Customer Service Manager

ALEK MERGY

Management and Operations Executive

PROFESSIONAL PROFILE

Results oriented business professional with over 12 years’ experience in strategic planning, improving operational efficiency and optimizing productivity. Unique ability to identify and implement cost saving measures and increase margins and profitability. Resolves problems in a timely manner and turns complex concepts or ideas into logical strategies. Well-organized and diligent, with excellent written, oral and interpersonal communication skills. Proven ability to successfully build, motivate and empower teams.

AREAS OF EXPERTISE

P&L Management

Process Documentation and Design

Cross-Functional Team Leadership

Continuous Process Improvement

eCommerce Marketplace

6S and LEAN Principles

High Velocity Distribution

Negotiation, Persuasion, and Communication

Talent Acquisition and Development

Growth Planning & Implementation

EXPERIENCE & ACHIEVEMENTS

ECS Tuning, Wadsworth, OH 2015 - Present

Ecommerce Company engineers, manufactures and distributes automotive parts worldwide specializing in European brands.

COO/VP of Operations

Responsible for the entire company’s operational activities. Focus was on optimization of day-to-day operations and business efficiencies. Guided by the objectives of the company, provided leadership, management and the vision necessary to ensure proper operation controls, administrative and reporting systems, and the right people were in place to effectively grow the organization and to ensure financial strength and operation efficiency. Responsible for the growth, strategy and total management of the $95 MM ecommerce business.

Achievements:

Complete overhaul of Customer Service Department

oResult

Labor Savings - $275,000 annually

Improved Service Levels – 35% improvement

Customer Satisfaction–15% improvement

Consolidation of Multiple Warehouse Facilities

oResult

Lease Savings $350,000

Staff Savings $850,000

Equipment Savings $125,000

ALEK MERGY

ECS Tuning, Wadsworth, OH 2011 - 2015

Ecommerce Company engineers, manufactures and distributes automotive parts worldwide specializing in European brands.

General Manager

Maintain full P&L responsibility for all operations totaling over $60 million in revenue. Responsible for the leadership of all customer facing business units totaling over 160 employees. Provides strategic and tactical leadership to ensure sales growth, customer satisfaction and overall business profitability.

Achievements:

Developed business intelligence initiatives, changed operational methodology to be based on KPI's and other key metrics.

Established and implemented a defined Annual Planning Strategy and Operating Budget process resulting in successive years of double digit growth.

Spearheaded the strategy and implementation of an international distribution model which created brand awareness and established over 50% growth in international wholesale marketplace in its first year.

Implemented talent retention and talent acquisition strategy resulting in increase in company reach and a 32% decrease in call center turnover.

ECS Tuning, Wadsworth, OH 2010 - 2011

Ecommerce Company engineers, manufactures and distributes automotive parts worldwide specializing in European brands.

Warehouse Manager

Responsible for the management of all distribution center activities including shipping, receiving, purchasing, product photography and assembly. Provide strategic and tactical leadership to ensure timely order fulfillment through all segments of the supply chain.

Achievements:

Improved the operational efficiency of warehouse operations through implementation of lean processes increase daily shipping output by 42% while reducing overall warehouse costs by 23%.

Reorganized distribution operations and implemented best practices resulting in a 16.87% increase in on-time order fulfillment while increasing overall profitability.

Developed vendor strategy that improved customer service levels while resulting in direct-to-manufacturer relationships with cost savings over $496,000 per year.

Life Equity LLC, Hudson, OH 2007-2010

Company provides consulting, financial analysis and investment portfolio management for niche financial products.

Operations Administrator

Responsible for the support of enterprise-wide daily operations, operational project management as well as continuous process improvement initiatives. Managed business critical Information Technology vendors to ensure positive and favorable relationships were sustained.

Life Star Rescue Inc, Van Wert, OH 2004 – 2006

Company provides remounting, refurbishing, servicing and collision repair for all types of emergency vehicles.

Nationwide Sales Manager

Purchased, promoted and sold EMS/FIRE apparatus to the wholesale and retail domestic US market.

ALEK MERGY

EDUCATION

MEMBERSHIPS

TRAINING

The Ohio State University – Fisher College of Business

Bachelors of Science in Business Administration

Specializations: Finance-Risk Management, Economics

GPA: 3.57 Cum Laude Honors

President, The Ohio State University Business Association 2006-2007

Continuing Education

Intent to enroll in anExecutive MBA program within the next 6-12 months.

Professional Skills

Proficiency in the following applications:

Microsoft Office (Excel- Advanced, Word, Outlook, PowerPoint and Access)

Six Sigma Green Belt – In Process

MINITAB, Lotus Notes, OnBase, DiCarta

Microsoft Dynamics, QuickBooks, ACCTivate

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