Inventory Control Operations Manager

Susan M. Allen

Rocky Hill, CT. I [860-***-****] [*******@***.***]

Transformational, growth-minded, and results-driven professional with 13+ years of experience in developing warehouse operations, implementing technology systems, and strengthening inventory control while driving continuous process improvements and industry best practices. Broad background in recruiting, training, leading, and motivating teams to generate high employee morale with a proven ability to build and implement scalable warehousing principles, policies, and processes. Track record of optimizing sales, revenue, cost-savings, employee retention, and customer satisfaction.

Professional Experience

TravelCenters of America Willington, CT

Profit Center Manager July 2020 –Nov. 2023

●Deployed a targeted shrink reduction plan to revamp the facility’s administration, leading to a 34% reduction in shrinkage during the first year, followed by a 50% decrease in shrinkage in the second year

●Delegated responsibility to optimize operations of a deteriorating facility with outdated policies and procedures, tasked with implementing industry best practices to effectively resolve operational irregularities and concerns

●Organized cross-training activities for 120 employees to augment employee retention by 15% while identifying and recommending top-performing individuals for job advancement

●Amplified inbound and outbound delivery efficiency and effectiveness by installing strong inventory controls, utilizing industry-best ERP systems, and conducting periodic cycle counts

●Established efficient practices for managing supply chains and service contractors, ensuring 24/7 and 365-day coverage to meet the daily needs of an ever-growing consumer base

●Accommodated customer care needs of Travel Centers of America OTR drivers daily by offering diverse company facilities, including a country store, 3 restaurants, and 18 fuel islands as well as 10 showers, laundry, and reserved parking services

●Served as point of contact for all contractors, tasked with facilitating timely completion of a $1.9M business-critical remodeling project focusing on the development of a “Well-Oiled Machine” within 18 months

Superior Products Distributors Milldale, CT

Operations Manager Instrument Division July 2018 – March 2020

●Trained and mentored 2 personnel in sales and customer service best practices while developing scalable sales instruments to increase company sales, revenue, and profitability

●Controlled high-volume inbound and outbound inventory via ERP systems and cycle audits to maximize accuracy and completeness for all bids, quotations, invoices, and transfers

●Networked and cultivated productive partnerships with new tech vendors to assess and execute cutting-edge products for continued sales growth and service optimization

●Supported HR in recruiting, onboarding, and training new hires while performing periodic performance evaluations to executing corrective measures and recommend top-performing talent for promotion

Harbor Freight Tools Orange, CT

General Manager Jan. 2015 – May 2018

●Directed day-to-day operations, logistics, and inventory management for a $9M facility representing a $4B company while driving revenue and profitability across growth verticals

●Mentored, energized, and developed a high-performance and quality-driven team of 26 personnel to surpass sales goals, successfully boosting from $4.5M to $9M in first year through well-coordinated team effort

●Initiated continuous process improvements to restructure broken linkages and embrace company directed Sops, leading to the highest completion rate in the region at 41.5%

Harbor Freight Tools New Haven, CT

General Manager July 2013 – Dec. 2014

●Developed and positioned front-end programs to improve and automate internal procedures, to boost profits and gain efficiency

●Organized and endorsed upcoming events to promote new products, cultivate industry relationships, increase customer loyalty, and enhance company reputation and credibility

●Coached, mentored, and promoted 5 new logistics managers and supervisors with Code and Key certifications to fulfill the staffing needs of the logistics departments

Harbor Freight Tools Bridgeport, CT

Operations Manager Nov. 2012 -July 2013

●Streamlined company processes and implemented superior cost controls, resulting in recurring cost-savings

●Strategized and executed scalable marketing campaigns to drive top-line sales and maximize ROI

●Evaluated P&L statements to pinpoint margin for improvement opportunities for continued growth and profitability

Harbor Freight Tools Orange, CT

Operations Manager Jan. 2011 – Nov. 2012

●Requisitioned additional resources and support from upper management to facilitate the setup, recruitment, and grand opening of 4 new HFTs as well as training of 2 store managers and assistant managers

●Marketed complementary products and services to prospective and existing customers, building additional revenue streams for the business with a 26% increase in gross profit margins

●Conducted periodic inventory audits and incorporated strong security measures across 7 locations to reduce inventory shrinkage and theft incidents while maintaining 98% inventory accuracy

Harbor Freight Tools W. Springfield, MA

Customer Service Manager Oct. 2009 – Jan. 2011

●Stimulated and built a “Customer First” atmosphere by empowering employees to promptly resolve queries and concerns while positively impacting the customer experience, enabling a sizeable increase in our customer satisfaction rate

●Managed customer service resources, including CRM tools and staffing to meet customer needs and expectations

●Devised and instituted customer service policies and procedures to ensure consistency in customer interactions

Core Competencies

Business Development, Project Management, Systems Implementation, Capacity Building, Logistics, Procurement, EHS

Project Management, Forecasting, Budgeting, P&L Management, Inventory Control, QA/QC, HR, KPIs, Automation

Documentation & Reporting, Customer Service, Policy Recommendations, Vendor Relationships, Strategic Negotiations

Inventory Audits & Cycle Counts, Marketing & Promotions, Client Relations, Change Management

Technical Skills

Microsoft Office Suite: Word, Excel, PowerPoint, Outlook

ERP Systems: Oracle and Sap

CRM: Epicor

Education/Certifications

Psychology & Sociology, American International College

Business Management, Asnuntuck Community College

Certified in all Warehouse Equipment, Harbor Freight Tools

Forklift, Electric Pallet Jack & Scissor Lift Certifications

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