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Customer Service Training

Location:
Bloomfield, NJ
Posted:
February 24, 2020

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Resume:

Deborah Gaudios

Mobile: 732-***-**** adbync@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Accomplished professional with management experience in Logistics, Distribution & Warehouse Operations, Inventory Management, Customer Service, Safety, and Loss Prevention demonstrating proven leadership, communication, collaboration, strategic planning, budget & data analysis, project management, team building and problem solving skills.

PROFESSIONAL EXPERIENCE

Jacmel Jewelry, Inc., Secaucus, New Jersey April 2016 to August 2019

Founded in 1977, $100 million Jewelry Manufacturer and Distributor supplying 50+ major retailers (all divisions including .com) to include Amazon, Boscov’s, Burlington, Groupon, HSN, JC Penney, Kohl’s, Macy’s, Marshalls, Nordstrom, QVC, Ross stores, Sam’s Club, TJ Maxx, Walmart and Zulily. The company also distributes its products through the company’s e-commerce website.

Director of Distribution

Hands on management professional with extensive distribution and operational experience. Result-driven leader with proven record in Warehouse and Distribution management skills coupled with a record of meeting and exceeding cost and profit objectives, controlling expenses, maximizing productivity and efficiencies. Proven ability to effectively communicate and resolve issues with internal organization at all levels. Proven ability to build strong trust-based relationships with key members of management. Provide direction and leadership to a team ranging from 62 - 100 employees with 9 direct reports. Responsible for the day to day activities and overall management of Inventory Management, Receiving, Quality Assurance, Bag, Box & Ticket (BBT), Returns, Picking, Packing, Shipping/Manifest, Allocations, Expediting and Customer Compliance.

Established operational processes reducing non-productive time and streamlined functionality in WMS resulting in on time shipments of 99%

Establish KPI’s for evaluating performance for each specific warehouse process.

Hire, train, develop/coach and evaluate warehouse management staff to ensure proper staffing during peak and non-peak season. Developed and implemented a summer schedule to reduce payroll costs during slower season.

Coordinated Cross Training Program between departments to facilitate coverage when needed.

Developed Budget for personnel, equipment, supplies, and all other warehouse expenses. Established and maintained $3 million P & L for the warehouse and ensured compliance within allocated budget.

Strong and effective negotiating skills. Negotiated existing contracts with all warehouse service providers and reduced costs by over 35% e.g. alarm monitoring, garbage disposal, corrugated and warehouse packing & shipping supplies, cleaning supplies, office supplies, etc.

Implemented a Re-cycling Program eliminating the need for used corrugated disposal and also turned used corrugated and paper recycling it into a profit center.

Oversee bi-annual physical counts and reconcile against data to maintain adequate inventory levels. Improved Inventory results over 3 years reducing shortages to less than 1% and reduced downtime from 1 week to 2.5 days.

Developed Security Procedures and oversaw implementation

Developed OSHA regulated Safety procedures to include Emergency Evacuation Plan, Housekeeping Checklist, Forklift Safety, etc.

Gulfstream Goodwill Industries, Inc., WPB, Florida April 2014 to October 2015

Non-Profit Charity with 28 Stores, 23 Donation Centers, 2 Distribution Warehouses, and Commercial Business Account

Director of Operations (Donations, Logistics, Warehouse and Distribution)

Responsible for multiple facilities and business units in 5 counties. Lead a team of 135 staff members with 8 direct reports. Provide leadership in the areas of donations, customer service, warehouse & inventory management, distribution and logistics. Developed and executed strategic and operations plans, financial management and budgeting.

Developed metric driven operational strategies solutions and best practices that significantly increased operational compliance resulting in an improved bottom line.

Lead departments by driving continuous productivity and system improvements to achieve operational goals and reduction of costs while maximizing operation efficiency.

Created and efficiently managed $3 million annual Operations Budget.

Lead company Salvage Program increasing annual sales from $1 million in 2014 to $1.34 million in 2015

Reduced costs by 50% for Uniform Program, Electric Forklift lease, Baler Service, Gaylord, Pallets, and Bins.

Negotiated (10) 2016 Penske Trucks reducing monthly leasing and service by 25% in 2015.

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Developed and implemented company-wide Recycling Program for various commodities resulting in a reduction of $30,000 in waste management fees and $8,000+ in added revenue stream in the first 5 months of implementation.

Collaborated with Kaizen Manager to develop warehouse optimization plan for continuous improvement and efficient flow of product. Minimized, if not eliminated waste ( processes, staffing, purchasing, logistics)

Developed customer demographic analysis for In-Home Donations. Identified satellite warehouse for efficient and improved Customer Service.

Researched and Implemented Nextraq Dispatching, GPS, and Routing Software which increased efficiencies by 30% resulting in a reduction in price over existing software of $3,000 per year and improved overall customer satisfaction.

Hired, trained, developed, mentored and evaluated staff. Created succession planning tools.

Created various job descriptions, equipment training documents, key position training material. Developed Loss Prevention Policies & Safety Incentive Programs & Audits, Awareness and Training.

Macy’s Logistics and Operations, Secaucus, New Jersey Aug 2010 – Dec 2012

One million sq. ft. flagship logistic and operations distribution center servicing 50 Macy’s and 30 Bloomingdale’s doors including New York City Flagships. Process 12 million cartons = $8 billion

Director of Supply Chain Asset Protection

Provide leadership, strategic vision, and direction to a security team of 41 with 4 direct reports. Responsible for preparing and managing $2 million annual operating budget along with all security and logistics for the corporate office and flagship distribution center.

Designed and oversaw new installation of HD IP CCTV for 1 million square foot interior facility, 60,000 square foot e-commerce fashion jewelry cage and thermal imaging analytics protecting 4,000 liner feet of external fence. Updated existing analog system in 60,000 square foot fine jewelry vault.

Accountable for the managing of the security operations of E-Commerce fulfillment areas.

Minimize theft, fraud, and non-compliance issues through skillful investigations, case management, effective training re-development of investigations department and global security program leadership.

Created a network of local, state, and federal law enforcement agencies to ensure successful case management, prosecution, and recoveries. (2012 cases yielded $3 million recovered)

Provided physical security assessments and implemented various processes such as guard tour system and employee, visitor, and driver access control.

Recruit, hire, train and performance manage security department and provide succession planning.

Reduced overtime budget by 30% through creative thinking, flexible scheduling, and alignment of resources.

Improved Operational Audit score from 75% to 98% in 2011 & 2012.

Sixty, USA, Inc., Secaucus, New Jersey April 2005 – March 2010

$920 million global wholesale and retail Italian brand of men’s and women’s contemporary apparel, footwear and accessories.

Director of Logistics, Warehouse and Inventory Management

Responsible for a 50,000 square ft. facility supervising a staff of 60 with 8 direct reports to include Receiving, Inventory Mgmt., pick/pack operation, shipping, logistics, EDI, allocations, Return, and Customer Service/Compliance departments.

Created and implemented a strategic overhaul of the warehouse structure through metric driven analysis resulting in 5% reduced overhead and 20% improved square footage utilization and warehouse flow.

Developed and successfully maintained $1.6 million annual budget.

Responsible for Import/Export coordination i.e. freight forwarders and custom brokers.

Supervised Inventory Management systems and liaison with headquarters to ensure efficient inventory tracking resulting in a reduction of shrinkage from 4.12% to 1.2% within first year.

Oversaw all security, safety and inventory control functions including cycle counts, loss prevention for warehouse and retail stores conducting loss prevention investigations and developing LP training guidelines.

Re-negotiated all vendor contracts resulting in significant savings of $ 50,000 per year.

Gracious Home, New York, New York Aug 2001 – April 2005

$60 million volume family owned upscale home goods retail organization with 5 stores in New York City

Director of Loss Prevention, Safety and Inventory Control

Developed and implemented company-wide Loss Prevention, Safety, and Inventory Control Management programs.

Developed company-wide needs assessment across all operational support arenas (cash management, sales media, POS) which resulted in strategy execution and savings of over $70,000 within first year.

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Created policy and procedure manual and improved operational compliance resulting in improved merchandise profits, while reducing shortages relating to bad checks, credit card write-offs, and charge-backs.

Managed and developed operational procedures for company warehouse and owned delivery department which resulted in a 40% reduction of driver accidents in the first year and 60% reduction in the second year.

Developed and implemented an in-house, company-wide Inventory Management system.

Sourced/implemented security coverage, alarm system, CCTV, UC programs and safety programs.

Conducted investigations resulting in apprehension and prosecutions recovering $100,000

Polo Ralph Lauren Retail Group, Lyndhurst, New Jersey March 1988 – July 2001

$560 million international company and designer brand for apparel, footwear, home décor, and furnishings with wholesale and retail operation.

Director of Loss Prevention and Safety

Responsible for the strategic vision, planning, development, implementation, and directing of companywide LP and Safety Programs for 130 outlet stores with a volume in excess of $560 million dollars. Supervised, trained and developed a team of 41, with 16 direct reports. Partnered with merchants, store operations, finance, store design, inventory control, and IT to create policies and procedures which resulted in reduced shrinkage and higher profits.

Partnered with HR to hire, train, develop and coach the Loss Prevention team to include Store, Area, District and Regional Loss Prevention Managers.

Developed and implemented a comprehensive hiring and training process, shortage awareness training, shortage reduction plan, LP/Operational Audit, exception reporting, Cash Management System and various incentive programs.

Achieved and maintained 1.2% below industry average shrinkage results through effective staff supervision and procedure models.

Developed Loss Prevention policies, procedures, and technologies to include access and employee controls, receiving/shipping controls, LP awareness training modules, LPSC programs, focus store programs and CCTV and EAS analysis.

Authored two LP training videos geared towards internal and external theft awareness and prevention, implemented pre-employment screenings, Silent Witness Employee Hot Line and Health and Safety programs.

Conducted investigations which resulted in admissions and recovery in excess of $500,000 per year.

EDUCATION/CERTIFICATIONS

William Paterson State College, Wayne, New Jersey

BS in Art History with a Minor in Business

Sawyer Business School – Business Studies

Wicklander - Zulawski Basic, Advanced, and Telephone Interview/Interrogation Training

The Laboratory of Scientific Interrogation, “SCAN” Analysis Training

Proficient in the use of: Microsoft Office, Word, Excel and Power Point

Honored with Macy’s Make Magic Award – “Through Innovation and Ideas.”



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