Customer Service Manager
Resume:
JOHN FRICHTEL
*** **** ***** ******* *******, Virginia 24572
434-***-**** ****.********@*****.***
General management executive with more than 15 years of experience guiding operations to new levels
of excellence. Innovative, adept at developing strategic solutions to business challenges. Motivational
leader, able to create and sustain a positive, success-oriented organization.
PROFESSIONAL EXPERIENCE
YVES DELORME PARIS, Charlottesville, Virginia 2010 – Present
With 450 stores worldwide, Yves Delorme is a member of the exclusive French Quality Alliance, Comité
Colbert. Yves Delorme is a brand partner with Ralph Lauren and Hugo Boss.
Director of Operations (2011 – Present)
Responsible for general management, global supply chain and E-Commerce North America.
Optimize the North American subsidiary. Provide superior customer service and quality by managing
US corporate operations team, customer service, distribution center, planning and buying, inventory
control, transportation, marketing and public relations support. Deliver service excellence across a
network of distribution centers in France and the United States. Includes Federal and State regulatory
compliance.
Led successful launch of new E-Commerce site yvesdelorme.com with French warehouse
distribution model. Delivered revenue increase of 163%.
Increased annual hospitality revenue from $105k to $182k in 2013, 73% increase.
Rate negotiation with FedEx UPS, transportation savings of $.5MM over the next 3 years.
Introduced RGIS, 3rd party Physical Inventory solution. 65 Physical Inventories conducted in 5
months across N. America. $100k recovered.
Director of Distribution and Customer Service (2010 - 2011)
Collaborated with Virginia State Department of Health to establish product safety and operational
compliance standards.
Stabilized and introduced compliance program for FDA and customs clearance process. Reduced
international clearance processing delays by an average of 72-96 hours.
Vendor management: reduced quality defects by up to 25% per production cycle while improving
speed to market.
J.CREW, Lynchburg, Virginia 1994-2010
Iconic American clothing and accessories company with catalog operations, E-Commerce site, and 333
retail and outlet stores.
Senior Manager (2006 – 2010)
Maintained superior service and quality levels while directing order fulfillment for catalog and Web
channels. Created hiring plans and recruitment strategies to sustain optimal quality levels within
established budgetary guidelines. Provided coaching and performance management to employees.
Developed and implemented incentive programs to establish motivational work environment. Led 10
exempt direct reports and coordinated efforts of up to 500 hourly associates working multiple shifts.
Delivered new W arehouse Management System (WMS). Collaborated with Accenture and Deloitte
consulting firms to realize OMS and WMS implementation.
Served as project member, functional-lead for launch of new company: www.madewell1937.com.
RESUME
JOHN FRICHTEL Page 2 ****.********@*****.***
Senior Manager (2006 – 2010) continued…
Record-breaking performance: 52k orders processed in one day, $13M shipped sales. Proven
ability to plan and lead cross-functional teams in alignment with service and quality objectives.
Facilitated company’s initial public offering in cooperation with internal auditors.
Identified cost savings of $1.5M over 3 years by collaborating with finance team in negotiations for
duty drawback and US import/export regulatory compliance.
Saved $100K in expenses with innovative quality strategy. Consistent record of delivering
continuous operational improvement.
Six Sigma: Delivered $90K in savings by spearheading cross-functional quality circle. Expertise in
fostering effective communication and collaboration at all levels of an organization.
Improved morale and enhanced corporate culture by collaborating with Human Resources
leadership to organize diversity and Great Place to Work training program for 300 associates.
Operations Manager (2002 – 2006)
Ensured efficient fulfillment of J. Crew Direct orders. Oversaw recruiting, hiring, and performance
management for 7 direct reports and 250 – 400 hourly employees.
Delivered record-breaking service levels based on demand and sales forecast.
Designed and implemented recruiting and training plan for more than 325 seasonal employees.
Exceeded holiday-season goal of fulfilling 90% of Web orders within 24 hours. Achieved rate of
94% filled within 24 hours.
Spearheaded and orchestrated first monthly Service Excellence Program.
Led cross-functional quality circle to deliver innovative performance assessment document.
Streamlined operations by growing 2nd shift.
Call Center Manager, Sales and Service, National Call Center (2000 – 2002)
Achieved 10% improvement in service quality measures through implementation of weekly quality
calibration sessions.
Supported achievement of holiday service goals over 4-month period with intensive training and
coaching program for management personnel and 200 employees.
Re-opened seasonal facility at request of Senior Vice President and resumed operations within 24
hours.
CAREER NOTE: Started with J. Crew in 1994 as a Customer Service representative. Identified for
Manager-in-Training Program. Promoted six times, with various roles across the business including
Returns Supervisor, Corporate Trainer, Selling Manager, and Customer Service Manager.
EDUCATION
Master of Business Administration
Liberty University, Lynchburg, Virginia
Graduate Certificate in Human Resources Management
Cornell University, Ithaca, New York
Bachelor of Science in Industrial Organizational Psychology (Summa Cum Laude)
Old Dominion University, Norfolk, Virginia
COMPUTER SKILLS
IBM COGNOS C10 ADP SAP RED PRARIE
BLUE MARTINI OMS LAWSON ERP MAGENTO CONSTANT CONTACT
RESUME
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