Customer Service Manager

Alson Alan Zwass

***** **** ****** *****, ************, FL 32225

Cell: 904-***-****; *******@*****.***

PROFILE

An experienced Business Consultant with a proven history of process improvement, crisis management skills. Results driven professional with excellent credentials and a diverse background. Extensive managerial experience including small to mid-level business improvement. Adept at using technologies to engage and educate customers and associates. Motivating mentor with a passion for training and a history of developing future leaders. Outstanding interpersonal, leadership, and public speaking skills. Analytical, articulate, and diligent.

RELEVANT SKILLS

Financial Management/Budgeting Problem Solving Forecasting

Performance Metrics Manufacturing Microsoft Office

B2B, B2C Customer Service/CRM Procurement

Supply Chain Management Process Improvement Human Resources

Business Development/Sales Project Management Marketing

Inventory Control Turnaround Expert Leadership Training

Project Management Crisis Management Teambuilding

EXPERIENCE

International Services Inc.

Sr Project Manager/Sr. Business Consultant, Buffalo Grove, IL (Jan 2017 – Present)

Project Manager and mentor for several Senior Business Consultants on different projects. “Turn arounds” for many small to mid-level businesses from 1.2 M to 36M. Goal to help these companies develop strategic direction to increase revenue by creating and managing compliant risk programs, decrease costs, gain efficiency and most importantly improve profitability.

Sr. Business Consultant American Management Services Inc., Orlando, Florida (Feb. 2015-Jan 2017) President, Chief Operations Officer, Vice President of Sales training business development. or Controller during each consulting project. Responsible for running 2 projects per week. Domestic and International Companies. Focus is on the areas requiring immediate improvement such as financial stabilization, business development, pricing, supply chain, customer satisfaction, cost reduction, data analysis and developing and implementing process improvements, managing and tracking of key initiatives as well as leadership development and transition of ownership. Most importantly collecting and managing cash.

Owner/President Buy 4 Less Clearance Centers (buy4lessamerica.com) Jacksonville, Fl (June 2005 -Feb 2015) Brick and mortar stores, internet fulfillment (B2C) and Business to business B2B. Retail and wholesale distribution of high quality merchandise and electronics. Authorized reseller for HSN, Costco, BJs Warehouse and Overstock.com.

S.V.P. International Procurement and Distribution Pride Mobility Products, Exeter, PA (Feb 2003 -June 2005)

Reported directly to CEO. Managed Domestic and International Procurement and Manufacturing for a 500 million company

Directed management of components and finished product from suppliers to manufacturing locations worldwide.

Administrative responsibilities for 10 domestic and international distribution/manufacturing centers.

Managed fulfillment of 120,000 component parts.

Continuous improvement of the supply chain process.

Created a new MRP driven Demand Planning module.

Plan and manage demand and supply relationship to constantly balance inventory levels with scheduled customer commitments to accomplish growth, profit and R.O.I.

Created new purchasing goals and world class methodologies.

V.P. of Operations (Contract) Crafts Americana Group, Inc., Vancouver ( Feb 2002 to Feb 2003)

1 year contract to re-structure the organization.

Restructured Operations and Stores improving gross sales from $15 Million to $25 Million.

Consolidated 2 distribution/call centers into one centralized in Columbus, Ohio resulting in a 40% reduction in expense and improved transit time to the customer.

Uncovered price gouging from long time suppliers to the company.

Eliminated a 3rd Party Transportation consulting firm. Negotiated new freight rates with shippers, improved discounts added an additional $400,000 in savings. Created a claims reclamation program. Developed plans for nationwide expansion of stores

Director of Customer Fulfillment 800.Com Electronics, Portland OR (Sept 1999-Feb 2002)

Award winning consumer electronics sold over the Internet. Direct to consumer purchase opportunity and delivery of "leading brand" consumer electronics and entertainment software for customers anywhere in the United States.

All Logistics, Warehousing and Distribution, Customer service (CRM), customer order entry management (COE) and the administration of 2-Customer Fulfillment centers for the company.

Creation and maintenance of budgets and performance metrics. Complete P& L accountability.

Responsible for development of the Standard Operating Procedures for the 2 Customer Fulfillment Centers.

Created performance standards enabling processing of customer orders in an average of 3.5 hours while maintaining a high degree of quality assurance. Inventory accuracy of 99.99%.

Modified automation to accept variable packaging enabling faster throughput of customer orders. Introduced "just in time"(ASN) receiving, CPI (continuous process improvement) and instituted Activity Based Costing resulting in a $500,000 savings in variable labor expense.

Located, designed and opened the 800.com East Coast (Delaware) Fulfillment Center as well as recruited, hired and trained the management team to operate the facility. Created a "best pack" process.

Nationwide program of home delivery (Red Carpet) of any size televisions to any location in the United States in 5 days. Biz Rate evaluations consistently the highest rankings in Fulfillment and Customer Service.

Division General Manager R.R. Donnelley Logistics, Louisville, KY (Sept 1998 -1999) Responsible for all Operational functions of R. R. Donnelley Worldwide Fulfillment and Distribution Centers. The Fulfillment Centers provided distribution, warehousing, logistics, light manufacturing and Customer Service for 10- 3rd Party customers such as Readers Digest. National Geographic and American Express. Internet Order Processing (COE), Pick & Pack, Manufacturing, Warehousing, Engineering, Inventory Management, Information Systems, National Returns, Mail Compliance and Accounting. Facilities provided daily delivery to all 21 United Postal Service Bulk Mailing Centers as well as FTL, LTL or other small package expedited service throughout the world. Annual throughput was 17 Million units. Total on-hand inventory=28 Million units and 15,000 SKUs.

Project Leader- Client Conversion Team directing the acquisition of 4 new 3rd party customers.

Design and implementation of an automated pick/pack operation for Internet order processing. Streamlined returns processing; 19% increase (8 Million units) with no increase in labor.

Created a Production Control Department inclusive of purchase order management and velocity control. Profitability achieved after the successful acquisition of new customers with favorable margin contracts. Reduced annual shrinkage by $300,000 through the introduction of a Shrinkage Prevention Program.

Created an inventory "intensification team" to analyze and improve the interface between the customer’s inventory systems, Oracle and the DOMs Warehouse Management System.

Documented procedures for Free Trade Zone compliance.

Process improvements in production resulted in a $2.1 Million savings in variable labor expense.

General Manager-Louisville Distribution Circuit City Stores Inc., Louisville, KY (Oct 1994- Sept 1998)

Operational and Administrative responsibility for a 600,000-square foot distribution facility

serving 130 Stores in 10 states. Nationwide business to Consumer- fulfillment of special order

product. Regional Returns Center. Annual throughput=$2 Billion supporting $980 Million in sales. Transportation consisted of private fleet drivers and contract carriers.

Started national distribution for special order catalog product requiring same day direct to consumer order processing and next day delivery. 2-year winner of the Inventory Performance Award. $363,000 on a 10 Million operating budget.

17% increase in processed units over the previous year, additional 14 million units

Director of Distribution 4/1988-9/1994 Luria’s Stores, Inc. Miami Lakes FL.

Store General Manager 4/1984 - 8/1988 Jordan Marsh Stores, Miami, Florida

Warehouse Manager 6/1978 - 4/1984 Jordan Marsh Stores, Miami, Florida

EDUCATION

Florida Southern College, Lakeland, Florida B.S.-Business Management Major: Human Resources

Languages

Spanish

AWARDS

Client Leadership Award January 2019

Client First Award January 2019

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