Customer Service Operations Manager

Bobby R. Horton

Maumelle, AR. ***** 501-***-****

Email: *******@***.***

OBJECTIVE: Furthering a career in Executive Operations Management by capitalizing on a diverse management background and solid operations experience in retail, national call center, distribution, third party fulfillment and information management environments. Providing a company with tools to strengthen its workforce and maximize profitability from all operational aspects within its organization.

PROFILE: DISTRIBUTION / VENDOR CLIENT RELATIONS

Supervision of all aspects of distribution of merchandise, $ 93,600,000.00 annually (Shipping and Receiving).

Responsible for merchandise warehouse set up and relocations.

Scheduling and dispatch of freight (Inbound and Outbound).

Accounts Payable responsibilities for invoicing.

Accounts Receivable / Collections

Determination of stock replenishment and freight flow.

All aspects of distribution relations with vendors and carriers regarding claims for damaged and returned merchandise.

Negotiating merchandise allowance accounts

Merchandise transfers and return authorizations.

Manage client relations concerning merchandise return specifications, productivity standards and accuracy levels.

Consistently maintain a 99.5% productivity and accuracy level for 6 major clients on a daily basis. (Third Party Fulfillment) PROFIT MAXIMIZATION

Maintaining and interpreting monthly P&L and Budget for multiple markets with average annual revenue of $29,493,000.00.

Monthly maintenance of Accounting Journal.

Manage Accounts Receivable and Collections for multiple markets.

Monitor and resolve vendor charge backs.

Maintenance of fiscal year budgeting for departments and store.

Reset all budget accounts and re-budget for following year based on year over year EBITDA.

Item sales monitoring and merchandising for maximum sales.

Budget and monitor payroll for maximization of man hours utilized.

Ensure accuracy of all merchandise in-bound and out-bound reporting and productivity to maintain correct inventory levels at all times. Bobby R. Horton Page 2

MANAGEMENT

Managed a wide range of hourly employees, supervisors, managers and executives.

Loss Prevention/OSHA regulations training for employees and management.

Vendor Compliance: Established claims system and Returns Management Program for entire company. Responsible for implementation and maintenance of program.

Managed employees in areas of Marketing, Sales, Claims, Shipping/Receiving, Inventory Management, Compliance Management, Fleet Management, Call Centers (including Technical Support), Customer Service, Returns Management, Distribution, Third Party Fulfillment, Merchandising and Cashiers.

Customer Service Management

Compliance Management {Auditing/Training} for multiple markets and locations.

Employee, Supervisor and Management relations training, including Zenger- Miller.

Staffing: Interviewing, selection, and retention management for multiple locations and facilities.

Develop returns associates to maintain client specific levels of accuracy and productivity.

Oversee client merchandise fulfillment and returns management.

Managed Human Resources and Payroll at facility level while collaborating with Human Resources Corporate Team on daily basis in order to confirm within all Payroll and HR policies and practices.

Managed National Returns Call Center volume of 58,000 units per month.

Managed National Installations Operations Center (50 Chair) regional managers. Managing a network of approximately 1,300 installers nationwide.

Inventory Management for Reverse Logistics Warehouses and third party fulfillment inventory. {Monthly cycle counts/audits, year-end inventory and account reconciliation.

Manage day to day operations and maintenance of multiple warehouse and distribution centers ranging from 30,000 sf. to 180,000 sf. in addition to 10,000 sf. call center.

M&A Management: Managing all aspects of merger and acquisitions across multiple markets maintaining timeline and budget.

MARKETING

Training of all outside sales associates in the areas of product knowledge, insides sales, outsides sales and cold calling.

Telemarketing training for associates.

Planning and organization of membership drives.

Strategic planning for territory sales events and coverage of market.

Setting of area sales goals and attainment for company marketing strategies.

Knowledge of POP merchandising, direct placement, loss leaders and hot item marketing

Bobby R. Horton Page 3

EXPERIENCE:

Vital Records Control Inc.

General Manager / Area Vice President / Vice President July 2011 to Present

5394 Poplar Avenue Suite 500

Memphis, TN. 38119

BIOMET Orthopedics

Operations Manager

January 2010 to July 2011

1701 Aldersgate Road Suite 1

Little Rock, AR. 72205

ADT Security Services Inc.

Operations Manager

January 2007 to January 2010

10620 Col. Glenn Road Suite 600

Little Rock, AR. 72204

TVI Inc.

MIT District Manager

August 2006 to December 2006

11400 SE 6th Avenue Suite 220

Bellevue, WA. 98004

Perfect 10 Distributing Co.

Director of Operations

May 2001 to April 2006

3901 East Progress Street

North Little Rock, AR. 72114

Bobby R. Horton Page 4

Hanover Direct

Operations Manager

July 2000 to May 2001 {Facility Closed/Relocation} 104 Champs Boulevard

Maumelle, AR. 72113

Sam’s Club / Walmart Corporation

Operations Manager

July 1987 to July 2000

702 SW 8th Street

Bentonville, AR. 72716

References and Community Activities are available upon request.

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