Customer Service, Logistics, and Business Analysis

PROFESSIONAL PROFILE

Performance-driven Professional with focus on logistics and customer service. Combines strong strategic planning and organizational skills with adeptness at directing high level projects simultaneously. Solid history of utilizing innovative approaches to solving complex problems while adapting to new business environments. Outstanding communication skills; comfortable interacting with all organizational and cultural levels. Forges business relationships focused on teamwork, service level, and cost containment. Strong educational background in supply chain management.

Core Competencies Include:

 Leadership / General Management  Project Management

 Staff Training / Development  Planning / Scheduling

 Customer Relationships / Satisfaction  Performance Reengineering

 Quality Control / Assurance  Continuous Improvement Practices

PROFESSIONAL EXPERIENCE

Waterford Property Services Indianapolis, IN

Equipment Operator 2009-Present

Assisted in the completion of multiple projects included, but not limited to the following: drainage systems, grating, paver patios, and driveways. Operated the following equipment on a day-to-day basis: skid steer, excavator, truck with trailer, steamroller, and various gas-powered hand tools.

Acquity Group, LLC Scottsdale, AZ

Business Analyst 2007-2008

Managed staff of technical analysts for business consulting organization providing IT solutions to Fortune 500 companies. Documented, analyzed, and designed business processes. Coordinated and conducted meetings with key business stakeholders at all levels of management within company. Performed gap analyses on multiple business processes. Composed Functional Specifications Documents that included the following: business requirements; built templates of web pages; componentized wireframes; and defined authoring requirements for all components.

Key Accomplishments:

 Served as Project Manager on $125,000 contract after receiving training on the software to be implemented one week prior to assignment. Managed team composed of company personnel and client personnel. Reengineered current processes, saving the client $240,000. Resulted in the client contracting for an additional $200,000 of consulting work.

 Developed functional specifications for largest project of 2007 including the implementation of a web content management system for a site containing over 4500 pages. Presented website layout to the senior managers in 6 functional areas.

Mike Hofferman, page 2

 Assisted in the quality assurance post-implementation of a web content management system that had 2 weeks to be completed but 4 weeks of work. Accountable for the training, delegating, and accuracy of a 3 person team. Project was delivered on-time and within budget.

 Participated in the documentation and design of a RFP for project on pace to be company’s largest project. Laid out the projected work steps required, number of individuals required to complete each step and the personnel who would best fit the project.

Forensics Consulting Solutions Phoenix, AZ Consultant 2006 Provided electronic discovery consulting services to companies involved in civil litigation. Information was used in multi-million dollar lawsuits, mergers, and other litigation. Performed quality assurance on each batch by comparing originals to the copied version. Elevated issues / problems within a batch to the supervisor to be analyzed and handled. Trained new employees on completing the process and providing quality assurance. Followed process that gathered all of the metadata for each batch and recorded the results.

Key Accomplishments:

 Assisted in the formation of a Process Advancement Committee focused on the use of Kanban Methodologies to identify and resolve any problems within the batches. The processes developed by the committee are still in use today.

 Went above and beyond to meet deadline for completion of litigation for the Sprint / Nextel merger. Finished a 92 hour work week including a 32 hour shift on the last day to complete project which involved over 7 terabytes of information, the largest amount of information processed for an electronic court case.

Weber Delivery Tempe, AZ

Driver / Router 2004-2006

Accountable for the day’s deliveries. Developed routes based on location and delivery windows accounting for size of delivery and most efficient routes. Ensured correct assignment of packages to clients and on time delivery, providing exceptional customer service.

Key Accomplishments:

 Developed new process to load deliveries decreasing loading time by 50%.

CREDENTIALS

Education

Bachelor of Science, Supply Chain Management

Bachelor of Science, Computer Information Systems

Arizona State University, W.P. Carey School of Business

Studying for Certified Supply Chain Professional Certification

Hewlett-Packard Portfolio Project Management v7.1 Certification

National Association of Purchasing Management, Member

Technical Skills

Microsoft Office ∙ SQL

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