Customer Service Operations Manager

RICHARD SEGREE SR.

OPERATIONS MANAGEMENT LEADER

Jacksonsville, FL - 410-***-**** - ********@*****.***

STRATEGIC LEADER - CHANGE AGENT - ANALYTICAL THINKER - BUSINESS INNOVATOR

PROFESSIONAL SUMMARY

Skilled professional with more than 20 years of experience in multiple areas of Operational Management; including the hiring, training, and leadership of staff in various areas of productivity, environmental services, and safety compliance. An emotionally intelligent manager adept at creating structure, managing a team of ten salaried direct reports with additional 100+ hourly team members. As well as adhering to both organizational human resources and union policies and procedures. Specific areas of knowledge include Operational budget forecasting of $80M P&L. Expertise in Warehouse equipment, Commercial Transportation inspections and safety protocol including OSHA and Wastewater safety inspections in the states of Florida and South Carolina. Additionally, I am proficient in various AS400 systems, Power BI, Oracle Suite, RoadNet Transportation Suite, and Internally developed Warehouse Management Systems.

WORK EXPERIENCE

REPUBLIC SERVICES

OPERATIONS MANAGER – HAULING DIVISION, Charleston, SC (2021 – 2022)

OPERATIONS MANAGER – HAULING DIVISION, Jacksonville, FL (2019 – 2021)

OPERATIONS SUPERVISOR – HAULING DIVISION, St. Augustine, FL (2018 – 2020)

OPERATIONS SUPERVISOR – RECYCLING CENTER, Jacksonville, FL (2017 – 2018)

Lead a division of 100+ employees including the oversight of employee engagement initiatives and leadership convenings.

Manages budgeting and forecasting profit & loss data on a monthly, quarterly and annual basis.

Lead operations for the commercial, industrial and residential lines of business, in addition to collection areas for high-net-worth residents.

Executes business plans that consistently achieve productivity goals, such as receiving a grade of 4/5 on the Area Scorecard that highlights progress on processes and performance.

Initiates partnerships and builds relationships with local municipalities to advance the visibility and credibility of the organization. Work closely with maintenance departments on new equipment specifications.

Tracks KPIs, DOT and OSHA regulatory guidelines, policies and procedures.

Oversees and implements best practices for safety resolutions. Active participate in new business bid process.

B.C. INDUSTRIAL SUPPLY

WAREHOUSE MANAGER, Jacksonville, FL (2015 – 2017)

Improved customer service results and increased sales through effective collaboration with the sales team.

Improved inventory process and implemented the new warehouse equipment maintenance schedule that resulted in the reduction of fleet truck downtime by 50% and a 25% savings in labor costs on warehouse equipment.

Forecasted profit & loss budgets and managed preventive maintenance programs for warehouse equipment.

Reengineered order confirmation processes to create best practices for operations staff and supervisors.

Increased employee productivity through optimizing inbound receiving procedures from manufactures and trucking vendors that increased fill rates and reduced the put-away timeframe from five days to two days.

Negotiated all LTL and TL freight agreements and best rates that resulted in a 20% decrease on tariff rates for the organization and 40% reduction in accounts payable hours.

AMERICAN TIRE DISTRIBUTORS

OPERATIONS MANAGER, Jacksonville, FL (2011 – 2015)

Collaborated the sales teams to improve customer service, as well as consumer relationships.

Developed best practices for customer service and operations based on KPI standards and improved inventory variances from 7.9% to less than 2% by implementing proper receiving, put-away and picking procedures.

Managed internal building maintenance program and fire safety inspections in accordance with state regulations, and thus reducing fines to zero.

Created an employee recognition program that reduced staff turnover by 20%.

CHEFSWAREHOUSE

TRANSPORTATION & LOGISTICS MANAGER, Hanover, MD (2009-2011)

Managed transportation logistics throughout several regions, including the District of Columbia, Delaware, New Jersey, Maryland and Virgina.

Attended meetings with customers that led to the development of best practices for deliveries and the settlement of disputes.

Developed SOPs for drivers and additional transportation operations staff.

Managed DOT & CSA compliance with 100% accuracy.

Led community engagement initiatives on behalf of the organization with local entities, including Johns Hopkins University.

INTERLINE BRANDS, INC.

OPERATIONS MANAGER, Baltimore, MD (2004-2009)

Managed 60+ union employees comprised of shipping, receiving, transportation and inventory management of HVAC systems and maintenance departments.

Attended grievance meetings between employees and union representatives.

Improved the accuracy of daily cycle count procedure resulting in a 30% reduction in product variances.

Facilitated the analysis of payroll, time and labor analysis that led to a 15% reduction in labor costs and improvement of operations in the multiple departments and zones.

Improved the annual inventory procedures that ultimately led to reduction costs due to a 50% decrease in time needed from four to two days.

Collaborated with sales team and consumers on large projects that required attention to detail that reduced the cost(s) to customers, thus enhancing the customer experience.

EDUCATION & CERTIFICATIONS

BACHELOR OF SCIENCE, BA, Management; Columbia College

Management Leadership Certificate; Dale Carnegie Leadership Training

Hazardous Materials Awareness Training, North American Transportation Management Institute Full Professional Proficiency: various AS400 systems, Oracle Suite, RoadNet Transportation Suite COMMUNITY INVOLVEMENT: Member, Prince Hall Mason; Member, Omega Psi Phi Fraternity, Inc.

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