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Customer Service Manager

Wagoner, OK, 74467
February 28, 2020

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Marvin Brown

**** ** ** **., *******, OK ***** 918-***-****


An experienced records and documentation person with EDMS and ECM experience will benefit any organization with knowledge of records, Customer Service, document and data management, attention-to-detail, and ability to plan and execute projects.


Sales and Customer Service

Records Management

Project Management

Microsoft Office Suite

Process Procedures/Work Ins

Planning & Scheduling

Document Management

Budgeting & Finance

Team Leadership

Inventory Management

Vendor Relations


Walmart Corporation, Broken Arrow, OK 4/2/2016-Current

Department Manager

Plan and implement systems that perform the work and fulfill the mission and the goals of the department efficiently and effectively.

Plan and allocate resources to effectively staff and accomplish the work to meet departmental productivity and quality goals.

Plan, evaluate, and improve the efficiency of business processes and procedures to enhance speed, quality, efficiency, and output.

Maintain merchandise accuracy for the facility by binning and picking merchandise utilizing the inventory management system, completing audits, working inventory exceptions, and correcting capacities.

Ensure policies and procedures are followed for quality and accuracy of inventory.

Maintains quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements.

Contributes to team effort by accomplishing related results as needed.

Inventory Control Supervisor (CAP-1)

Manages daily department inventory operations, including training, supervising, and performance of 8 employees.

Supervises associates by assigning duties, communicating goals, providing feedback and follow-up, monitoring performance, teaching and supporting company policies and procedures, ensuring compliance, and participating in the hiring, promotion, coaching teaching and evaluation of associates.

Drive achievement of financial goals by managing Inventory Flow Process and SWAS planning, ensuring backroom standards are maintained, and ensuring freight is processed correctly and that backroom is prepared for incoming freight.

Maintain merchandise accuracy for the facility by binning and picking merchandise utilizing the inventory management system, completing audits, working inventory exceptions, and correcting capacities.

Ensure policies and procedures are followed for quality and accuracy of inventory.

Use of computer application Sales Tool and Backroom Tool for control and movement of inventory.

Henson Electrical Corporation, Wagoner, OK 10/1/2015 - 4/1/2016 Out of Business

Documentation Coordinator

Oversee all the electrical drawing; redline/mark ups for each project. Coordinate with superintendent to ensure compliance per project/local code requirements.

Compiles and maintains records and related files for released drawings and engineering documents before sending to manufacturing and other operating departments by performing the following duties.

Examines documents such as drawings, change orders, release authorizations and specifications to verify completeness and accuracy of data.

Contacts and confers with document originators or engineering personnel to resolve discrepancies and compiles required changes to documents.

Posts changes to computerized or manual control records, releases documents, and notifies affected departments.

Manage Drawings and Engineering Change orders. Document revision, distribution, obsolescence, and retention activities.

Track change orders through change order process, ensured changes were approved and documents were updated before release, archived older revisions of documents.

Order material and supplies from vendors as required meeting scheduled production.

Perform quality inspections on products and materials received per PO requirements for conformance and quantity.

Maintain daily spreadsheet of detailed cost breakdown of material and labor.

Compile all drawings, cut sheets and OIPM for final turn over to client.

LINDE PROCESS PLANTS, INC., Tulsa, OK, 2/ 2/2006 - 9/ 25/ 2015

Documentation Manager

Manages daily department operations, including hiring, training, supervising, and performance reviews of 12 employees. Reviews contracts and plans Project Internal Documentation Procedure (A-PC). Communicates client requirements to vendors with vendor document delivery schedule (VDDS) and vendor specifications (A-SG). Established procedures and protocol for documentation, VPN/FTP document exchange, equipment data books, and instruction manuals. Administered EDMS-Documentum, ACL-Permissions, access, and security databases. Plans and monitors department budget and generates reports. Works with international subsidiaries. Ensures all records data is entered and maintained according to corporate standards.

Key Accomplishments:

Established process procedures and instructions for document control and records management.

Increased efficiency through design and implementation of Electronic Document Management System (EDMS).

Established training programs and materials for EDMS and ensured compliance.

Reduced cycle times and expedited turn-around through implementation of electronic vendor review cycles.


Engineering Documentation Manager, 1995-2006

Supervised documentation department staff of 12 and served as administrator for AutoCAD and SolidWorks. Spearheaded design and implementation of documentation standards and protocols. Ensured compliance with UL, CSA, NFPA, and AMCA. Facilitated special project requests (SPR). Established and monitored CAD standards, including resource planning and product configuration management. Performed configuration management (CM) and project management, including implementation of lean manufacturing processes. Designed and developed products; provided solutions for flaws. Provided technical direction and support for manufacturing and production operations. Improved product functionality, quality, and cost.

Key Accomplishments:

Saved $85K through implementation Electronic Document Management System (eChange), which increased security and allowed for better tracking and workflow globally.

Automated all business processes and ensured compliance internally and externally.

Saved $270K through motor inventory reduction and delivery increase.

Saved more than $500K through replacement of wood pallets with slip sheets for two key clients.

Recommended and implemented document change requests (DCRs), engineering change notices (ECNs), and engineering change orders (ECOs).


Honorable Discharge – U.S. Navy

Held Top Secret Clearance


Associate of Science in Engineering Science

Tulsa Community College


Six Sigma Black Belt – Information Governance (IG) – Electronic Records Management (ERM)


Excel 1,2,3 – Management Skills Training – Documentation Processes & Controls – Communication – Behavior Management – Project Management – Conflict Resolution & Confrontation Management – Personnel Law – Computer-Aided Drafting


American Records Managers Association (ARMA) – Association for Information and Image Management (AIIM)

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