Manager Customer Service
Resume:
Walter A. Craig
East Orange, New Jersey 07018
EDUCATION
Rutgers University, Newark, NJ 5/04
Master’s Degree, MBA program
Bloomfield College, Bloomfield, NJ 5/85
Bachelor’s Degree, BA political science
EMPLOYMENT HISTORY
Substitute Teacher Newark New Jersey 4/11-present
Walgreens, Windsor CT 12/08-12/11
Senior operations manager (startup)
Responsible for writing all operating procedures.
Trained all personnel on procedures for receiving product.
Responsible for setting up driver safety program.
Responsible for monitoring team member’s daily production.
Set up a cycle count program to ensure accurate inventory.
Developed and monitor daily production schedules.
Monitored all procedures to ensure all company policies were met.
Work with offsite (3pl’s) to ensure all production goals were met.
Work closely with all other departments and store managers to ensure
All goals were met.
Conducted a daily start up meetings with team members to discuss daily expectations.
Started a daily 10 meeting stretching program.
Had a daily conference call with all other departments to discuss issues, ideas, processes and priorities to ensure a high level of service was maintained.
Completed regular walk troughs of the operation to ensure all goals would be met .
Barbeques Galore, Inc., Lake Forest, CA 11/06-10/08
Warehouse Manager
Responsible for the daily operations of a 170,000 sq. ft. warehouse – operations moved to Texas, decided to return to New Jersey.
Responsible for pick and pack for chain of 80 stores
2 mangers 4 supervisors and 60-80 team members
Responsible for customer service and internet sales
Responsible for maintaining a safe work environment
Conducted daily start up meetings to communicate daily goals
Alpha Inc., Paramus, NJ 3/02 – 10/06
Sr. Operations Manager
Responsible for running the distribution operations of an automated distribution center with 150 direct reports including 5 Exempt.
Implemented and managed WMS system, developed policy and procedure, employee productivity and performance evaluation.
Liz Claiborne Inc., North Bergen, NJ 3/99 - 1/02
Operations Manager
Responsible for the overall operation of the 2nd shift operation of a 700,000 sq. ft warehouse. Pick Pack, receiving and shipping of 50,000 - 60,000 units daily.
Responsible for maintaining units per hour daily by moving associates to areas where there was a backlog
Ensured all associates were properly trained. (Monitored associates production daily and coached low performers. Re-trained associates in proper work procedures and advised of any changes in work methods.
Monitored all work areas with Warehouse Management System to ensure all areas would meet their daily goals.
Conducted daily start up meetings to ensure all associates were aware of what the targeted numbers were for the day. (Encouraged feedback from associates)
Decreased absenteeism by 12% over a 12 month period by aggressively monitoring associates attendance and counseling associates who were due warnings.
Responsible for issuing licenses for power equipment on the shift tested and trained all power equipment operators.
All orders processed through EDI
Caldor Distribution Center, North Bergen, NJ 2/91 - 3/99
Receiving/Inventory Control Manager
Responsible for the accurate attendance records for 30 associates as well as the proper receipt and processing of 4,000 - 5,000 cartons per shift.
Trained and coached all receiving associates (union and clerical) on the proper receiving procedures.
Resolved all billing disputes with vendors and carriers through research with the Warehouse Management System. Communicated all disputes to proper buyer at corporate headquarters.
Conducted daily startup meetings with associates to review previous shift production and honorable mention people who were top performers.
Ensured all merchandise was taken to its designated area in a timely manner for proper processing.
All ready to wear apparel was processed through EDI
Sema Distribution, Secaucus, NJ 2/89 - 2/91
Apparel and Hard Goods Receiving Supervisor
Ensured all merchandise was taken to its designated area in a timely manner for proper processing.
Responsible for the receipt and processing of units on the second shift.
Responsible for the accurate attendance records for 30 associates; in addition to tracking associates incentives payouts.
Responsible for overall shift operation and reporting all shift activities to Operations Manager via written communication.
Conducted daily production meetings to review status with associates and review any outstanding union issues.
Bon-Art International, Newark, NJ 2/87 - 2/89
Distribution Supervisor
Responsible for picking and packing orders in a timely manner.
Responsible for several customer accounts ensuring all product was pick packed and ready for shipping to get to customer on scheduled date.
Monitored associates production and attendance and coached associates who needed to be coached.
Responsible for interviewing all new warehouse associates
Ensured all outbound shipments were properly packaged and staged.
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