Customer Service Operations Manager

MOLLY AKIN

*** * *** ** *********, OR ***** · 971-***-****

********@*****.***

Ambitious, innovative and compassionate individual with proven ability to provide positive results. Highly effective self-starter who is passionate about growth. Work well with a team and am a strong leader that guides through example. Calm under pressure by prioritizing and being solution minded.

EXPERIENCE

MAY 2020 – MAY 2022

– TARGET DISTRIBUTION CENTER: OPERATIONS MANAGER

• Coordinated with varying departments to ensure all orders were processed appropriately.

• Worked with warehouse team members to keep order accuracy

• Maintained excellent customer service relations with vendors and company supervisors.

• Supervised and coached a workforce of 120 people

• Facilitated training of team members while monitoring their improvement to meet expectations in production, safety, quality and culture

• Oversaw the cost effectiveness of production within my department

• Verified and managed team member’s MyTime for accurate pay

• Safety Committee member and decreased incidences to become the #1 team within the building

• Quality and Inventory management member and achieved exceeding network goal

• Developed, analyzed and reviewed operational processes in order to implement improvements

• Conduct weekly performance reviews and reported out to executive management

• Responsible for accountability of workforce

• Business leadership and sustained #1 in specific department amongst the network in productivity

• Developed team members while providing promotion opportunities for them

• Lead development activities for peers and other executives NOV. 2019 – MARCH. 2020

– THE DUB WHOLESALE: SALES TEAM WAREHOUSE OPERATIONS LEAD

• Played an integral role in creating new processes and systems for sales team and operations.

• Identified areas out of compliance and inventory accuracy and corrected them.

• Created and implemented inventory control processes, best practices and audits

• Streamlined operations to maximize resources by finding redundancies and optimizing efficiencies

• Maintained and lifted relations within organization, internal and external customers

• Oversaw shipping and receiving activities to ensure safe, prompt, accurate and compliant transportation of product.

• Worked cross functionally with vendors, owners, finance, and coworkers to seek improvement opportunities and implement successful changes.

• Provided vendors with maintained quality of product by use of safe and cared for storage and delivery methods.

• Utilized administrative skills for reporting, documentation, and basic day to day correspondence through Microsoft Office.

• Effectively communicate between sales team, management, vendors and retail

• Responsible for fulfillment of orders

• Pick, pack and label product for delivery within a warehouse environment

• Worked independently and within a team environment to efficiently package orders

• Verified incoming product was accurate, compliant and in accordance with regulations set forth by the state of Oregon

JAN 2017 – OCT 2019

– HYDRA DISTRIBUTION: INVENTORY, LOGISTICS AND DISPATCH DISTRIBUTION MANAGER

• Continue compliance education in order to maintain compliance using the rules and regulations set forth by state agencies.

• Create, implement and propose best practices for operational policies, processes, and procedures

• Network with LBA Global Departments for seamless and successful relationship and business development

• Work with and educate onboarding brands within software programs, inventory and product knowledge including Metrc

• Manage, train, monitor and develop warehouse staff

• Expert in the following industry technology programs: Leaflink, Apex, Metrc, Trello and Bloomhub

• Create, run and distribute sales and inventory reports through weekly and monthly audits.

• Build and adapt delivery schedule for drivers throughout all regions of Oregon

• Forecast capacity and facility abilities with executive team members

• Responsible for maintenance and compliance of delivery vehicles.

• Cultivate and maintain positive and trusting relationships with employees, brands, retail stores, farms and other customers

• Develop key performance indicators (KPI’s) for employees with transparency and plans of effective execution

• Inventory management; Intake, storage, processing and shipping through completion, with 24-hour manifest audits, invoice and manifest checks, product accuracy with each delivery.

• Verify and schedule hourly staff’s hours, and measure productivity of hours spent

• Work with the sales team with menu development and continuance by product inventory knowledge and forecasting with brands.

• Schedule, plan and host Hydra staff meetings for improvement and achievement opportunities

• Effectively communicate daily with internal and external customers; delivery times, dates, corrections to errors, problem solving and follow up of deliveries.

• Collaborate with sales team for partnered success

• Responsible for deposits, petty cash, reports and purchasing within the allowed budget

• Organize hard copy documents for records

Sept. 2015 – Jan 2017 – Worked as a server in various restaurants Sept. 2013 – Sept. 2015 – Stay at home Mom

Dec. 2009 – Sept. 2013

– ASHLEY DISTRIBUTION: SALES, SERVICE AND DISTRIBUTION

• Product research and knowledge for successful sales

• Plan and execute on sale’s goals and expectations

• Assist customers throughout delivery and completion of orders.

• Worked with sales and operations management to open distribution center

• Created and implemented storage and placement for order fulfillment

• Scheduled drivers and the warranty staff who fixes products after deliveries.

• Discovered software updates within the sales platform that increased customer satisfaction within the completion and warranty stages that provided more return customers.

• Empowered to make decisions that affected budget and profit

• Researched and built relationships with third party companies; paper and printing company, mailing services, furniture repair companies are a few examples

• Interviewed with a hired company to write SOPs for the processes we collectively created and implemented.

EDUCATION

09/2002 - 06/2007 BACHELOR OF SCIENCE, BIOLOGY, WESTERN OREGON UNIVERSITY 08/2001 LAB ASST/ PHLEBOTOMY, VALLEY CAREER VOCATIONAL COLLEGE 06/2001 HIGH SCHOOL DIPLOMA, NORTH SALEM HIGH SCHOOL AREAS OF EXPERTISE

• Build strong relationships • High emotional intelligence

• Face adversity with purpose and confidence • Goal oriented

• Inventory control processes • Lead by example

• Creative and innovative • Fulfillment Management

• Standards and Procedures compliance • Strong mathematical skills

• Compassionate and team minded • Openly accepts constructive criticism • Multitasker

• Analytical and logical • Organization leadership

• Growth and solution minded • Talent management

• Passionate for precision and quality assurance • Systems implementation

• Secure with time management • Strategic planning

• Distribution management

• Develop, measure and report process metrics to drive improvement

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