Customer Service Management
Resume:
LOUIS CANCEL
DIRECTOR OF OPERATIONS
LOUIS E. CANCEL
Phoenix, AZ 85024
6-23-581-**** (Home)
6-02-339-**** (Cell)
Cancel85024@y ahoo.com
SUMMARY OF QUALIFICATIONS
Extensive executive management experience in Operations, Logistics, Transportation and
Distribution.
Recognized for cost-saving, creative and innovative approaches. Excellent Analy tical and Reporting
skills.
Perform above Corporate expectations utilizing strategic planning and critical thinking skills.
Possess strong management and effective communication skills.
Constantly seeking to improve methodologies, standards, policies and procedures.
Dy namic coordinating abilities, motivational leadership sty le and foster collaboration between
vendors.
Proven ability to successfully function in a fast-paced, high-stress environment.
Able to grasp new applications swiftly with the ability to put new skills into immediate and practical
actions.
Currently pursuing Lean Six Sigma and TQM (Total Quality Management) Certification.
PROFESSIONAL EXPERIENCE
Cornerstone U.S. Wine Imports 2010 - Present
Director of Operations (Phoenix, AZ)
Personally implemented start-up operations for Cornerstone U.S. Wine Imports for Arizona.
Manage and control budget of $3.5M per y ear in product inventory and assets.
Point-of-contact for Phoenix metropolitan retailer Store Managers, Sales and Procurement
representatives.
Review and determine pricing for new product development and retail sales promotions.
Negotiate contracts for office and warehouse facilities including warehouse operation assets, staffing
and leased on-road delivery equipment.
Oversee and administer the product inventory control, distribution and delivery of international and
domestic wine, malt and spirits.
Responsible for generating new retail business opportunities in the Phoenix metropolitan market.
Generate and submit monthly Arizona Beverage Tax to the Arizona Department of Revenue.
QV Distributors, 2007 " 2010
Director of Operations (Phoenix, AZ)
Directed Wine and Spirits distribution operations for the Phoenix metropolitan area and Southern
Arizona.
Managed and controlled budget of $5.5M per y ear in product inventory and assets.
Developed processes and policies that optimized inventory flow using Lean Management practice
principles.
Reviewed and negotiated y early transportation and equipment vendor contracts.
Managed operational expenditures and procurement of assets.
Administered operational hours to meet target efficiency expectations. Reduced Overtime by 30%
y r/y r.
Increased warehouse and delivery productivity by 15% implementing standards and practices
expectations.
Reduced warehouse and delivery labor cost y r/y r by 15%.
Former point-of-contact for non-Gallo suppliers and retail vendors.
Regularly reviewed, analy zed, and approved non-Gallo supplier pricing.
DBL Distributing, 2006 " 2007
Distribution Center Inbound-Receiving Manager (Scottsdale, AZ)
Managed receiving and stores department consisting of (4) Supervisors and (75) hourly employ ees.
Was responsible for the scheduling of all inbound LTL carriers.
Controlled all inbound inventory and established placement of product throughout the distribution
center.
Directed the daily processing of over 50,000 pieces of inbound inventory averaging over $1M dollars
of inventory per day . Controlled daily departmental expenditures ensuring budgetary goals were
attained.
Compiled annual budget in terms of logistics providers and monitored their performance.
Led and implemented continuous improvement projects in a transversal way, aiming for improved
performance
in terms of customer satisfaction, inventory turn and logistics cost.
DHL Express, 2003 " 2006
Station Service Manager (Phoenix, AZ)
Managed all aspects of the Overnight Express delivery service operation to ensure optimum
productivity and resource utilization by adhering to strict international import and export
regulations and guidelines.
Provided timely responsiveness to all Customer Service issues as they related to Quality Service.
Pilot location for the DHL Corporations implementation of the ISO 9001 Certification Program.
Dissected operational reports and provided detailed analy sis of Service and Quality indices to upper
management.
Provided proper handling, transportation and consignment of materials, ensuring on time
performance.
Prepared and submitted budget plans as required, including appropriate and timely revisions.
Analy zed, monitored, controlled and authorized all Service Center expenses to meet goals and budgets.
Managed PHX Phoenix, AZ DHL Ramp Operations for all Inbound and Outbound flights, including
weight
and balance, routine audits and adherence to FAA and Air Operations Policies and Procedures.
FEDEX, 1986 " 2003
Operations Manager
Carried out continuing analy sis of Logistics, Sort and Aircraft Operations with Project Engineers.
Worked hand-in-hand with Matrix personnel rep in the application of human resource development
and
policies and procedures. Administered evaluations, performance reviews and recurrent training courses for
hourly employ ees.
Conducted interviews, selection and hiring of Ramp hourly personnel. Was accountable for the weekly
work schedule of over 130 hourly employ ees.
Coordinated FedEx Ground Remediation Plan for the Arizona and Nevada markets.
Front-line Customer Service Liaison with all direct FedEx accounts.
A.M. Lead Manager and Station Hiring Coordinator within a management team of six.
Created work schedules for over 100 hourly employ ees.
Managed daily pick-up and delivery of packages to and from area customers.
Insured all aspects of the Budgetary Business Plan were measured daily .
Coordinated additional vehicle rentals with outside vendors.
Instrumental in improving the y ear-over-y ear packages per Full Time Equivalent (F.T.E.) on-road
productivity .
EDUCATION
Acuity Leadership Institute
Lean Six Sigma and Total Quality Management Certification
FedEx Leadership Institute Courses
Completed on-line course work in Managerial and Leadership applications and strategies.
TQM 'Total Quality Management and QMS 'Quantitative Management Skills certified.
Phoenix Community College, Phoenix, AZ
Major: Business Management. Successfully completed Management and Marketing seminar and internship,
Human Relations in Business and Management and Supervision I and II coursework.
Paradise Valley Community College, Phoenix, AZ
Completed course work for various computer software programs.
Monroe Business Institute, Bronx, NY
Associate in Applied Science, Business
Contact this candidate