Customer Service Manager

william j. kunysz

**** ******

Trail

Plainfield,

IL 60586

(847) 305-

9500

*******.******@*****.***

Profile

A forward-thinking leader in operations and facility management

offering more than 20 years of leadership experience. Consistently

recognized as a leader in the region to implement new processes and

procedures. Proven success at delivering superior results a natural

leader who creates a team motivated to succeed.

Skills

Strategic & Operational Planning - Plant & Facilities Management (Multi

Site) - National Logistics & Distribution - Lean Manufacturing Principles

Supply & Value Chain Management - Financial & Management Reporting -

Reengineering - Project & Program Management

Capacity Planning & Workforce Scheduling - Policies, Processes &

Procedures

Inventory, Material & Equipment Management - Contract & Agreement

Negotiations - Continuous Improvements

Cost, Budget & Internal Controls - Field Services - Organizational

Development

Professional Experience

8/07-Present Sears Holdings, Inc.

Hoffman Estates, IL

General Manager-Parts Distribution Center (PDC)

General Manager-National Fixture Warehouse

Mulit-business P&L responsibility of 350K square feet warehouse with

inventory in excess of $38 million servicing over 1,800 repair

technicians covering 13 States.

PartsDirect.com order fulfillment center

Implemented new WMS system and transformed the warehouse operations

manual processes to an automated RF directed order fulfillment

Improved cycle count accuracy from the 65% to over 99%.

By focusing on positive associate engagement practices, we decreased

associate turnover from 12% to below 2%.

District Operations Manager-Home Services

Implementer of ISO 9000 and ISO management representative for the

district. Validated the effectiveness of the Quality Management System.

Achieved all aspects of the Profit & Loss statement.

Managed safety programs for the district and implemented changes to

improve the programs.

District ranked 2nd in the nation out of 46 districts.

Directed and supported 166 on site technicians.

Managed and maintained company assets with no leakage (facilities,

vans, parts inventory, laptops, tools, and equipment.)

District Technical Manager-Home Services

Utilized the workforce planning process to develop staffing

requirements that allow for profitable growth and satisfaction of

customer requirements.

Reviewed technical performance data with subordinates identifying

improvement opportunities and developed corrective plans to address the

technical workforce.

Supervised 8 Technical Managers directly responsible for managing 180

technicians in the district.

Established contacts to assist in the management of 3rd party accounts.

Active in recruitment, development and training for the technicians and

Technical Managers.

Updated and maintained a fleet of 190 service vehicles.

12/97 - 8/07 Circuit City Stores Inc.

Bolingbrook, IL

Regional Manager Field Service/STS

Directed overall operation of Field Technical Services for a central

region of the country to include over 70 facilities.

Developed internet training module for entire service division.

Consistently maintained the highest In-Home market share in excess of

90% nationwide.

Managed successfully over 40 associates in 7 states.

Executed and managed projects for grand openings, system upgrades and

general maintenance per schedule and within budget.

Regional Facility Manager

Contributed an additional $200,000 to the profitability of the company

better than plan.

Increased repair volume by 42%.

Implemented new regional call center for service/home delivery covering

5 states.

Achieved company wide recognition for strong associate relations

achieving 5th best score in company out of 37 centers.

Managed successfully 85 associates and 4 managers in multiple

locations. Regional repair operations were responsible for servicing 73

store locations in Illinois, Indiana, Michigan, Minnesota, Wisconsin

and New York

Managed home delivery operation servicing 26 store locations in

3states.

Facility recognized as consistent leader in Quality, Customer Service

and Cycle Time.

Created budgets and achieved and P & L for multiple locations.

Education

Western Governors University - Bachelors of Science in

Business Management

Training & Certifications

Lean Six Sigma Yellow Belt, Kaizen Events

ISO 9001:2000 Certified Lead Auditor

Microsoft Office, Lotus Notes, AS400, Red Prairie, WMS

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