Customer Service Manager
Resume:
Kansas City, MO *****
*****-******@*********.***
Core Competencies
. Warehouse/ Distribution
. Facility Automation
. Assembly & Manufacturing
. Production Management
History of Experience
Rally House - Lenexa, KS
Distribution Center General Manager
August 2013 to Present
Sports Apparel Distribution
. Manage national distribution center and eCommerce operation.
. Manage 85 employees and 10 supervisors in 60,000 sq ft distribution and
fulfillment facility.
o Distribute to 35 retail stores nationally.
o Manage eCommerce, pick/pack operation.
o Manage customer service call center.
. Overall accountability/responsibility for all aspects of operations.
Including production, facilities, logistics, materials/supplies, health &
safety and staffing.
. Manage the flow of 4 million inbound pieces of product/year.
o Responsible for inbound receiving & processing
o Responsible for quality control
o Responsible for distribution of those 4 million pieces
. Responsible for meeting daily cost, quality and delivery goals.
. HR responsibilities included recruiting, hiring, training, evaluations,
coaching, and counseling.
. Recruited, hired and trained management staff of 10 to run the operation.
. Assisted in growing eCommerce through better customer service and higher
customer retention.
. Established performance monitoring metrics for all aspects of operation.
o Improved quality from 5% to 0.006% error rate
o Increased productivity by 25%
o Improved efficiency to see a 30% labor reduction while seeing an
increase in business.
. Responsible for promoting and maintaining a safe work environment.
. Assisted in developing in-house WMS
. Worked closely with the USPS, UPS and LTL carriers to ensure on time
delivery of product to customers and stores.
. Negotiate with vendors to obtain best possible pricing and service.
Supplies, LTL, UPS, services, etc...
. Responsible for maintenance of 5 fleet delivery vehicles.
. Prepare and distribute daily and weekly service metrics to corporate
management.
. Maintain an accurate daily inventory of over 55K different sku's and over
400K items.
Netflix.com - Kansas City, MO
Distribution Center Manager
March 2004 to August 2013
DVD Distribution
. Manage fulfillment facility that generates over $8 million dollars
annually.
. Manage the daily distribution of DVDs to customers in a 5 state area.
. Overall accountability/responsibility for all aspects of local
operations. Including production, facilities, computer systems,
logistics, materials, health & safety and staffing.
. Manage 25-30 employees in high production, distribution and fulfillment
facility.
. Responsible for meeting daily cost, quality and delivery goals.
. HR responsibilities included recruiting, hiring, training, evaluations,
coaching, and counseling.
. Performed daily maintenance & repairs on postal sorting & automation
equipment.
o high speed postal sorters
o high speed pneumatic envelope inserters
o high speed pneumatic mail de-packaging and optical inspection
machine
. Average daily shipment volume of 30,000 DVD's.
. Responsible for promoting and maintaining a safe work environment.
. Motivate employees to maintain high hourly production and quality numbers
while maintaining low scrap percentages.
. Worked closely with the USPS to ensure timely delivery of DVDs to
customers.
. Responsible for maintenance of fleet vehicles.
. Prepare and distribute daily and weekly service metrics to regional
management.
. Manage shuttle drops to 3 different locations, twice a day.
. Maintain an accurate daily inventory of over 1.5 million DVDs.
. Assist in opening new locations and training new managers.
. Assist in training new regional managers and assist managing regional
operations.
. Provide coverage at other locations during management change.
. Member of technical support team. Provide technical support to all
locations for automation and sorting equipment.
. Extensive work with pneumatic and electrical equipment.
Green Lantern - Salina, KS & Liberty, MO
Operations Manager
September 2002 to March 2004
Automotive Detail and Carwash Facility
. Assist in planning and development of new facilities and expansion into
new markets.
. Responsible for daily operation of location.
. Managed the exterior and interior car detailing process.
. Managed a workforce of 40 employees.
. Ensure that employees meet all quality and service levels.
. Maintain high level of customer service and speed of service.
. Conduct maintenance & PM inspections and repairs of all equipment
(hydraulic, pneumatic, and electrical systems).
. Extensive work with hydraulic, pneumatic and electrical systems.
. HR duties include recruiting, hiring, training, payroll, and employee
evaluations.
. Conduct daily accounting and cash auditing.
. Conduct daily and weekly inventories.
. Responsible for all employee work and maintenance schedules.
. Maintain water reclamation and water recycling equipment.
Washington Inventory Service - Mission, KS
Kansas City Area Manager
August 1999 - June 2002
Inventory and Auditing
. Serviced retailers such as Target, Home Depot, Lowes, Wal-Mart, Gap,
Albertsons, Walgreens, Dollar General, Toys-R-Us, Old Navy, Office Depot,
Kmart, & Sears.
. Responsible for overall performance and operations of the Kansas City
Hub.
. Managed up to 150 employees at multiple sites, daily.
. Conducted verification of all auditing and inventory processes completed
by employees.
. Established profit plans for Area and District levels and exceeded those
planned goals.
. HR duties included recruiting, hiring, training, and payroll for up to
150 employees.
. Assisted in recruiting employees for all offices in a six-state district.
. AR/AP duties for local office.
. Generated annual sales of $2.6 million through customer retention and new
sales.
. Increased sales each year in large part due to increased performance and
productivity.
. Managed multiple sites daily in a 3 state area.
. Responsible for all job schedules in local office; more than 1,000
annually.
. Responsible for maintenance of van fleet.
. Maintained high standards of safety in office.
. Established and maintained budgets for local and district levels.
. Traveled up to 75% during employment.
Overhead Door of Kansas City - North Kansas City, MO
Commercial & Residential Service Manager
July 1995 to August 1999
Garage Door and Entry Door Service and Sales
. Managed & supervised 20 union service technicians and 4 office staff
performing service & installations for up to 200 customers per day.
. Responsible for all service operations including employee & job
scheduling, dispatching, customer phone support and parts ordering.
. Managed metal fabrication department.
. Managed residential service department.
. Assisted in start-up of the locksmith department.
. Managed the locksmith department.
. Scheduled and dispatched up to 200 service calls per day.
. Responsible for AR/AP for my managed departments.
. Assisted in preparing reports and documents instrumental in union
contract negotiations.
. HR duties included interviewing, training, & evaluations.
. Responsible for all levels of customer service and development of client
relationships.
. Coordinated maintenance of service vehicles with fleet manager.
. Managed high volume call center for sales and service calls.
. Maintained high standard of safety culture.
Education
University of Central Missouri (UCM) - Warrensburg, MO
Bachelor of Science - German
Minor - Management
Private Pilot License 1990
Links
LinkedIn Profile www.linkedin.com/pub/chris-albert/11/6b1/692
Rally House http://www.rallyhouse.com/
Netflix.com http://www.netflix.com/
Green Lantern Car Wash http://www.greenlanterncarwash.com/
Washington Inventory Service http://www.wisintl.com/
Overhead Door of Kansas City http://www.ohdkc.com/
University of Central Missouri http://www.ucmo.edu/
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