Customer Service Sales

SCOTT GIBSON

** **** ***** **** **** Hill, Pennsylvania 17011

717-***-**** *******@*******.***

OPERATIONS MANAGER GENERAL MANAGER

Dynamic, dedicated and versatile management professional, with a wealth of experience propelling corporate performance and profitability through expert operations direction and client/vendor relationship management. Skilled in tracking meticulous detail in challenging tasks despite demands of fast-paced and deadline-driven work environments. Critical thinker, with significant strengths in managing multiple simultaneous projects. Routinely exceed expectations through creative problem-solving and superb time management abilities. Results oriented, with exceptional interpersonal, troubleshooting, negotiation and issue resolution skills with all levels of staff, management, customers and suppliers. Highly effective in building, leading and mentoring cross-functional teams to meet and exceed organizational goals. Focused decision-maker, talented in strategic analysis and planning, adept at managing priorities and committed to delivering the highest degree of customer service.

PROFESSIONAL SKILLS

Operations Management Logistics & Scheduling Budgets & Cost Control Account Management

Shipping & Receiving Purchasing & Inventory Control Policy/Procedure Development & Enforcement

Warehouse Operations Quality & Safety Assurance Process & Performance Improvement Documentation & Reports Strategic Analysis & Planning Team Leadership, Training & Motivation

Collaborative Teamwork Corporate/Interpersonal Communication Troubleshooting, Negotiation & Conflict/Issue Resolution Client/Vendor Relationship Management Employee Relations Customer Service, Satisfaction & Retention

PROFESSIONAL EXPERIENCE

LEZZER LUMBER, Harrisburg, Pennsylvania 2013 to present

Lumber dealer selling lumber, roofing, millwork and various related products to the professional trade. Annual sales of $16million.

Assistant Manager

Supervise all facets of daily operations including sales, scheduling, shipping & receiving.

ADVANCED SASH & DOOR, Mechanicsburg, Pennsylvania 2012 to 2013

Retail millwork dealer selling windows, doors, skylights, hardware, entry trim, decking and railing to homeowners and contractors. Annual sales of $3.5 million.

General Manager

Directed all daily operations, including order placement/tracking, purchasing, and staff scheduling, training and supervision. Coordinated all retail install projects with customers, warehouse and installers. Addressed phone and e-mail order status inquiries. Enforced highest customer service standards and ensured compliance with company policies and procedures. Resolved all staff, customer, supplier, shipping and corporate management issues.

Created worksheets and procedures for sales people to insure consistency and eliminate errors in estimating sales projects.

SCOTT GIBSON

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LIGHTSTYLES, LTD, Pennsylvania & North Carolina 2001 to 2012

Millwork distributor, selling windows, doors and related hardware to dealers and home centers, with annual sales of $45M.

Director of Operations, Carlisle Pennsylvania 2006 to 2012

Oversaw all facets of daily operations, including order fulfillment and tracking, shipping/receiving, purchasing, inventory control, staff supervision and scheduling. Provided timely and accurate response to customer phone and e-mail order status queries as well as inquiries from outside sales staff and architectural representatives. Mentored inside sales personnel to enhance productivity, product knowledge and customer service skills. Ensured compliance with company policies and procedures. Developed and maintained productive client & vendor relationships. Reconciled any staff, customer, vendor or management concerns.

Stepped in at management request to successfully turn around a negative situation filled with client complaints, working closely with the entire staff to significantly improve response time/accuracy and utilizing interpersonal communication skills to retain and strengthen customer relationships.

Territory Manager, Charlotte, North Carolina 2001 to 2006

Expanded sales/market penetration through calls to existing dealers and potential customers (dealers, home centers, builders and architects). Conducted an array of product demonstration/ training seminars. Provided comprehensive quotes/proposals based on client blueprints. Traveled with dealer clients to support builder sales presentations. Negotiated/closed sales and furnished ongoing client support.

Boosted annual territory sales from $250K to $1.4M in a relatively new market through in-depth product knowledge and client relationship management.

DELMARVA SASH & DOOR, Barclay, Maryland 2000 to 2001

Distributor of windows and doors for the residential new construction, remodel/replace and commercial marketplace, with approximately $60M in annual sales.

Door Plant Coordinator

Monitored and facilitated daily operations to ensure quality & safety compliance. Processed orders for interior/exterior doors. Supported/supervised all administrative functions and furnished plant-wide troubleshooting and issue resolution as needed.

Instrumental in the configuration and launch of the firm’s new DMSI distribution system.

THE DOOR & WINDOW COMPANY DISTRIBUTION CENTER, Mt. Wolf, Pennsylvania 1997 to 2000

Inter-company distribution center handling delivery of $25M in annual deliveries of windows and doors to 33 lumber yards and 6 retail storefront sites.

General Manager

Directed all daily operations, including order placement/tracking, shipping/receiving, purchasing, inventory control and staff scheduling, training and supervision. Addressed phone and e-mail order status inquiries. Enforced highest customer service standards and ensured compliance with company policies and procedures. Resolved all staff, customer, supplier, shipping and corporate management issues.

Revived a previously highly contentious inter-departmental working relationship between the distribution center and lumber yards through advanced conflict resolution skills.

Accomplished the highest rate of profit sharing for the division in the company’s history as of the year 2000.

Served on the advisory committee to implement the company’s new SAP automated system.

Early Career (details on request):

Vice President, Operations, Berg Products Corporation, Baltimore, Maryland ($14M millwork dealer)

SCOTT GIBSON

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EDUCATION / ADDITIONAL TRAINING

Coursework, Accounting

Benjamin Franklin University, Washington, DC

Hiring & Firing Legalities Training Course

COMPUTER SKILLS

Microsoft Office (Outlook, Word, Excel), SAP & DMSI,

various vendor material quoting systems

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