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Manager Customer Service

Avon Lake, Ohio, United States
December 29, 2015

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I would like to join an organization where positive employees and leaders move the business forward while contributing my experience and education.


Results-oriented senior production and supply chain operations professional with more than 15 years of experience successfully managing operations within a distribution company, one being a Fortune 200 Company.

Experience includes:

•Change agent taking over an underperforming production operation and reengineering processes and procedures using lean concepts, leadership, and team-building to bring performance up to customer expectation.

•Managing a production/assembly operation in an ISO certified facility with annual sales of $200m serving the United States and Canada.

•Managing supply chain operations and strategy supporting a value-added center as well as drop ship and ship-from-stock distribution for our largest brand with annual sales of $1.5 billion in the United States and Canada.

•Participate in and lead cross-functional teams including finance, sales, marketing, and customer service for continuous improvement efforts in a dynamic environment.

•Manage up to 5 managers and total staff of 82.

•Lead inventory management team through systems transition while implementing ERP demand planning and purchasing.

•Select, manage, and measure suppliers and their respective performance.

•Create and manage request for proposal (RFP) process to mitigate obsolescence.


- Making production operations more efficient and profitable.

- Lean and Six Sigma project participation.

- Change management.

- Corporate level procurement.

- Production process management of teams including Engineering, Customer Service, Production Scheduling and Quality Control.

- ISO 9001 requirements.

- Inventory and supplier key performance indicator (KPI)metrics.

- Supplier management, negotiation and relationships.


Inventory Manager

Dealer Tire, LLC.

August 2011 – December, 2015

Cleveland, Ohio

Responsibilities included:

- Communication and planning with tire manufacturers to maximize in stock, fill rates, and strategic forecasting and planning.

- Developing and executing winter assembly production and supply to meet the requirements of key customers such as Audi, BMW, Volvo, Jaguar/Land Rover, Nissan Mercedes Benz, and Toyota in both the U.S. and Canada.

Inside Sales Operations Manager

Agilysys, Inc.

October 2010 – January 2012 (1 year 4 months) Solon, Ohio

Responsible for a Team of 12 Operations Specialists.

Duties include:

- Order management cycle from order receipt to post sales issues.

- Effectively define revenue recognition on a monthly and quarterly basis.

- Supplier relationship management.

Director of Operations, IBM Inventory Operations

Arrow Electronics

November 2006 – March 2010 (3 years 5 months)

$4.9 Billion Electronics Value-added Distribution Company

Senior Manager; Procurement Operations

2006 - 2010

-Definition of inventory strategy.

-Process reengineering.

-Supplier management and evaluation.

-Financial management of inventory operating expense.

-Production center supply.

-Use of dashboards, balanced scorecard, and key performance.

indicators related to inventory management such as turns, fill rate, and average age of inventory.

- Lean Six Sigma continuous improvement, cross-functional team, process improvement.

- Sales & operations planning collaboration.

Production Operations Manager: IBM Industry Standard Servers, Storage, HP Unix

Agilysys, Inc.

January 1999 – January 2006 (7 years 1 month)

Managed a team of up to 82 employees with 5 managers in an ISO 9001 certified, value-added computer integration center. Promoted as change agent to turn around an under-performing systems integration operation. Also responsible for controlling costs through pro forma profit and loss analysis.

Quality - Improved first pass quality from 53% to 94% through process improvement, training, team building and compensation management.

Performance Improvement - Improved on time delivery metric from 44% to 97% through process improvements related to procurement, scheduling, production, and cross company collaboration.

Employee Optimization - Increased utilization by 37% through process improvement, training, automation, and production innovation.

Product Evaluation Center Manager

Pioneer-Standard Electronics

July 1997 – November 1999 (2 years 5 months)

Managed evaluation center created to allow potential customers to test and benchmark new system solutions.

Eliminated obsolescence cost related to evaluations through optimizing the use of vendor lease programs. This reduced the cost of obsolescence reserve by approximately $1.3m per year.

Corporate Product Specialist

Pioneer-Standard Electronics

July 1995 – July 1997 (2 years 1 month)

Management of procurement for assembly operations including HP and IBM product lines.

Collaborate with suppliers to optimize supply while minimizing inventory cost and quantity.

Work on cross-functional teams to mutually control or lower costs while improving throughput in the supply chain.

Quality Control Manager

First National Supermarkets: Maple Heights, OH

(June, 1988 – July, 1995)

Field Service Manager

Syntech International: Cleveland, OH

(September, 1985 – June 1988)

Field Service Technician

Syntech International: Cleveland, OH

(August, 1982 – September, 1985)

Education & Credentials

MBA: Ashland University – 2003: Summa cum laude

BAA: Cleveland State University – 1995: Summa cum laude

Six Sigma Green Belt: 2008

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