Customer Service Manager

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Stephen A. Dennis

S ummary

Strategically-focused, driving results and creating customer value through business process transformation.

C apabilities

Complexity analysis & reduction Program/project management International culture/experience

Business process transformation Data/trend analysis & forecasting

Strategy planning/execution

Lean improvement/kaizen Talent/organizational development

Change management/leadership

Supply chain/Manufacturing Procurement Contract sales/operations

E xperience

Aug 2010 – Oct 2013 Staples, Inc. Framingham, MA

D irector, P rocess Excellence M aster Black Belt II

Influenced and partnered with executive leadership within business units to lead large-scale, high-value

transformation initiatives and projects, recommended and implemented organizational and change mgmt., and

embedded continuous improvement practices to drive revenue and reduce business complexity

- Complexity reduction and transformational initiatives led to $74 MM annualized FY13 P&L benefits

Directed strategic engagements and program management in partnership with senior leadership to deploy

and embed Process Excellence program and Lean Six Sigma capabilities within global corporate business units

- Contract Sales (Furniture, Facilities, Print), Staples Brands Group – U.S. & China, Global Real Estate,

Staples China, Staples Australia, NAC Customer Service, Quill

Developed and implemented Black/Green Belt training curriculum; lead for international Belt training waves

Jan 2008 – July 2010 Staples, Inc. Framingham, MA

D irector, P rocess Excellence M aster Black Belt I

Trained, coached and certified Black/Green Belts within internal Process Excellence program

- Coached Black/Green Belts in projects that contributed $121 MM in audited benefits

Monitored and evaluated work quality and progress of Black Belts through formal certification track as

demonstrated by project work, application of tools, competency and leadership skills development

Engaged business unit leadership to identify potential improvement opportunities and drive both long and

short-term results through DMAIC, DMEDI (design), and Kaizen methodologies and other Lean Six Sigma tools

Developed advanced training offerings for ongoing Belt technical and leadership development

- Chosen for first wave of internal MBB deployment

June 2006 – Dec 2007 Staples, Inc. Framingham, MA

B lack Belt, Process Excellence (Sr. Manager)

Facilitated multiple discrete cross-functional process improvement projects within U.S. Retail addressing

business-critical opportunities to drive revenue, improve efficiency, and reduce cost structure

- Total financial impact of all projects led to over $35.0 MM capital/G&A expense savings

Technical expert for Process Excellence within business unit to identify and lead potential improvement

opportunities and data/trend analysis

- Chosen for first wave of Black Belt implementation at inception of company LSS program

- Received IQPC award for sustainable energy reduction Lean Six Sigma project saving $9.6 MM

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S tephen A. Dennis

Jan 2004 – May 2006 Staples, Inc. Framingham, MA

S enior Manager Fixtures, Equipment & Supplies Purchasing

Directed entire scope of procurement processes and purchasing/replenishment activities for interior store

fixtures, equipment, consumable supplies and branded promotional items to support new/remodel programs

- Annual capital budget of $150 million; store expense budget of $25 million

Sourced, qualified, and approved fixturing suppliers, transportation providers and installation contractors to

manufacture, deliver and install fixturing/equipment; audited, monitored and evaluated vendor performance

quality and legal compliances

Negotiated and approved all fixturing/equipment pricing contracts, RFPs, and bid awards; initiated and

managed all e-procurement RFP/auction events

- 22.8% reduction on $7.6 MM annual spend

Initiated value analysis/engineering to reduce unit fixturing cost (5.3% new store prototype cost reduction)

Governed all customized fixture-related creative design and maintained standards compliance

Trained/mentored 10-12 direct/indirect reports; reported to SVP–Construction & Engineering

Oct 2000 – Aug 2003 Kohl’s Department Stores Menomonee Falls, WI

S enior Manager Fixture Design & Procurement

Managed P&L responsibility for creative design, standards compliance, sourcing, procurement and installation

of all custom interior retail fixturing and portion of visual collateral for all new/remodel stores and vendor

installations into existing stores

- Annual capital spend of $200 million

Developed, orchestrated and implemented RFPs, procurement strategies, and improvement initiatives to

ensure successful and efficient functionality of fixturing supply chain

Trained/mentored 8 direct reports; reported to VP–Visual Merchandising

E ducation & C ertifications

L ean Six Sigma Master Black Belt, G eorge Group (Accenture)

L ean Six Sigma Black Belt, G eorge Group (Accenture)

P MP – Project Management Professional, D uke University/Corporate Education Group

P urchasing & Supply Chain Management, N ortheastern University, B oston

E dinburgh Business School – Heriot Watt University, E dinburgh, Scotland – M BA

U niversity of Wisconsin, W aukesha, WI – C hemistry, Piano

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