Operations Manager

Robert Miller, MBA

Contact Information: Email: add1he@r.postjobfree.com Phone: 847-***-**** www.linkedin.com/in/bobmillermba

PROFESSIONAL OBJECTIVE

Experienced business leader seeking operations leadership role. Skills include operations management, planning, budgeting, customer service, continuous improvement and performance management.

Demonstrated ability to drive business growth and return on investment.

Operations experience includes warehouse, call center, showroom and sales in both B2B and B2C distribution channels.

PROFESSIONAL EXPERIENCE

Founder and CEO

Performance Focused Consulting and Coaching, Hoffman Estates, IL / May 2013 – Nov 2019

Worked with small business leaders and their teams. Coached, trained and facilitated strategic planning, operations planning, and employee development planning.

Accomplishments:

Successfully improved business performance at a variety of small businesses.

Largest manufacturer experienced a 100% increase in sales and a 20 % reduction in rework.

Chief Operating Officer

Sweet Beginnings, LLC, Chicago, IL / Oct 2016 – Oct 2019

Strategic planning and day to day operations management including marketing, sales, purchasing, inventory, production, distribution, financial management and employee training.

Accomplishments:

Increased sales 89% over three years.

Trained and placed over 75 formerly incarcerated citizens in permanent jobs.

Sr. Manager Services and Solutions

Grainger Industrial Supply, Lake Forest, IL / Oct 1992 – Feb 2013

Twenty-one year career which included roles in Employee Development, Leadership Training, Branch Management and New Services and Solutions Development. Managed warehouses, call center, retail showroom and multiple customer service and process improvement initiatives.

Accomplishments:

Trained teamworking skills to over 400 employees and managers.

Co-Led project team that development a Competency Model to guide hiring, on- boarding, training, performance management, and succession planning. Provided new guidance and growth opportunities for over 400 employees and their leaders.

Leadership Team Member, Trainer and Auditor for ISO9002 Certification Project Team – Over 300 employees trained on ISO operating standards. Certification was achieved and maintained.

Worked on several projects focused on designing and testing new service offerings for Grainger Customers. Projects included Tool Kitting, Storage Area and Inventory Clean-up and Remote Inventory Vending Solutions.

Education

Keller Graduate School of Management - Chicago, IL - MBA Strategic Leadership

Relevant Coursework:

Strategic Management

Operational Management

Managing Organizational Change

Training and Development

Project Management

Strategic Staffing

North Park University - Chicago, IL - B.A. Physical Education - Minor in Biology

Relevant Coarse Work:

Educational Psychology

Coaching

Training Design

Healthy and Wellness

Additional Accomplishments

Consultant – IT Staffing Structure Reorganization Project – Restructuring plan was developed and implemented

IT Conversion Project (move to SAP System) – SAP deployed successfully

Quality Action Team Recognition Project Leader – Recognized 30+ continuous improvement projects teams for successful completion of projects.

Team Leader – Great Lakes In-side Sales Project – Tested outbound calling. Pay back on investment was not realized. Learned that outbound calls did not significantly change customers purchasing processes.

Team Member – Great Lakes Customer Call Monitoring Project – Improved Customer Service ratings by 20% and sales by 5% by establishing call standards, creating scripts providing training and establishing call monitoring and coaching for agents.

Additional Training and Skills

Strategic Planning and Budgeting

Operations Management - The Entrepreneurial Operating System

Customer Service – Grainger Voice of the Customer

Project Management – Kepner Trego – Project Management

Performance Management – Novations’ Competency Model

Employee, Supervisor and Leadership Development Training – Grainger

Process Improvement – ISO 9002, Grainger Lean Operations

Associations and Groups

ATD – American Training and Development

SHERM - Society for Human Resource Management

HCI – Human Capital Institute

ICF – International Coaching Federation

Schaumburg Business Association – Small Business Networking Group Leader

Volunteer

Boy Scouts of America – Assistant Scout Master – (11 Eagle Scout Pins)

Former member of Jaycee and Kiwanis service clubs.

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