Customer Service Manager

RALPH M. REPUYAN

***-* ********* *****, ******* AL 35758

256-***-**** • *********@*******.***

EDUCATION

Bachelor of Science, Health Care Management

Southern Illinois University, Carbondale, Illinois

Graduate Studies in Strategic Security and Protection Management at Henley-Putnam University

(Graduation February 2017)

SENIOR-LEVEL POSITION: Operations and Supply Chain Management

Results-focused operations and supply chain management professional with more than 29 years of demonstrated expertise spearheading programs for industry-leading corporations, the United States Dept. of Defense and Dept. of State. Highly skilled manager with a long track record of championing targeted policy and process improvements to streamline operations, reduce operating costs, and drive profitability. Consummate team leader with extensive experience marshaling cross-functional teams to consistently and repeatedly deliver superlative customer service and support.

PROFESSIONAL EXPERIENCE

Dept. of Defense – United States Army Civilian, Redstone Arsenal Huntsville, Alabama • 2011–Present

Logistics and systems analyst and engineer for Counter Rocket Artillery Mortar (C-RAM) Program (GS13-0346 Series) Acquisition Level 3 Certified.

Logistics Management Specialist in the Integrated Materiel Management Center (IMMC). Assures that critical actions are integrated and properly executed to provide a cohesive approach to logistics support requirements. Plans, directs, coordinates, manages, markets and reviews assigned areas of the logistics program, which encompass the operations and activities related to logistical support provided to the Program Executive Office (PEO) Project Management Office (PMO)/Program Management Office (PMO) Weapon System Management Directorate (WSMD) and United States Army Space and Strategic Defense Command (USASSDC). Has responsibility and authority for integration of separate functions to include funding, supply, maintenance, procurement, provisioning, transportation/transportability, new equipment training and fielding of assigned systems and/or equipment into a logistics management program throughout entire life cycle of assigned system.

As Program Director C-RAM government lead and Contracting Officer Representative (COR) in theater, managed the efforts of contractor and government personnel to ensure requirements of the Integrated Logistics Support Plan (ILSP) and technical management objectives are performed. Directly supported the U.S. Dept. of State’s Iraq Normalization Program and coordinated the development of and reviewed the ILSP, training plan, Major Item Distribution Plan and budget for assigned systems and/or equipment. Provided advice and assistance to the various DA/DoD/DoS installations and commands engaged in developing and executing such plans and programs to assure that DA and AMC objectives, policies and requirements. Broad knowledge of Counter – Rocket Artillery Mortar (C-RAM) Program’s System of Systems (SoS) equipment and operations.

LOGICORE, Huntsville, Alabama • 2008–2011

Logistics and systems engineering leader partnered with leading government and commercial clients.

Program Manager Representative/Senior Logistics Engineer Analyst V- Counter Rocket Artillery Mortar Program: Forward Operating Base Site lead logistics and tech management representative for PM C-RAM in Operations’ Iraqi Freedom and New Dawn while sustaining operations and support for Operation Enduring Freedom in Afghanistan. Provide comprehensive support to the following C-RAM system of systems (SoS): Remote Control Station (RCS), Tactical Operations Center Inter-Communication System (TOCNET), Land-based Phalanx Weapon System (LPWS), Wireless Audio Visual Emergency System (WAVES), Government Furnished Equipment (GFE), Light Counter Mortar Radar (LCMR), Engagement Operations Cell (EOC), Forward Area Air Defense Command Control and Intelligence (FAADC2I) and Integrated Base Defense System of Systems (IBDSoS). Plans, directs, coordinates, manages and reviews assigned areas of the logistics program including strategic planning, coordination, and operational leadership. Communicates and coordinates with command level leadership and officials. Track, evaluate and report performance as well as assures critical and corrective actions are properly executed and integrated.

AMERICAN-IRAQI SOLUTIONS GROUP, Baghdad, Iraq • 2007

Construction, life support, and security contractor.

Site Manager: Spearheaded complex multisite construction projects for the U.S. military/government on a short-term contract assignment. Provided strategic operational leadership through all stages of the development life-cycle to consistently deliver goals and benchmarks on time and within budget. Performed continual review and oversight of projects to ensure all technical details were in compliance with relevant guidelines. Managed operational budgets and relationships with vendors.

MCLANE FOOD SERVICE DISTRIBUTION, Memphis, TN • 2006–2007

Supply chain services leader that delivers more than 10 billion pounds of merchandise to customers annually.

Transportation Operations Manager: Led the complete day-to-day operations of a distribution center servicing fast-food restaurants. Orchestrated operations and managed employees to consistently achieve on-time delivery, error-free orders, and complete customer satisfaction. Ensured the maintenance and safety compliance of all vehicles and equipment. Recommended and employed SOP modifications that allowed for better coordination between shipping and transportation, reducing driver downtime and improved on-time deliveries by 38%.

SELIG ENTERPRISES (AAA PARKING), Memphis, TN • 2005–2006

Operations Manager: Managed valet and garage operations for a 600-room Marriot hotel in downtown Memphis as a part-time management consultant. Directed a 25-member team to provide consistent outstanding service. Liaised with hotel leadership to coordinate special events. Increased revenues 67% by forging partnerships with new business contacts and creating innovating marketing plans.

GOSSETT MOTORS, Memphis, TN • 2005–2006

Call Center Manager and 3Com Phone System Administrator: Directed a team of 12 telephone operators to consistently and repeatedly deliver superlative customer service. Leveraged problem resolution and customer service acumen to resolve customer complaints and concerns.

UNITED STATES NAVY • 1983–2005

Personnel Placement Coordinator (2001–2005): Delivered comprehensive career guidance to 7K Navy personnel and family members, including providing targeted briefings on the Navy’s full range of development programs. Orchestrated all department HR functions in accordance with Navy personnel guidelines.

Prepared 60+ associates for promotion by instituting and enacting an on-the-job training and testing program.

Warehouse and Distribution Manager (2000–2001): Ensured materials planning requirements were continually met by performing physical inventories and life-cycle analyses of mission-critical materials. Performed analyses and prepared reports covering inventory stock and numerous inventory variables.

Directed and maintained a program budget of $12.7 million.

Warehouse Manager and Transportation Coordinator in the Middle East (1998–2000): Executed integrated logistics management and analysis to support fleet special operations. Managed port operations to rapidly dispatch 144,000 pounds of inbound/outbound cargo while maintaining the highest safety standards. Directed all aspects of requisitions and acquisitions for operation. Trained, mentored, and managed 20+ non-U.S. nationals to effectively perform cargo and freight terminal duties.

Enhanced inventory location validity 95% and shrunk not-in-stock incidences 53% by innovating improved warehouse and inventory control processes for ~77,000 stock-keeping units.

Personal Property Traffic Coordinator and Quality Control Inspector, (1994 – 1998): Processed and arranged the movement of approximately 800,000 pounds of military and Department of Defense civilian personnel’s outbound/inbound/NTS personal property shipments to and from contractors’ warehouse storage facilities for both domestic and international destinations. Conducted regular commercial carrier inspections including documentation, reweighs, proper packing, crating and markings for government transportation and Military Traffic Management Command (MTMC) policy and Joint Federal Travel Regulations (JFTR) adherence. Evaluated carrier performance and audited government Bills of Lading (GBL) for processing. Audited contractor payment invoices and accounts to reduce overcharges and erroneous billing. As a result, recovered $82K worth of savings for the US Government in a four-month period.

Warehouse and Inventory Control Supervisor, (1988 – 1993):Through a supply automated process (SAP) and integrated logistic system (ILS), managed inventories ranging from 35,000 to 100,000 surface, aviation, medical, electrostatic sensitive discharge (ESD) devices and hazardous material line items to support operations. Set inventory levels and safety stock policies. Accurately tracked cycle count discrepancies and submitted report to stock control division for review and disposition. As awaiting Parts division (AWP) supervisor for the aviation support division (ASD), interfaced with the aviation intermediate maintenance division (AIMD), material maintenance control officer (MMCO), supply support center (SSC) and material expediters to reduce aircraft downtime and improved material lead times. Coordinated the timely turn in of mandatory turn-in repairable (MTIR) parts, reviewed and made recommendations for material requirements for expeditious repair (EXREP) and engineering investigation and quality deficiency report (EI/QDR). Administered and monitored the hazardous and medical shelf life programs onboard and ashore.

Stock Control and Technical Library Custodian, (1984 – 1988):Maintained vendor records, catalogs such as FEDLOGS and GSA catalogs, and an annual average budget of 8 million dollars and ensured proper utilization of funds. Tracked status of all logistics support analysis requirements (LSAR), which included sensitive electrical and electronic modules. Updated technical manuals and regularly reviewed coordinated shipboard allowance list, (COSAL) and aviation consolidated allowance list. (AVCAL) Provided administrative training and logistics support to other departments and divisions as well. Processed documents and material in preparation for ship regular overhaul and /or decommissioning that included allowance change requests (ACR) and configuration change report (4790CK) updates.

Additional Information: Active Security Clearance (SECRET), Current Passport and extensive Middle East experience including deployments to Iraq and Afghanistan from 2007 -2015.

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