Customer Service Operations Manager

MATTHEW WOOD

*** ****** ** ***********, ** ***** · 781-***-****

*********@*****.***

Adaptable Manager with extensive experience in material handling, inspections, shipping and receiving. Effective communicator and team-oriented professional with expertise in conflict resolution, recruiting and interviewing, organizational design, and payroll. Successful background in continual process improvement and cost reduction.

EXPERIENCE

08/2023 – PRESENT

INSTALL COORDINATOR, Allegion Access technologies

Manage scheduling of 8 to 16 installation technicians, while developing newer technicians skill sets by pairing them up with more seasoned technician. Manage orders from creation through completed installation, verifying order compared to drawings, cutting purchase orders with various venders, tracking purchase orders, communicating with customers and scheduling job accordingly.

08/2021 – 08/2023

WAREHOUSE MANAGER, Lansing building products

Manage inventory through cycle counts and research to optimize procedures and eliminate inefficiencies and errors. Set daily delivery schedule, optimizing truck loads and routes, ensuring delivery accuracy. Maintain building and vehicle maintenance. Always ensuring the highest levels of customer service are maintained. Process payroll on a weekly basis for all technicians, and maintaining PTO accruals and availability. Perform hiring, disciplinary, performance management, associate relations and termination activities.

03/2013 – 08/2021

OPERATIONS MANAGER, bed bath and beyond

Manage activities and the achievement of sales and customer service goals for the store and store operations. Troubleshoot and formulate strategies for expected and unexpected logistical issues. Successfully supervise daily management of all logistics and transportation activities, effectively eliminating waste and inefficiencies. Perform hiring, disciplinary, training, performance management, associate relations and termination activities. Process payroll on a weekly basis for all 70+ associates, and maintaining PTO accruals and availability.

02/2011 – 03/2013

DEPARTMENT MANAGER, bed bath and beyond

Recruited and trained new sales associates to quickly build up high-performing team assets. Maintained sales floor with well-coordinated restocks and good inventory management skills. Solved and quickly met customers’ needs to maintain high satisfaction ratings. Coached associates in effective customer service and successful selling techniques.

03/2008 – 02/2011

RECEIVING MANAGER, bed bath and beyond

Trained and supervised shipping/receiving department staff, enforcing company policies and industry best practices. Optimized shipping and receiving strategies with cost-effective methods. Managed carrier deliveries, regulating freight flow. Promoted inventory accuracy and proper record management by comparing shipment contents with paperwork. Tracked inventory, conducted cycle counts and audits and resolved issues to maintain accurate records.

EDUCATION

05/2007

ASSOCIATE OF SCIENCE: BUSINESS ADMINISTRATION, massasoit community college

Graduated with a 3.62 GPA, with a focus in accounting courses.

CURRENT

BACHELOR: SUPPLY CHAIN MANGEMENT, Bridgewater State University

Currently have a 3.77 GPA, plan to finish degree in the near future.

SKILLS

Workflow planning

Management information systems

Cost reduction strategies

Data analysis

Team leadership

Relationship development

Project planning and development

Policies and procedure implementation

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