Customer Service Manager

Russell S. Parris

**** ********** **, ******** ** 77584 ***********@*****.*** 404-***-****(C)

PROFESSIONAL EXPERIENCE

DISTRIBUTION INTERNATIONAL, Houston, TX 2014 - Present Director of Manufacturing, Distribution International (2014 - Present) Full P&L responsibility for a $40M multi-business unit, which includes DI’s corporate manufacturing facilities. Also provided consultative support to DI’s small market facilities across the enterprise. Tasked with creating and implementing foundational manufacturing strategies to streamline processes around technology upgrades, lean production principles and quality management systems. Financial Highlights:

• Grew manufacturing revenue YoY 23% without greenfield expansion through the introduction of new technologies, streamlining manufacturing flow and better utilization of existing equipment.

• Outperformed Manufacturing EBITDA budget expectations by $1.3M during Q’1/Q’2 2016.

• Created cost savings across 3 businesses of $1.28M in 2015 through labor reductions and increased material yield.

• Reduced raw material and WIP inventory in 2 facilities to increase working capital by $2.7M in 2015. Operational Highlights:

• Developed a set of financial and service metrics to create visibility around Key Process Indicators and track performance improvements.

• Rolled out a comprehensive Quality Management System to align with ASTM and standardize production output.

• Introduced lean production concepts including visual floor management, 1 piece flow and 5S to overcome long standing batch and queue production to reduce WIP from 5 - 2 days.

• Introduced communication and production scheduling techniques to reduce production lead times from 5.2 days to 1.8 days.

COSENTINO NORTH AMERICA, Atlanta, GA 2007 - 2013

General Manager, Stone Systems of Atlanta (2010 - 2013) Accountable for all financial, operational, sales and service components for a $7.5M countertop fabrication and installation business with 29 associates and 15 contract employees.

• Led the integration of this newly acquired business into Cosentino NA. Streamlined processes and aligned systems with corporate structure. Transitioned business model from distribution/fabrication to solely fabrication. Spearheaded revenue diversification strategy into production builder and commercial segments in order to replace distribution revenue.

• Attained 129% of DPO for exceeding operational and financial metrics in 2012.

• Successfully created customer partnerships with multiple businesses incrementally growing sales by $2 million while simultaneously reducing operational costs by $150,000 during fiscal years 2011 and 2012.

• Gained incremental production throughput of 50% and additional fabrication revenue of $1.4 million during FY’11.

• Grew Home Center business 4% in 2011 vs. 2010.

• Continually maintained “Best in Class” customer service surveys in this segment. National Account Manager (2007 – 2010)

Managed Cosentino’s $150 million Silestone countertop category through The Home Depot sales channel, including negotiation of promotions and pricing, development of retail marketing and training strategies, and the launch of new products and services.

• Rolled out largest supplier led in-store countertop kitchen display reset impacting over 1000 stores and 1800 displays resulting in a 33% increase in displays of Silestone across the U.S.

• Created and distributed an extensive in-store training program to enhance the sales associates’ product knowledge and selling abilities.

• Initiated a performance scorecard that provided all Silestone fabricators with specific metrics enabling each business to focus on addressing their opportunities and achieving more sales.

• Led a new product launch in 2000 stores creating $15 million in sales for a niche countertop offering. THE HOME DEPOT, Atlanta, GA 2002 – 2007

Manager Business Operations (2006 – 2007)

Led a team of business analysts to streamline and support in-store tactical processes, including inventory flow, inbound logistics and recovery solutions, IT upgrades, productivity requirements and daily store operations. Accountability for $17.5B annual inventory movement through 1922 stores.

• Successfully implemented “Top Selling SKU” process to 1922 stores: an IT solution which prioritizes the top 2% of skus that drive 35% of the monthly revenue, enabling associates to proactively replenish and recover more effectively.

Store Manager, Huntsville, AL (2004 – 2006)

Accountable for all financial, customer service, safety, and operational components for a $20M retail business with 100+ associates.

• Attained all controllable operating metrics during FY’04 and FY’05.

• Led a historically underperforming store to reach comparable sales growth of 8% during FY’05 and 11% during FY’06.

• Achieved an 80% Employer of Choice rating, exceeding company average by 16 percentage points.

• Outperformed “Voice of Customer” metrics to achieve the highest level of customer service.

• Selected, attended and passed the District Manager Assessment Competency Forum. Store Leadership Program, Atlanta, GA (2002 – 2003) Completed 18-month leadership rotational program in operational and functional business areas.

• Instrumental in the launch of a national services program for the At-Home-Services business group. Conducted in depth analysis of potential program including financial ROI, market penetration and sourcing requirements.

KOHLER COMPANY, Kohler, WI 1999 – 2002

Certified Six Sigma Black Belt (2000 – 2002)

Chosen as 1 of 15 initial Six Sigma Black Belt candidates to undergo intense statistical and business improvement training. Certified as Six Sigma Black Belt. Applied the DMAIC methodology to Kohler’s Supply Chain Management objectives.

• Completed five Six Sigma projects with net savings of $3 million. Highlights included streamlining interplant logistics; providing direct ship capabilities to customers; building pull systems from suppliers to Kohler manufacturing facilities; and reducing supplier manufacturing defects to increase incoming quality levels.

Senior Buyer, Plumbing North America (1999 – 2000) Responsible for procurement of plumbing components and finished goods totaling $35 million annually.

• Successfully negotiated $15M purchased contract for vitreous china products, reducing manufactured cost by $2 million annually and alleviating internal manufacturing constraints. UNITED STATES NAVY, USS NIMITZ, Bremerton, WA & Norfolk, VA 1995 - 1999 Lieutenant, Supply Corps Officer

• Completed two successful Persian Gulf deployments during Operation Southern Watch.

• Received Naval Achievement Medal for meritorious service.

• Led between 21 and 70 direct reports.

EDUCATION

Bachelor of Science, Political Science Vanderbilt University, Nashville, TN 1995

Contact this candidate