MARIA N. CARIOU

adajns@r.postjobfree.com

289-***-****

Profile

Implementation of process and metrics to ensure all company goals are met

Increased Customer Retention by 20% and increased Customer expansion by 15%

Experienced Logistics Manager with over 10 years of experience in warehousing and LTL

Oversee and liaise with colleagues to ensure stock is maintained and moved efficiently

Strategically manage warehouse in compliance with company’s policies and vision

Maintains receiving, warehousing, and distribution operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures.

Monitor and responsible for coordinating the storage, transportation and delivery of goods.

Manage customer onboarding process

Working collaboratively with client personnel, leveraging their resources and knowledge to achieve project goals and complete deliverables on-time;

Cultivating and managing relationships at the client leadership level;

Managed inventory and maintained products for efficiency and minimal cost to meet expectations

Developed strategic plans in cycle and capacity to maximize space for products.

Developed and delivered a Regional distribution and logistics process

Motivated, enthusiastic, quick learner, punctual and supportive with an outgoing personality

Excellent customer service, communication and leadership skills to manage a dynamic team

Translated operations metrics into shrewd business management and cost reduction programs

Versatile, strategic-thinking executive with expertise

Performed operations management, budget development, staffing, and cost control

Provides continuously in daily operation in terms of coaching, planning, implementation and logistics throughout York Region and Simcoe County

Ability to manage and monitor Customer Service Agents (Call Centre) and Driver’s productivity

Developed and maintained usage of measurements to monitor, analyze and plan improvements

Completely revised yearly operation to generate 10-15% target increases

Created and executed unique incentive programs to stimulate and direct customer focus resulting in a 10-18% increase of Production. Manage the daily production planning and establishment of production schedules

Used tracking and analysis tools to monitor and identify performance inconsistency, monitoring and maintenance of CVOR in fleet operation. Directing and supporting dispatchers, drivers, and profit and loss cost centre team. Developing team targets and annual objectives for cost-savings and ensuring they are met.

Developed and maintained target setting and variance analysis for all inbound and outbound telemarketing sales channels

Created and developed recommendations to improve productivity, quality, and efficiency of operations.

Handle communications and negotiations with external suppliers

Achievements

Collaboratively developed a Regional fuel savings program resulting in cost savings of 18%.

Reducing overall operational budget by 13%.

Achieved and exceeded in increasing production levels 8% in a four-month time frame.

Developed a Regional program outsourcing sales of procured product generating 750K in additional revenue.

Assisting in setting objectives and KPI’s for Distribution program. Result increase by 35% in productivity in House hold picks.

Maintained and monitored quality of inbound and outbound shipments.

Developed strategic plans in cycle and capacity to maximize space for products.

Transformed the formerly dysfunctional logistics program within the GTA. Developing new policies and procedures reducing logistics cost, and increasing customer satisfaction

Collaboratively developed a Regional Confirmation program increasing customer retention by 35%.

Coached, trained and mentored members of the management team empowering them with the tools and insight needed to be value added contributors to the management needs of their business units

Experience

Operations Manager/Durham Power Sweeping

April, 2017- Present

Ensuring the approach of running an organization that supports the concept of continuous improvement

Oversee daily operations of routes/services for our cleaning/street sweeping crew

Manage and provide leadership for all supervisors and direct reporting employees

Manage and attend all Health and Safety meetings and train employees on any safety issues

Prepare the daily schedule of operations on a daily – monthly basis

Manage customer complaints and concerns

Developing, revising, and recommending personnel policies and procedures

Created and developed recommendations to improve productivity, quality, and efficiency of operations.

Develop/update company policies and implement training as needed (Health and safety, MTO regulations, etc.)

Oversee that all employees are adhering to company policies and procedures

Communicate with clients; fulfill their needs by directing/arranging crew for clients requested services

Assist with preparation of RFQ and Bid Tender Responses.

Other duties as directed or required

Assistant Call Centre Manager/The Car Girls

March, 2016- April 21, 2017

Managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations

Carrying out needs assessments, performance reviews and cost/benefit analyses

Setting and meeting performance targets for speed, efficiency, sales and quality

Ensuring all relevant communications, records and data are updated and recorded

Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;

Maintaining up-to-date knowledge of industry developments and involvement in networks;

Monitoring random calls to improve quality, minimize errors and track operative performance;

Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;

Reviewing the performance of staff, identifying training needs and planning training sessions;

Recording statistics, user rates and the performance levels of the centre and preparing reports;

Handling the most complex customer complaints or enquiries with professionalism

Organizing staffing, including shift patterns and the number of staff required to meet demand;

Coaching, motivating and retaining staff and coordinating bonus, reward, and incentive programs

Forecasting and analyzing data against budget figures on a weekly and/or monthly basis.

Operations/Logistics Manager/Canadian Diabetes Association

October 17, 2005 – March 13, 2016

Exercise sound human resource management practices to maintain strong fiscal accountability

Ensures payroll records are accurate, sending information to payroll department of National office

Assisting in setting objectives and KPI’s for Distribution program. Result increase by 35% in productivity in House hold. Developed tracking and analysis tools to monitor and identify performance inconsistency

Managed, coached, directed and motivates local Business Operation staff to achieve quotas to ensure that budgeted revenues are achieved. Developed and delivered a distribution and logistics process within York Region and North Simcoe County.

Managing the daily running of the Call Centre, including sourcing equipment, effective resource planning and implementing Call Centre strategies and operations.

Carrying out needs assessments, performance reviews and cost/benefit analyses (Call Centre)

Setting and meeting performance targets for speed, efficiency, sales and quality;

Reviewing the performance of staff, identifying training needs and planning training sessions;

Developing new policies and procedures reducing logistics cost, and increasing customer satisfaction.

Controls inventory levels by conducting physical counts; reconciling with data storage system.

Focus on safety, cost management and business growth in all interactions and directives

Oversee and liaise with colleagues to ensure stock is maintained and moved efficiently

Monitor and responsible for coordinating the storage, transportation and delivery of goods.

Oversee the 3PL warehouse operations and support the daily operations

Assistant Sales Manager/IKEA, Vaughan

May 5, 2003 – October 12, 2005

Managing operational performance of sales team to ensure performance standards were met.

Providing leadership, direction, coaching, and training of ten sales consultants.

Conducting performance reviews, identifying problems, counseling employees, and take proactive measures to correct problems.

Determining staffing levels; interview and hire new employees.

Develop and administer objectives, operating policies and procedures, budgets, and strategic action plans for achieving goals.

Create and maintain tracking mechanisms for effective prospecting and sales forecast.

Analyze and report traffic flows according to product presentation and marketing calendar.

Audit clean & orderly work environment.

Plan and implement marketing techniques to increase sales and reduce overstock products.

Ensure S/R and SS audit.

Overseeing receiving, warehousing, distribution and maintenance operations

Setting up layout and ensure efficient space utilization

Administrative Assistant/Canada Post Corporation

May, 2000 - February, 2002

General Manager/Four Winds International Group, Oregon

July, 1996 - June, 1997

Purchasing Manager/Canadian Embassy, Manila

May, 1991 - June, 1996

Skills

Business Acumen with provable Recruitment & Retention Strategies

Developed programs resulting in 15-18% savings which lead to production revenue of over 11.2M

Reduced operational budgets by 13% and corporate shrinkage by 20%

Change Management and Workforce Planning

Performed Health and Safety / Training and Development

Leadership skills and the ability to motivate and develop staff

Coached, trained and mentored the logistics and office management team within the GTA

Technical expertise in Operational Management

Knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook, Access) SAP

Education

Business Administration (Bachelor of Commerce)

University of Santo Tomas, Manila1984 – 1988

WSIB

Basic Certification – Part One

Workplace (Specific Hazard Training) – Part Two

AODA Training

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Safety First Training & Support Services – Train the Trainer

CVOR Awareness/Facility Audit Awareness

Carrier Safety Rating Awareness

Hours of Service for Drivers & Managers

Vehicle Inspection Awareness

Slip, Trips & Falls for Transportation

Manual Material Handling

WHMIS

Cargo Securement

Management Fundamental Training

September, 2007 (Ottawa)

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