Customer Service Manager
Resume:
Bryan Brown
Medford, OR *****
Phone: 775-***-****
**********@***.***
OBJECTIVE
Partner with a company that prides itself on “outside of the box thinking” that rewards like minded,
results oriented individuals.
EDUCATION
B.S., Psychology; Minor: Business Administration – University of Oregon
Eugene, Oregon – March 1998
WORK EXPERIENCE
Quidsi Logistics / Amazon.com, McCarran, NV 2012 - Present
Receiving Operations Manager
Manage the daily operations of the Receiving Dock, Returns Center and Product Preparation
departments across multiple shifts for a wholly owned subsidiary of Amazon.com. Responsibilities
include labor scheduling, performance management of hourly associates, inbound freight scheduling,
and workflow and process development.
Use 5S visual workplace practices across several departments and set the pace for the rest of the facility
as the company adopts a 5S plan across the entire fulfillment network.
Develop performance metrics to track daily and weekly productivity and quality standards for all hourly
associates, with the goal of improving facility quality and productivity metrics .
As part of the management staff for a company that was transitioning from a startup company to part of
an established Fortune 500 company, I had many opportunities to be a critical element of change
management. Changes included several building expansions and the gradual transition from normal
Quidsi Logistics operations to Amazon North American Fulfillment Network operations.
W ork on pushing the company core value of “Delivering the WOW” down to the hourly associate level on
a daily basis.
W orked on the creation and implantation of multiple safety initiatives and processes including a trailer
restraint and release process, segregation of powered industrial equipment and people, and the use of
high visibility vests in designated areas where both machines and people were operating at the same
time.
Total staff included 40 hourly associates, including 2 Lead Associates, 4 Shift Coordinators, 2 Dock /
Production Schedulers.
Arrow Electronics Inc., Reno, NV 2006 - 2012
2011 – 2012
Distribution Center Shipping Manager
Managed the daily operations of the shipping dock for a global leader in the electronic components
distribution industry. Planned and helped to execute a successful strategy to fulfill orders to a domestic
and global customer base with quality and customer service at the forefront of every shipment.
Kept a close eye on mark trends and the “voice of the customer,” made changes to processes, work ed
with supervisor staff and front line production personnel to meet and exceed the end customers
expectations in an ever-changing fulfillment environment. Used m y extensive knowledge of domestic
and international shipping to continually improve processes with a keen focus on safety, quality,
productivity, and customer service.
Monitored key performance indicators, including: productivity, quality, on time delivery, and safety.
Developed action plans to improve key measurements when necessary and look ed for ways of
duplicating successful outcomes.
Total staff included: 6 Supervisors, 3 customer service representatives, and 120 hourly warehouse
associates.
Distribution Center Supervisor 2006 - 2011
Supervised a team of approximately 30 warehouse associates in three different departments in the Reno
distribution center. Extensive experience in Receiving, Picking (order fulfillment), and Shipping.
Used performance management tools to drive results in key metrics including quality, productivity, and
customer service. Identified both high and low performers and took appropriate actions to select and
develop talent and raise the performance of lower performing employees.
Provided project management leadership in a wide range of initiatives including Kaizen process
improvement events, facility wide 5S initiatives, and worked with local charities to raise community
awareness and plan fundraising events.
Assigned to a corporate acquisition team. Given team leader responsibilities on the transition team,
responsible for the relocation of an acquired company in Illinois to the Reno distribution c enter. Led a
team of 15 members who inventoried, prepped, packed and ultimately received inventory into stock at
the Reno facility. Responsible for day to day welfare of the transition team which included
accommodations, transportation to and from the ac quired company, and work assignments all leading to
a successful acquisition and transition to the parent company.
Facility Safety Chair – Led Safety Committee Team, tasked with ensuring a safe work environment for
all. Monthly tasks included: Led safety committee meetings; reviewed all OSHA recordable accidents
and determined if action needed to be taken; acted on safety concerns; partnered with appropriate
personnel to develop action plans; presented safety information at the monthly All Employee Meeting.
FedEx Ground Home Delivery, Reno, NV 2003 - 2006
2005 – 2006
Operations Manager
Profitability of local facility: Evaluated income and expense statements and determined operating
budget for the facility. Managed costs and determined best practices for keeping local operations
running smoothly.
Developed a strategy for recruiting and retaining high performing contractor and hourly employee
workforce.
Responsible for ensuring that all vehicles, building, and staff were in compliance with OSHA and DOT
regulations, and were in compliance with FedEx Corporate standards. Ensure d that all employees and
contractors were conducting their daily business in a s afe manner.
Ultimately responsible for operational excellence and the success of the corporate brand in
Northwestern Nevada and adjoining areas of Northern California.
Service Manager 2004 - 2005
Managed morning package sort, coordinated arrival of inbound freight, and led six person sort team to
ensure a productive and accurate package sort.
Managed morning dispatch of local contracted package delivery routes. Ensure d that all contractors
were dispatched at a package/stop count that allowed them the opportunity to be successful and
productive business people. Ensured that returning packages were accounted for and researched any
non-deliverable packages.
Responsible for ensuring that customers received excellent service as described in the FedEx Ground
Service Culture through customer service calls and contact, contractor customer service rides, and
driver release audits.
Independent Contractor 2003 - 2004
Managed contracted route and associated assets as a s mall business owner including bookkeeping,
finances, and maintenance of equipment.
Delivered packages for FedEx Ground Home Delivery in a business partnership that emphasized
service, customer contact and protection of the FedEx brand name.
CERTIFICATIONS
AED & First Aid certifications
HAZMAT - Dangerous Good shipping certification
OSHA 10 - Occupational Safety
Green Belt Lean Six Sigma
Copies of all certifications available upon request
References available upon request
Contact this candidate