Call Center Operations Manager

Angela Finstad

North Richland Hills, TX ***** 817-***-**** ******@***********.***

Objective

Process oriented leader dedicated to continuous improvement. Metric driven with strong communication skills and a focus on understanding and responding to organizational demands. I provide specific plans based on my professional experience in warehousing, supply chain, transportation/logistics, demand planning, and business analysis. Safety is and will remain my the #1 priority for all team members regardless of position; it is a non-negotiable. Profile

Motivated, personable business professional with a B.A. in Business and Communications and a successful 15-year track record in positions of increasing responsibility. Skilled Operations Manager, Project Manager and Workforce Planning Manager. Responsible for implementation and national rollout of new software, and implemented multiple successful facility start-ups. Beat budget by over $100,000 annually by applying LEAN principles and adopting smart business practices.

Professional Experience

OPERATIONS MANAGER

2021 – PRESENT ZURN-ELKAY

Oversight of multiple facility operations.

Manage all aspects of daily operations including: inbound and outbound shipments, inventory control processes, customer service escalations, and general facility operations.

Assist in developing budgets; partner with finance to review trends and realistic goals monthly/annual data.

Partner interdepartmentally to drive business metrics and results. OPERATIONS MANAGER

2019 – 2021 FLEETPRIDE

Total operational responsibility for a 230,000 square foot warehouse.

Provide exceptional delivery times and service to internal and external customers.

Rolled out new operational software for a successful system/business integration.

Multi-site and shift operation including axle shop (manufacturing) and offsite/overflow operations.

Successful audit of under .01 % varianceon 80+ million dollar on-site inventory. OPERATIONS MANAGER

2018 - 2019 AMERICAN TIRE DISTRIBUTORS ROANOKE, TEXAS

Comprehensive operational responsibility for an 800,000+ square foot warehouse.

Responsible for $250M in inventory.

Lead and develop over 100 employees; both exempt and non-exempt. DISTRIBUTION CENTER MANAGER

2014 – 2018 INTEGRATED SUPPLY NETWORK ARLINGTON, TEXAS

P&L responsibility of a $13 million budgetwhich includes freight, labor and other expenses.

Responsible for $70M in inventory and 110K+ monthly shipments with same day order fulfillment.

Developed and implemented warehouse layout changes to improve productivity and efficiency.

Championed company-wide program to decrease turnover. WORKFORCE PLANNING ANALYST AND ROUTE MANAGER

2005 - 2013 SEARS HOLDINGS, FORT WORTH, TEXAS

Responsible for the route analysis of 400+service technicians over the South Region.

Provide suggestions and influence district on technician skill set, schedules, efficiency and inform-lead- time in order to ensure the optimal capacity management solution, and meet customer demands.

Successfully managed Regional Call Center group of over 150 associates and 5 salaried managers.

Delivered annual savings of over $150,000to budget. Education

UNIVERSITY OF NORTH TEXAS - DENTON, TX

Bachelors of Business and Communication 2002

Skills

Microsoft Office, Word, Excel, PowerPoint, Access, Lotus Notes, WMS, SAP, JDA, AX09, D365, HighJump, Influencer Training, Kronos, Red Prairie, Oracle, Project Management.

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