Manager Customer Service

GERARDO RIVERA

*** **** ******, ******, ** ***** 312-***-**** ********@*******.***

SUMMARY OF QUALIFICATIONS

•Over 9 years leadership and management experience as an Officer (Lieutenant) in the United States Army and enlisted.

•Supervisory experience in logistics with 5 years with Fed Ex, property accountability, shipping, and receiving for military and civilian companies.

•Skilled in problem solving, adapting to stressful situations, managing multiple tasks, lean projects for cost saving and efficient solving issues and working with a diverse population.

•Experienced in using a wide variety of teaching methods including demonstration, lectures, hands-on, leadership training and performance improvement, coaching, teaching and mentoring.

•Managed plant production to ensure the highest standard of safety, most cost effective operation, and maximum productivity from employees.

EMPLOYMENT HISTORY

Operations Manager, Home Depot, Joliet IL March 2014- Present

Responsible for startup of a 3rd shift, worked multiple shifts weekends, 2nd and 3rd shift.

In charge of multiple Departments Inbound, Replenishment and Put away and Outbound.

Ensure the successful planning, coordination, and execution of the long and short-term production and labor plans for a 1.7M plus square foot Distribution Center.

Manage to ensure operational excellence in all warehouse areas, efficient operations of warehouse management systems and related equipment, inventory is received appropriately and efficiently and safely processed in the warehouse, proper layout of warehouse and product placement, and organization of all warehouse areas so that its appearance is conducive to creating a perfect load for our store and customers.

Evaluate the effectiveness of and recommends alternatives for procedures, controls and staffing to achieve accurate and timely movement and processing of product; manage to ensure warehouse layout is optimally aligned for maximum efficiency as seasonality and inventory needs require.

Manage relationship with third party logistic onsite delivery or transportation agent for all outbound loads, review transportation carrier performance with transportation Associates

Partner with transportation and vendor compliance to identify flow related opportunities including gate to gate, order day management, and inbound scheduling. Partners with building leaders to plan the daily inbound receipt flow in order to optimize building flow, sequencing, and balance.

Ensure a culture of safety throughout the organization by following safety policies and procedures, monitor DC safety, physical security and operational metrics on a daily, weekly and monthly basis

Transport Manager, Pepsi Bottling Corporation “PepsiCo”, Chicago, IL October 2012- March 2014

Responsible for all outbound trailers, for the Oshkosh, WI, and Chicago, IL plants, which supplies all Pepsi products throughout Illinois and Wisconsin.

Coordinate up to 100 outbound trailers through Private Fleet and Common Carrier Fleet.

Manage 17 drivers, who drive over 28,000 miles a week and who have been accident free.

Ensure all drivers adhere to all DOT regulations and food safety transportation guidelines.

Improved ship to schedule from 93% to 97% to ensure on time delivery.

Track and report on key compliance metrics across Pepsi Transportation network in fuel, labor, and maintenance on 21 trucks and over 100 trailers.

Responsible for prompt delivery of all raw materials (cans) by maintaining a rigorous weekly schedule to ensure that production is uninterrupted.

Lean projects for line loads and Warehouse set up.

Ensure all loads are covered so there is no out of stock product in Illinois and Wisconsin.

Coordinate with Warehouse to ensure all loads are load before nightly cut off.

In charge of the pick-up of 60 loads a week of Raw Material (cans) for production and packing.

Negotiate with Common Carriers for Pepsi on 2 annual bid process and award percentages to provide Pepsi high quick, reliable and cost efficient delivery services across the Pepsi network.

Also negotiate special bids for special coverage of varies locations outside Chicago service area for new product, extreme weather and production issues.

Help train and demonstrate best methods for Transport Department across Pepsi Network.

Build strong working relationships with multiple Common Carrier, Raw Material vendors and potential backhaul vendors.

Manufacturing Resource, Quaker “PepsiCo”, Bridgeview, IL June 2011- October 2012

Responsible for up to 50 employees to include Processing, Pouching, Warehouse and Packing.

Drive activities to deliver KPI’S, execute flight plans and Integrated Business Plan(IBP) while simultaneously improving business unit performance TE, TPM, and uptime while ensuring safety

Ensure all products produce passes all AIB, F22K, and all FDA requirements

Coordinate with Planning Department on Production schedule to meet volume demands to all DC.

Monitor departmental budgets to ensure spending is within budget plan for each period.

Conducted and tracked development and coaching sessions with reports. Also responsible for administering performance, attendance, and behavior discipline to reports.

Scheduled execution of equipment PM’s and master sanitation for respective departments. Conducted bi-weekly sessions to identify equipment defects, and enforce principles of 5S throughout facility.

Responsible for the Lean project of a waste tracking program to identify and eliminate waste

Lead of FI team to decrease one of the main customer complaints with our product.

Production Manager, Alsco Services, Chicago, IL August 2010 June 2011

Hired to aid Operations manager to turnaround plant productivity while being trained to become the next Operations manager by being responsible for 2 supervisors and 93 hourly union employees.

Execute daily labor and plant decisions, resulting in the plant running on schedule, without overtime, for the first time in years.

Responsible for the increase in overall productivity by 21% from 75% to 96%, by holding employees accountable to job standards; for the decrease in labor from 16.5 to 15.5, resulting in $15,000 in savings per week; and for cutting overtime by 75% from the prior year.

Production Manager, Aramark Uniform Services, Chicago IL, July 2007 Aug 2010

Production Supervisor, Aramark Clean room Services, Burr Ridge, IL

Managed a diverse multi-shift, union-based production, operation at the company’s “flagship” facility, which is Aramark’s single largest facility with “operations under one roof”, and third largest facility in volume. Responsible for 165 hourly employees, several team leads, and shift supervisors .

Controlled cost of material, direct/indirect labor, and equipment, in accordance to budget. Eliminated overtime by 75% and finished every year below plant cost. Maintained high quality standards for garments, and other goods, with a continuous focus on providing outstanding customer service.

Coached employees to improve their performance. Unearned was less than 3%. Held employees accountable for production efficiency, presentable uniforms, compliance to plant rules, maintain quality standards, and general cleanliness of work spaces. Briefed team leads and shift supervisors daily.

Developed effective management/labor relationships with union representatives. Participated in labor negotiations. Represented Aramark, in court, for unemployment and workman’s compensation claims.

EDUCATION

University of Illinois at Chicago, Chicago, Illinois 2002 Bachelor of Science

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