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Customer Service Relations

Location:
Atlanta, GA
Posted:
January 12, 2024

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Resume:

Cedric L. Grier

Atlanta, GA 404-***-**** ad2pgv@r.postjobfree.com

Education

Master of Science – Environmental Management

Webster University – St. Louis, MO

Bachelor of Science - Psychology

University of North Carolina – Pembroke, NC

Professional Experience

Jackson Lanier Enterprises– Atlanta, GA 2021- Present

Business Owner

Founder of an Atlanta based logistics company comprised of a licensed Freight Brokerage and Carrier. Runs daily operations of accounting, payroll, P&L, vehicle maintenance, hiring, training, vehicle logs, customer relations, and automation.

PETCO – Braselton, GA 2020 - 2021

Director of Southeast Distribution

Leads distribution operations and E- Commerce for the Southeast United States responsible for supporting 353 stores in 5 regions. Overseas operations of 3 Distribution centers by working closely with team members to communicate and educate on work instructions, policies, procedures, and process improvement initiatives. Responsible for hiring, training, developing, and mentoring 14 salaried leaders and the health, efficiency, and effectiveness of 350 employees.

Developed and implemented policies and procedures to improve inventory integrity (Inventory Availability and Accuracy) and ensure proper management inventory in excess of $40M.

Streamlined inventory management reducing shrink by 25% by partnering with engineers and conducting daily audits.

Ensured superior customer service to customers (Order Accuracy and UPS Damages) and internal partners by delivering on shipping commitments to customers and continually improving the DC processes.

Effectively lead and developed Operations Managers, Supervisors and team members utilizing performance management tools to enhance performance and achieve individual as well as company goals.

Home Depot – McCalla, AL 2016 - 2020

Assistant General Manager

Leads a 675K sq. ft Rapid Distribution Warehouse responsible for 3 operations managers, 10 supervisors and 200 employees. Influences and inspires change in teams, aligns multiple warehouse teams to accomplish a single goal. Demonstrates a record of safety. Translates business and financial data into operation plans, strategic priorities, and results. Provides vision and develops a culture of success and mutual respect. Leads daily rapid distribution center operations by planning, collaborating, engaging employees, developing talent, and driving results consistently.

Ranked the number 1 AGM out of 3. Leads weekly recognition meeting for employees. Changed the mindset of leaders and employees; went from one of the worst to one of the top warehouses in the network.

Aligned all shifts by establishing a meeting designed to specifically to identify indicators that reduced performance resulting in increased building UPH (units per hour) from 45 UPH to 70 UPH.

Spearheaded the use of technology that improved meetings and communications during the COVID- 19 Pandemic, increase customer satisfaction from 85% to 96% by keeping communication between internal and external leadership safe and frequent.

Elevated employee staffing from 450 to 950 by overseeing the on-boarding of 5 3PL companies and an extensive seasonal hire process while reducing OSHA recordables by 30%; matched demand within a short time.

Oversaw the expansion of yard space due to increased demand during the global pandemic. Oversaw the expansion of the onsite transportation team which tripled in size resulting in the best sales ever recorded for the company.

Operations Manager

Strategically leads distribution center operations within a 675K sq. ft warehouse facility. Effectively manages workflow and leads a team of 4 supervisors and 50 employees consistently exceeding productivity goals due to proper work forecast, determining productivity requirements, and shifting trained Associates as needed to balance labor. Continuous focusing on safety, engaging associates, loss prevention, quality control, timeliness, and accuracy.

Rank the number 1 OM out of 11. Communicated directly with customers on quality and tailored standards to ensure customer satisfaction. Achieved zero recordable OSHA incidents in 2017 by conducting weekly safety reviews, writing action plans, establishing clear rolls and responsibilities.

Developed processes for new systems and equipment upgrades fostering continual process improvements; created milestones that assured operations trended upwards during transformation.

Motivated associates and provided resources that created future leaders who consistently performed at high standards; improved department performance from 75% to 95%.

Implemented a daily associate performance initiative that outlined steps for supervisors to address performance shortcomings early that ensured every associate was successful ultimately increased the effectiveness of the DC.

Trained associates formally and informally by written evaluations and job performance feedback which fostered healthier communication and mutual understanding; coached and developed associates to be successful hourly.

Addressed safety by writing action plans that addressed safety that dramatically reduced OSHA incidents.

•Achieved zero recordable OSHA incidents in 2017 due to daily safety updates and promoting a culture of safety.

U.S. Army – Various Military Installations 1991-2017

CBRNE Emergency Response Operations Manager – Company Commander (2014-2016)

Led chemical, biological, radiological, nuclear, and explosives (CBRNE) emergency management operations. Responsible for managing a staff of 93 employees and ten incident response teams with a direct focus on safety, mission readiness, cultural awareness, and continual safety training on various topics.

Developed, implemented, and chaired policies to mitigate safety risks and ensure EPA, DOD, and OSHA regulatory standards were met resulting in no federal, state or local incidents, no safety accidents and 100% on compliance.

Advised senior management and federal workers as the subject matter expert on industry safety trends, safety analysis, and improvement opportunities by facilitating monthly training and briefings.

Created SOP’s based on updated regulations and conducted training to establish procedural consistency.

•Coordinated with local and federal agencies in the transportation of $13M in equipment from MD to WI, adhering to all regulatory and safety requirements.

CBRNE Emergency Response Manager– Response Team Leader (2013-2014)

Directed operations of a highly-specialized CBRNE incident response team. Maintained the safety of the 13-person team with meticulous attention to daily operations, response planning, training, medical readiness, and establishing clear standards.

Presented a series of flawless presentations to Maryland Congressional Member, White House Officials, German, Government Leaders, and Senior U.S. Army Leaders.

Controled accountability of $2.2M worth of equipment and assets by creating and maintaining excel spreadsheets.

Developed realistic training events that increased efficiency, accuracy, and safety during volatile missions.

Evaluated each situation for severity, potential impact, safety concerns, and response requirements; developed action plans to address each variable which lead to no accidents or safety violations.

Directed clean-up response operations, determined required PPE, evacuation procedures, and coordination with federal agencies to established increased communication resulting in decrease time in heavy and hot PPE.

•Led the most effective emergency response team in the company by heading strategic training programs.

CBRN Operations Manager – Executive Officer (2011-2012)

Managed the maintenance program and operations of a 118 soldier rapid deployment biological, radiological, and nuclear (CBRN) company. Responsible for company assets including vehicles, weapons, communication systems, and a $2.5M logistic and operational budget.

Managed all company operations, aligned all daily activities with long-term objectives and goals building an operations team that worked together and understood the mission and company goals.

Promoted a culture of safety and acceptance by establishing clear policies dedicated maintaining a safe and harassment free workplace.

Researched, wrote, and published quarterly and annual analytical reports that allowed all leaders to access to essential data needed to make informed decisions which directly increased company accuracy.

•Increased company efficiency by 80% through short and long-term training plans and streamlined processes by giving each department direct focus areas of responsibilities and explaining how they tie in for success.

Chemical Company Emergency Manager (2009-2011)

Managed a dual-purpose smoke and decontamination chemical company with 24 direct reports. Responsible for the safety and well-being of soldiers; provided innovative training opportunities, supported professional development, and cultivated an environment of positivity and effectiveness.

Developed innovative short and long-term training plans designed to provide realistic training.

Rated best lieutenant out of 14; created a productive work environment by providing clear expectations.

Reliably kept six $20 million chemical reconnaissance vehicles at 100% operational readiness by working closely with maintenance team and supply network.

Assembled a team that surpassed leadership expectations; achieved excellence in mission accomplishment, maintenance and job performance.

Volunteered to be the company investigative officer for all complaints. Reviewed policies, conducted interviews, closed cases ahead of time, and published reports of findings to responsible advocate.

HR Supervisor – Army Career Counselor (2000-2009)

Provided career counseling to soldiers and their families advising on professional opportunities, policies, pay/bonuses, and retention plans. Managed budgets, supervised specialists, and wrote policies; achieved every retention goal over nine years.

Certifications

Hazardous Incident Commander

Department of Defense (DOD)

Hazardous Incident Technician

Department of Defense (DOD)

HAZMAT Awareness and Operations

Department of Defense (DOD)

Technical Proficiencies

• MS Office • Oracle • Manhattan Systems

• PeopleSoft • Kronos

Security Clearance

Secret (Army Central Clearance Facility)



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