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Manager Customer Service

Location:
Kansas City, MO
Posted:
December 18, 2013

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Resume:

MICHAEL E. STOKES

***** ***** **** ****, ***. *

Kansas City, MO 64114 Cellular: 913-***-****) acbrjg@r.postjobfree.com

PROFESSIONAL PROFILE

SENIOR MANAGER with 20+years of experience in operations, distribution, manufacturing, planning and general

management. Has met and exceeded company objectives in the areas of productivity, customer service, cost control,

safety and quality. Successful leader who is talented in the arts of subordinate development and empowerment. Proven

accomplishments in:

Distribution Management Strategic Planning

Operations Management Project Management

Manufacturing Management Inventory Control

Cost Control General Administration

Budget Development Production Management

Contract Negotiations KPI Development

Safety Management Establishing Vendor

Relationships

EXPERIENCE AND ACCOMPLISHMENTS

LANGLEY/EMPIRE CANDLE COMPANY Kansas City, Kansas March 2009 to

Present

A rapidly expanding poured candle manufacturer. A $50+ million enterprise specializing in the manufacture

of scented and citronella candles for all seasons and occasions. Located in one facility with an excess of

360,000 sq. ft.(150,000 sq. ft. of manufacturing; 210,000 sq. ft. of warehouse/distribution).

VP of Operations

Senior manager in charge of all operational aspects of the business including but not limited to

manufacturing, distribution, maintenance, O.S.H.A. compliance, safety management, internal reporting and

general administration. Responsible for a total of 8 direct reports and up to 300 indirect reports.

Established KPI’s for manufacturing, distribution, purchasing and quality assurance

Implemented monthly safety training and OSHA compliance program.

Implemented 5S, work cells and other lean philosophies.

Moved freight contract negotiations to a 3rd party broker netting a 19% reduction in freight costs.

Developed and implemented numerous capital projects to enhance productivity.

Implemented cycle counting procedures.

Reduced operations labor/gross sales%

AMERICAN CRANE AND TRACTOR PARTS, INC., Kansas City, Kansas June 2008 to February 2009

A rapidly expanding, $65 million wholesale distributor, servicing the heavy equipment industry by providing a

wide range of replacement parts for CATERPILLAR brand equipment. A subsidiary of GB Group, Inc. with a

total of six strategic locations across the country with a total warehouse/distribution space in excess of

300,000 sq. ft.

Director of Operations

Senior manager reporting directly to the president. In charge of all distribution and warehousing activities,

logistics management, capital project management, operations planning and budgeting, Federal, State and

local compliance, safety management and general administration activities. Responsible for a total of 7 direct

reports and up to 150 indirect reports. Downsized out of the position after the 2008 economic slow-down.

Implemented “5 S” lean program.

Implemented monthly safety training and OSHA compliance program.

Established operations based KPI’s and metrics in order to measure productivity and quality.

Negotiated phone service contract with new provider netting a 32% reduction in phone costs.

Reduced overtime to less than 1% from an average of 7%.

Michael E. Stokes Page 2

ARROW SPEED WAREHOUSE, INC., Kansas City, Kansas January 2000 to June 2008

A $90 million wholesale distributor, servicing the specialty automotive aftermarket industry with high

performance parts and accessories. Comprised of seven Midwestern distribution centers totaling over

400,000 sq. ft.

Director of Operations

Senior level manager, providing overall operations management and leadership. In charge of all distribution

and warehousing activities, logistics management, customer service, capital project management, operations

planning and budgeting, Federal, State and local compliance, safety management and general

administration activities. Responsible for a total of 9 direct reports and up to 225 indirect reports.

Developed strategic growth by analyzing opportunities, which resulted in the opening and

expansion of multiple facilities in Dallas

Achieved a major increase in productivity by increasing accountability and improved material

handling procedures.

Implemented a company wide auditing procedure; improved on time and accurate shipments

from 86% to 98%.

Established key indicator benchmarks in the areas of productivity tracking, service level and

inventory variance, which provided a focus on departmental accountability and cost control.

Developed standard operating procedures for receiving, stocking, order selection and shipping.

Established formalized employee orientation and safety training program.

Implemented cycle counting procedures.

EMPIRE CANDLE, INC., Kansas City, Kansas 1998 to 2000

A major poured candle manufacturer and a subsidiary of Diamond Brands, Inc. A $20 million enterprise

specializing in the manufacture of scented and citronella candles for all seasons and occasions.

Plant Manager

In charge of all manufacturing, distribution, purchasing, human resources, maintenance, O.S.H.A.

compliance, safety management, internal reporting and general administration. Recruited to improve a

difficult turnaround situation created by an LBO from Parent Corporation. Responsible for 7 direct reports

and up to 200 indirect reports.

Improved on time and accurate deliveries.

Orchestrated a dramatic (100%) improvement in productivity during the first three months of

employment.

Dropped customer returns due to quality defects.

Lowered raw and finished goods inventory.

Eliminated lost time accidents during the entire term of employment

Reduced operational costs.

Managed a team of direct reports including Human Resource Manager, Director of Purchasing,

Production Superintendent, Maintenance Superintendent, Warehouse Manager, Inventory

Coordinator and Master Scheduler.

Presented monthly business review to parent company senior management team and CEO.

EDUCATION

M.A. Management, Webster University, 1991

B.S., Industrial Technology, emphasis is Machine Parts Drafting, Southwest Missouri State University, 1982

* Six Sigma/Lean Black Belt, Villanova University

February 20, 2013.



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