Customer Service Control Manager

William L. Waters, BSBM Business Consultant and Manager

***** *********** **

Prairieville, LA 70769

Phone: 504-***-****

E-Mail: ***********@*****.***

Professional Strengths

Inventory Control Manager

Safety Manager

Risk Control Manager

Outbound/Inbound Manager

Production Manager

Very efficient in Microsoft Office Software, including Word, Excel, and PowerPoint

Effective communication and interpersonal skills

Education

Robert Morris University, Chicago, IL

Bachelor of Science Degree Business Management (May 1989)

Experience

PTG Logistics and Katoen Natie – Consultant – 04/20 – Present

Responsible for implementing/managing processes and procedures while managing the Warehouse, Delivery and Customer Service teams

BPI - Distribution Manager, 02/20 - 04/20

Responsible for managing the Warehouse, Customer Service and Delivery Operations

Louisiana Fish Fry - Distribution Consultant, 01/19 - 12/19

Responsible for the overall implementation of the Distribution Center, which included hiring, training, process improvement and employee development.

MXD Group – General Manager, 04/15 – 01/19

Responsible for managing the warehouse, delivery and customer service operation for the entire Louisiana market, duties include managing budgets, working closely with several clients as it relates to the delivery operation and management of independent contract carriers.

Furniture Mart Distribution Center– Director of Operation, 06/13 – 03/15

Responsible for managing the operation of the Delivery, Warehouse and Customer Service departments. Duties include, working closely with all 8 stores to ensure merchandise is delivered in a timely manner and free of damage; insuring merchandise is received, pulled, stored and shipped according to company processes and procedures. I am also responsible for ensuring that the Customer Service department delivers excellent customer service.

Sears Holding Corporation Distribution Center - Market Delivery Manager, 09/10 - 05/13

Responsible for the overall operation of the Market Deliver/Installation Operation teams in Harahan and Baton Rouge, LA. Duties include, working close with our contracted delivery teams to provide excellent customer satisfaction in relation to home delivery and installation. I am tasked with managing and maintaining the P&L for both the Harahan and Baton Rouge facilities. I am also responsible for providing training for all associates in relation to safety, material handling, data entry, and customer satisfaction.

Office Depot Cross Dock, Lansing, IL- Electronics Manager, 11/07 to 09/10

Responsible for managing the picking, put away and inventory procedures in relation to

Electronics within the cross dock.

The Home Depot Regional Import Distribution Center, Bolingbrook, IL-Inventory Control/Production Manager, 09/02 to 11/07

Oversee all outbound distribution functions within a regional 950K facility. I was charged with overseeing a staff of three managers of a three-shift operation with an hourly staff of 130. Other responsibilities and accomplishments include:

• Oversight of the daily shipping of 30 to 40K cases of product to over 300 stores located in the Midwest utilizing six (6) core Carriers shipping out 50 to 70 Truckloads/day.

• Directly interfaces with Regional Core Carriers, tracking critical performance indices such as on-time performance and charged with the project oversight of critical / emergency merchandise deliveries to our 300+ stores within a 2 - 3-day period.

• Experienced in reporting variances using P&L reports and financial journal entries.

Immediately identified bottlenecks in the operation in the replenishment and loading functions. Realigned staffing to control the flow of merchandise at pivotal operational points that resulted in a 20% increase of throughput.

Instituted a label management process to establish accountability on the picking of orders thus reducing costly rework.

• Chaired the facility Safety/Risk Team, developed a basic Facility Safety Rule manual and several other safety initiatives.

• Served as Facility Learning Manager, instituted certified trainers and foundational training sessions for the entire facility. Certified trainer’s role expanded to include all training initiatives in the facility.

• Initiated the facility safety orientation program, established required training of new associates prior to being deployed in shift job assignment.

• Serve as liaison between Retail Stores and Distribution Center to resolve service problems with LTL Carriers and/or quality of orders shipped.

Exemplary Accomplishments:

1. Year-over-Year improvement of productivity by 42% and 38% in FY 04, 05 respectfully.

2. Year-over-Year improvement of cost center profitability by over 36% each FY of tenure.

3. Established Action Focus Groups to facilitate improved customer service and costs.

4. Rated BEST-FIRST for lowest accidents and injuries on top ten lists for the Region several months during tenure.

5. During my work experience at The Home Depot, I was selected to be the Project Leader for the Eastern Division in

regards to setting up a "Hurricane Relief Distribution Center" in Orlando, FL.

World Kitchen, Inc., Distribution Center, Monee, IL-Shipping/Inventory Control Manager, 07/00 to 09/02

Oversee all distribution functions to distribute kitchen supplies within a regional

facility (750K sq. ft.). Charged with overseeing a staff of four (4) supervisors with

distribution and customer Service responsibilities, which includes 120 hourly associates and a temporary staff of 45-60 employees. Oversee the distribution of supplies for next day delivery throughout the Midwest Region. Summary of responsibilities and accomplishments:

• Initially hired as Shipping/Receiving Supervisor to oversee Shipping, Receiving and LTL Carriers and within three (3) months (April/01) was promoted to Shipping/Inventory Manager to oversee Picking/Packing/Order Flow management in addition to some transportation responsibilities.

• P&L responsibilities for the outbound operation, including the justification of variances and accountability for meeting cost goals for labor, supplies, and variable facility costs.

• Developed quality scorecard to monitor the performance of third-party LTL Carriers and Parcel Carriers that provided next day delivery of merchandise throughout Midwest Region. Reduced manpower by 20% on shipping dock and cost via introduction of fluid lanes and instituted on-site contract carrier personnel working on dock.

• Interface with Regional Sales VP and District Sales Managers to resolve/meet with current/prospective customers to tailor operations to meet customer's needs.

• Oversee the shipping of Haz-Mat via ground and air. Ship average of 2 - 3K pounds of all classes of Haz-Mat via 10 Carriers nightly.

• Oversee the efficiency of Picking/Packing/Shipping of merchandise via RF scanning technology, 2 miles of conveyor and customer directed shipping lanes.

• Improve outbound production through identification of process bottlenecks and championed a project to reduce manpower by 20% in the packing department.

• Certified IATA/DOT Hazardous Materials Shipping.

• Shipped on-line UPS and Fed-ex Air/Ground

NICOR Gas Inc., Joliet, IL-Facilities Service Mechanic, 09/92 - 07/2000

Obtained functional experience in several of the operational areas of the company. Managed 17 Nicor facilities including all outside contractors in relation to Nicor. Reduced overhead costs by eliminating costly outsourcing, reducing department spending and reducing average overtime. Managed operations to achieve excellent results in safety, reliability, production, cost, and quality.

Environetics, Inc. Lockport, IL-Lead Machine Operator, 04/87 - 09/92

Operated electrical seaming lathe, installed baffles for major oil refineries. Supervised as well as trained other machine operators. Identified areas of opportunity for inventory accuracy improvements.

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