Customer Service Distribution Manager
Resume:
Melissa McKean
Dayton, OH *****
*******.******@*****.***
Work Experience
General Manager
Culligan by WaterCo - Cincinnati, OH
May 2020 to October 2023
The General Manager responsible is leading and managing daily operations to achieve business goals and maximize profitability
As General Manager my duties also include guiding staff in your branch, setting performance objectives, evaluating, and optimizing operational performance, ensuring regulatory and company standards are upheld, and preparing operations and financial reports To be successful as a General Manager, I was able to lead and manage people, ensureed operations run smoothly, and achieved revenue targets
Achieved business goals and revenue targets
Oversee daily operations, managed budgets, and set performance objectives Recruited, trained, and supported employees as well as conducted regular performance appraisals Implemented business, marketing, and advertising plans Motivated employees and enhanced branch culture
Managed sales, operations, service and administrative departments Planned and evaluated operations to be efficient and cost-effective Ensured products and services comply with regulatory and quality standards Ensured company standards and procedures were followed Prepared business forecasts and budgets
Full operational responsibility for all profit and loss related activities of the branch Handled escalated customer issues, incident reports, and legal actions Complete other ad-hoc tasks as assigned
Distribution Manager
Airgas - Columbus, OH
August 2019 to May 2020
I am responsible for all phases of distribution including daily truck routing
(inter-company shuttles, trailer and bulk deliveries), ordering truck maintenance, and recordkeeping and driver safety meetings. The Distribution
Manager is responsible for maximizing delivery service in a safe and efficient manner. This position supervises drivers and coordinates special requirements with Plant Manager and shift leads.
· Provides safety and compliance training to meet DOT, OSHA, FDA and Corporate requirements
· Champions distribution efficiency initiatives for the location, including demand leveling
· Drives continuous improvement in daily distribution operations
· Develops, documents and trains employees on SOPs and processes
· Daily review and processing of all DOT documentation including vehicle condition reports and drivers hours of service, route efficiency and completion
· Reviews incoming orders for accuracy and unusual requirements. Communicate unusual requirements for production planning
· Prepares daily local and inter-branch delivery schedule for cylinders and bulk
· Prepares load sheets, delivery tickets and manifests and highlights any critical customer requirements. Insures loads are accurate and complete
· Reviews returned trips for paperwork accuracy and completeness, and unfulfilled orders
· Reviews open orders for status and closure
· Responds to inquiries from sales, customer service and branches regarding delivery status and capabilities
· Responds to emergency delivery requirements
· Manages availability of drivers and equipment, including all maintenance requirements, to insure that adequate resources are available to meet distribution needs
· Controls distribution costs and maximizes service response through balancing of daily routes and overall system optimization
· Directly supervises drivers
Area Manager
Schwans Home Service - Lima, OH
August 2016 to August 2019
· Responsible to lead motivate and engage the route service team to safely deliver world class customer service and sales growth (profitability). Ensures efficient route operations that best leverage all assets and resources available and will lead the execution of performance and operational goals focused in the areas of safety people service quality cost and growth. Leads execution of delivery and service standards to ensure a high-quality customer experience through efficient route operations
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· Executes and enforces safety standards within the Depot. Drives accountability of safe behaviors by coaching team members. Identifies and removes risks and participates in accident investigations
· Focuses on effective talent selection hiring and successful on-boarding of new team members. Ensures successful customer service delivery as well as recovery; Serves as local point of contact for customer service communication & follow- up coordination with the call center and overall issue resolution
· Manages route productivity and asset/resource utilization Leads sales performance within an area of approximately $3-$6 million per year and may oversee more than one location
· Maintains productive route structure by ensuring effective work hours and expectations are met as well as route sequence integrity
· Oversees the warehouse team to ensure execution of efficient warehouse operations (management of fleet assets for the location compliance with Pre & Post Trip inspections utilization PM schedule repair/maintenance breakdown pick-up etc)
· Conducts essential administrative duties such as payroll banking equipment support resource scheduling and daily reporting
· Reviews financial reporting/KPI#s to make informed decisions on cost controls route productivity product inventory controls maintenance of assets depot supplies profitability etc
· Implements and maintains compliance with all government and corporate programs and policies Route Manager
Waste Management - Fairborn, OH
January 2014 to August 2016
· Managed drivers and responsible for all aspects of residential line of business. Some of my responsibilities include hiring, coaching and training our drivers, keeping the culture of Safety, working with our Dispatch and Customer Service teams in Michigan for routing and ensuring our customers were receiving a high level of service, managing to the metrics, and working together with our team which includes a Sr. District Manager, Route Managers, Operations Specialist and the Fleet Manager to make the your District a successful part of Waste Management District Manager
AmeriGas Propane Exchange - Doraville, GA
July 2008 to August 2014
· Admirably perform duties of District Manager for one of the top ACE branches in the US. Manage all routing and logistics for two branches simultaneously
· Make all HR decisions for both branches, including recruiting, screening, hiring, arranging training, ongoing development, performance evaluations, disciplinary action, and terminations when appropriate
· Work closely with upper management to achieve corporate goals and objectives
· Promoted from CRR position to DM over Madison and Eatonton branches. Later transferred back to Doraville. Due to health issues of Buford manager, also currently serve as manager of Buford branch. Exhibit excellent rapport with office staff, drivers, and service technicians for both branches. Previously, as CRR, had filled in most day to day management duties in Doraville office during a health-related leave of the District Manager there. Fully trained as SAP Super User.
Education
Associate Business Management Degree in Business Management Present
Diploma
Glandorf High School - Ottawa, OH
1985
Skills
• Links
www.aerotek.com
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