Customer Service Manager

George E. Poporad

**** ****** ***** ********, **** 44144 . 216-***-**** (cellular) /

216-***-**** (home) . *************@***.***

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September 10, 2014

My resume' follows this page in response to your job posting for a Plant

Manager. In summary, here's what I offer for your consideration:

. Sixteen years of full P&L accountability for business units up to $36

Million.

. As General Manager, Resolve Corporation, led fulfillment operations of

300,000 s.f. distribution center through 9 direct reports and 140

total staff; 420,000 SKU inventory with cost based value of $29

Million.

. As General Manager, VillaWare, designed and implemented formal systems

and structures to support company's growth from $4.5MM to $28MM annual

revenue, earning recognition in Weatherhead 100 fastest growing

companies three consecutive years.

. Commitment to ethical conduct, metrics based objectives, development

of people and an encouraging workplace, driving performance that

consistently exceeds goals for increased revenue, profit, and customer

satisfaction.

. B.A., Communications, Ashland University with continued business

education in LEAN & Six Sigma principals, D.O.T. regulations,

inventory management, policy development and HR leadership &

application among others.

A personal conversation will enable us to discuss your needs in more detail

and will provide a better sense of how I can become a valued, contributing

member of your client's team. Should you have any additional questions

prior to setting a formal interview, I can best be reached at 216-***-****.

Thanks for your consideration!

Sincerely,

George E. Poporad

George E. Poporad

George E. Poporad

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Innovative General Manager

Decisive Problem Solver, Change Agent, Motivator and Developer of People

Versatile, customer focused manager with a compelling track record of

driving business expansion, operational efficiency and increased

profitability. A highly accomplished, hands-on change leader committed to

metrics based goals and objectives. Persuasive communicator who leads by

example with a passion for developing exceptional teams and individuals in

an encouraging workplace environment. Equipped with a healthy dose of

common sense and a consultative, analytical management style. Broad based

strengths and notable accomplishments in:

Revenue & Profit Growth ( Change Implementation ( Strategic Planning &

Execution

Internal and Contract Packaging & Assembly ( Team Development ( Metrics

based Management Supply Chain & Distribution( Client & Vendor

Relationships ( Turn-around Leadership

V Impact player and influential problem solver, driven by strategic

thinking, financial savvy and the ability to develop strong customer

relationships built on trust, integrity and performance.

V Instructive team builder, who develops people, energizes the organization

and elevates performance through confidence, hands on leadership and the

expectation of excellence in serving the customer.

V Skilled at working collaboratively with internal sales, technology and

marketing teams as well as remote sales and operations centers

throughout the US & Canada.

V Adept at identifying root causes, finding tactical solutions, gaining buy-

in, executing process & system changes, evaluating results, and

continually fine-tuning to establish new Best Practices.

( NOTABLE ACCOMPLISHMENTS (

. Sixteen years of full P&L accountability leading business units up to

$30 Million revenue.

. Led and managed rapid growth of closely held manufacturer from $4.5

Million to $28 Million, earning multiple Weatherhead 100 awards.

. Expertly managed Flagship distribution center within an international

fulfillment group. 420,000 SKU's; 9 direct reports and 140 total

staff; served as primary escalation point of contact for all Customer

Service, Vendor Management, and Operational problems.

( Compelling track record of personally establishing strong business

relationships with high profile clients including Pepsi, Chrysler,

Philip Morris USA, Victoria's Secret, McDonald's, The NFL, Bed Bath &

Beyond, Williams Sonoma, JC Penny, Epson, Target and others.

. Re-tooled and energized 5 customer service teams and in-house call

center, measurably improving customer satisfaction and retention among

72 corporate clients and 500,000 annual `consumer inquiries.

. Earned ISO 9001:2008 Certification and SAS70 Type II Compliance,

successfully retaining these designations by passing all subsequent

annual quality audits throughout tenure.

George E. Poporad Page

Two

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Professional Experience

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GCA SERVICES, Cleveland, OH 2012 to

2013

Client driven provider of on-site operations and distribution management.

Area Manager - Commercial Division

Hired to turn around multiple 24/7 distribution facilities for major

industrial coatings manufacturer

. Provided decisive leadership in crisis situation by creating customer

focused culture, conducting deep dive assessments of root causes and

focusing resources on prioritized areas.

. Implemented metrics based objectives, establishing benchmarks for

measurable progress, driving expectation of immediate results,

consequences for failure and celebration of success.

. Reduced annualized employee turnover rate from 186% to 28% within

first 90 days.

BAYGUARD GROUP, Cleveland, OH, 2010

to 2012

Specialist firm serving owners of underperforming businesses to streamline

operations, work with vendors to mitigate debt and to overcome other

internal and market challenges to their business

Senior Business Leader

Worked directly with small business owners to upgrade Organizational

Efficiency, staff development, maximize cash flow and overcome other

internal and market challenges to their business.

. Conduct hands-on, deep dive assessment of business operation to

identify specific opportunities for gains in efficiency, revenue and

profit.

. Evaluate the effectiveness of the organizational structure, personnel,

operational systems and efficiency in utilizing available resources.

. Develop and propose detailed Plan of Action, gain buy-in from client,

establish benchmark metrics and then work directly with client to

execute the plan.

RESOLVE CORPORATION, (acquired by Archway Marketing 7/09), Strongsville,

OH, 2005 to 2009

Fulfillment, Distribution and Contract Packaging provider serving major

national client base

General Manager & Director of Client Services

Full operational and P&L accountability for two lines of business within

flagship location. Directly managed day to day operations as well as top

level relationships with key clients including Pepsi Cola of North America,

Limited Brands, PPG, Epson, Chrysler, Volkswagen of America and the NFL.

Primary escalation point for all operational and client issues. Managed

internal, cross-functional relationships within 12 locations throughout

North America.

. Managed revenue growth of 31%, increasing net profit 87% in first 24

months.

. 9 direct reports, 140 total staff in Warehouse Operations, Account

Management, Fulfillment, Production, Customer Service, in-house Call

Center, Order Processing, Pricing and Procurement.

. Increased sales from existing account base 38% by ramping up

communication, nurturing client relationships and growing key accounts

through additional services in a fast-moving, highly competitive B2B

environment.

. Revitalized failing business unit by implementing a metrics based

strategic plan, incorporating specific roadmaps to success with

benchmarks to quantify expected progress.

George E. Poporad

Page Three

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. Negotiated Key Performance Indicators with clients and vendors to

increase visibility and performance of order accuracy, on time

shipment and customer service response time.

. Intensively mentored and groomed 3 targeted team members who

progressively assumed additional responsibility and were eventually

promoted to key leadership positions.

. Reengineered strategic & tactical plans to overcome unique

organizational and financial obstacles, generating compelling revenue

growth, cost reduction and client retention.

. Championed and led Quarterly Business Reviews with clients which

served to evaluate our performance, re-tool KPI's as needed, discuss

additional revenue opportunities and strengthen our ongoing business

relationship.

VILLAWARE MANUFACTURING, Cleveland, OH, 1994 to

2005

Manufacturer, importer and distributor of proprietary CPG line of small

electrics and kitchen utensils.

General Manager

Re-tooled Distribution & inventory control processes in support of

aggressive sales strategy. Introduced internal primary and secondary

packaging / assembly capability to enhance profitability.

. Key leadership contributor to company's growth from $4.5MM to $28MM

annual sales; catapulted net profit from 9.8% to 25%+.

. Revitalized Operational Efficiency to establish industry leading

fulfillment and service levels. This was a key factor that allowed us

to capture and retain major clients including Williams Sonoma, JC

Penney, Target and Bed Bath & Beyond

. Postured company to earn recognition in Weatherhead 100 fastest

growing companies in Northeastern Ohio three consecutive years.

. Personally trained and mentored key team members, driving performance

levels of as many as 10 direct and 70 indirect reports;

. Established fulfillment and service standards that provided

competitive advantage in the marketplace, allowing us to differentiate

ourselves based on value vs. cost

. Sourced, negotiated and evaluated performance of all vendors.

Achieved annual service upgrades and 4 rate reductions with UPS; 9

rate reductions with LTL carriers

Foundational management experience

Marriott Corporation, Washington D.C. Area Operations

Manager

Promoted through Unit

Manager & District Manager

Restaurant Developers Corp., Cleveland, OH Vice president of

Marketing & Franchise Operations

Promoted through Manager of Field Services &

Director of Operations

Affiliations

President, Brooklyn City School District Board of Education, 2000 to 2004

. Successfully led Board and District through highly charged labor

negotiations; initiated operational restructuring of personnel that

helped revitalize academic and financial status of the District.

Board Member, Polaris Joint Vocational School District, 2001 to 2004

Education

B.A., Communications, Ashland University, Ashland, OH.

4610 Sunset Trail

Brooklyn, OH 44144

216-***-**** (Mobile)

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

Contact this candidate