Manager Customer Service

DANIELLE N. DUGGER

*** ******** *****, ******* *****, KY 270-***-****

E-mail: ********.*******@*****.***

QUALIFICATIONS:

Proven background, education and experience in operations management and supervision. Promoted to positions of increased responsibility based on performance and leadership skills.

B.S. Degree in Human Resource Management, concentration in Business Management

Experienced analyzing quality, production and revenue data for improvement and cost control.

Ability to hire and train qualified staff providing motivation and coaching to optimize performance and customer service.

Effective in managing employees and resources to meet and exceed corporate operations and financial goals.

Expertise in work place safety and compliance, safe work methods, vehicle safety, injury reduction, hazardous materials response..

Computer proficient using custom software and database applications as well as Word, Excel, People Soft and PowerPoint.

EXPERIENCE:

Tractor Supply Company, Franklin Distribution Center 2011-Present

Area Manager, Franklin, KY

Create and implement Standard Operating Procedures for the outbound processes that service over 150 stores per week. Conduct training classes for over 40 associates.

Assist in the startup of Tractor Supply’s largest distribution center (825,000 sq/ft). Train and lead new team members according to required SOP’s.

Consistently show week over week improvement with production rates and volume.

Work with warehouse management systems and technicians to ensure our customer’s needs and expectations are met with every order.

Create and utilize production reports to ensure the success of the associates and the satisfaction of the customers.

Amazon.com, SDF1 Fulfillment Center 2008 - 2011

Area Manager, Campbellsville, KY

Supervised and communicated daily with 50 associates and 4 floor supervisors during non-peak season, peak season 120 associates and 8 floor supervisors, evaluated their performance, provided training and coaching to maximize production, safety and compliance.

Created and delivered yearly performance reviews for all 50 associates, and floor supervisors. Develop Individual Leadership Development Plans (ILDP) for all floor supervisors to set goals and expectations. Conducted biweekly meeting with all floor supervisors to measure progress in regards to their ILDP.

Worked with associates in a lean process improvement initiative (Kaizen) to develop a premium line that proved to be successful during peak and after, with projected savings in excess of 70K year over year.

Generated daily reports for production and service addressing procedures and changes as needed. Reviewed forecasts and trends developed action plans to meet and exceed production goals. Analyzed detailed financial data and cost statements. Implemented improvement plans to address any deviations affecting overall operations performance.

Achieved 99% efficiency for premium shipments process by creating and implementing SOP’s to streamline a process that was failing. With the implementation of this new process, the deficiency rate dropped from a 35% to a 2% FC controllable failure rate. Delivered presentations to decision makers, created training manuals and documents, and trained and implemented new process across all shifts.

Process Assistant, promoted from Quality Associate 2007- 2008

Trained and certified on using powered industrial vehicle’s as well as CPR and AED certified.

Constructed and applied a performance management spread sheet to keep track of associates daily progress. Able to track process and maintain zero quality issues in both VDF and the receive dock.

Efficiently worked with other departments in the facility to ensure that priority shipments made their deadline.

Proven ability to successfully lead new and multiple departments quickly. Coached and motivated various associates to reach their highest potential, while keeping safety and quality as the main focus.

Quality Associate 2007- 2007

Consulted with receive associates to analyze their quality issues. Provided solutions and cross functional proposals to manage and enhance their receiving tasks.

Nominated VIP in the first month for overachievement and dedication

Successfully completed PIT (Powered Industrial Truck) training to better assist the area that I was assigned to.

Aramark Dining Services, Western Kentucky University 2003 - 2004

Production Manager, Bowling Green, KY

Responsible for purchasing decisions that include: Buying, negotiating and ensuring proper delivery from a variety of suppliers.

Operated a complex inventory system that tracked and regulated inventory in four locations with revenues in excess of $1,000,000 yearly.

Assisted in the planning and conducting of weekly meetings that targeted production, safety and employee morale.

Constructed inventory tracking/production spreadsheets and reports using ms excel that would be used company wide.

Responsible for administering and implementing training in relation to production and inventory functions.

Administered interviews for hourly positions within the production department.

EDUCATION:

Western Kentucky University, Bowling Green, KY

Bachelor of Science Degree in Human Resource Management, 2007; concentration in Business Management

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