Customer Service Manager

Timothy J. Carlock

770-***-**** *********@*******.***

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Summary

An innovative thinker with broad-based experience with OSHA, DOT,

Worker's Compensation, Return-to-Work Programs, Warehouse Operations,

budget development, transportation and customer care initiatives with

the proven ability to quickly analyze key business drivers and develop

strategies to grow the bottom-line and ensure business profitability.

Areas of Accomplishment include:

-Customer Service Management

-Redesigning Business Processes

-Forming Strategic Alliances

-Loss Exposure Trends

-Insurance Purchases

-Managing Budgets and P&Ls

-Leading Cultural Change

-Multiple Site / State Management

-Colleague / Associate Mentoring

-Building Shareholder Value

-Local, State, Federal Regulations

-On Time and Under Budget

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Develops strengths and weaknesses within the organization while

improving the organizational culture and able to identify root causes

and develop solid actionable plans to correct deficiencies.

. Strategic Planning - Collaborates with all levels of business

relationships to develop best-in-class action plans to identify

and correct issues. Turn around non-compliant and under-

performing clients by modifying culture, business models and

strategies; using positive behavior based techniques to increase

productivity, reduce labor costs, increase safety awareness and

reduce Worker's Compensation costs.

. Transformational Change - Develops cultures that are based on

associate care and transparency; reducing labor attrition,

increasing productivity and building productive relationships.

Implements customer first programs that focus energies on the

needs of the customer and brings resources into the area to meet

those needs.

. Business Development and Operational Leadership - Partners with

all company departments to ensure customer expectations are able

to be met by promising departments; increasing customer care and

value. Documents customer care issues and assembles internal

teams from across department lines to find cost effective

solutions for the customer.

. Best Practice Development - Liaison with customers and

stakeholders to ensure operational and regulatory procedures are

in full compliance. Identifies and assesses customer and

company needs using multiple data analysis tools.

. Multiple Site Management - Establishes clear and concise

operational guidelines for multiple sites in multiple states;

streamlines operations and provides intangible coverage

opportunities. Coordinates resources from multiple regions to

ensure customer expectations are exceeded while staying mindful

of operational parameters and budgetary goals.

Timothy J. Carlock - page 2 of 5

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The Select Family of Staffing Companies - Atlanta, GA

01/12 - Present

Acting Director of Safety and Insurance Underwriting

* Reports to AVP and VP of Risk and Insurance. *Develops, implements and

manages safety programs, policies and procedures through direct and

indirect field training. *Develops and implements the company's Risk

Mission and Vision statements through the department's various programs.

*Directs the company's safety programs and insurance underwriting

protocols. *Fully aware of federal, state and local safety laws to ensure

organizational compliance with all current safety regulations. *Assesses

needs and ensures that program objectives are communicated to the field and

all resources are available for compliance. *Coordinates activities of

program committees and other groups to plan procedures. *Researches and

evaluates past, current and future trends in risk management, safety, loss

control, claims management and surety strategies. *Knowledgeable with

setting contract standards for insurance provisions and indemnification

wording. *Provides direction and supervision to corporate, field and client

staff. *Provides technical and consultative advice on insurance and risk

management issues to corporate, client and field operators. *Relies on

extensive experience and judgment to plan and accomplish all goals.

*Consults with corporate and field operators with a variety of concepts,

practices and procedures. *Successfully performs a variety of program

management tasks - review leases, contracts, RFPs to evaluate the risk

exposure to the company. *Uses a wide degree of creativity and latitude to

effect positive and ethical gains. * Member of the Senior Risk Leadership

Team. * Leads and directs the work of others (100+); 30 branches, 17 on-

site clients in 12 states (GA, TN, AL, FL, MS, NY, VT, NH, MA, RI, ND and

SD).

Key Responsibilities Include:

*Plans, develops and coordinates the safety and occupational health aspect

of company activities.

*Ensures compliance with all Federal, State, and Local safety related laws,

codes and enactments.

*Provides safety leadership, guidance and counsel to management and

employees.

*Coordinates and administers required employee safety training

*Leads and/or assists in near miss, root cause, and accident

investigations.

*Maintains current and accurate knowledge of industry specific safety

requirements.

*Identifies, evaluates and minimizes the company's exposure from safety

related activities, violations, and claims.

*Directs the Regional Safety Committee and acts as point of contact for all

members.

*Manages and mitigates Worker's Compensation; working directly with

TPAs and Claims

*Travels to business units and project locations to perform training,

inspections, audits, etc.

*Monitors and maintains recordkeeping of company required safety

documentation and training.

*Builds and fosters employee commitment to company's culture of

safety.

*Remains available during diverse hours to respond to emergent safety

needs.

*Completes projects as assigned by President, CEO, Vice Presidents and

Assistant Vice Presidents

Timothy J. Carlock - page 3 of 5

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The Select Family of Staffing Companies - Atlanta, GA

10/08 - 01/12

Regional Safety Manager

*Reported to the Director of Risk and Insurance. *Directed, monitored and

assisted with wide range of analytical, technical, process, procedural and

administrative functions related to safety and regulatory compliance.

*Responsible for provision of general guidance, direction, advice and

requirements in all areas of occupational Safety and Health and for

specialized expertise in designated industry specific programs and

technical areas of Safety and Health. *Performed field safety audits of

client premises, conducted risk assessments, completed analysis,

measurement and reports as directed, did post accident investigations,

coached and educated all levels of management and employees, completed all

required actions and activities of client and company safety programs and

took all appropriate action to insure compliance with Federal, State, and

internal rules, regulations and standards. *Active member of the regional

management team and responsible for developing and directing safety

policies and programs for the entire region. *Worked closely with 13

branches, 9 on-site clients in 4 states (GA, TN, MS and FL); 40+ reports.

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Lockheed Martin - Atlanta, GA

09/2006 - 02/2008

Senior Inventory Control Manager

*Involved in start up government program, post Hurricane Katrina, for the

Centers for Disease Control and Prevention (CDC). *Managed over 2.2M

pieces of inventory encompassing over 700 line items. *Worked closely with

Purchasing to ensure inventory levels were in line with Minimum and Maximum

levels. *Assisted Production in determining inventory needs and priorities

for quarterly production schedule. *Audited and maintained daily warehouse

transactions to ensure accuracy. *Reported daily, weekly and monthly the

inventory status of the warehouse to senior government officials within the

Department of Health and Human Services, Department of Defense and Homeland

Security.

. Created Item Requirements Sheets (IRS) to clarify purchasing needs

. Developed and maintained a Baseline Requirements Database (Formulary)

to ensure inventory stayed ahead of production

. Developed and maintained an Item Master for inventory integrity

. Inventoried and accounted for over 40 truckloads of Hurricane Katrina

returns, ensuring material integrity and compatibility within

organization

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Cardinal Logistics - Auburn, WA

11/2004 - 5/2005

Operations Manager / General Manager

*Involved in start-up facility handling break bulk receiving, order

selection, warehousing and transportation for 7-Eleven, Inc. in the Pacific

Northwest (Seattle / Portland). *Involved in location selection, design

layout and completed build-out. *Hired and trained all supervisory staff

and team associates with the ability to operate within budget and customers

expectations. *Developed standard operating procedures, best practices and

contingency plans.

. Turned around under-performing warehouse department by completely

changing business model and strategy; drove productivity up 56% while

reducing labor costs 29% in only six months

. Completed financial, operational and leadership responsibility for a

supply chain operation

. Maximized the weekly, monthly and annual performance of the site

with determination, professionalism and pride

Timothy J. Carlock - page 4 of 5

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Kinetic Concepts, Inc. - SLC, UT & SeaTac, WA

02/2003 - 08/2004

Customer Service Manager - Operations

*Responsible for turnaround of existing service centers in Salt

Lake City, UT, and Idaho Falls, ID. *Took failing service

centers from last in region to number 2 out of 15 within six

months of assuming management helm. *Revamped entire

organization culture to include associates in decision making

and ownership of company goals, mission and vision. *Given

managerial responsibility of three more service centers in

Washington State.

. Responsible for all operational aspects of 24-hour on-call

medical device delivery and service organization providing

medical therapies to critically ill patients

. Effectively and efficiently managed 5 service centers in 3

states with 24 direct reports with over 2,200 monthly activities

. Full responsibility for the coordination and execution of

monthly and quarterly P&L Statements to ensure all Financial

Scorecard Metrics were met and under budget

. Designed and implemented detailed, precise and result oriented

action plans to properly identify and correct deficiencies at

their root cause resulting in more efficient day-to-day

operations

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Lockheed Martin Company - Salt Lake City, UT

04/2002 - 12/2002

Logistics Manager - Construction Operations

Contract employment supporting the Strategic Airport Security Rollout

(SASR) Project working closely with the Department of Transportation (DOT)

and the Transportation Security Administration (TSA) to ensure new

security measures were properly incorporated in all Utah airports.

. Knowledgeable of airport operations concerning passenger

movement, safety and over all airport security.

. Assisted general contractors with construction bids, RFPs,

evaluation and acceptance of Computer Aided Design drawings.

. Responsible for equipment delivery and acceptance of all

construction materials.

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The Coca-Cola Company, Salt Lake City, UT

10/2001 - 4/2002

Logistics Supervisor - Transportation

Contract employment supporting the 2002 Salt Lake City Winter Olympic and

Paralympics Games.

. Directed 24 personnel and 16 delivery trucks covering over 900

square miles; largest area in Olympic history. *Responsible for

the load-in and load-out of all 71 Olympic Venues.

. Directed the successful delivery of over 12,000 pieces of

equipment and over 750,000 cases of Coca-Cola product.

. Coordinated with federal, state and local law enforcement

agencies to ensure all required documentation was on file and

correct for all deliveries.

. Maintained constant communication with specific Venue Managers.

Timothy J. Carlock - page 5 of 5

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National Beverage Corporation - Shasta Beverages - Salt Lake City, UT

5/2000 - 6/2001

Warehouse / Shipping Manager

*Hired as first full time manager for warehouse operations in

twenty years of company existence in SLC. *Responsible for

managing, directing, and controlling all transportation,

receiving and warehouse operational activities.

. Implemented and directed all inventory management functions:

Cycle Counts, Inventory Program, Stock Levels and Rotation, loss

control and prevention

. Responsible to meet and exceed the Food and Drug Administration

(FDA) regulations for plant and warehouse sanitation

. Developed close relationships with other plants, sales teams,

outside vendors and customers to affect superb delivery and

customer service

. Directed workload assignments, gathered and compiled data on

staff productivity to ensure company guidelines and goals were

being consistently exceeded

. Coordinated with Production Scheduler to identify potential

problems for Customer Service and provide obtainable, cost

effective solutions

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United States Navy, China Lake, CA

6/1991 - 4/2000

Aviation Storekeeper (E5) - Supply / Logistics

Enlisted in the United States Navy in 1991 and served on several

combat vessels as supply systems specialist maintaining a multi-

billion dollar inventory of repair parts for entire squadrons

and combat battle groups.

. Worked as beach detachment warehouse manager for USS

Independence battle group in Saudi Arabia and Kuwait - enabled

timely supply replenishment for all operational commitments

(99.3% in stock)

. Promoted to squadron expeditor for VQ-5 to ensure mission

critical repair parts arrived to meet operational sorties

. Promoted to NAS Guam's Supply Department Controller for

financial aptitude and ability to manage and use allocated funds

responsibly

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Education

November 2011 - OSHA Certification. Authorized Outreach Trainer for

General Industry Standards

2008 to Present - Georgia Institute of Technology, Premier Occupational

Safety and Health Certificate

October 2008 - University of Phoenix, BS / Integrated Supply Chain and

Operations Management

References available upon request.

Contact this candidate