Manager Customer Service

Accomplishments

DEDICATED PROFESSIONAL WHOSE CAREER SHOWS ADVANCEMENT BASED ON SUPERIOR JOB

PERFORMANCE.

Manage up to 300 employees, including full- / part-time supervisors and

hourly employees.

Initiate / respond to requests for consultations about service, shipping,

and scheduling.

Raised service level from 52% to 99.96% effective within a half-year

period.

Zero lost time due to injuries in 2006 and 2007.

Processed the most volume ever in a facility in one day during Peak Season.

Train drivers and new hires in all aspects of delivery and production, and

evaluate job performance.

Mentor staff for career development.

25 Kaizens that produced $1.2 million in savings.

Excellent communication skills in customer service, presentations, one-on-

one, training, and interaction with all organizational levels.

Efficient computer skills-standard software applications and industry-

specific software.

Professional Experience

EXEL LOGISTICS 2012 - PRESENT

Operations Manager

. Over 20 Million Dollars of product distributed weekly to 110

stores.

. Ensure SOP compliance for our 3PL customer.

. Implement and provide cost savings improvements through Kaizens and

Lean concepts that created an additional 1 million savings in first

2 months.

. Restructured Quality Assurance department to reduce loss and

improve dock to store tirne for product.

. Shipped more cartons in 1 week than any other Home Depot facility.

Amazon.com, Allentown, PA

2007 -

2012

Outbound Operations Manager, ABE3, 2011 - Present

. Oversee planning and scheduling of workforce to ensure customer

experience is met.

. Manage 7 day work week staffing plan.

. Ensure R&O is met or exceeded weekly.

. Exceeded 100% to plan for 2012.

. Reduced shipment misses from 6.2% in 2010 to .15% in 2011.

. 25 outbound Kaizens in 2011 for a savings of 1.2 million.

. Currently running at a 30% YOY improvement in productivity.

. Mentored 2 Area Managers that have been promoted to Operations

Managers.

Inbound Area Manager, ABE2, 2010 - 2011

. Responsible for receiving 1.1 million units per week.

. Balanced daily inbound volume and workforce to receive and stow

product.

Inventory Control Manager, ABE1, 2009 - 2010

. Achieved 0 DPMO rate several times. Best Inventory Record Defect

Rate in the network.

. Responsible for closing ABE1 facility and moving all inventory to

ABE2.

Outbound Area Manager, ABE1, 2007 - 2009

. Started the facilities 1st night shift operation to increase

outbound capacities.

. Exceeded all productivity and quality goals.

. Achieved 1 year zero lost time injuries in 2007.

. Created cross training program to have 100% of associates trained

in all functions.

UPS, Lehigh Valley, PA 1981 - 2007

Local Sort Manager, 2005 - 2007

. Manage operations within budget, averaging over 2000 pickups on a

daily basis.

. Oversee all purchasing/ordering of building / shipping supplies and

equipment.

. Control and manage logistics for tractor-trailer distribution.

. Meet or exceed pph daily production quotas for national /

international delivery.

. Monitor daily service levels for on-time deliveries.

. Operate in compliance with OSHA, federal, state, and local

requirements.

. Provide specialized pick-up service to high volume accounts.

. Screen, interview, and hire job candidates.

Assistant Preload Manager, 5 months

Trailer Delivery and Pickup Supervisor, 2003 - 2004

Assistant Business Manager, Wilkes-Barre, PA, 1998 - 2003

Assistant Business Manager, Hometown, PA, 1993 - 1998

Assistant Business Manager, Allentown / Emmaus, PA, 1991 - 1993

Assistant Business Manager, Whitehall, PA, 1988 - 1991

Division Industrial Engineer, Allentown, PA, 1985 - 1988

. Certification in Work Measurement.

. Managed building facility changes-evaluated, recommended and

implemented changes.

. Instructor-Supervisor Leadership School and Preload Workshops.

Package Car Driver, Allentown, PA, 1985

Local Sort Supervisor, Part-Time, Allentown, PA, 1983 - 1985

. Full supervisory authority of Local Sort due to injury of full-time

supervisor.

Local Sort Supervisor, Part-Time, Allentown, PA, 1981 - 1983

Education / Training

CERTIFICATIONS

ESTA (Safe Work Methods) VISTA (Safe Driver Trainer) Work

Measurement

Hazardous Materials Responder Trainer CHSP (Comprehensive Health &

Safety Process)

Seminars and Workshops

Supervisor Leadership School Lock Out Logistics Planning

Building & Facilities Design Conveyor Securing Kaizen Leader

Methods & Measurement: Industrial Engineering EPAPP

CDL

Lehigh Carbon Community College, Schnecksville, PA

1997

Associate Degree-Business Administration

Northampton High School, Northampton, PA

1981

Diploma

References available on request.

R e f e r e n c e s

Charles Schneider, Executive Director VIO Pharmaceuticals

Wyeth Collegeville

500 Arcola Road

Collegeville, PA 19426

Cell: 610-***-****

Work: 484-***-****

E-mail: *******@*****.***

(

James Funk, President

Bay State Construction

205 Grason Vista Drive

Queenstown, MD 21658

Cell: 443-***-****

Work: 410-***-****

(

Keith Orris, Business Development Manager

UPS

8756 Delaware Drive

Bangor, PA 18013

Cell: 610-***-****

Home: 610-***-****

E-mail: ********@****.***

(

James D. Press, Lancaster Twilight Sort Manager

UPS

168 Macintosh Drive

Palmyra, PA 17078

Cell: 717-***-****

Home: 717-***-****

E-mail: ******@*******.***

Office: 717-***-****

Office E-mail: ******@***.***

Contact this candidate