Manager Customer Service

Aaron W. Smith

**** ********** ****** *****: ***********@*****.***

Winter Garden, FL 34787 Cell: 407-***-****

Objective

Demonstrate my skills as a highly skilled operations professional with proven experience at building professional relationships, optimizing talent, increasing productivity and maximizing the bottom line. Proven track record of success and upward mobility in retail supply chain environments with experience in managing fixed and variable budgets in an operations management arena. An articulate, effective team builder possessing strong work ethic, proven leadership ability, and solid organizational skills that effectively allocate, manage resources, and control labor costs that lead to increased efficiencies through the application of LEAN principles to optimize staffing requirements and exceed financial obligations

Experience

July 2010-Present J.C. Penney Logistics Milwaukee, WI and Lakeland, FL Facilities

Supply Chain Logistics Area Manager/Team Coach

Responsible for direct controllable costs of $3.9 million Variable Expense annually. Results were 2% under budget while maintaining 98% store service levels and 99.98% accuracy

Led an underperforming group of departments confronted with lack of vision and insufficient skill sets to develop positive network recognition. Significantly increased associate productivity, quality, safety, and morale through analysis, presence, organization, and follow-up to establish a top 5 Network ranking

Green Belt Six Sigma LEAN certification project saved $125,000 annually, decreased Post Bills by 9%, and increased Store Service of GOH merchandise by 6%

Contributing and collaborative team member on multiple local and Network-wide Yellow belt through Black belt projects in this continuously improving LEAN environment

Facility RFID SME- instrumental in the successful implementation of a multi-phase, real-time inventory tracking system that had increased store inventory accuracy to above 95%

Exceedingly devoted to staff development. Applied exceptional mentoring, team building, and communication skills to develop subordinates and encourage cooperation and responsibility. Directly responsible for 2 of my reporting subordinate’s promotions

Aug 2006-July 2010 Time Bandit Enterprises, Inc Orlando, FL

Operations Manager

Responsible for maintaining a strategic business plan for all aspects of the daily Call Center and Shipping operation; including staffing, workforce utilization, inventory management, product shipments, software and equipment upgrades, forecasting strategies, and P&L

Participated in formulation of the management structure, labor policies, employee handbook, management and employee training handbook, and operating guidelines in partnership with a 3rd Party Payroll and Human Resource service company to ensure employer compliance

Utilized data collection techniques along with employee feedback to drive a LEAN culture and eliminate process wastes

Established business relationships and maintained positive, productive vendor relations

2000–July 2006 Eckerd Distribution (a J.C. Penney Subsidiary) Fairless Hills, PA

Inbound/Outbound Operations Manager 2004-2006

Responsible for all aspects of the Receiving, Replenishment, Stocking, Shipping, Returns, and Transportation departments in a 1 Million square foot, multi-site operation. These included areas such as Payroll, Expenses, Asset Control, Contracts, Resource Allocation

Directed multiple Management team members that were responsible for over 120 associates

Aaron W. Smith Page 2

Successfully negotiated and transitioned with a new 3rd party dedicated transportation Carrier for daily store deliveries. Significantly increased Store service while saving the facility over $400,000 annually

Significantly minimized Store shorts and in-house inventory issues due to mis-located product by 72%. Resulted in a 29% reduction in labor costs

Senior Shipping Manager 2002-2004

Responsible for safe, accurate, capacity-cubed loading of 25 store delivery trailers per day

Further reduced transportation costs by 21% through conversion from a pallet-loaded to a floor-loaded operation

Enhanced Customer Service by 18% through implementation of Accusort container tracking application that more effectively managed sales, inventory, and distribution

Inbound and Production Supervisor 2000-2002

Supervised proper receipt, put-away, replenishment, and stock rotation of over $35 Million in inventory

Reduced dedicated transportation costs by 17% through an increased block conversion

Re-structured the entire department through hands-on analysis and organization; also developed numerous job-specific manuals and guidelines for training and consistency

1999–2000 K-Mart Distribution

Casepack Supervisor 1999-2000 Fairless Hills, PA

Trained, developed, and assigned a staff of 25 hourly full case order-filling associates in a 2.2 million square foot facility towards achieving company objectives

Managed available resources to motivate and promote safe working practices to attain daily goals. Prepared and administered performance evaluations, commendations, and disciplinary actions

1994–1999 Wal-Mart Distribution

Casepack Manager 1998-1999 Hope Mills, NC

Breakpack Manager 1997-1998 Hope Mills, NC

Hourly Orderpicker, Rewrites and Research Specialist 1994-1996 Marcy, NY

Oversaw a wide range of operational activities for staffs from 25-45 hourly associates in a 1.2 Million square foot facility. This included manpower forecasting, safe working practices, quality control, team performance, and staffing decisions; as well as personnel actions- interviewing, performance evaluations, and accountability

Planned and implemented a functional reorganization of the computer-automated Pick-to-Light and Put-To-Light replenishing and picking system based on the sales per square foot of each store serviced by the facility

Continuing Experience/Education

LEAN Six Sigma Green Belt - J.C. Penney Logistics

Continuing Education including numerous leadership, management, and associate relations courses- Company sponsored 1994-Present

Forklift Operation and Training: OSHA certified trainer on numerous types of Powered Equipment

Business Administration studies at Mohawk Valley Community College in Utica, NY 1992

Computer Knowledge

Extensive computer knowledge that includes Microsoft Office applications, WMS, DMS, AS400 mainframe, Sage Timberline applications, Numerous Hosted VOIP Dialers, PC Charge Pro, Laserfiche, Accusort, Iconics, RSC sortation, Crystal (Seagate) application, Cubiscan, UNIX, Dallas systems

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