Customer Service Manager

MIKE PACHECO

*** *** ***** *****, ********, ON L*A 1V3

Cell: 416-***-**** Res: 905-***-**** Email: ***********@******.***

PROFESSIONAL PROFILE

A highly effective Manager with over twenty years of experience encompassing distribution, fleet

management, service provision, internal/external customer service, sales, support and account

management. Strong understanding of task, time and human management with the ability to coordinate

operations to support product sales and distribution while working with a network of distribution

facilities to achieve same-day critical order fulfilment, returns management, and service parts logistics.

Proven ability to contribute to company process improvements by developing commercial awareness,

critical path scheduling, and aligning resources to develop the most efficient and effective way to meet

company requirements. Experienced in managing a broad portfolio of services to provide optimized

and streamlined supply chain services, allowing major companies to focus their core business

capabilities and on meeting their customer expectations.

A resourceful and results oriented team leader with strengths in delegation, task planning, and

mentoring with a high level of personal accountability and goal orientation. Proficient in managing

multiple tasks simultaneously and functioning productively while working in high pressure, time

sensitive environments.

BUSINESS EXPERIENCE

EM PLASTIC, Brampton, Ontario acquired by Laird Plastics Jan 2013 – Jan 2015

Warehouse / Logistics Manager

Managed a wide range of in-house activities and while supporting the companies operations with an

inventory of Acrylic, Polycarbonate, Foam PVC, Aluminum Panels, LED’s, Pressure Sensitive Vinyl,

Banners, Flex Face, Laminates, Lamps, Electronic Ballasts, glues, and accessories. As well as

providing a team of 12 direct reports support and leadership.

Planned and coordinated in-house production activities as well as product distribution and

transportation to be within client deadlines.

Create and maintain a positive, safe work environment while ensuring productive quality

business standards were met on a consistent basis. Managed the warehouse operations

consisting of two shifts; day and afternoon.

Monitored specialized orders that required machinery such as: Henderick Saw, Guillotine,

Sheeter, ensuring jobs were complete with proper time frame.

Planned and monitored all loading\cross docking of all inbound and outbound regional

shipments.

Monitored all aspects of inbound and outbound freight, tracking damages and solving root

cause. Implemented new standard operating procedures (SOP) which generated in-house

production performance

Ensured the warehouse and all machinery met the Ministry of Labour (MOL) guidelines.

Planned preventative maintenance which was completed on machines, forklift and all

warehouse equipment.

Supported improvement initiatives on a consistent basis which included production monitoring

and reduction of operational costs.

Member of safety committee attending Employer Advocate Council safety seminars where I

was accountable for meeting the requirements of Bill 146.

Used my organizational skills to motivate and encourage team productivity to meet all targets.

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Mike Pacheco

Cell: 416-***-**** Res: 905-***-**** Email: ***********@******.***

NORDIX DISTRIBUTION, Caledon, Ontario Jul 2008 – Sept 2012

Operations Manager: Clients Included: Mobilia, Futureshop, Best Buy, Linen Chest

Planned, coordinated and managed distribution operations of high value items (appliances, TVs, and

high-end furniture) to achieve company targets and goals, with accountability for warehousing and

logistics with a fleet of 30, 3PL trucks ensuring that security, inventory management and safety

standards are maintained while delivering a high level of customer satisfaction

Collaborated with internal clients to ensure smooth and efficient stock flow while improving

productivity and managing operating costs

Developed, motivated, appraised and trained employees to ensure a high level of performance

Planned all inventory activities, appraised all procedures for controlling shrinkage and initiated

corrective action where necessary

Conducted regular inspections and training covering both in-house and on-road operations

Developed relationships with key customer contacts, communicated regularly with customer to

ensure their satisfaction, and interface with internal and external parties to track and resolve

concerns/problems quickly and ensure overall operational efficiency

Ensured all housekeeping as well as health and safety standards are consistent with company

policy

Encouraged continuous improvement by improving processes, efficiencies, personnel

development, training, and health and safety which ultimately resulted in lower operating costs

EXCEL DIRECT, Woodbridge, Ontario Jul 2006 – Jul 2008

Operations Manager :Clients Included: Pottery Barn, Sears Canada

Ensured a superior level of customer satisfaction by managing the warehousing and logistics for

freight forwarding operations of the company with accountability for 14 direct reports and a fleet of

22, 3PL trucks together with drivers, and general helpers

Provided daily direction and management of operations and customer service encompassing

administrative functions, warehousing, delivery, driver/broker relations and customer relations

Developed and implemented business plans and programs, both short and long term focus to

ensure continuous efforts toward operational excellence

Set up inventory control for all products being delivered to maintain adequate supplies to meet

customer demands while avoiding overstocking

Identified and handled all truck related issues, including matters dealing with the Ministry of

Transportation (MTO), truck maintenance and all driver programs

Conducted regular driver evaluations, provided training and support and oversaw driver

incentives in order to improve service provided to customer

Set up the account up for I.S.O. 9002 & implemented appropriate action plans to secure

approval

Provided leadership example and encouraged safety awareness with particular focus on

warehouse and contractors (drivers/ brokers)

Proactively sought ways of improving efficiency, reducing operational cost and achieving peak

level performance; prepared weekly reports on productivity, warehouse and drivers

HEART LAKE MOVERS LTD., Brampton, Ontario 1998 – 2006

General Manager

Managed two major contracts, Direct Energy/Enbridge and Home and Rural Appliance, involving the

planning, coordination and expedition of products and services to meet province wide demands while

ensuring a high degree of operational efficiency and a focus on exceeding customer expectations

Designed, coordinated, and controlled the distribution infrastructure for the company,

encompassing the integral functional aspects, the processes in the transport chain, the

coordination of the transport processes and the control of the means of transport for the

provision of efficient service throughout Ontario

Coordinated operations to meet the needs of appliance delivery for all retail stores as well as hot

water tanks, furnaces, heaters, venting systems and air conditioners for new subdivisions and

existing homes throughout the province

Recruited and oriented brokers to provide third party distribution service and function

productively and cohesively in accordance with high performance expectations

Analysis daily work orders, allocated delivery and scheduled drivers within allocated time lines;

dispatched up to 23 brokers as required to meet company demands

Reviewed and verified billing information and prepared details to facilitate payroll for brokers

Maintained adequate provision for emergency or other high priority transportation demands as

may be required by company/customers

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Mike Pacheco

Cell: 416-***-**** Res: 905-***-**** Email: ***********@******.***

EDUCATION

SHERIDAN COLLEGE

Law Enforcement Diploma

Enhanced communications and interpersonal skills

Covered areas such as law, crime scene investigation, preserving evidence, and report

preparation

BRAMPTON CENTENNIAL

Ontario Secondary School Diploma

COMPUTER SKILLS

Skilled in the use of Descartes and commonly used applications such as Microsoft Word and

Excel, as well as Internet research and communication tools

OTHER ACTIVITIES/INTERESTS

Enjoy a healthy lifestyle of proper nutrition and physical fitness activities

Completed two 5 kilometre runs, placing first in the most recent with a time of 22 min. 45 sec.

SELECTED ACCOMPLISHMENTS/HIGHLIGHTS

EM Plastic & Electric Products

Initiated the process for a successful 3PL transition that generates an annual savings of $600K

in fuel, truck leases along with hourly driver wages, insurance and maintenance associated with

fleet. The rest of company operations in Canada will be following this initiative

Successfully maintained and exceeded company standards of performance in productivity,

customer service, and Health and Safety procedures

Nordix Distribution

Anticipated, planned and coordinated overnight volume increases from 300 to 700 shipments

per day resulting in an unprecedented level of customer satisfaction

Contributed directly to business development by securing several new accounts for the

company

Enhanced productivity and facilitated seamless supply chain communication and management

by implementing a new computerized system (Descartes) with the use of RF scanners, and

PDA's

Coordinated company relocation complete with office systems and inventory with zero

downtime

Improved logistic flow and overall business operations by establishing SOP's

Obtained a superior level of employee cooperation and work performance by creating an

environment that was conducive to peak level employee performance by instilling pride in

delivering outstanding work performance through amicable, fair and assertive leadership

Excel Direct

Enhanced service reliability by developing and implementing several programs, including the

Truck Check program which focused on security, safety and vehicle efficiency

Championed the ISO 9002 registration process by completing supporting documentation and

providing managers with information to facilitate employee training and orientation

Strengthened business relationship with a major customer using a customer-focused approach

and following through with appropriate internal improvements to earn customer loyalty

Direct Energy/Enbridge

Permanently reduced the cost of sales while simultaneously improving customer satisfaction

levels for the company based on strong customer support

Generated upwards of $200K in annual savings for the company by handling and resolving all

customer service matters including store problems, product warranty issues, and repairs

Maintained a high level of operational efficiency and low overhead through effective capacity

planning and logistics management together with regular monitoring of the distribution

channels

Reduced customer delivery time, positively impacting both broker and customer satisfaction

Enabled 14 brokers to become truck owners within four years by negotiating and personally

securing the vehicle leases with deposit payments on their behalf and providing the opportunity

for them to earn, repay the deposit and obtain full ownership of their trucks

Successfully established an unprecedented logistic design for the company encompassing

functionality, process dynamics, communication, control, reliability, and economic viability

Received many complimentary letters and emails from satisfied customers and Direct Energy’s

management team

EXCELLENT REFERENCES ARE AVAILABLE UPON REQUEST

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