Roland Van Ibra

** ******** ***** ~ Brampton, Ontario ~ L6X 0T1

Home Phone 905-***-**** ~ Email: acr03e@r.postjobfree.com

Objective

Bilingual Operations Manager with more than ten years in Warehouse (Distribution centre), Customer service, Inventory Control and Purchasing Operations. Skilled in team building, problem solving, good communications, and Strategy planning. Implementing employee involvement and quality control programs to increase morale and performance. Proven track record of exceeding Customer satisfaction and increase service productivity, quality work, safety and financial goals. Strong communications and research skills, fluent in both spoken and written French and English. Hard working, reliable and adaptable, able to work well under pressure and able to work unsupervised or in a team environment

Qualification Summary

Lead the implementation of the customer service department, Distribution Centre (Warehouse), Inventory Control and purchasing department for Innomar Strategies Inc. Responsible for all GMP Training and Quality Assurance Training. Manage the quality system for good documentation Play an important role for the Innomar wholesale license. Establish CAPA system for Innomar Strategies Inc. Oversee the installation of all equipments or devices in the warehouse. Establish the Heath and Safety committee for Innomar Specialty Logistics department. Set up a return system for all defectives products. Liaison with all pharmaceutical partners.

WORK HISTORY

Motion Specialties General Manager

Feb 2015-Present (contract) Toronto

Position Summary: As a General Manager I am responsible for managing all aspects of the business including financial, HR, Administration, sales, warehouse staff and the service centre. I am responsible to review, develop and implement procedures that enhance our clients experience, improve operational efficiencies and increase revenues by using best practice.

Responsibilities:

Participate as the company’s key leader in the overall development and execution of the strategy plan.

Develop strategies to continually improve individual customer acquisitions and retention.

Maintain customer relationships and ensure customer’s high customer service level.

Forecast revenue levels and establish appropriate target to achieve committed goals.

Establish and implement department policies, goals, objectives and procedures conferring with other management team members as appropriate.

Evaluate employee performance and motivate to achieve peak productivity.

Assist in the forecasting of funds needed for staffing, equipments, materials and supplies.

Full spectrum HR duties including recruitment and hiring of new staff, mitigation and terminations.

Supervise daily transactions, implement corrective actions as deem appropriate

Complete month end and yearly reporting including the completing of commission report, quarterly reports and reporting annual results.

Maintain and exceed overall location sales performance.

Coach the team to support the execution plan and help achieve objectives,

Analyze data and critically asses the business performance.

Responsible for Field technicians and all installations completion for wheelchairs and lift products.

Responsible for the performance of outside sales reps and inside sales support team.

Anticipate opportunities to exceed both external and internal customer expectations.

Manage the day to day operations of the receiving, service department inside and field technicians and productions department.

Shoppers Drug Mart Specialty Health Network Distribution Center Operations and Facility Manager

Mar 2010– Feb 2015 Mississauga, Ontario

As Manager, Warehouse & Facilities I am responsible for providing leadership and managing the day to day distribution operations for a 6 national GMP compliant warehouses for specialty pharmaceutical products including cold chain. Manage the operation of the Customer Service department, Inventory control and purchasing department.

RESPONSIBILITIES:

Responsible to supervise and ensure optimal performance levels for all teams (Warehouse, Customer Service, Inventory and purchasing departments members.

Responsible for day to day operations of the Distribution and warehouse, Customer service department, Inventory control department and purchasing department.

Manage all warehouse operations ( Receiving, storage, picking, packing and shipping)

Oversea the purchasing and vendor’s qualifications activities.

Manage 3PL and all warehouse activities.

Ensure employees understand and comply with company policies and procedures, including health and safety, work attendance, hours of work, meals and breaks.

Provide ongoing supervision, guidance, coaching, and feedback to ensure that all employees perform their job duties and that compliance standards are adhered too and followed,

Conduct interviews with Human Resources to assist in selection of department personnel.

Ensure employees are fully trained and understand the required SOP’s and ROP’s in order to complete their work

Ensure returned items are handled or disposed of in the appropriate manner and that customer reorders or credits are processed timely and accurately.

Responsible for meeting corporate objectives and service levels in accordance to Good Distribution Practices (GDP) and Regulatory requirements

Responsible for Quality and ownership of quality mindset of the department, utilize Quality System to address and execute any regulatory related observations or improvement initiatives to improve efficiency, productivity and customer service satisfaction.

Attention to details and exceptional organizational skills.

Responsible for team development by providing coaching, mentoring and training (GMP, GDP, Compliance, Safety, Transportation of Dangerous Goods, ambient and temperature control products

Lead internal investigations and correct any discrepancies reported Ensure lot number and expiry date tracking is performed in a manner that will allow for the fastest possible response in case of recalls

Plan, implement and coordinate daily deliveries, emergency deliveries; week end and holiday deliveries when necessary.

Ensure all orders arrive at their destination, accurately, on time, in a usable state, and at the lowest possible cost.

Responsible to ensure all appropriate SOPs, ROPs and work instructions are in place for the direction of staff in the performance of their job including the creation of new SOPs or ROPs as required to meet business needs or changes.

Thorough knowledge and understanding of all applicable GMP & Health Canada guidelines and ensure all guidelines are adhered to.

Ensure shipping and receiving functions are performed and adhere to all applicable governing laws & regulations.

Develop, implement and manage to established performance metrics

Ensure high levels of operational efficiency through CPI initiatives

Manage the organization and storage of all products and archived records.

Responsible to ensure the facility and operations equipment is are in safe and clear working order.

Manage all facilities contracts (HVAC, Pest Control, PM for all equipments, Suppliers Contracts, Negotiate all Logistics transportation contract with all major transportation companies, Hydro and all office supplies.

Responsible for all facilities cleaning contract, office furniture and all others purchasing activities.

Develops and ensures implementation of facility and equipment maintenance schedules, in compliance with both SOP and GMP protocols. Ensure employees abide by appropriate Health & Safety / WHMIS guidelines

Lead the Joint Health & Safety Committee. On call, 24/7/365 for emergencies as first contact Respond to and manage the repair of buildings or equipment. Responsible for JHSC acting as co-chair.

Logistics Management

Manage critical relationships with our customer brokerage and other key distribution partners, both internal and external. Ensure that customer needs are met by maintaining a smooth and efficient daily flow of goods. Manage all logistics contracts, transportations and service level agreement

Inventory Management

Work with internal and external supply partners to ensure that sufficient stock is available to meet critical customer needs. Manage staff for all warehouses locations across the country.

Implement systems and procedures to meet all business objectives.

Responsible for inventory level, cycle counts and resolves all inventory discrepancies.

Purchasing Management

Manage the purchasing operation for SHN for all drugs, Medical devices, capital equipments and office supplies. Creating a purchasing function for third-party items, identifying and realizing ongoing savings opportunities through vendor and category analysis and consolidation

Miele Canada Ltd (Manufacture) Bilingual Contact Centre and Warehouse Operations Manager

Nov 2007– Dec 2009 Vaughan, Ontario

Responsible for the day-to-day operation of the contact centre all contact centre management and creation of all contact centre policies and work instructions.

Manage all services, processing and telephone functions in the customer service department.

Ensure that all processes operate according to contractual obligations and best practices to ensure customer satisfaction.

Manage, Coach and lead a team of Customer service representatives and team managers.

Responsible for hiring, training and performance review for the contact centre.

Develop metrics for the tracking of results associated with responsibilities.

Dealing with Escalated calls and ensure all customer service issues are resolved quickly and efficiently.

Develop strong relationship with both internal & external customers to ensure customers satisfaction.

Participate in the design of new Miele Chartered Agency program and it implementation.

Analyze options and provide effective resolutions and guidance for the dept

Evaluate employee performance and set objectives. Create process and procedure for the customer service dept. Manage Ordering, Shipping and tracking of customer’s orders. (Finished goods and parts).

Manage day-to-day operation of the dept. Create all call handling process and Monitoring.

Evaluate employee performance and set objectives. Create process and procedure for the customer service dept.

Manage Ordering, Shipping and tracking of customer’s orders. (Finished goods and parts).

Manage, direct and coordinate field jobs scheduling.

Manage the scheduling of all field technicians and their performance. Set the strategy for the customer service department. Responsible for all PM schedules.

Manage, direct and coordinate field jobs scheduling.

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Logistics Responsibilities

Responsible for all home deliveries appliances and customer satisfaction

Manage all warehouse activities(Receiving, put away, pick, pack and shipping)

Manage all inventory activities for the warehouse.

Manage, coordinate and facilitate all physical inventory count. Manage driver’s performance.

Increase productivity and efficiency for all warehouse associate. Manage the stock level and ensure customer satisfaction. Responsible for health and safety in accordance to provincial and federal requirements.

Manage Ordering, Shipping and tracking of customer’s orders.

Overseeing and managing audit preparation for the warehouse.

Innomar Strategies Inc. (Pharmaceutical Services) Specialty Logistics Operation Manager

Sept 2005-Oct 2007 Burlington, Ontario

Manage the day-to-day operation of: customer service, warehouse and Purchasing department.

Build the specialty logistics team from start. Responsible for hiring and training of all new employees (customer service, warehouse and purchasing).

Coach and lead a team of Customer service Representatives.

Responsible for the creation of all SOP (Standard operation procedure) and work instruction.

Develop metrics for the tracking of results associated with responsibilities.

Dealing with all related customer service, warehouse and purchasing issues in accordance with GMP.

Ensure all issues of customer service are resolved quickly and efficiently.

Responsible to ensure that all PM are done according to the manufacture requirements for all warehouse equipments.

Manage and track the release of all products as per QA requirement.

Manage the warehouse inventory. Ensure the cycle count is correctly managed.

Responsible for the implementation of ERP system for Customer service and warehouse department.

Responsible for managing the budget of the Specialty Logistics department.

Liaison with Health Canada and all partners. Set goals and strategy for the departments.

Assist the director of operations with all internal and external audits.

Managing the process of receiving, stocking, shipping, and picking of Products.

Deal with Pharmacies to arrange patient treatment and schedule visit.

Manage, coordinate and facilitate all physical inventory count. Manage the costs and expenses and implement cost reduction methods. Increase productivity and efficiency. Coordinate all consumables for all field nurses.

Manage the stock level and ensure customer satisfaction.

Responsible for health and safety in accordance to health Canada requirement and WHMIS

Manage Ordering, Shipping and tracking of customer’s orders. Manage RMA process and quarantine process.

Overseeing and managing audit preparation for the department. Manage the relationship with all pharmacies and manufacture. Responsible for the warehouse temperature monitoring system.

Responsible for the department budget and all maintenance related to the building.

Responsible for the service level and customer satisfaction.

Manage the implementation of ERP for the warehouse and implementation of bar code scanning for receiving, picking and shipping. Ensure compliances for all warehouse policies and work instructions.

Responsible for inventory management systems. Responsible for managing inbound and outbound couriers activities. Responsible for the contract with FedEx and management of shipping equipments.

Vasogen Inc (Medical Device) Manager, Customer Service & Warehouse Operation

Feb 2002 – Aug 2005 Mississauga, Ontario

Logistics

Manage, coordinate and facilitate all physical inventory count.

Oversee distribution operations within budgeted guidelines while providing optimal service to customers

Manage two locations within the guidelines of the collective agreement while maintaining open lines of communication with management. Accountable for establishing the annual operating budget.

Lead the Health and Safety program to sustain a safe and enjoyable working environment.

Create, develop and implement KPI’s and new methods to improve processes and reduce costs.

Maintain regular equipment and facilities Maintenance costs. Assign responsibilities between supervisory and clerical staff. Participate in management meetings as well as prepare and complete all necessary reports.

Responsible for health and safety in accordance to health Canada requirement.

Manage Ordering, Shipping and tracking of customer’s orders. Manage RMA process and quarantine process.

Overseeing and managing audit preparation for the warehouse. Responsible for the management of the entire warehouse operation. Responsible for the management of: receiving, shipping, storage, cycle counts.

Manage the implementation of ERP for the warehouse and implementation of bar code scanning for receiving, picking and shipping. Ensure compliances for all warehouse policies and work instructions.

Responsible for inventory management systems. Responsible for managing inbound and outbound couriers .

Customer Service

Responsible for the set up of the customer service department.

Manage the customer service department with team in: Toronto, Montreal, Poland, Germany, Israel, Denmark and Ireland.

Coach, train and lead a team of Customer service Representatives.

Responsible for the creation of all SOP (Standard operation procedure) and work instruction used by the

customer service department.

Develop metrics, objectives, goals and strategy for the Technical service and customer service.

Monitor reports to ensure that quality, production and retention standards for the customer/ technical service

Resolve customer issues that are beyond the scope and authority of the customer service supervisors.

Point of contact for all warranty escalated issues related.

Responsible for the performance of the department.

Champion the customer service strategy and run rapport to evaluate the field service quality and production.

Create and develop strong relationship with both internal & external customers to ensure customers

Satisfaction.

Participate in meeting with all dealers and biotech to ensure quality and customer satisfaction.

Manage the implementation of ERP system for Customer service department. Analyze options and provide effective resolutions and guidance for the dept. Support all clinical trial sites for all Blood treatment unit issues.

Outsourcing new products and provide training to the csr’s. Manage day-to-day operation of the dept.

Responsible for the department QA. Provide feedback to Customer Service Representatives.

Evaluate employee performance and set objectives. Create process and procedure for the customer service dept. Responsible for managing the order to cash process.

Manage the order fulfillment process, RMA process and quarantine process.

Oversee and manage audit preparation for customer service and quarantine process. Ensure that GMP is

followed by everyone. Maintain CAPA system for Vasogen Inc. Responsible for all customer service metrics and reporting. Participate in management strategy meetings.

Maintain all PM for all medical devices in the field. Manage all technician workload and schedule

Responsible for all dispatching and jobs distribution for all field techs (internal and third party tech-GE techs)

VitalAire Healthcare Manager Customer Service & Supply chain

March 1999 - Feb 2002 Mississauga, Ontario

Warehouse

Overseeing the distribution services, such as shipping & receiving, storing, handling of returned and/ or damaged goods. Manage the costs and expenses and implement cost reduction methods for the warehouse operation.

Increase productivity and efficiency. Manage the stock level and ensure customer satisfaction.

Ensuring products are safely delivered to customers in a timely and cost-effective manner.

Ensuring that all safety regulations are followed.

Implementing processes for improving costs and efficiencies in the warehouse and transportation operations

Provide leadership to a team of 22 warehouse clerk.

Oversee distribution operations within budgeted guidelines while providing optimal service to customers

Manage two locations within the guidelines of the collective agreement while maintaining open lines of communication with management. Accountable for establishing the annual operating budget.

Lead the Health and Safety program to sustain a safe and enjoyable working environment.

Create, develop and implement KPI’s and new methods to improve processes and reduce costs.

Maintain regular equipment and facilities Maintenance costs.

Directing programs that will ensure the safety of all employees, equipment and property.

Overseeing and managing audit preparation for the warehouse.

Ensure compliances for all warehouse policies and work instructions. Responsible for inventory management systems. Responsible for managing inbound and outbound couriers activities.

Responsible for the contract with UPS and management of UPS equipments

Customer service

Manage the customer service department. Coach and lead a team of Customer service representatives.

Develop metrics for the tracking of results associated with responsibilities. (KPIs)

Responsible for planning, coordination and management of day-to-day operation of the department to ensure the delivery of broad range of services. Ensure timely resolution for escalated issues relating to service. Ensure accountability is taken for mistakes made. Responsible for creating efficiency and provide value service to our customers.

Manage back orders, approve credit and ensure that orders are delivered on time.

Dealing with suppliers in regard to new products and medical device Licence. Manage all recall and dealing with Health Canada. Expediting orders and working very close with Distribution center. Outsourcing new products and provide training to the customer service representative.

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AXXENT Communications Inc. (Telecom) Bilingual Client Service Manager

August 1994 – Feb 1999 Toronto, Ontario

Responsible for the service delivery of all service to the customer according to the service agreement level.

Manage a team of 8 client services Rep. Manage customer profitability and business growth.

Dealing with customer escalations regarding service and delivery to ensure customer’s satisfaction.

Train new reps (sales and Retention) with new techniques to ensure productivity.

Evaluate employee performance and set objectives. Agreed on Service level.(Clients: Bell Canada, RIM)

Clearnet PCS Inc. (Wireless) Bilingual Supervisor Call Centre

August 1992 -July 1994 Toronto, Ontario

Coach and lead a team of Customer service Representatives. Develop metrics for the tracking of results associated with responsibilities. Assist with escalated complaints from customers. Assist with all Call Centre Trouble Tickets functional duties when required. Ensure all Trouble Ticket issues are handled quickly and efficiently

Resolve billing disputes with customers wanted to speak to a supervisor. Analyze options and provide effective resolutions. Dealing with escalation calls from customers. Responsible for 15 Reps

Sprint Canada Inc. (Telecom) Bilingual Customer Care Associate

February 1990 - August 1992 Toronto, Ontario

Promote and sell Sprint Canada products and services. Resolve billing disputes and collect on delinquent accounts

Account Receivable and collection of overdue accounts. Update of overdue accounts if paid.

Data collection for new customers. Taking and Tracking Orders. Billing and Accounts receivable tasks

Software Used: SAP, AS/400, QAD (ERP), Adonix (ERP), Lotus Notes, Outlook, Microsoft Office

EDUCATION

PrimeTech Institute North York, Ontario

Software Programming/Engineer November 2000 – June 2001

- C / C++ Programming, - Power Point, - Visual Basic - Window NT, 95 and 98& 2000

- Word Perfect - Logic Concept Programming - Excel and Access 97 & 2000

-Java Applets / Programming

Sorbonne University Paris, France (Political Science)

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