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Customer Service Operations Manager

Location:
Brooklyn, CT, 06234
Salary:
100k+
Posted:
November 19, 2023

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Resume:

MICHAEL NEWELL

*** *** **. ********, ** · 860-***-****

ad1ajx@r.postjobfree.com

I am currently seeking a leadership position in a reputable company with strong community connections, environmental impact awareness, and cultural progressiveness. I have a depth of experience in logistics, distribution, and transportation. This coupled with very strong change leadership, and people development experience make me the ideal candidate for senior management and/or director level positions.

EXPERIENCE

Dec 2021 – July 2023

Transportation Manager, United Natural Foods

-Transportation Network Optimization, Performance Management, Dot Compliance, Training, Fleet Optimization, Fleet Maintenance, Fleet Safety, Customer Service, Operational Excellence Leader

April 1995 – Dec 2021

Senior Operations Manager, Pepsico / Frito Lay – (SEE PAGE 2 FOR DETAILS)

-Fiscal Planning, Execution, and Period Forecasting / Performance Management – Hourly and Salaried

-National Service Award Winner 2004 & 2005, Doolin Award for Operational Excellence 2010 & 2019

AUG 1979 – MAR 1989

SGT – E5 (PROMOTABLE), United States Army

-Heavy Construction Equipment Repair / Communications Electronics Diagnostics and Repair

EDUCATION

APRIL 1995 – DEC 2021

BACHELOR’S DEGREE EQUIVALENT EXPERIENCE, PepsiCo / Frito Lay

Business Unit Leader College, Continuous Improvement Master Trainer, LSS White Belt, Several college certificate level leadership courses

AUGUST 1979 – MARCH 1989

ASSOCIATE’S DEGREE EQUIVALENT EXPERIENCE, US Army

Non-Commissioned Officer’s Academy – Distinguished Graduate, Hinsch Award for Demonstrated Leadership (Peer Selected), US Army Pre-commissioned Officer’s Course

SKILLS

Financial Planning, Forecasting, and Execution

Change Leadership

Business Unit Leadership

Organizational Capability and Operational Excellence

Power BI, WMS, LMS, Tableau, SAP, ICS, People Net, Business / reporting systems

Project Management

People Development

Continuous Improvement Master Trainer

Organizational Transformation

Microsoft Office Suite – Teams, Outlook, Word, Excell, Power Point, Edge, Chrome, etc.

ACTIVITIES

I am extremely passionate about personal and workplace safety. I have held several safety related point roles throughout my career. I have also led several site and region level diversity and inclusion networks and was the leader of the Great Place to Work Team with Frito Lay, with a strong emphasis on organizational health survey opportunities, and work / life integration strategies.

April 1995 – Dec 2021

Senior Operations Manager, PepsiCo / Frito Lay - All positions included the following Baseline responsibilities:

Financial Planning Forecasting and execution

Performance Management, Coaching, Discipline, Reward and Recognition, Quarterly and annual reviews,

Change Management, Process improvement, Training, and team member development

developed and implemented Team scorecards and ensured KPI performance through effective team member engagement / leadership in problem solving strategies, tactics, and action plan ownership and execution

1995 – 2000 Fleet Technician Killingly Manufacturing Facility

Tractor / Trailer Repair and Maintenance, PM Compliance Leader

2000 – 2001 Fleet Manager Killingly Manufacturing Facility

Managed 10 Fleet Technicians, 1 Fleet Administrator, 72 tractors, 500 trailers

Managed asset depreciation and replacement program

Ensured regulatory compliance including DOT, FDA, OSHA, UST, and ENVIRONMENTAL PROGRAMS

2001 – 2002 Transportation Network Manager Killingly Manufacturing Facility

Managed 72 CDL drivers, 5 dispatchers, 4 Transportation Administrators, and 4 Customer Service Administrators

Delivery network optimization, cross divisional integration / collaboration - Pepsi/Gatorade/quaker/stacy’s/smartfood

Ensure DOT HOS, and DQF compliance

2002 – 2004 Customer Service Manager Killingly Manufacturing Facility

ensure world class customer service through interdepartmental synergies and collaboration

Developed and implemented cross-functional (Manufacturing, Packaging, Warehouse, and Transportation) daily meetings to align all departments against shared goals and KPIs

oorder compliance – 100%

oinvoice accuracy – 99.5%

oWon National service awards for 2004 / 2005

2004 – 2008 Facility Operations Manager Coastal New England Sales Zone

Led Operations teams in support of sale teams in 3 distribution centers (Boylston, East Greenwich, and Cranston DCs)

sales forecasting to ensure inventory availability, facilities maintenance/upkeep, Fleet R&M

Shut down East Greenwich facility and opened a new facility in North Kingstown, RI to support increased sales volume and technology infrastructure – project management and LARGE-SCALE change leadership

2008 – 2010 Northeast Region Organizational Capability Manager

Led the Continuous Improvement / Operational Excellence agenda for the Northeast Sales Operations Region

aligned all functions to team assessment scoresheet initiative creating the ability to level set teams against shared goals and objectives to score based on a 4 level assessment

Created operational, and Training calendars including live, online, and individual training venues that allowed the region to progress at an equitable pace to improve performance against opportunity areas while investing in Team Member ownership and engagement in Business Results

created Site Expert Trainer workshops and embedded SETs into site teams at 22 DCs to ensure Performance based Training execution for all hourly warehouse associates

Achieved Level III CIAP score for all 22 DCs and the Killingly Manufacturing Facility resulting in quarterly GPA bonus eligibility for 1100 Hourly associates in the Northeast Operations Region.

2010 – 2014 Zone Operations Manager (Business Unit Leader) Central New England Sales Zone

Led Bridge strategy for Global Enterprise Solution (GES) initiative to reduce the number of distribution centers and deliver straight from the manufacturing site in killingly to the customer at store level

Leveraged pre-pick console in Boylston DC to deliver prepicked to DCs in Chicopee, South Windsor, and Norwich to optimize sales associates time and effort to grow market share

Facilities management for all 4 DCs to include B&G, Fleet, inventory control, regulatory compliance, and operations personnel

2014 – 2019 GES Warehouse Manager Killingly Manufacturing Facility

Staffed and opened new GES Business Unit, Created SOPs and set LMS performance standards for hourly associates with Team Member participation and engagement

Created training plans with 30-60-90 day reviews to track and coach associates to winning performance standards

2014 – 2018 national Warehouse Award for operational Excellence

2019 – 2021 Special Support Assignment to Human Resources during Covid-19 Pandemic

Assisted HR Team with Employee LOA process flow through constantly changing leave and medical intervention requirements



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