Customer Service Operations Manager
Resume:
STEPHEN A SLEZAK
Chino, CA ***** 909-***-**** *****.*.******@*****.*** linkedin.com/in/steve-slezak-150b5510
DIRECTOR OF CUSTOMER OPERATIONS
Business Development B2B Operations & Quality Management Project Management
Senior-level operations director with repeated accomplishments for many areas of the business. Developed winning teams who succesfully handled widely dispersed business leadership programs. Track record of building business models in Sales, Operations, Distribution Centers, Quality Management and Facilities. Proven executive with experience in overseeing and directing operations to drive efficiencies and control costs for the organization. Capable of developing, motivating, and leading personnel across multiple sites resulting in increased profits for publicly traded corporations. Expert in identifying and implementing scalable cost savings initiatives. Adept at developing budgets, interpreting complex analytical problems, and executing initiatives to attain higher customer satisfaction. Strong team builder with excellent communication and leadership style. Proficient in Word, Excel, and SAP.
Core Competencies include:
Operational Excellence
Process Improvement
Budgeting & Cost Savings
Cross-Functional Collaboration Team Building & Leadership QM Problem Solving
Analytical Thinking
Risk Assessment
Vendor Negotiation
KPI Metrics
SAP ERP Excellence
Project Management
CAREER HIGHLIGHTS
•I was selected to participate in Brady Corp. Global Leadership Program (GLP), awarded to just 35 out of 6,000 Brady employees to ensure our businesses were developing new leaders.
•I led the Quality Project Plans for different areas of the business as I was recognized as a strong project leader.
•Directed all aspects of “End-to-End” Quality for 5 US sites and 2 International sites.
•Achieved a 97% On-Time rate to a 1-Day Leadtime for all orders to ensure customers were satisfied.
•I led and designed new layouts and coordinated the move of business functions to new facilities.
•Project Manager Leader in developing a formalized program which implemented ISO9001.
•I led EH&S protocols to ensure Safety throughout the organization.
•I received the Paul J. Connolly Award presented to the manager that best demonstrates outstanding all-around qualities, exemplifying the business founder.
PROFESSIONAL EXPERIENCE
Personnel Concepts, a Division of Brady Corp., Ontario, CA Jan 2015 – Feb 2022
Director of Customer Service Operations and Quality Management
Promoted to direct all aspects of Operations, which includes Customer Service, Sales Projects, Distribution, Production, Purchasing, and Quality Programs.
•Implemented systems providing business project enhancements (ie; Five9, Gong, SecurePay, etc.).
•Implemented insourcing projects internally, resulting in annual savings.
•Managed all Regulatory Compliance activities, ensuring that the business was on track (ie; CCPA, IIPP).
•Monitored all Health and Safety within the organization (ie; OSHA, Attorneys).
•Organized the restructuring of the Distribution Center resulting in a 35% efficiency gain and a 98% same-day fillrate.
•Reduced inventory levels in both finished goods and raw materials to drive working capital improvements.
•Led all efforts to increase Gross Margin from 80% to 84.5% in two years.
•Developed Advanced Shipment Notification (ASN) process ensuring that customers would know when their orders would arrive to them.
•Added CRM to the Business System providing customers additional payment process.
•Developed the Annual Operating Plan for operations and driving all efforts to meet budget on a monthly basis, and responsible for reviewing and reporting P&L to corporate.
Personnel Concepts, a Division of Brady Corp., Ontario, CA Feb 2008 – Jan 2015
Director Quality Management - Americas
Promoted to direct all aspects of Brady sites to train and handle the Quality Management system from Call Centers to Production/Distribution Centers.
•Directed all aspects of the Quality System traveling to many different Brady sites.
•Implemented World Class call monitoring and agent coaching program across all call centers.
•Implemented a Speech Analytics Software solution to identify trends in customer experience.
•Defined the structure of quality leaders at each site, and managed progress.
•Built a Quality Management team of 25 people in our Brady site in Manila.
•Ensured that our different sites around the world were handled by the QM team in Manila.
•I worked closely with our QA Vendors at each site for implementation of the QM System.
Personnel Concepts, a Division of Brady Corp., Ontario, CA Jan 2005 – Feb 2008
Director of Operations
Directed all aspects of Operations bringing in the manufacturing process from outside vendors to be produced internally.
•Implemented Lean Manufacturing Principles (ie; 5S) in operations to build a foundation of continuous improvement.
•Valued member of senior management team which led the company to high growth rates year over year.
•Led the Business Systems Project Implementation Team in implementing a major legacy system upgrade ie; SAP, OCR).
•Participated in developing 5-year strategic plan.
•Responsible for collaborating with sales and marketing departments to execute company-wide goals.
•Selected as the senior management team lead to implement “Strategic Deployment” (Lean Management) companywide.
•Purchased all manufacturing equipment to produce all product internally, saving money for our site.
•Received Brady Corp “President’s Value Award” due to creating new cost-saving procedures.
ADDITIONAL PROFESSIONAL EXPERIENCE
The St. John Companies
•Director of Operations: Oversaw all aspects of multi-site Distribution, Production, and Purchasing.
United Ad Label Co.
•Operations Manager: Managed all aspects of operations for both first and second shifts.
•Distribution Manager: Managed three functional areas; planning, distribution, and quality assurance.
EDUCATION
U.C. Berkeley California Polytechnic
Business Management Courses
Certification
Cal State University Fullerton: Management Communications Certificate
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