Customer Service Quality Assurance

GARY KING

St Augustine, FL ***** 919-***-**** *************@*****.***

Professional Summary

Operations and Logistics Manager with 20+ years’ experience in strengthening compliance, improving processes, and evaluating output, quality, and customer satisfaction. Skilled at working under pressure and adapting to new situations and challenges to enhance the organizational brand. Willingness to take on added responsibilities to meet team goals.

Skills

• Operation & Warehouse Management

• Quality Assurance and Control

• Safety Knowledge

• OSHA Standards and Codes

• Profit & Loss

• Distribution-Logistics Vendor Relations

• Team Development

• Contract Negotiations

• Proficient in Microsoft Office Suite: Word, Excel, and PowerPoint

Work History

Operations & Warehouse Manager, 01/2013 to 01/2020

SIZEWISE – Atlanta, Ga.

• Responsible for maintaining optimum inventory levels by adjusting equipment orders against rentals and sales

• Expedite the daily dispatch of company route drivers and ensured the scheduled departure times are met

• Manage logistics operations including parts inventory, equipment, and daily shipping through FedEx, UPS, warehouse storage and freight services. FDA, DOT & OSHA standards.

• Managed the coordination of truck repairs, including the transporting of trucks to and from service vendors, to expedite the repair process and maximize equipment "up time" and minimize driver "down time

• Interview and hire qualified staff, capable of delivering high quality work on compressed timelines

• Deploy an effective training program to increase proficiency with processes

• Continually improve customer satisfaction through effective use of our distribution system, policy, and procedures

• Maintain order accuracy, on time deliveries, and meet customer expectations according to department standards

• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.

• Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.

• Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety, and compliance.

• Advanced productivity KPIs by leading trainings on procedures and safety practices.

• Implemented ticket tracking system and worked with team to create customized system for improved tracking and logging of work issues.

• Trained new employees on proper protocols and customer service standards.

Branch Manager/District Quality Control Training Manager, 01/2008 to 01/2012

PORTAMEDIC – Raleigh, NC

• Manage branch operations for North and South Carolina included but not limited to sales, hiring, customer service, and quality control

• Also responsible for full implementation of new training program for the district and for overall improvement in the quality of the exam and lab services delivered by examiners within the district

• Manage and provide exceptional customer service and ensure that financial, operational and Market share budgetary guidelines are met or exceeded

• To ensure compliance with all OSHA & HIPPA at all field delivery centers and employees in the territory

• Responsible for hiring (including writing, placing ads, interviewing and candidate selection), training and supervising all new staff.

• Followed quality standards and procedures to minimize errors and maximize customer satisfaction.

• Improved quality processes for increased efficiency and effectiveness.

• Increased customer satisfaction through adherence to quality standards and customer requirements.

Education

Graduate: Business Administration

Louisville Male High School - Louisville, KY

Select professional development includes workshops in sales, purchasing, and inventory control; behavioral interviewing; hazardous materials, gases, and chemical control; Joint Commission on Accreditation of Healthcare Organizations training; and UNIX system development.

Certified in CPR and Pharmacy & Durable Medical Equipment. Healthcare Organizations.

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