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Manager Customer Service

Location:
Old Hickory, Tennessee, United States
Salary:
65000.00
Posted:
March 27, 2019

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Resume:

Daniel A. Lovett

615-***-**** ac8xak@r.postjobfree.com

*** ***** *****, *** *******, TN 37138

Seasoned professional specializing in the field of Logistics and Operations. Experienced managing production environments, electronic repair and pick and pack logistic operations. Experienced with recruiting and team building and managing teams with very diverse backgrounds. Experience includes:

Project Management

Implementation Planning

Management Team Leadership

Recruiting, Hiring and employee retention

Process Improvement

Lean Manufacturing

Excellent Presentation Skills

Account Management

Process Design and Reengineering

Strong Microsoft Office Skills

Training and Teaching

PROFESSIONAL EXPERIENCE

Outbound Supervisor

Ceva Logistics – February 2018 – February 2019

Responsible for daily outbound shipping for internal production at Ceva Logistics for Dell product on 1st shift and weekend shift

Manage team of 17 forklift operators, 4 clerks and 2 leads

Responsible for staffing on 1st shift and weekend shift; corrective action, coaching and development of all staff for outbound shipping

Responsible for maintaining inventory integrity and tracking of internal damages

Performance Manager/Onsite Manager

Staffmark – July 2016 – February 2018

Production Manager – Responsible for 12-24 production associates in a warehouse environment. Kept track of production metrics and hours for team and provided coaching and development to individuals to help them earn incentive pay.

Responsible for daily operations and reporting of payroll and production to client and Staffmark

Onsite Manager – Responsible for 140-180 production associates – payroll, coaching, counseling, orientation and onboarding for new employees and existing employees.

Attend all Headcount meetings with client and assist with staffing needs as needed

Coach and develop onsite supervisor and help mentor them for future leadership roles

Operations Manager

Insource Performance Solutions – March 2015 – April 2016

Manage two shifts at the OHL (Geodis Logistics) BBX (Birch Box) account in Mt. Juliet TN and the Coca-Cola Account in LaVergne TN

Responsible for day-to-day operations – 140 hourly employees, 2 supervisors and 6 leads at BBX

Responsible for weekly invoicing accuracy for multiple clients and attainment of production goals for BBX by shift

Assist with recruiting, payroll administration, disciplinary action and scheduling

Responsible for maintaining positive client relations for both locations while working with other locations for growth of new business opportunities

Operations Supervisor

Genco (HP) – June 2013 – January 2015

Launched new business for HP client in Mexico – Project Manager for this initiative. Traveled to site for initial launch and oversee project virtually

Responsible for directing the HP Ink and Toner Department

Responsible for the upkeep and routine maintenance of the conveyor system and reporting of any issues

Assisted partner departments to help ensure compliance of daily productivity measures

Coached and administered disciplinary action for employees below departmental productivity goals

Assisted with business planning for the proposed implementation of electronics repair

Responsible for special projects area and repackaging of product for down steam partners

Genco (Dell)

Responsible for Notebook and Tablet lines of business (repair and refurbishment of Dell computers)

Managed 60 teammates and 2 leads

Responsible for daily production and quality for two specific lines of business

Assisted with recruiting and hiring staff (both Internal Genco and through staffing services)

Primary contact for Robert Half staffing service for repair center staffing needs for 1st and 2nd shift

Coached and developed team leads for future bench strength

Operations Supervisor/Manager (Asurion Services Group, Asurion Technical Assistance Center, Repair Center, Quality and Frontline Claims)

Asurion Corporation – Nov 2004 to June 2013

Managed teams of 6 supervisors (on-site and virtual) approximately 75 employees within ASG

Implementation of Lean Production to replace traditional production techniques

Drove departmental productivity levels and established efficiency measures

Lead process improvement initiatives to reduce rework of claims

Analyzed work demand to determine appropriate staffing levels required to meet production standards

Responsible for the operations of multiple clients for Instant Verification, Tier1 and Offline claims processing

Change management owner - lead cross-functional teams for process improvement and employee incentives

Promoted team building and positive morale among supervisors and repair center staff

Responsible for mentor program to train, coach and develop supervisors and pilot the program to determine its value to the organization

Helped create, develop and teach training curriculum for FLIGHT program for potential future leaders within Asurion Supply Chain Management. Acted as a FLIGHT mentor during the inaugural launch of the FLIGHT program

Implemented time keeping efforts and launched KRONOS Time Keeping initiative in ASG at the Nashville site

Implemented Virtual Teams to help with redundancy planning and add flexibility to staffing

Developed and implemented operational policies and procedures to maintain best practices and partnered with training department to implement best practices

Collaborated with HR to ensure policies and procedures were consistently maintained and guidance was given from HR to maintain legal compliance

Created and implemented new policies and procedures to improve record keeping and enforcement of attendance and performance

Collaborated pro-actively and successfully across departmental boundaries

Primary contact responsible for the operations of the T-Mobile queue at Asurion Technical Assistance Center (ATAC)

Primary contact at ATAC for all issues relating to NPS (Net Promoter Scores)

Responsible for PFR program (Purchase for Reimbursement) for clients and designated vendor relations contact

Customer Service Supervisor 1989-1998

Consultant Feb-Nov 2004

Cendant Corporation, Travelport Corporate Solutions, Nashville, TN (1989-1998) (2004)

EDUCATION

Southeastern Academy, Kissimmee, FL

Bachelor of Arts, Hospitality and Travel Administration

PROFESSIONAL DEVELOPMENT & ACTIVITIES

Multiple classes/training including: Microsoft Office Suite (Word, Excel, Access, PowerPoint, Outlook), Microsoft Project, ASQ CQIA Certification, Kronos Time Keeping, eTime Time Keeping, ADP Time Keeping

Numerous continuing education courses in areas such as Management, Training the Trainer, Exceptional Customer Service, Sales Tools & Techniques, Time Management and more.



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