Customer Service Manager
Resume:
JEFF LUCK
**** ******* ***** ********, ***** Carolina 28036
980-***-**** ***********@*****.***
Dear Hiring Manager:
Seeking a position to utilize my current skill set, while growing and advancing current skills to a
higher level and accelerating organizational growth. I have a vast level of experience in operational
management field where I have worked in a variety of roles. Three years ago, I entered the natural
gas industry in materials management role for retrofit projects. Below are few key performance
indicators while in this position.
• Member of team to design and build an access database to improve traceability of material
purchased.
• Developed matrix for tracking material purchase and consumed. This matrix required all
material to be properly identified when delivered by vendor to include purchase order number, part
number and a test number to meet DOT requirements
• Met and worked with vendors to design barcodes for material traceability,formatted
information and provide data for vendor
• Chose and purchased hardware and software to read barcodes using excel format.
• Planned and forecast material usage for retrofit projects.
• Met and worked with a variety of tradesman along with coordinating material fabrication.
• Managed warehouse facility through third party associates.
• Experience setting up and mobilizing satellite offices with direct involvement procure sites
to locate offices.
In addition to the aforementioned skills, I have a very strong work ethic and skill set in establishing
and maintaining effective working relationships with all work groups. My strong communication skills
offer the ability to quickly resolve both internal and external customer issues and foster long-term
relations with both customer bases through focusing on details and root causes.
Please review the enclosed resume for a more complete presentation of my experience, individual
abilities and accomplishments. Thank you for your consideration and I look forward to hearing from
you soon.
Sincerely,
Jeff Luck
Resume
JEFF LUCK Page 2 ***********@*****.***
JEFF LUCK
5240 Albrook Drive Davidson, North Carolina 28036
980-***-**** ***********@*****.***:
Project Management Troubleshooting Team Building
Cost Saving Initiatives Quality Control P&L Monitoring Data Analyst
Process Evaluation Continuous Improvement Purchasing Customer Relations
PROFESSIONAL EXPERIENCE
System One - Material Inspector/Manager- Huntersville, NC May 2011-Mar 201
• Responsible for overseeing material requisitioning for construction of pipeline and pipeline
retrofits.
• Responsible for receiving all material for fabrication of projects.
• Developed database to process all purchase order for materials and archive all material
data.
Belk - Facilities Coordinator - Charlotte, NC Oct 2009- May 2011
• Resolved all database management issues related to database users and work order data
development.
• Coordinated activity of database generated work orders for all retail store repairs of HVAC,
Electrical, Plumbing, Waste Equipment (trash), and building maintenance.
• Review lease agreements.
Automotive Sales- Automotive Sales Specialist- Huntersville, NC June- Oct 2009
• Maintained a positive experience for buyers along with demonstrating vehicles and
presenting the appropriate vehicle applicable to clients’ needs/desires.
• Completed all paperwork applicable to vehicle purchase.
• Promoted positive relations between buyer and dealership.
• Maintained a 20% close ratio with a positive overall ranking utilizing Higher Gear database
to manage performance factor.
GWI- Statesville, NC- Warehouse/Production Manager 2008
• Directed daily plant operations in the areas of production, warehouse management, and
shipping/receiving, while overseeing purchasing of all supplies and managed on-going records and
control P&L sheet.
• Managed customer relations through frequent e-mails, phone communication and onsite
visitation.
• Coordinated product delivery and shipment initiatives via company transportation and
outside shipping vendors. Controlled labor costs during dropping economic environment. Supervised
workforce of up to 50 associates.
Process Improvement Results as follows:
1. Increased production 20 percent within a 90-day period.
2. Improved ergonomic standards and reduced fatigue factors for workers through
development of new appliance for operations.
3. Reduced frequency of emergency failures by collaborating with Maintenance
Company on a process to increase operations of shrink film packing.
4. Implemented streamlining procedure that reduced 2 operations run by 4 associates
to 1 operation managed by 3 associates.
5. Enhanced communication efforts between workforce development and contract
services through mandatory monthly staff meetings attended by executives and managers.
PERFECT FIT- Monroe, NC- Quality Manager 2005-2008
• Developed and implemented quality standards for incoming vendor supplies.
• Managed overall quality operations using in-process procedures for plant operations.
• Maintained real time quality data.
• Initiated strong customer service criteria and resolved issues with clients and vendors.
• Monitored product returns and replacements to strengthen satisfaction ratings. Enhanced
operational efficiency through launch of special cost-saving projects.
Process Improvement Results as follows:
1. Lowered labor expenses by 5 percent without influencing quality program of procedures.
2. Reduced overall non-compliance factor by 4 percent through launch of new audit procedure.
3. Cut consumption rate of raw material by $50,000 by developing audits of machinery and
incorporating a calibration schedule.
S&D COFFEE- Concord, NC - Production Supervisor 2003-2005
• Managed night-shift operations including opening of coffee beans, roasting, grinding,
packaging, and warehousing.
• Developed and monitored plant standards in terms of quality control, safety, production,
scheduling, and daily planning.
• Recruited, trained/mentored subordinate employees.
Process Improvement Results as follows:
1. Expanded shift capacity by 25 percent by retraining plant operation in proper
techniques and machinery execution.
2. Reduced changeover time by increasing product scheduling efficiency and
educating operators on changeover matrix for each produced product.
PILLOWTEX- Kannapolis, NC- Manager/Supervisor 1976-2003
• Managed daily operations and production across multiple areas and departments,
including distribution, manufacturing, customer service, quality control, worker safety,
maintenance, and replenishment.
• Facilitated customer service initiatives with vendors.
• Developed communication methods with union groups to resolve grievances while
maintaining favorable relations.
• Monitored teams of 100-plus associates.
Process Improvement Results as follows:
1. Created accurate forecasts of potential failures and identified preventive
maintenance measures through implementation of maintenance program database.
2. Decreased non-standard work rates by 2 percent through executive of new
operational procedures and practices.
3. Assisted planning in scheduling production using batch method.
JEFF LUCK Page 2 ***********@*****.***
EDUCATION
Bachelor of Business Administration, Catawba College, Salisbury, NC
PROFESSIONAL DEVELOPMENT
Training Facilitator for Zenger Miller Team Concept
• Excel, Word, Access, Oracle, JD Edwards
• AS400, Real estate Database (REMS)
• Various payroll/accounting systems
Contact this candidate