Entry Associate Service Representative

LAKEVA HIGHTOWER

**** ********** **, ******* ** *8109 ***************@*****.*** 901-***-****

Qualifications Profile

Strong leadership skills, hands on experience, fast learner, goal-driven, self-confident, versatile, motivated, energetic, very trustworthy, dependable, success-oriented and dedicated professional, offering over 10 years of proven management skills and experience within diverse areas of a high-volume warehouse environment. Highly organized and able to prioritize and manage time efficiently with the ability to handle stress in a fast-paced, deadline-driven environment. Ability to perform independently or in a team setting and capable of motivating, influencing, and developing rapport with the team effectively and efficiently. Work diligently and devote appropriate attention to all responsibilities. Successful track record of achieving performance goals through effective leadership combined with individual performance. Possess strong work values and high ethical standards. Demonstrate leadership abilities by leading through example (assertive and able to direct employees efficiently). Ability to creatively solve problems, think, reason, and learn. Strong communication skills on a high professional level. Solid understanding of distribution, manufacturing, and warehouse practices with the ability to prioritize, delegate assignments, execute, collaborate cross-functionally and coordinate efforts.

EDUCATION

Bachelor of Business in Accounting Logistics; University of Phoenix (2008-2014)

Coursework Completed Toward a Degree in Accounting - Commonwealth College (2006)

Professional Experience

Home Depot Memphis, TN Aug 2020-Present

Operations Manager

Holds self and others accountable to meet commitments; acts with a clear sense of ownership and follows through takes personal responsibility for decisions, actions, and failures.

Identifies and seizes new opportunities and areas for improvement; quickly acts on challenges without unnecessary planning; displays confidence in own ability to execute tasks

Partners with others on or across groups or areas as expected; effectively represents and balances own and collective interests when collaborating with others; credits others for contributions and accomplishments

Presents information in a clear, concise, honest, and logical manner; communicates effectively across mediums with peers and those somewhat more senior in business and technical areas; uses active listening in understanding message content and point of view; clarifies as needed; takes non-verbal messages into account (i.e., looks of confusion)

Identifies opportunities and makes suggestions that benefit the customer; strives to deliver expected value to customer based on basic understanding of customer needs; realigns self as necessary to build and deliver solutions that meet customer needs; adequately develops customer relationships; can identify gaps in customer expectations versus actual service levels

Develops others as individuals and informal leaders; provides basic coaching, feedback, and guidance to improve performance and aligns employee goals with group and organization goals

Drives to do one is best; encourages others to do so; makes group members feel as though their contributions are important; invites input and shares ownership and visibility

Has a track record of exceeding individual and group goals successfully despite obstacles and setbacks; guides, encourages, and motivates others to drive towards individual and group desired results; consistently measures against projected results to adjust pace for delivery that meets or exceeds time and resource expectations

Prioritizes group objectives over personal objectives; involves members of the group on projects acknowledging contributions and areas of strength; promotes cohesion and group spirit

Auto Plus Auto Parts Memphis, TN Mar 2010 - Present

General Manager (Feb 2018 – Present)

Responsible for the management of a large group of DCs operations in the Auto Plus Pep Boys network. The incumbent is responsible for execution of processes and procedures that create the best use of assets for the company to ensure that we have the most effective distribution network to improve fill rate accuracy, customer service and profitability.

Direct all aspects of a regional distribution operation including merchandise inventory, shipping and receiving, maintenance of facilities, and ensure timely deliveries to maximize sales.

Maintain receiving, warehousing, and distribution operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures.

Comply with federal, state, and local warehousing, material handling, and shipping requirements by studying existing and new legislation; enforcing adherence to requirements; advising management on needed actions.

Safeguard warehouse operations and contents by establishing and monitoring security procedures and protocols.

Control inventory levels by conducting physical counts; reconciling with data storage system.

Maintain physical condition of warehouse by planning and implementing new design layouts; inspecting equipment; issuing work orders for repair and requisitions for replacement.

Achieve financial objectives by preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

Complete warehouse operational requirements by scheduling and assigning employees; hiring new employees, following up on work results.

Maintain the daily flow for the shipping department, BI reports, WMS, QDM, LMS, P&L, and talent management of managers.

Manage 50 employees, perform weekly payroll and work schedule for all employees.

Operations Manager (Sep 2015 – Feb 2018)

Responsible for ensuring that company objectives are met through evaluation and implementation of company distribution center operational policies and procedures.

Developed strong partnerships with the Corporate Office to implement and ensure compliance with all company policies and procedures including issue resolution, formal input/requirements process for strategic decision making.

Met with direct reports on a regular basis to communicate company information including new initiatives, financial performance, goals, and objectives, benchmarks and best practices.

Attained monthly and annual performance objectives as set by management including financial and business strategies relating to organizational effectiveness of the warehouse.

Supported the constant improvement in operational excellence through various methods, among those will be warehouse operations audits, policy and procedure reviews, and daily operations of the warehouse.

Instilled the operational policies, procedures, and practices to all warehouse personnel by selecting, coaching, and training a knowledgeable staff.

Supported the creation of new policies where they will provide continuous improvements to our customer service logistics and best practices.

Oversee functions of inventory integrity, asset management, and human resources in the warehouse.

Provided training and tools, as needed to ensure tasks, communication and feedback comply with guidelines and track compliance for company policies and procedure.

Managed and directed all operational best practices and brought to fruition.

Supported new warehouse computer systems conversions and ongoing system and software upgrades.

Communicated and reported monthly initiatives, programs, and successes, as well as measure, track and report on compliance, exceptions, and feedback on a quarterly basis.

Identified, recommended and provided leadership to implement the necessary tools and processes for the warehouse to run efficiently, optimizing workload, profitability, and productivity.

Participated in maintaining a good understanding of current warehouse practices and challenges, build relationships and reinforce the company’s vision, mission, and core values.

Directed, managed, tested, and organized project plan priorities and work with other functional groups to insure completion and implantation of project tasks within budget.

Ability to communicate at every level of the organization and exercise judgement.

Demonstrated consistency, accuracy, and follow through.

Analytical and critical thinking skills, coaching style that builds teamwork.

Operations Superviser (May 2012 – Sep 2015)

Managed the daily operations of the Receiving, Shipping, and Returns Departments of the warehouse. This includes supervising and motivating a team of front-line warehouse associates, communicate job expectations and train new associates.

Supported Operations Manager in directing the overall activities of the distribution center and interfaces with the employees of other departments to ensure delivery of product in an efficient and timely manner consistent with company policies and procedures.

Implemented, trained, and operated systems (i.e. SAP) and equipment in an efficient manner to receive, maintain, and ship inventory.

Monitored daily activity of distribution personnel to ensure that productivity, service levels and quality standards are met, delegate task, and direct employees in a timely manner to meet business needs.

Assisted in the supervision of distribution personnel in accordance with organizational policies, disciplinary action, and performance reviews.

Developed and managed project assignments through completion and communicated results.

Warehouse Associate (Mar 2010 – May 2012)

Developed and managed project assignments through completion and communicated results.

Family Dollar Memphis, TN (Feb 2009 – Mar 2010)

Supervisor

Effectively manage the cashier staff, staff schedules, payroll, order supplies.

Accurately manage/track cash in the safe.

Volt Services Group Memphis, TN (Apr 2000 – Feb 2009)

Machine Technician

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Netflix Memphis, TN (Jun 2005 – Jun 2008)

Supervisor

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Additional Experience:

Team Leader/Quality Assurance – Volt Services Group (FedEx Technology) – (2012 – Nov 2012)

Data Entry Associate– Randstad (Dover Elevator) – (Dec 1999 – Mar 2000)

Teller/Customer Service – National Check Cashing Company – (Feb 1999 – Nov 1999)

Customer Service Representative – Promus Hotel Corporation – (May 1998 – Feb 1999)

Technical Acumen/Certifications

Microsoft Office Suite (Excel, Outlook, Word, PowerPoint)

Systems: Windows, SAP

10-key by touch, type 25 wpm

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