Customer Service Management
Resume:
Res: 905-***-****
Email: ***********@*******.***
Arun Dutt
Summary:
An individual with extensive experience in logistics Operational Management who is capable of working
in a fast paced demanding environment. Utilizes creativity, strong leadership and teamwork to design
and execute solutions that create customer value. Always maintains a positive attitude and handles all
responsibilities in a professional manner. Is highly trustworthy, discreet and knows how to build strong
relationships with internal and external stakeholders. Would be an asset to any organization seeking
someone who can make a positive contribution.
Key Strengths:
• Excellent interpersonal skills and customer focused
• Ability to work equally well in a team or alone
• Detail minded and analytical
• Ability to multi-task without losing focus
• Highly adaptable with a broad range of transferable skills
• Proven performance, results oriented attitude
• Strong oral and written communication skills
• Ability to lead, train and motivate others
• Excellent troubleshooting and problem solving skills
Core Competencies:
• •
Performance evaluation Training/mentoring
• •
Inventory control Resourceful
• •
Budgeting Consistent/reliable
Areas of Expertise:
• Operations Management: warehouse and distribution, reverse logistics (service vendor
management), purchasing and materials, inventory control, financial analysis and inventory
reporting, customs and transportation
• Software: extensive use of SAP, AS400, Microsoft Word, Excel, PowerPoint, Access, Outlook, and
Office Procedures
• Other: internal process improvement, budget planning and development and key performance
indicators (KPI’s)
Accomplishments: Cost savings realised and improved efficiencies due to logistics training program
• Created and successfully led the Operations team with alignment to corporate mission, vision and
value
• Started inventory control group, loss prevention and tracking of movement of products while reducing
pilferage from 3% to 0.05% (cost savings 500K)
• Consolidated and centralized Operations data, records, process and procedures (cost savings 400K)
• Created and implemented: inventory cycle count module and process which reduced stock outs from
12% to 1% (inventory accuracy of 99%), physical inventory process and procedures, moved away
from quarterly inventory taking to annual counts which helped to reduce stock from 24M to 10M by
JIT approach, systems generated receipts labelling program reflecting to PO’s (cost savings 100K)
• Developed and handled client process requirements and budgets for all warehouses across Canada
• Extensive experience in handling a variety of different clientele through various levels of
communication, from internal team, to peers, to senior level VP’s, to independent contractors
• Maintained and controlled inventory, data, records, audits and internal processes and procedures for
several warehouses and exceeded company goals and objectives
• Redesigned and reduced warehouse space by centralizing the distribution centres
Professional Experience:
SAFWAY SERVICES CANADA 2013-2014
Operations Manager
• Manage the overall operation of the construction business within the GTA
• Provide leadership and manage the work activities of direct reports and other branch employees
• Develop and continuously monitor personal performance management plans
• Plan, priotize and schedule daily work load in accordance to current customer orders, arrival notices,
customer returns and customer service
• Supervise and coordinate inventory management activities to maximize equipment usage and rates
• Provide for timely and accurate pickup and delivery of inventory exceeding customer deliverables
• Process inventory reporting, balance inventory levels and coordinate inter-company inventory
movement to meet customer needs. Control inventory levels to reduce costs while fulfilling customer
orders
• Maintain continuous contact with customers and field personnel to reconcile service requirements
with available materials
• Manage and supervise warehouse/yard activities to attain high levels of customer satisfaction. Make
changes or alter the work schedule to deal with shifting priorities
• Manage company fleet and outsource of transportation need using corporate biding system.
Schedule drivers and warehouse personnel, consistent with production requirements
• Supervise equipment maintenance efforts to maximize equipment availability. Schedule delivery
truck, moffat, crane and forklifts fleet preventive maintenance. Coordinate daily safety checks and
reporting
• Manage customer service related activities. Review sales staff generated material lists for accuracy
and missing items. Provide for count accuracy for inbound and outbound shipments.
• Manage systems transaction processing in timely manner and remedy to equipment shortages
• Perform daily safety meeting prior to work deployment. Continuous improvement for health and
safety issues.
• Vendor management and procurement
• Represent as management health and safety representative for the branch
• Human Resources: includes but not limited to interviewing, hiring, firing, and training employees,
appraising performance; rewarding and disciplining employees, addressing complaints and resolving
problems
UTI CANADA CONTRACT LOGISTICS INC. 2011-2012
Operations Manager
• Planned the daily work schedule by reviewing existing work orders, arrival notices and customer
service
• Reviewed pending job trends, planned for reorganization of warehouse space and needed changes
in levels of supplies, equipment and staffing needs
• Managed the shipping and receiving in accordance with company procedures to ensure that all
freight could be accounted for
• Provided for inspection of incoming and outgoing merchandise against order and delivery paperwork
and specifications
• Managed cycle counts to ensure accordance to corporate procedures; reported all variances as
required
• Handled risk management which included shipment delays, client dissatisfaction and employee
problems
• Assessed priorities based on time sensitivity and available resources
• Improved the efficiency of the operation by providing a work environment that engendered positive
energy, creativity and teamwork among employees
• Set policies in the workplace to ensure effective implementation and adherence among every
employee in the organization
• Recruited, developed, supervised and evaluated employees and their job performance
• Collaborated closely with regional and local staff to coordinate account activities
• Provided guidance and coaching to distribution team including end-user departments
• Delivered results by leveraging the skills of the right people at the right time
• Maintained high degree of motivation in team members to retain focus of providing highest levels of
customer satisfaction
TELUS CORPORATION, Toronto, ON 2000-2011
Manager, Warehouse & Distribution
• Managed the following teams: Purchasing/Procurement including vendor management; Inventory
and inventory control; Financial inventory – General Ledger vs. Sub-Ledger; Master materials and
data setup; Reverse logistics/customer repairs; Warehouse and Distribution; Logistics
(Transportation); Customs
• Led Operations team to deliver required production meeting targets, budget or defined KPI
• Managed production, forecast variances, and seasonal fluctuations ensuring effective execution in
considerations of targets and plans
• Provided accurate analysis of data and information to determine the best solutions and allocation of
resources
• Continuous production efficiencies to achieve better results with cross functional training and team
approach
• Developed and implemented daily, weekly or monthly plans based on pre-established parameters for
various departments; managed, prioritized and executed workload accordingly
• Developed team members with continuous effective coaching; promoted open communication and
teamwork
• Built internal and external business partnerships for achieving common goals
• Prepared month-end reporting and graphical presentations for inventory summary, ageing,
reconciliations for sub-ledger to general ledger, audits of general ledger transactions to transaction
history and reserve logistics analysis reports
• Worked closely with operations team to design, develop and implement processes that ensured
timely and accurate real time transaction reporting
• Ensured compliance with all regulatory, safety, material handling and housekeeping policies
• Planned and designed inventory storage areas and bin location plan; managed physical security and
condition of inventory to support engineering and distribution and assured maintenance of safe, neat
and organized work place
• Ensured accurate measurement of productivity and efficiency relating to accuracy and service levels
• Analyzed and accounted for reports on expenses, compliance, flow of products and return to vendor;
controlled shortage and loss ensuring all loss prevention standards were promoted and complied
with in the company
• Led Health and Safety Committee, acted as site contact person and Chief Emergency Warden
FEDERAL MOGUL CANADA LTD, Vaughan, ON 1987-2000
Senior Inventory Analyst (Operations)
Education:
Schulich School of Business, York University
• Masters Certificate in Supply Chain and Logistics Management (current)
• Executive Program in Supply Chain and Logistics Management (2002)
Ryerson University
• CGA (Second Level)
Academy of Learning College
• Financial Assistant Diploma
References supplied upon request
Contact this candidate