Emmanuel C. Woke, MS

Mobile # 1-336-***-****

Email: adzotd@r.postjobfree.com. Skype: emmanuel.woke

Summary Profile & Strengths

I have dedicated operational management experience, with outstanding logistics management skills, capacity planning & forecasting, payroll & budget Mgmt., customer service aptitude, Technicians’ routing/dispatching, ability to pull together teams of diverse individuals with focus on developing and nurturing growth of team members. I received Excellence Awards for achieving Key Performance Indicators (KPI).

I am interested in District Management, Procurement positions, Workforce Capacity Planning, Supply Chain Operations Management, Regional, General Management or Deputy, Production Supervision, QA/QC Inspection, Logistics Mgmt., Maintenance Mgmt, Account Service Mgmt, People and Safety Mgmt. I have excellent reporting skills using Continuous Improvement Processes, Excel, SAP, PeopleSoft, Vista, & other Exception Management Tools. I am a skilled Analyst and user of Service Edge (ClickSoftware), Atlas Work Force Mgmt. Tool, Service Power (Manager & Gantt), NPS, etc. I have Exceptional Written and Verbal Communication, Process Management, and Improvement Skills along with strong Inventory Shrink Control Aptitude, Capacity Planning & Mgmt, and Logistics.

PROFESSIONAL EXPERIENCE

Consistently grow and improve revenue YoY.

Interact with various individuals in service provision & IT services in evaluating incident mgmt. process, identifying weakness and recommending improvement plans to eliminate gaps.

Define key metrics & critical success factors to measure and report out on a regular basis.

Plan for and manage technical workforce capacity (500+ techs) for In-Home Technical services.

Manage routing/Dispatch & Capacity team for large In-Home organization.

Managed over $30 million in yearly sales & inventory and $10 Million in technical payroll.

Recruited, developed, and supervised store managers, assistant managers, routing and sales associates (Over 140 employees). Strong Planning & Organizational Skills.

Prepared annualized budget for revenue, profitability and reallocation of inventory based on segments and maintained full P&L responsibility for entire district and territory.

Reduced and controlled overall P&L expense for consecutive years through better management of scheduling processes, improving productivity, closure of underperforming stores, expansion of existing growth stores and identifying locations for building new stores.

Reduced Turnover by 20% yearly thereby increasing retention rate. Improved and maintained employee engagement at 15% above company average.

Reduced Labor Cost by 3-percent for consecutive years thru “buddy system”.

Collaborated and partnered with cross functional teams such as Merchandise Managers, Buyers, IS, Marketing, and home office operations to deploy POS and other stores application initiatives which contributed to producing results among the best 10% districts in the region.

Mentored managers and developed them into district managers and coached other District managers on process execution.

Analyzed and reported business trends and opportunities impacting the overall business including internal security reports such as POS terminal audits & Inventory Build Reports.

Actively created district and seasonal promotions in partnership with corporate Staff.

September 2022 – April 2023: Director of Operations and Billing Services

TUSA Integrated – Remote to Tempe, Arizona

Provide operational support to clinical staff and mental health services providers while directing activities of operations manager and supervisors.

Coordinate weekly billing along with generating reports that reconciles service provision to revenue expectations.

Maintain external partnership contacts and procure new partners.

Designed and executed operational processes while implementing improvements to ineffective one.

Travel to Arizona for in-person collaboration with colleagues as the needs arise.

April 2021 – November 2021: Billing Services Supervisor

Marken A UPS Company

Support client 4PL services.

Understand and utilize client contract in costing and billing weekly service.

Partner with key stakeholders within the internal and external supply chain supporting the client.

Calculating of accurate billing and rebate charges for all assigned client studies/contracts utilizing excel and other company programs, systems, and platforms.

Liaising with other members of the team to ensure all billing and bought in services are handled correctly for billing.

Working with financial planning and analysis (FP&A) team on profitability and other KPIs as required.

Engaging in frequent conversations with clients’ representatives as necessary to resolve queries and provide reconciliations, etc.

December 2017 – September 2020: District Capacity Analyst

Transformco Sears In-Home Services

Built and maintained technicians profile based on repair skills, district, and geographical area utilizing Service Edge (Click Software).

Built weekly call density (demand) on MapPoint and allocated capacity (supply) based on availability.

collaborated with field operations to provide world class customer service and maintained response time (RT) at 3-days or less on B2B, B2B2C, PA, and D2C customers.

Utilized excel and power point to build reports that communicated performance metrics to field operations' partners based on KPI and developed plans to adjust for gaps as well as leverage excellence.

Developed and delivered horizon planning reports for twelve to eighteen months projected deliverables based on historical performance and future profitability goals, etc.

February 2013 – November 2017: Territory Capacity Planning Manager

Sears Holdings Corporation’s In-Home Services

Position responsibilities include but not limited to:

Overall capacity management, workforce planning, logistics and routing functions for an In-Home Territory consisting of six districts. Utilized S&OP intelligence to forecast and solve for demand and supply gaps

Accountable for technical payroll management; staffing, and training plans; routing solution design and efficiency for technicians; and performance to response time service level standards.

Conduct long-term horizon planning, technical staffing plans, market rationalization, supply sourcing decisions, and oversee routing planning and day to day route execution.

Monitor weekly Territory performance to key operational metrics and solve for gaps, as necessary.

Investigate business performance opportunities and successes and implement strategies to improve future results based on data, such as achieving territory cost per call (CPC), Response Time, etc.

Advice and implement supply sourcing and workforce utilization strategies to drive profitable growth in the Territory.

Directly supervise District Capacity Managers.

May 2012 to January 2013: District Capacity Manager

Sears Holdings Corporation (In Home Services), Morrisville, NC

Performed overall capacity management of an In-Home technical repair district, as well

as managing a team of Dispatchers and Lead Dispatcher to execute fully optimized routing and logistical solutions. Established criteria for district’s technical cost per call (CPC), customer promise set attainment, and associate productivity for the dispatch team.

Served as a business consultant and participated as part of the District Senior Leadership team including travels to the district for staff meetings, technical manager coaching & business process updates, technician ride-along/ roundtables as applicable.

I provided consultation to District General Management on capacity utilization, productivity optimization, and overall resource management. I also provided solutions that maintained and optimized technician profiles using capacity gap analysis.

In addition, I partnered with District Technical Manager to drive business results, etc.

June 2005 to June 2011: District Manager

Dollar General Corporation, Goodlettsville, TN

Responsibilities include but not limited to:

Daily supervision of 16 retail stores, 40 Managers/ASM and staff in a District covering six counties north of Raleigh, North Carolina with emphasis on operational readiness, sales plan, financial accountability, labor allocation, monitoring, overall Maintenance and provision of customer centric shopping experience through very clean stores, better assortments, and friendly staff.

Productivity/profitability improvement in the district with annual sales volume of over $30M.

May 2000-April 2004: District Development Manager

CROWN CENTRAL PETROLEUM CORPORATION, Greensboro, NC

Responsibilities included but not limited to:

Supervised overall operation of 10 retail gasoline/merchandise (convenience) stores with gross annual revenue exceeding 27 million dollars. Provided emphasis on operational readiness, sales plan, financial accountability, labor allocation, monitoring, overall Maintenance and provided training on implementation of customer centric shopping experience through clean stores, better assortments, and friendly staff.

EDUCATION AND AWARDS

M. S. Industrial Technology (Manufacturing), North Carolina A&T State University – Greensboro, NC

B. S. Industrial Technology, North Carolina A&T State University - Greensboro, NC

Minor: Business Management

Awards, certification and other Skills

Received president’s award for leadership amongst 50 district managers.

Received Team Builder Award; Diamond and Sapphire Awards for Operations Management which yielded annual results of top 10% in profitability company-wide; Completed Company Certification in: Human Resources Administration, Interview and Selection, Motivating the Team Member, Team Leader and the Law, Train the Trainer, Safety in the Workplace, and Communicating Expectations Methodologies.

Additional studies on Six Sigma Methodologies, Kano Model Analysis, Viable System Model, and Family of Measures, 4 Disciplines of Execution (4DX), and The Influencer Series, Etc.

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