Customer Service Sales

ERNEST O. FIELD

*** ******** **** ***** 860-***-****

Newington, Connecticut 06111-2421 email: *********@******.***

PROFILE

Human Resources/Operations/Supply Chain Management professional with over 20 years of management experience ranging from human resources management and operations/supply chain management to general management and sales and retail management. An accomplished communicator (both verbal and written), who possesses the ability to interface with all stakeholders of an organization. A skillful leader, manager and motivator who will develop a culture where all team members will look to perform at their peak performance levels.

PROFESSIONAL CORE COMPETENCIES

Policy Formulation Strategic Planning & Decision Making Team Building and Leadership Customer Service Human Resources Performance Appraisals Employee Counseling and Performance Issues Project Management Employee Development Process Improvement Inventory Management Expense and Sales Budgeting Profit & Loss Management Facility Management Problem Solving Time Management Organizational Skills Vendor Relations Microsoft Dynamics NAV Microsoft Office 2010, PeopleSoft, KRONOS, Microsoft SharePoint

EXPERIENCE

Lowe’s Home Improvement

Wallingford, Connecticut

Human Resources Business Partner/Manager October 2014 – Present

Direct and implement human resource policies and procedures and provide leadership to senior managers both within the local store and within the market.

Created Business Review Process for local managers to present to senior management team. Process was adopted by Market Director and used throughout the Market by other stores

Revamped new employee orientation and employee training plans

Developed new processes to ensure compliance with EEO, ADA, FMLA and ACA policies and procedures

Created new procedures for developing staffing plans, work schedules and budgets

Implemented new sales training program for all associates which has produced a 15.5% increase in sales from 2014 to 2016

Improved Employee Opinion Survey results by over 30% from previous year

Created numerous processes that are being used by Area HR Manager as training tools for other HR Managers

TMP, Inc.

Berlin, Connecticut

Operations Manager February 2007 – March 2014

Manage purchasing, data entry (domestic & international), accounts receivable and accounts payable, customer service, and sales support departments. Administer warehouse distribution programs in Connecticut, California and Kentucky.

Formulated accounts receivable action plan that reduced Daily Sales Outstanding (DSO) from 52 days to 39 days.

Created Days Payable Outstanding (DPO) program for domestic and international suppliers/vendors

Slashed credit card transaction fees 19% by negotiating pricing and fees.

Revamped inventory control processes which resulted in a year-end inventory variance of a positive .002%

Devised sales support program that contributed to company growth of 123% in a seven-year period

Constructed self-insurance freight program – net savings projections would exceed $70K annually

Created comprehensive Human Resources program that included employee recruitment, employee onboarding/orientation, benefits enrollment, disciplinary/termination process and performance appraisals.

Created, documented and implemented multiple company policy procedures and processes where none had previously existed.

Developed company SharePoint site which housed all company process outlines and departmental workflows.

Implemented numerous metrics and key performance indicators where none had previously existed.

Designed the Standard Operating Procedures (SOP’s) for company’s China office – Ningbo Mei Fan International Trading Company.

Allied Office Products

Farmington, Connecticut January 1999 – February 2007

Operations Manager July 2001 – February 2007

Managed delivery vehicles & drivers, Coffee, Furniture and Print Departments and facilities management

Successful integration of Desk Drawer, Inc. and Danbury Office Supply operations into Allied Office Products operations post acquisitions with little or no interruptions to both companies customer base.

Selected as the first pilot division out of 14 to test pay-by-stop program for division delivery drivers

Selected as the first pilot division out of 14 to test Electronic Proof of Delivery (POD) system for delivery drivers

Hand selected by SVP of Purchasing to test, document and train other sales divisions on web-based print and promotional product ordering portal

Customer Service Manager January 1999 – July 2001

Managed Customer Service and Sales Support Departments

Developed computer procedures manual and training program with documented process outlines for all customer service representatives and sales support specialists in sales enhancement/margin management. Manual was implemented company-wide by at 14 different divisions.

EDUCATION: University of Phoenix Online – Bachelor of Science in Business - Integrated Supply Chain and Operations Management, 2009. Summa cum Laude, 3.94 GPA

MILITARY SERVICE

United States Navy

USS COONTZ (DDG-40)

Assistant Ship’s Secretary and Legal Yeoman

Honorably discharged with four year’s active service.

Awarded Navy Achievement Medal for performance from Commander, Naval Surface Force, U.S. Atlantic Fleet

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