Customer Service Management

ROALD HUMPHREY

**** ****** **** ********, ** ****7

C: 615-***-**** H: 615-***-****

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

www.linkedin.com/in/roaldhumphrey

OPERATIONS DIRECTOR

Progressive Leadership in Distribution and Project Management

Dynamic and proven leader in multiple worksite, warehousing, and distribution center operations with extensive experience

implementing project management, strategic process improvements, people management and contributions to corporate vision.

Advanced knowledge of Microsoft Office Suite (Excel, Visio, PowerPoint and Lotus Notes), familiar with other Microsoft Suite products

and SAP Accounting System.

Recognized by management, colleagues and community as energetic, positive, strong communicator and strategic thinker

Consistently creates an environment of collaboration and team motivation

Demonstrates efficient and effective management of product selection, fulfillment and transportation

Exceptional experience developing budgets, P&L, cost control, inventory control and enhancing overall company operations

Surpasses expectations and delivers consistent results

Core Competencies

Project Management Operations Management

Energetic / Flexibility Purchasing and Negotiations

Dedicated / Loyal Process Improvement

On-Site and Remote Team Leadership Budgeting / Forecasting / P&L Performance

Organizational Planning Distribution Management

Staffing and People Management Inventory Control / Cost Control

Strategic / Resourceful Quality / Performance Management

Customer Relations Executive Leadership

Collaborative Leadership Multiple Business Unit and Worksite Management

SELECTED ACCOMPLISHMENTS

Developed a project to establish a new warehousing and logistics site in Arizona. Budgeted $1.8MM to find a site, negotiate a

lease, establish required build outs and modifications, rack, and staff. Transferred 40% of the Nashville operation to that facility to

run more efficiently with lower expenses.

Created a plan to move the entire Nashville warehouse operation for TravelCenters of America to a larger facility. Found

warehouse space and negotiated lease. Created a completion calendar to build out administrative and warehouse offices. Moved

and updated the telecommunications and IT systems. Created warehouse rack configurations and had them installed. Developed

a plan to move the entire operation 2.5 miles over two weekends without any interruption in service to our customer base and

without their knowledge. Achieved final move in date ahead of schedule. Notified all vendors about address changes and

directions to the new facility to assure uninterrupted supply.

Completed a project that automated warehouse operations using customized state-of-the art inventory tracking system (bar code

scanners) as an efficient inventory tracking strategy to create employee productivity metric tied to daily incentive programs, which

improved productivity and better shipment accuracy.

Involved in cross-functional management team committees, including internal and external customers, to develop more efficient

and cost effective operations to make our retail customers experience the best in the industry.

Developed, maintained, reported, and adjusted expense budgets, which resulted in a highly efficient low cost operation adding to

the company’s bottom-line.

Selected and relocated local warehouse and was involved in the selection and start-up of a second warehouse operation in order

to offer more just-in-time deliveries.

Recognized for successful management and analytics of business operations, including outstanding inventory management with

less than 0.015% shrinkage annually for over 15 inventories; otherwise stated $1,800 in shrink on a $12M Inventory value.

ROALD HUMPHREY PAGE 2

Involved in planning and executing disaster preparedness plans, including Katrina, the Nashville flood, and other such disasters

which allowed uninterrupted services to our internal customers.

Implemented emergency acquisition deliveries, as well as bringing on-stream new sites

PROFESSIONAL EXPERIENCE

INDEPENDENT CONSULTANT, NASHVILLE, TN 2013 – Present

Highly-skilled in assessing supply chain operations needs, developing and implementing strategic plans, establishing objectives and

priorities, delegating tasks, and integrating and motivating cross functional teams across departments to ensure success. Consults

with C-level executives, helping their companies improve efficiencies, reduce expenses and increase profitability.

Optimize warehouse and distribution functionality in receiving, shipping, transportation, DOT rules and regulations, LTL, truckload

movements, multiple shift operations, accounting, purchasing, sales, customer service, call centers, systems, telecommunicati ons,

employee retention, talent acquisition, and more.

Recently completed projects and did process improvement:

Combined two positions into one creating an Inventory Control/Receiving Manager position and was responsible for hiring a

Manager.

Developed and wrote key performance indicators (KPI) for all warehouse and distribution positions.

Reviewed and made recommendations for consolidation of shipments to and from 6 branches that had the potential to reduce

expenses by over $1.00MM.

Evaluated and made recommendations for just in time deliveries and the cost associated with it.

Reviewed small package supply arrangements with UPS to establish benchmarks and review cost structures.

Worked on purchasing requirements and vendor/supplier accountability

TRAVELCENTERS OF AMERICA LLC, LA VERGNE, TN 1987 – 2012

DISTRIBUTION AND OPERATIONS MANAGER

Led and managed a team of loyal, dedicated leaders including Warehouse Operations Manager, Supervisors in Trucking, Shipping,

Receiving, Inventory Control Receiving and Accounting, and Replenishment specialists. Reported directly to Executive and Senior staff

with TA Operating LLC.

Hired, fired, and developed a team of over 40 employees with extremely low turnover.

Purchased over $80MM worth of merchandise distributed to a closed network of company and franchise locations annually.

Prepared and oversaw multiple budgets and was responsible for P&Ls for an entire distribution system.

Managed a fleet of nine tractor trailers traveling across the US, servicing 237 retail locations, including company-owned and

franchise operations.

Supervised the ongoing maintenance of the 130,000 square foot warehouse and all equipment.

Directed systems support for the warehouse and all accounts receivables and accounts payable operations, including systems

development and new functionality as the business changed.

BP OIL COMPANY-STANDARD OIL COMPANY, Various Locations 1978 – 1987

ATLAS SUPPLY COMPANY AFFILIATED WITH STANDARD OIL COMPANY, CLEVELAND, OH

BUYER 1986 – 1987

Promoted to position. Purchased merchandise sold in retail outlets across Continental United States for: BP Oil / Standard Oil / Boron

Oil / Sohio Oil Company / Gulf Oil Company.

Purchased products to private brand to Atlas Supply Company, a company jointly owned by BP / Standard Oil.

Negotiated with hundreds of suppliers to acquire the best value for the Atlas Supply Company line.

ROALD HUMPHREY PAGE 3

Assistant Division Manager - BP Oil Company, Dayton, OH 1984 – 1986

Promoted to position. Managed internal operations in relation to budgets, financial impact, employee records and general office

activities for over 300 retail services stations.

Managed Division offices in the Cincinnati and Dayton Regions.

Maintained Service Station records including P&Ls, Sales History, Safety Records, Customer Service Records, developed and

reported on region budgets to Senior Management.

Organized region sales meetings for individual territories and entire region.

Service Station Supervisor - Sohio Oil Company (acquired by BP Oil), Cincinnati, OH 1979 – 1984

Promoted to position. Supervised multiple service station facilities, both company and franchise locations, within the Division of the

Cincinnati, OH market. Oversaw employee development, profit and loss, budgets, marketing, and overall company operations involving

maintenance, and company policies and procedures.

Tires Batteries and Accessories Analyst (TBA) - BP Oil North America, Wilmington, DE 1978 – 1979

Analyzed product usage from multiple “jobber” operations within specific customer basis; analyzed product consumption. Teamed with

“Goodyear Tire and AC Delco” as Analyst for BP Oil North America; reported to Senior Management determining the breadth of

product lines purchased from Goodyear and AC Delco.

EDUCATION

Bachelor of Arts (BA) in Management, Eastern Michigan University, Ypsilanti, MI

Associate of Arts (AA), Henry Ford Community College, Dearborn, MI

COMPANY ONSITE TRAINING

DOT, Rules and Regulations Training (ongoing) Disaster Preparedness Training

Day Maker Customer Service Program Targeted Selection Behavioral Interviewing

Covey Time Management Covey Leadership

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