Operations Manager

- OPERATIONS MANAGER -

CUSTOMER SERVICE - MULTI-UNIT OPERATIONS - P&L MANAGEMENT - INVENTORY CONTROL

Detail-oriented, success-driven and highly organized operations manager, offering more than 20 years of extensive experience with progressive responsibilities in management of retail, manufacturing, and consumer products and services. Proven track record of success in optimizing productivity, improving profitability, and successfully streamlining operations. Hands-on leader recognized for successful business tactics and strategies, demonstrating management expertise while implementing initiatives to meet company objectives and contribute to bottom line results.

PROFESSIONAL EXPERIENCE

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FLEETWOOD HOMES OF INDIANA - GARRETT, IN

MANUFACTURING CENTER SERVICE MANAGER 2001-PRESENT

Managed all aspects of customer service team from startup through implementation when the company reorganized its service and sales model in 2005 to ensure promotion of current service to retailers. Serve as manufacturing center service manager with full responsibility in hiring Parts Department supervisor, customer service representatives, drivers, and customer service supervisor.

Key Accomplishments:

- Initiated and implemented a home defect communication program for the Production Department to improve the quality of home construction.

- Conducted Homeowner Satisfaction Survey program to promote the corporation’s satisfaction program.

- Hired, trained and maintained highly effective independent contractor base that will perform approved repairs on homes.

- Led and coordinated warranty service for Fleetwood Homes in 16 states covering distances in excess of 1400 miles from the manufacturing facility.

- Successfully maintained a customer service index of 90% in FY 2008-2009 as determined by MUSE independent survey company. This was a 5% increase from FY 2007-2008.

- Saved $119 warranty costs per home for 1088 homes for a total savings of $129K, resulting in a 13% decrease in warranty spending in FY 2009.

- Improved production efficiency and streamlined warranty parts delivery processes, which reduced service department overheads by 9% and work force by 34%, while eliminating shipping mistakes.

- Successfully managed and allocated warranty budget in excess of $950K a year.

- Effectively created and utilized a comprehensive complaint resolution program, which reduced warranty legal liabilities for the manufacturing center.

- Re-wrote and updated the Fleetwood Manufactured Home Installation Certification Test based on new federally mandated Installation Manual effective January 1, 2009.

THE PEP BOYS, INC. - JACKSONVILLE, FL

DISTRICT OPERATIONS MANAGER 1994-2000

Assumed responsibility in evaluating operations of 11 stores through conducting precise cost/benefit and market share analysis to ensure achievement of optimal profitability and productivity levels of each store. Conducted retail and service operations analysis through inspecting and assessing site and structure, inventory control systems, as well as management/labor force performance to identify customer needs in the regional level. Determined overall site viability through appraising workflow processes, resources, staffing, and location costs. Leveraged operational changes to maximize sales and increase market share. Counseled business manager regarding strategies to increase store sales and service capacity after ascertaining location weaknesses during on-site, randomly timed visits.

Key Accomplishments:

- Instrumental in driving the district to rank at first place for achieving highest returns on assets, encompassing shrink reduction, claims control, and inventory management.

- Achieved Best Operating District corporate ranking based on a series of inspections.

- Successfully led Jacksonville District in achieving 2nd highest wholesale volume in the company and highest return on assets in the region for three consecutive years.

- Primarily led and coordinated implementation of new and enhanced inventory control system through taking responsibility in completing training and customization of new process

- Resolved challenges associated with cultural and regional diversity, and achieved corporate tenure record in quick turnover management position through providing strong and affirming leadership, reducing human resource dissension, and promoting employee acceptance of corporate initiatives.

- Fostered positive team dynamics through bridging communication gaps to develop unified team efforts, instilling need for managers to proactively resolve problems prior to escalation, and instituting individual productivity targets.

- Introduced and implemented standards competition that will determine the best presentation during national contest held twice each year.

STORE MANAGER 1992-1994

Assumed progressively escalating roles from 2nd Assistant Store Manager in trainee role into 1st Assistant Store Manager and Store Manager with responsibility in managing day-to-day operations, coordinating inventory and overall presentation, building maintenance, in addition to supervising staff and cash flow.

Key Accomplishments

- Led the successful operations of new sales and marketing initiatives with top performing staff; gained trust and respect by enlisting employee support.

- Aligned staff qualifications and sales / service needs to optimize resources and achieve higher performance standards leading to greater operational efficiency, reduced operating hours, and improved services.

EARLIER CAREER

Vice President Comptroller, Racing Collectibles - Jacksonville, FL 1990-1992

Market Manager, Turbo Action Transmissions, Inc. - Jacksonville, FL 1988-1990

Sales Coordinator, American Automotive Marketing - Jacksonville, FL 1986-1988

Warehouse Manager, Speed Distributors Warehouse - Jacksonville, FL 1982-1986

GS5, Department of Defense Civil Service - Jacksonville, FL 1979-1982

United States Navy 1975-1979

EDUCATION AND TRAININGS

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Small Business Administration

St. Johns Community College - Middleburg, FL

Human Relations Course, Dale Carnegie

Selected In-House Automotive Sales Industry Courses

ASE Repair Certifications

DOT Safety Certification Program (Master Certificate)

COMPUTER SKILLS

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Inventory Control Programs

Microsoft Word, Excel, and PowerPoint

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