Quality Assurance Customer Service

Jerold W. Tuggle

**** ******** ** • Snellville, GA 30009 • 770-***-**** • ******@*****.***

Result driven Logistics / Supply Chain Management Professional with extensive experience in a high volume distribution operation with proven abilities in managing operations in inbound and outbound freight services of both national and international freight. Strong leadership abilities, excellent communication and team oriented. Customer service focused and goes above and beyond to achieve the objectives and goals of the organization.

Key qualifications:

• Leadership • Strategic Planning

• Process Improvements

• Procedure Compliance • Quality Assurance

• Training and Development

_____________________________________________________________________Professional Experience

YRC Worldwide – Marietta, Ga.

(Leading Provider of Transportation and Logistics Services)

Operation Supervisor: 3/2012 – Present

• Supervise and direct the daily activities of freight handler’s professionals who prepare the staging and delivery of time critical shipments to customers across the country via trailer delivery.

• Managed the loading and unloading of freight in trailers to assure quality loads are consistently performed and the maxima capacity of the trailer is fully utilized.

• Address all quality and productivity concerns with employees and coach them to performing to the optima level in achieving the daily objective of servicing customers at the highest level.

• Administer and support safety program to assure safety remains a priority amongst all employees and document all issues in a timely manner.

Tech Data Corporation – Suwanee, Ga.

(World Leading Distributor of IT and Peripheral Products)

Area Manager: 6/1992 – 6/2011

With a 15+ year work history with Tech Data Corporation as an Area Manager for Logistics/Supply Chain Services, advised and implemented process improvements to streamline best practices with the focus of reducing operating costs while increasing company efficiency and quality process workflow.

• Successfully designed and implemented a wireless mobile computer unit designed to replace stand-alone station capable of assisting staff become more flexible and efficient in processing work task in a more efficient productive manner resulting a 20% gain in productivity.

• Collaborated with Logistics Industrial Engineering team on the redesign of Atlanta operation facility with goal of redefining space for optimizing its utilization for fast moving inventory.

• Ensured successful implementation of SAP software by providing ongoing oversight of procedures and recommendations to optimize the system performance.

• Created and drove company initiative for implementing control assessments for quality metrics and performance of company process and procedures.

Quality Management - Supported company initiative in identifying opportunities for providing the highest level of quality to both internal and external stakeholders. Served as a direct liaison to Senior Corporate Management team on metric reporting for quality improvements and best practices.

• Served as key adviser in assisting organization to obtain ISO 9002 certification for quality assurance in accordance to industry standards. Facilitated training amongst staff and ensured team was proficiently knowledgeable on process procedures.

• Spearheaded implementation and utilization of corporate scorecard directly utilized as a quality analysis tool, resulting in increased quality performance of vendor products.

• Developed and maintained standard operating procedures for work-flow best practices resulting in increased quality and efficiency.

• Reduced quality reporting time of quality metrics by 62% by segregation deficiency into a single database amongst seven logistics centers in North America.

Team Leadership – Directed multiple departments with diverse teams in championing the values, goals and objectives of the organization. Planned, organized and facilitated daily activities to ensure standard operations procedures were adhered to.

• Reduced reporting time of quality metrics by 62% by segregating quality deficiencies into a single database amongst seven logistics centers in North America.

• Monitored and analyzed daily productivity using Business Warehouse software system and communicated results to staff daily.

• Successfully facilitated cross-functional communication and training across departments to improve working environment.

• Managed department budget and reported metrics to senior level executives on a weekly, quarter and yearly base.

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Education

B.S., Leadership and Management, Shorter University, Rome, Ga, 2010

A.S., Information Technology, Dekalb Technical College, Decatur Ga, 2005

Professional Development

Lean Six Sigma Green Belt Certification – 2010 Tech Data Education Training, Clearwater, FL

Coursework in applying methodology tools in process improvements, workflow analysis, 5S and Kaizen.

APICS – (Association of Operation Management) leadership courses in operation management.

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Technical Skills

Proficient use of Microsoft Word, Access, Excel and PowerPoint

SAP Business Warehouse Database and Business Intelligence

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