Manager Customer Service
Resume:
HOWARD KAUFMAN
** ***** ***** ****** ******** NY 10548
******@*****.***
Senior Operations and Logistics Leader with expertise within a Fortune 25 Corporation with a proven track record of developing and implementing complex strategic and operational initiatives, and coordinating and directing activities across large organizations groups to achieve results that support business priorities.
Exemplary leadership skills in operations, safety, service, cost reduction, loss prevention, labor relations and operationally excellent functional roles.
Distinguished track record building strong, productive and positive teams that exhibit high morale; teams up to 5,000 employees strong.
Excellent people and client management, presentation, communication and interpersonal skills.
~ EXPERTISE & INITIATIVES ~
Work Experience
Shleppers moving and Storage- 8/18-present
Operations Manager- Responsible for 100K storage warehouse. All P & L- 100 drivers
Foreman and helpers. $20 million in yearly revenue. Doubled from Last year.
HJK Consulting 2/2016 - 7/2018
•Work with large and small companies on various projects such as automation, last mile delivery, same day delivery, warehouse management, labor relations and various management training programs
Eastern Connection, Newark, NJ 8/2013 - 2/2016
Largest regional transportation and express parcel provider on the east coast covering over 5,000 cities
Regional Director, Operations
·Seamlessly manage the companies warehousing and logistics operations, including P&L responsibility for all 13 facilities covering the entire east coast.
·Immediately analyzed operational and logistics issues and instituted changes that reduced costs by over $40,000 per month and improved service levels from 90% to 99% on-time deliveries with six months time.
·Provide executive level supply chain/logistics management engaging with corporate business leaders as an advisor to develop and implement broad based vision and strategic plans to support long range vision
Operations & Logistics Consultant, Cortlandt Manor, NY 2011 - present
Consultant to Shipping & Distribution Corporations
·Served as an accomplished consultant providing multiple clients with expertise to optimize their logistics and operational processes, minimizing costs and maximizing service, responsiveness and reliability.
·Provide leadership advice and consultant services on how to properly lead operational and/or project teams to improved operational performance with enhanced customer support as the key deliverable and to work more effectively with your trading partners to reduce costs, improve quality and drive cooperative innovation.
·Provide executive advice on how to strategically optimize logistics outsourcing.
·Developed quality standard operating procedures, inventory flow, and service level agreements with key performance indicators, to provide rapid response and responsibilities, as the critical keys to a successful business.
·Assessed and proposed new automation systems to optimize costs and improve customer service.
United Parcel Service (UPS), New York, NY 1987 - 2011
Divisional Operations Manager/Distribution Manager
·Managed $27 million profit and loss annual budget including management responsibility for over 600 employees.
·Maintained world-class service and performance levels while simultaneously reducing cost and improving worker morale.
·Evaluated current management structure and implemented training and staffing changes bringing service levels from 80% to upper 90’s with 7 months.
·Reduced auto and injury expenses by over $2 million from the previous year.
·Exceeded profit and loss goals for the year in excess of $5 million.
HOWARD KAUFMAN
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Quality Improvement Manager (2000 - 2001)
·Managed 5,000 associates improving service levels across several divisions in the New York district focusing specifically on operational excellence (service and quality improvements).
·Improved all service indices in all 25 categories from 80% effectiveness to 98% effectiveness.
·Contributed to an increase in revenue through improvements in on-time delivery across the district resulting in increasing customer base by 20%.
Supply Chain Manager to SPL Subsidiary of UPS (1999-2000) – Outsource Consultant to Compaq Computer Corporation
·Directed cross-functional team of 60 employees in new business subsidiary to provide shipping, receiving and warehousing for Compaq Computer. Evaluated teams expertise and directed appropriate resources to accomplish goals. Evaluated Compaq’s shipping and receiving processes in conjunction with UPS procedures to improve customer service to their customers.
·Implemented and grew this new business managing logistics for small parts from zero to $250,000 in 8 months.
·Oversaw the building and consolidation of warehouses to house Compaq’s parts and increase efficiencies.
·Saved Compaq Computer $40,000 per month in shipping, receiving and warehousing costs. As a result of this success with Compaq, SPL secured new business from IBM, Gateway, and Hewlett Packaged, handling their entire shipping, kitting, billing, receiving and warehousing. SPL is now the fastest growing subsidiary of UPS.
Operations Manager (1998-1999)
·Managed a work force of over 200 employees with an annual operational budget of $18 million. Addressed morale and loss time injury issues and reduced auto accident frequencies by 50% relative to industry standard.
·Reduced auto expenses by $1.25 million and loss time injuries/compensation costs by more than $2 million.
·Improved all service levels to world-class standards.
Loss Prevention Manager (1997-1998)
·Reduced claims paid on packages by over $7 million thus reducing claims expense from $23 million to $16 million annually. Losses were from internal and external theft and damaged packages caused by poorly managed internal processes.
Implementation Manager (1995-1997)
·Installed initial version of hand held computers used by 1,200 drivers to record deliveries. Worked with subsidiaries to develop software for the hand held computers. Managed industrial engineers and technical support staff of 100 people during implementation and rollout.
Operations Manager (1991-1992)
·Managed delivery and pick up services associated with costs for 2,200 regular customers daily utilizing an operational budget of $20 million. Reduced costs by 20% to 35% annually. Became the only operation to be profitable during December and had a gross profit of $50,000 per day over the previous December.
·Addressed morale and loss time injury issues. Reduction in auto accident frequencies well above industry standard. Reduced auto expense by $1.5 million and loss time injury/compensation costs by $2.5 million.
Division Manager (1987-2011)
·Managed several facilities with 300 union and 50 management employees. Brought both facilities from lowest to highest-ranking position within one year. Best Balanced score in the District out of 8 divisions. The balanced measures year to year improvements in safety, cost and service KPI’s.
~ EDUCATION ~
Bachelor of Science in Business Management/Marketing
Mercy College, Dobbs Ferry, NY
Graduated with high honors
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