholesaler and school fundraiser in the green sector with $10 million in annual sales. Designing, manufacturing and distributing reusable shopping and travel bags along with laptop and phone covers all made with recycled material.

Operations Manager

Responsible for national distribution, customer service, and facilities while supervising 32 employees and supporting sales force of 40 independent sales contractors. Coordinate container and air shipments receipts from 7 factories in China.

Implemented wide ranging improvements in all aspects of corporate culture while experiencing 30% growth in annual sales.

Planned and supervised build out of new distribution facility and corporate offices. Designed warehouse layout and production area for receiving and shipping 2 million units annually.

Negotiated 15% discount in rates and consolidated air, and ocean carriers for imports from China and LTL carriers for outbound shipping.

Implemented new warehouse management systems and migration of email service to cloud computing provider.

3/02 to 5/08 GLOBAL INDUSTRIES, Fremont, CA

Global Industries is one of the largest office furniture manufacturers within North America with over 30 Distribution Centers and Showrooms nationwide.

Regional Distribution Center Manager

Managed regional distribution center with 5,000+ SKUs. Led team responsible for all sales, order entry, customer service, AR/AP, credit analysis and collection functions for the region.

Directed and led an internal effort to reverse stagnant sales. Introduced "customer first," a sales and sales support incentive initiative that increased revenue 44% over a 3 year period.

Responsible for weekly truckload purchasing of all basic stock from Canada for “just-in-time" inventory control program.

Responsible for purchasing and inventory control of ocean container shipments from China for "just-in-time" inventory program.

Led program to reduce delivery and transportation costs by 18% through negotiations with LTL and TL carriers.

Led and executed 20% reduction in freight claims through identifying corrective actions, retraining, materials analysis, and negotiations with carriers.

Planned and executed movement of Distribution Center into new facility without disrupting delivery requirements.

Optimized warehouse operations through new facility design and improved material workflow.

11/98 to 9/01 OP CONTRACT, San Leandro, CA

Office furniture contract dealer responsible for multi-million-dollar projects such as San Francisco City Hall.

Director of Distribution

Managed team responsible for $60M annually in office furniture receipt, storage, delivery and installation.

Coordinated logistics, inspection, customer service and delivery for all inventory items and projects.

Designed and supervised construction of new facility for asset management inventory.

Supervised asset inventory for 22 clients representing $5M in inventory.

Developed monthly and annual reports of account activity and billing.

3/98 to 11/98 ALDEN LEE COMPANY, Menlo Park, CA

The Alden Lee Company is an Ecommerce manufacturer and retailer specializing in music room furniture.

Independent Consultant and Contractor

Contracted to assist ecommerce startup to design warehouse and implement IT systems for inventory control and product delivery.

9/95 to 10/98 RED ROSE COLLECTION, Burlingame, CA

Mail Order Catalog and Ecommerce Retailer

Operations Manager

Managed small package fulfillment facility producing 1 million units annually.

Supervised 40+ person 24/7 call center operation.

Corporate Secretary responsible for compliance with all state and federal corporate relationships. Liaison with SEC and state banking commissioners.

10/94 to 9/95 HOME EXPRESS, Hayward, CA

Home Furnishings retailer operated 30 stores throughout the western United States.

Distribution Center Operations Manager

Managed all Distribution Center functions including transportation logistics, inventory processing, ticketing, distribution and shipping for swing shift.

Operation serviced 30 west coast retail stores and processed approximately 10,000 cartons nightly.

3/94 to 10/94 DIMAC DIRECT, Hayward, CA

Direct response advertising agency regional Marketing Material printing and bulk mail facility.

Material Control Manager

Designed and supervised the construction of a new warehouse facility.

Planned and implemented move to new facility with zero impact to production schedule.

Managed operations for inventory control of preprinted and raw paper stock for the printing plant.

8/83 to 10/94 R.H. MACY’S DEPARTMENT STORE, San Francisco/Palo Alto/Hayward, CA Subsidiary of Federated Department Stores, Inc., which operates 187 stores, located in 21 states.

Nine years of progressive responsibility in the logistics division. Most recent two titles:

Sr. Executive, Operations

Liaison 3PL Relations, HDC


M.A., Graduate Theological Union, Berkeley, CA

B.A., Moravian College, Bethlehem, PA

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