Customer Service Operations Manager

Christopher Budrow, MBA

adyo4q@r.postjobfree.com 443-***-**** Cabot 72023

Summary Highly effective, energetic and reliable Operations Manager with nearly 30 years of management experience and skilled leadership in lean management of the daily business operations with a 47% decrease in downtime including overseeing all aspects of production, planning, purchasing, inventory, shipping, receiving and process development and continuous improvement.

Education

• Strayer University - MBA – GPA 3.4 - Graduated June 2018

• B.S. Business Administration – GPA 3.6 - Graduated with Honors - June 2015 Experience

• Operations Management • Shipping / Receiving / Pick / Pack

• Supply Chain Management • Inventory Management

• Production Management • Automated Sortation Systems

• Planning and Budgeting • Oracle / Multiple WMS and Stand-alone Systems

• Strategic Planning • Microsoft Office

• Process Development • Staff Development and Management

• Lean Manufacturing Experienced • Experienced in HRIS and HRMS

• Systems and Layout Execution • Kronos

• Quality Assurance and Control • Safety and Security Trainer

• CAPA / Root Cause Analysis • 30 Hour OSHA Certifications

• Customer Service Management • CPR, AED, First Aid Certifications Work History Cummins Turbo Technologies Material Process Flow Operations Manager April 2022 – April 2023

• Leadership of the material flow processes. Restructured bin layout bases on high / low volume parts and implemented auditing processes to ensure all turbo production materials are supplied in a timely and accurate manner through Kanban processes. Process improvements to Quality inspections of raw to finished materials produced cost-effective process changes that consistently exceeded KPI goals, reduced downtime from 27% to 13%, reduced the need for overtime. Implemented across all shifts.

• Effective leadership through communication and coordination with direct supervisory, hourly reports and cross management and partnering with Senior Operations on GEMBA walks, areas of opportunity were identified and streamlined to produce highly cost-effective results across all shifts.

• Consistent on-the-floor presence significantly increased morale and productivity with clear and open communication between co-workers and management. Co-worker involvement and suggestions for improvements have been implemented accelerating the continuous improvement processes. Through this process three co-workers were identified, developed, promoted and mentored to leadership positions.

• Lead Project Manager. Identified resources, configured layout, developed and implemented the process flows necessary to accommodate and streamline Cummins' newest material storage facility. Wayfair Fulfillment Center – Erlanger, KY Operations Supervisor – September 2020 – April 2022

• Leadership responsibility for strategic departmental planning, staffing, and training to meet and exceed daily fulfillment objectives.

• Managed timeliness and accuracy of inbound and outbound shipments through WMS and product location audits significantly reducing inventory discrepancies. Quality Assurance / Control procedures implemented to process damages and exceptions. Troubleshooting and ensuring timely execution of maintenance for the outbound automated sortation process minimizing gap and downtime leading to consistently exceeding KPI requirements. IKEA Fulfillment Center – Perryville MD Operations Supervisor / Team Leader – August 2016 – March 2020

• Daily and weekly planning and execution for a balanced and efficient flow in assigned areas of responsibility to include, cross-training and managing all aspects of operational, inbound, outbound, pick pack, quality assurance auditing, damages, exceptions, developing and implementing new processes to improve efficiency. Point of Contact in Senior Operations absence and partnered with Safety and Loss prevention to ensure a safe operating environment.

• Mentored direct reports for professional growth and succession planning.

• Assigned responsibility for all aspects of direct reports in HRIS / HRMS, after personal HR onboarding. interviewing and selection, building profiles in the HR system and WMS systems, attendance, coaching, mentoring, corrective actions, terminations.

Fritz Industries – Mesquite TX Inventory Control Manager – December 2013 – November 2015

• Managing, coordinating, planning, departmental budgeting, shipping / receiving scheduling, and staff planning for Inventory Control department. Daily and weekly planning and execution balancing workload for 14 co-workers and 4 leads generating a cost-effective and efficient flow in assigned areas of responsibility.

• Managed all inventory, ordering and distribution of raw materials in liquid and dry oilfield chemical production process to include comprehensive product movement / distribution / flow process and procedures. Department held a 98% inventory accuracy rating after Q2 2014, up from 86% in Q4 2013.

• Managed end-to-end Customer Service ensuring accurate and timely shipments in accordance with scheduling deadlines. In Q3 2014 Customer satisfaction KPI exceeded 98%. Kohls e-Commerce Fulfillment Center – Edgewood MD Operations Supervisor – July 2011 – November 2013

• Managed corporate distribution facility operations with 30 co-workers and 2 lead direct reports. Assisted in the development / implementation of continuous improvement strategies to meet company growth and industry trends by developing comprehensive product flow processes and procedures.

• Leadership for planning, staffing, and training to meet daily production quotas. Executed hiring and training to meet new business process initiatives. Coordinated planning, budgets, shipping / receiving and inventory management.

• Collaborated with Senior Management and the Implementations team with 2 new e-commerce start-ups. Rite Aid Mid Atlantic Distribution Center – Aberdeen MD Operations Manager – April 2007 – July 2011

• Department Manager of Centralized Product, Cross-dock, inbound and outbound operations coordinating, planning, managing staff planning for 6 supervisors 80 co-workers and 3 shifts.

• Consistently met or exceeded daily and monthly KPI goals and budgetary guidelines.

• Promoted from Assistant Manager of Outbound and pick-to-light operations to Department Manager. TIC Gums – Belcamp MD Warehouse Coordinator – 2004 – 2007

• Leadership responsibility of daily production staffing needs.

• Coordinated scheduling of inbound and outbound shipments of hazardous materials, detailed bills of lading and required documentation, cycle counting, rotation of stock.

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