Customer Experience Project Management

CLARK H. DORSEY

Phone 404-***-**** Email ************@*****.***

Area Manager

Results-oriented and dynamic professional with over 16 years of progressive experience in finance and operations management within high-growth organizations. Resourceful and creative individual, skilled in analyzing data, identifying areas for improvement, managing financial risks, and maintaining a sound system of internal controls for optimizing the utilization of financial resources. Intuitive strategist with acute business acumen and the ability to develop trust and credibility in promoting leadership and team building.

Proven success in taking corrective actions and partnering across the organization to deliver sound financial guidance for increasing efficiency and bottom-line profits. Able to turn around difficult business situation and execute effective budgetary plans to achieve financial goals and objectives through creativity, brainstorming, influencing and a solid vision. Excellent communication and interpersonal skills to successfully work in partnership with leaders and team members, both downstream and upstream.

Key Skills & Competencies

Business Cases I Driving Customer Experience I Free Cash Flow Modeling I Global Finance I Online Retail & E-Commerce

Product Launches I People Management I Coaching I Performance Improvement I Project Management I Change Management

Growth & Expansions I Data Analytics Written & Verbal Communication I Creativity & Passion I Technology Acumen

Professional Experience

Walmart Chino, CA

Area Manager 2021 – Present

Responsible for managing outbound operations: financial forecasting, planning and budgeting, order distribution, scheduling, resource planning and process assignments to balance flow and optimize performance to achieve customer SLAs. Point of contact for operational concerns, mechanical failures, consulting and decisions on corrective action to take. Direct supervisors and support staff in all outbound functions to ensure duties and performance expectations are met to achieve the desired outcome.

Selected Contributions:

Completed installation of Oracle patch software improving accuracy of ANT inventory management system

Directed repairs to conveyance 5x5 reconfiguration eliminating workflow issues, improving cycle time and flow efficiency

Implemented Workday including validating HR hierarchy, completing training, end to end testing, and business sign off

Developed new manager onboarding guide shift checklist, training aides, links, etc. leading to improved job performance of critical job responsibilities

Mentored other team leaders raising performance level and improving voice of the associate feedback scores.

Amazon Grand Rapids, MI

Operations Manager 2020 – 2021

Responsible for building and executing Inbound productivity plans through forecast reviews, determining productivity requirements, and partnering with other leaders to load balance. Managed safety, quality, productivity, and customer delivery promises. Collaborated with all support teams including Safety, Engineering, Loss Prevention, Quality Assurance, Human Resources to develop plans to meet business objectives.

Selected Contributions:

Contributed to a receiving record of 1M items for peak season

Led 52-member team with best inbound performance and coaching, while developing 3 new managers

Directed operational activities, achieving daily performance goals and KPIs through effective resource utilization and taking corrective action, as necessary

Developed performance goals and objective, achieving customer demand and ensuring 100% accuracy and quality

Documented procedures that removed ambiguity, confusion and drove process improvement and efficiency which resulted in $100K cost savings

The Home Depot Atlanta, GA

Finance Manager (Operations) 2004 – 2020

Played an integral role in reducing cost of goods sold (COGS), budgeting, projects, subsidiary integration projects, transaction costs, improving process efficiency, and streamlining operations by developing and researching new procedures. Facilitated driving key functional financial metrics through tactical action planning and implementation. Tracked financial performance and manage workload using metrics, as well as ensure the adherence to set policies and procedures. Oversaw the maintenance of assigned general ledgers in compliance with GAAP. Handled diversified tasks and reports, such as reconciliation, variances, forecasts, accounts receivable, accruals, filling deposits, invoicing, and sales tax. Administered Travel & Expense of Company’s travel & expense SOP and policies / procedures for publication on the portal. Delivered direct oversight of business review processes with strong focus on quality control and operational efficiency. Focused on systemic and process improvements, with main focus on optimizing invoicing, processing activities and handling vendors payment timeliness. Adhere to SOX Financial Controls for invoice processing and accurate financial reporting.

Selected Contributions:

Executed cost savings initiative by offshoring 48 fulltime positions, resulting in a $2M savings

Drove electronic invoice penetration from 24% to 99%, $1.53 per invoice to $.99 per invoice

Implemented supplier payment discounting tool, resulting in $2.5M annual savings in FY 2018

Serve as administrator of American Express Card Programs and hold the responsibility of overall program management & administration Company Corporate Credit Card & Purchasing Card programs, processes, policies, and controls. 12K P-Cards, $70M spend, 7K Corporate Card, $59M spend, 100 Suppliers Amex BIP, $63M spend

Provided leadership to 6 offshore teams (28 employees) in completing Accounts Payable functions outsourced to IBM in Bangalore, India

Lead multiple teams in Non-Merchandise Payables, including Travel and Expense, Non-PO/PO, Purchasing Card, and Finance Contact Center

Supported in preparing annual budget of $1.8M and evaluating expenditures on monthly basis, while meeting predefined budgetary constraints

Conducted root cause analysis on $2.2M increase in inventory shrink for 1,300 stores preventing an expense to the P&L

Led key initiative to offshore 48 FTEs in Accounts Payable and saved cost up to $500K annually to IBM in Bangalore, India

Supported in adding American Express Buyer Initiated Payments to SAP for suppliers to pay an early payment discount for invoices to be paid ahead of pay terms, $2.2M in discounts taken annually

Performed root cause analysis on T&E clearing account with a $1.1M reconciling balance to resolve issue

Achieved many accolades and earned recognition form CFO for driving cost savings (COGS) and process improvement initiatives totaling $9M cost savings

First Marketing Services Atlanta, GA

Director of Operations 2000 – 2004

Spearheaded store merchandising initiatives and facilitated the opening of 60 new retail stores and over 500 store remodel projects.

Organized in-depth personnel training programs to achieve performance excellence. Developed policy and protocols with comprehensive product knowledge, as well as ensured the delivery of exceptional sales and customer service. Led and coordinated all aspects of installation and troubleshooting, while providing training to customer sales personnel. Oversaw the layout designing and implementation of store planograms as per company guidelines. Provided leadership oversight of policies and procedures, forecasts, KPI performance, contracts, budgets, workers comp, and inventory audit.

Selected Contributions:

Earned appreciation and marketing award from executive team, in recognition of significant professional performance and contributions

Held the responsibility of all merchandising, inventory control, ordering, and maintenance activities in an efficient manner for about 40 different manufacturers

Additional experience as Bank Officer at SunTrust Bank.

Education

Bachelor of Business Administration - Concentration Business Management Valdosta State University – Valdosta, Georgia

Technology Proficiencies

Microsoft Office Suite (Word, Excel, and PowerPoint), Power BI, RPA, SAP, Ariba, Concur, PeopleSoft, Great Plains, Taulia, Tableau, FM Pilot, COGNOS

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