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Manager Customer Service

Louisville, Kentucky, United States
September 27, 2019

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Willie Brown

*** ******* ****** • Marion, AR ****4

870-***-**** •


Customer Relations •Inventory Control • Operations Management • Planning & Scheduling Production • Project Management • Quality Assurance• Supply Chain Management• Shipping & Distribution Management•

Provider of Integrate Supply•

Achievement driven management professional with a highly successful record of work experience recognition, promotions and success in warehouse positions. These include but are not limited to operations management, human resources, supply chain management, production control and manufacturing management. Success is contributed to my ability to facilitate teamwork among employees, maximize utilization of resources, control budget costs and inventory to maximize profits, turn around under-performing business operations, and manage facilities to uphold set standards of the corporation and corporate office.

I am a proven leader eager to assist in expanding operations and providing exceptional customer service which

I believe to be the cornerstone of success of any business or company. I thrive on operational challenges and consider integrity and leadership to be my driving motivators.

I offer strong computer and technical skills, specifically working with various Warehouse Management Systems, data transfer, batch processing and report creation through Adobe, data download from the MRP into Excel and also data transfer and report preparation in Adobe Acrobat from MRP; Additional strengths include:

• shipping & receiving • communication • contract negotiations

• leadership • professional development • strategic thinking

• service orientation • production planning/scheduling • relationship building

• internal inventory audits • operational analysis • troubleshooting

• staff training/development • regulatory compliance • quality control

• P&L analysis/accountability • purchasing • human resources

Professional Experience

QUALA WASH West Memphis, AR

January2016 – current

Facility Manager – overseer of the largest independent provider of comprehensive container cleaning, tank washing, tank testing and repair services for commercial and industrial portable liquid and dry bulk containers in the United States. Responsible for the implementation of environmentally friendly cleaning services for bulk transportation companies while offering services including storage tank repair and full tank maintenance services on-site.

• Assure that the appropriate infrastructure, systems/processes and people are in place to achieve our business objectives, develop new market opportunities and meet financial/market targets.

• Manage the day to day operations of the company assuring the needs of our customers, vendors and suppliers, are met in a timely manner and of quality standards.

• Responsible for the management of the facility, creating a safe and desirable work environment in order to produce an acceptable profit margin while excelling in service quality and maintaining regulatory compliance.


West Memphis, AR

Southaven, MS

Indianola, MS

January 2012 – January 2016

Regional Area Manager - Responsible for the successful implementation and effective time management to maximize growth, brand awareness, and relationships with existing vendors, distributors, and direct accounts. Manage daily, weekly, monthly sales and territory plans contributing to the development of the Company’s overall strategic plan.

• Manage the day to day operations of the company, paying close attention to our customers, vendors and suppliers, identifying and developing new business opportunities to grow the division and formulating and communicating a strategic plan and direction.

• Assure that the appropriate infrastructure, systems/processes and people are in place to achieve our business objectives, develop new market opportunities and meet financial/market targets.

• Develop, maintain and monitor annual operating budget for each business unit.

• Supervise the review and adherence to each business unit’s budget, P&L

and aging reports.

• Develop and oversee business forecasting projects.

• Work with other senior managers on product development, pricing and other

strategic operational issues.

• Execute the region specific business plan including: communicating the future (vision) to employees, making key hires, professional development for self and staff, client selection and associated marketing efforts, project delivery/management, health and safety, loss prevention and quality control.


March 2011-January 2012

Site Manager - Managed all aspects of warehouse operations for this distribution industry. Established and maintained a proven record of achievements for overseeing production planning, scheduling, shipping/receiving activities, and safety. Honorably recognized for making impacts on work-flow quality, efficiency, profitability, and customer satisfaction. In addition, earned recognition for management achievements while overseeing operations of the Southaven branch with 72 employees, (which is the second largest out of 285 branches in the company). Was later assigned two additional branches in Memphis with a total of 43 employees conjointly before being promoted to Regional Area Manager for the company.

• Overseen employee human resource duties including but not limited to: employment recruiting and interviews, new hires, promotions, terminations, performance appraisals, manage performance issues, and documentation and management all disciplinary actions.

• Maximized utilization of equipment, manpower, and materials through efficient scheduling of production based on open orders and material availability.

• Performed pre-shift checks daily to inspect manufactured products for quality assurance and briefed team leaders to ensure quality, delivery budget and environmental objectives are being met.

• Monitored the discipline of staff, staff performance and progress to motivate, organize, and encouraged teamwork to ensure the quality of products underwent the set quality and standards of the facility thus ensuring productivity targets were upheld and met in accordance with the set cooperate regulations.

• Met with Operation Supervisors/Managers on a weekly basis to advise them on production staff requirements based on product orders and manufacturing needs.

• Maintained communication with shipping and customer service reps/buyers to ensure that orders were produced and delivered in accordance with quality standards and customer specifications.

• Maintained an excellent record of safety and consistently completed projects in a timely manner and while staying within allotted budget.

• Maintain the safety of the company’s employees by ensuring workplace health and safety requirements were met while taking responsibility for the security of the building and stock.

• Used hand-held computer to record daily loading/unloading activities and/or the writing of daily recaps to capture all billing and payroll information for review of accuracy and omissions prior to daily transmittal to the corporate office.

• Constructed a new management team that produced extensive turnover resulting in an 50% increased audit score.

• Recognized for achieving and maintaining the maximum Net Operating Income levels every quarter since April 2012.

• Achieved and maintained highest audit score (94.7%) of any location in U.S. for the year in 2013 and the highest score ever achieved at the Memphis site since 2011.

• Successfully maintained an annual revenue of $5.62 million within the company and a Net Operating Income of over $1,200,000 per month.

• Under implementation of new management staff, employee scheduling, and cost control, I was able to increase profitability from 50% of weekly revenue to 100% goal for the site location.


April 2006 – February 2011

Shift Supervisor - Served as the key contact for all employees on their assigned shift. Responsible for overseeing

all departmental activities during the shift, including achieving cost, productivity, safety, and quality objectives.

• Coordinated with the team to stage product for packaging.

• Prioritized and managed work assignments for shift.

• Entered/recorded production information as necessary.

• Inspected manufactured products for quality assurance.

• Conducted employee interviews, training sessions, and performance evaluations.


February 2005–June 2010

Operations Supervisor - Responsible for seeing that the work of all staff met established performance standards.

Recognized for improving employee's job performance to ensure that all necessary tasks are completed in accordance

with specifications and deadlines.

• Overseen and directed the activities of the operations department and operations staff.

• Reviewed departmental and individual employee performance, and prepared related assessment reports.

• Maintained activities logs, monitored productivity, and prepared reports for management.

• Prepared proposals for needed expenditures both internally and externally within the company.

• Prepared weekly and monthly reports on company progress, industry trends, and potential problem areas.


January 2001-February 2005

Site Manager - Responsible for handling the financial operations of the property, and executing the receipt of prompt

and timely payment of all mortgages, taxes, insurance premiums, payroll, maintenance bills, and miscellaneous renter's


• Supervised the preparation of financial statements and periodically reported to the owners on the status of the

property, occupancy rates, dates of lease expiration, and other matters.

• Monitored the performance of the contractors, and investigated and resolved complaints from residents and tenants when services are not properly provided.

• Purchased supplies and equipment needed for the property.

• Made arrangements with specialists for any repairs that could not be handled by the regular property maintenance staff.


Post Graduate:

Master of Divinity in Biblical Studies 01/2011-05/2012

Masters of Arts in Business Management 01/2005-12/2007


Bachelor of Theology in Religious Studies 01/2009-01/2010

Bachelor of Arts in Business Management 08/1993-05/1998

High School:

High School Diploma 08/1989-05/1993

Computer Skills:

Access, SCAN, Adobe, WAMS, Kronos, SAP, Oracle, MRP Systems & Microsoft (Outlook, Word, PowerPoint, & Excel)

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