Customer Service Manager

Frederick J. Haynes, Jr.

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

Hummelstown, PA 17036

Phone: 717-***-****

************@*******.***

Objective: Seek a challenging position in Purchasing or Warehousing with potential for professional and personal growth, while utilizing my vast experience.

Summary: Throughout my professional career, I have worked in many functions of Distribution; and the

Gaming and Hospitality industries.

Education: Indiana University of Pennsylvania, Indiana, PA

Bachelor of Arts Degree (BA) in Psychology with Business Concentration

Professional Experience:

(2013 - Present) Hershey Entertainment & Resorts Co., Hershey, PA

Procurement Specialist / Buyer

•Strategically research and analyze spend across all divisions of a large hospitality company with an annual revenue of $339 million to identify cost savings opportunities, while supporting the Milton Hershey School with annual dividends of up to $14.4 million.

•Collaborate with department heads and stakeholders to conduct RFP’s and RFQ’s. Seek out, evaluate and pre-qualify existing and new suppliers. Prepare documentation and bid lists, and send out. Analyze and evaluate bid responses to make recommendations to decision makers.

•Formulate, negotiate, and finalize contract agreements in conjunction with the awarded supplier and HE&R legal department.

•Work with stakeholders to overcome obstacles, drive change and sustain compliance of procurement policies and guidelines; while keeping company objectives in mind.

•Facilitate and assist the users of Puridiom, our purchase to pay (P2P) eProcurement system. Ensure adherence to necessary Sarbanes-Oxley requirements. Support and tout our preferred Avendra suppliers. Avendra is a large buying group for the hospitality industry.

•Source goods and services, obtain competitive pricing and place PO’s via Puridiom. Expedite deliveries.

•Track projects and savings.

•Proficient with Microsoft Office applications.

•Maintain leadership role with our Milton Hershey School Project Fellowship Group.

•Participate as a member of our building Safety Committee, and as a Floor Marshall.

(2012) Maines Paper & Food Service, Inc., Conklin, NY

Product Line Manager - Paper & Plastic Disposables

•Purchased paper and plastic disposables and packaging for large independent food service distributor with annual revenue of almost $3 billion; servicing breadline accounts and performing systems distribution for many national accounts.

•Maintained customer service level of over 99% fill-rate.

•Responsible for maintaining $5 million inventory including procurement, product sourcing, pricing maintenance, and continual asset management. Negotiated with vendors to enhance sheltered income programs, marketing programs and freight/backhaul allowances.

•Utilized newly instituted SAP modules, other AS400 ordering applications; and Microsoft Office programs proficiently.

•Supervised the performance and directed the tasks of one Purchasing Analyst.

•Communicated with sales, marketing, accounting, warehousing and transportation.

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(2009 - 2011) Hollywood Casino at Penn National Race Course, Grantville, PA

Purchasing Supervisor

•Managed the Purchasing Department of a racetrack / casino with 1400 employees.

•Supervised three Purchasing Agents and one Purchasing Coordinator. Directly responsible for their actions and job performance in procuring goods and services while complying with all company policies and procedures.

•Created, monitored and adhered to annual department budget.

•Procured goods and services for all departments – food & beverage, table games, slot operations, facilities and track maintenance, housekeeping, finance, marketing, human resources and horse racing.

•Administered, negotiated and approved bids and contracts.

•Adhered to Sarbanes Oxley (SOX) and Pennsylvania Gaming Control Board (PGCB) requirements and regulations.

•Utilized Stratton and Warren Materials Management System (MMS), residing on IBM AS400.

•Proficient in Microsoft Office applications.

•Played a key role in the implementation of our table games operation in 2010. Acted as liaison between Hollywood Casino department heads, Penn National Gaming corporate offices and the vendors to ensure best pricing and delivery.

•Reduced food costs for F&B department by 30% over two years.

(2007 - 2009) Hollywood Casino at Penn National Race Course, Grantville, PA

Warehouse Manager

•Responsible for total operation of casino warehouse including receiving, inventory control and internal product disbursement; and for mail-room operations.

•Supported all departments - food and beverage, slot operations, facilities and track maintenance, housekeeping, finance, marketing, human resources and racing.

•Hired and managed Warehouse Clerks & Associates ensuring that they complied with all company policies and procedures. Directly responsible for their performance.

•Oversaw the conversion of public off-track waging facility into 100,000 square foot warehouse. Collaborated with our corporate Construction Superintendent, architects and building contractors. Designed racking layout.

•Instrumental in the implementation of our Stratton & Warren Materials Management System (MMS), residing on an IBM AS400.

•Worked on special projects for the Assistant General Manager (AGM) prior to opening.

(2003 - 2007) Dunkin' Donuts Mid-Atlantic Distribution Center, Westampton, NJ

Purchasing Agent / Buyer

•Procured food products, food ingredients, packaging, paper & plastic disposable products, and janitorial supplies for 2400 franchisee-owned Dunkin' Donuts and Baskin Robbins shops in the Mid-Atlantic region.

•Controlled JIT inventory levels in a cross-dock environment.

•Maintained a 99.8% fill rate.

•Participated in the bid process for both national and regional vendor contracts. Administered requests for bids, analyzed response data, and provided input during the decision making process.

•Negotiated vendor pricing. Reconciled vendor invoices before payment.

•Sourced items and sought out new vendors, striving to consolidate product lines.

•Utilized IBMAS400 to generate and place purchase orders with vendors, maintain pricing files, and schedule deliveries.

•Communicated heavily with warehousing, transportation, customer service and marketing departments.

•Trained Junior Buyers.

(1996 - 2003) Bunzl Distribution USA, Monmouth Junction, NJ

Purchasing Agent / Buyer

•Personally maintained $1.2 million inventory for a large distributor of paper and plastic disposables, and foodservice, supermarket, packaging and janitorial supplies. Controlled both inventory turns and overstock.

•Maintained 99.5% fill-rate on customer orders.

•Negotiated vendor pricing, promotional programs and incentives, and special pricing for bids and contracts.

•Sourced items and sought new suppliers, while always preserving preferred vendor emphasis; consolidated product lines.

•Utilized IBM AS400 purchasing system to generate and place purchase orders with vendors, maintain pricing files, and schedule deliveries.

•Communicated heavily with sales, warehousing and customer service departments.

•Reconciled vendor invoices before payment.

•Interfaced with other purchasing personnel in the Northeast Region.

(1994 -1996) Bunzl Distribution USA, Monmouth Junction, NJ

Warehouse Supervisor

•Worked with management team responsible for the total operation of 180,000 square foot distribution center, employing 95 Teamster warehousemen and drivers.

•Directly responsible for actions and performance of personnel, monitored productivity, and handled disciplinary problems when necessary.

•Planned nightly workload and delegated work assignments. Coordinated cross dock operation. Supervised stock selecting; and the loading of company trucks, common carrier and UPS shipments.

•Utilized IBM AS400 inventory control and stock locating system to identify and process receivables and returns; made appropriate adjustments to 5,400 item inventory.

•Checked and verified shipping orders prior to shipping.

(1990 -1993) The Hibbert Group - Service Center, Trenton, NJ

Warehouse Supervisor

•Coordinated the design, layout and assembly of warehouse storage rack system.

•Implemented computerized stock locating system; this included the training of all Service Center employees to efficiently use and maintain the new system.

•Oversaw the conversion of a manual receiving system to a paperless online system at the Service Center.

•Responsible for all aspects of warehousing, shipping and receiving.

•Supervised seven employees.

•Negotiated shipping charges with trucking companies and airfreight carriers; arranged pick-ups and deliveries.

(1988 -1989) Shared Medical Systems, Inc., Malvern, PA

Customer Support Representative

•Supported client and field personnel on several types of hospital information systems, including mainframes and PC Networks.

•Analyzed and approved payment of vendor service invoices.

•Troubleshooter for hardware and software problems; escalated system outage issues to the appropriate corporate, field or vendor manager.

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