Customer Service Manager

KENNETH E. SLOAN

* H :301-***-*****Email *****.*****@*****.***

PROFESSIONAL PROFILE

* Results-oriented veteran / professional with extensive experience in problem solving, management, and distribution procedures. Proven ability to prioritize, plan and manage on-going operations to achieve organizational goals and objectives. Skilled in stock logistics, identifying and correcting inventory problems, customer service development, training and follow-up of staff. At ease in fast-paced, high-volume environments requiring strict attention to detail, adapting quickly to changing priorities and meticulous follow-through.

PROFESSIONAL EXPERIENCE

Operations Mgr. Adviser

Sonco Worldwide 2016 – 2016

Streamline, organize, and revamped customer service procedures and processes for efficiency/training.

Identified procedures, staffing, and areas needing more efficiency in department while reporting results to upper management. Made sure all service documents were processed and turned in promptly

Developed and submitted proposals for growing the department and enhancing company growth.

Instrumental in initiating resolve in several procurement/ leasing issues to improve operations.

Consultant

Ferron Home Interiors, Randallstown Md. 2015 – Present

Creating business and marketing plan for company.

Develop and evaluate pricing model, promotions, and packages.

Assess competitive comparisons, competitors, influencers, and market trends.

Develop safety program, professional attitude and culture for company.

Organizing and setting up payroll, protocol, processes, and procedures for company.

Operations Manager

Sims Recycling Solutions, Inc. / E-Structors Inc., Elkridge, Md. 2009 - 2015

Manage a (188,000 sq.ft.) plant, 5 supervisors and 178 staff members that handled transporting, receiving, production processing, refurbishing, inventorying, and shipping.

Coordinate training and compliance of OSHA, ISO 1400 and R2 regulations to both (temporary and permanent) staff.

Involved with the procurement of forklifts, tools, and the upgrading of materials to make the plant safer and meet all regulation requirements.

Create policy/procedures that are in line with the company’s goals, philosophy, and safety requirements.

Oversee maintenance and upkeep of all machinery.

Distribution Manager

Ann’s House of Nuts, Inc. Jessup, MD 2001- 2009

Manage 3 warehouses, (154,000 sq. ft), 4 supervisors and 17 staff members engaged in the logistical movement of products between three buildings including responsibility for all receiving, shipping and inventory functions as well as forklift certifications

Instrumental in reducing inventory variances from 38% to 8%.

Engage in procurement issues involving trailers, lifts and buildings, as well as service contracts for warehouse equipment and machinery as well as the upkeep of all warehouse facilities.

Analyze the effectiveness of procedures and make improvements as needed.

Assure all protocols are met with regard to USDA, FDA, MD Department of Health and Mental Hygiene, Organic and BRC certifications and training of all staff personnel.

Implement new policies, protocols and procedures.

Kenneth E. Sloan Home (301) – 356- 0143 Email- *****.*****@*****.***

Night Distribution Manager

Oles Envelope Inc. Baltimore MD 2000-2001

Responsible for receiving all raw materials and shipping finished product.

Supervised 8 warehouse employees in the scheduling and pulling of orders and assigning to trailers while improving trailer loading procedures which reduced damage to product.

Enhanced inventory control process which resulted in reduced man-hours needed to complete inventory processes quarterly.

Director of Operations

Joanne’s Bed and Back Shops, Beltsville, MD 1997-1999

Analyzed productivity reports and created and implemented policies and procedures for the efficient operation of the organization.

Handled capital expenditures; managed and directed the functions of two warehouses including direct supervision of 4 managers and indirect supervision of 16 sales people.

Successfully reorganized the functions of customer service to improve tracking and achieved greater quality of service as evidenced by a reduction of returns and customer complaints.

Developed an improved and more accurate product transfer system that increased accuracy by 35%.

Handled billing and collections from vendors and customers for returns; negotiated with vendors on product problems and the return of product for credit.

Operations Manager

Marlo Furniture, Rockville, MD 1993-1997

Pick-Up Manager, Merchandise Manager, Operations Manager ‘93-‘97(promoted 3 times)

Responsible for 100, 000 square foot showroom and presentation of merchandise which grossed sales in excess of 80 million dollars.

Tracked and analyzed profit and loss; set and controlled budget for clearance showroom.

Evaluated competitors’ pricing to adjust Marlo’s price points to retain and increase customer base.

Directed all functions of warehouse and supervised 5 managers and 35 staff members.

Ensure all OSHA and DOT regulation compliance.

Directed all aspects of employee development, including recruiting, interviewing, training, etc.

Implemented performance evaluation system which awarded employees “pay for performance.”

Directed monthly departmental audits to ensure peak efficiency (including safety, security, and emergency planning.

EDUCATION/TRAINING & PROFESSIONAL DEVELOPMENT

Management Training Operations Management Training Employment Law Basics for Managers Training Retail Management Training

Crown Industrial Training Academy, Maryland

Certified Trainer; -(Sit-down Forklift Reach-lift Cherry Picker Electric Walkie-Pallet Jack)

Shaw University, Raleigh, NC

COMPUTER SKILLS

MSWord, Excel, PowerPoint, RF Scanners

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