Customer Service Manager
Resume:
New Caney, TX
Cel. 281-***-****
Tel. 832-***-****
********@***.***
Gwendolyn S. Kennedy
Objective
Continue to expand and utilize my business skills and knowledge to advance to elevated levels in management and to become a valuable asset.
Work Experience
Ritchie Brothers Auctioneers Houston, TX July 2011-Present
Regional Operations Manager
Prepared annual budgets, staffing, Direct Expenses and General Overhead – $190MM Budget
Planned and managed all auctions in Gulf Coast Region
Oversaw preparation of auction catalog, item sequencing, marketing and contract management
Ensure EH&S Compliance for region
Resolved customer and consignor issues arising from auction
Recruited all personnel for region
Negotiated outside contracts
Accomplishments
Reduced General Overhead $85.5k in first 6 months
Completed all ROM Learning Objectives/Tasks in first 6 months
Georgia-Pacific Corporation Various sites July 2010 – July 2011
Process Optimization Leader
Developed Asset Operation Experts to identify and close departmental efficiency gaps
Improved RCA effectiveness and machine reliability
Introduced training program to various site leadership team
Partnered maintenance and operations for increased maintenance productivity
Georgia Pacific Corporation Cleveland, TX September 2009-July 2010
Dryers Superintendent
Provided leadership, ensured shared vision and skill development for dept employees
Accountable for daily shift production and inventory
Utilized CMMS Work Flow Process system to increase machine reliability
Accomplishments:
Identified risks/opportunities, implemented key controls/strategies and measured performance within department
Developed benchmark for identifying and prioritizing the CMMS work processes
Increased RCAs quality, FMEA quality for value added corrective measures
Implemented 100% Dryer Department Machine Center OBC Routes
Developed Qualification Card Tracking and Audit process for department personnel
Reduced department payroll by $36K
Improved equipment reliability by continual monitoring
Developed OBC Routes to increase machine reliability
Reduction of inventory process to 50%
Gulf Sulphur Services, LTD. LLLP/Savage Services Galveston, TX March 2003-January 2009
Terminal Operations Manager
Full P&L responsibility - $8.9MM Operating Budget
Maintained EH&S Compliance – TX GLO, USGC, TCEQ, internal/external audits (Air, Water, Waste permitting)
Review, revision and development of all Safety Programs
Annual Business Plan development and implementation
Annual Project Management - $1MM facility maint. projects; +$1MM Maint. Accrual projects; $250K Capital Expenditure Acquisitions
Leadership Role – Development/maintain internal employee advancement/training compliance
Scheduling/completion of Transloading activities – Railcar/vessel/truck (un)loading
Led investigation and implemented corrective actions on RCAs
Accomplishments
Reduced Operational costs by $200K in first fiscal year
Reduced EH&S audit findings by 50%
Managed annual operational flow of + 2.2MM long tons of molten sulphur
Successfully implemented company policies/procedures/safety programs within first 18 months
Provided guidance for employee HR issues
Established +200 outside vendors
Facilitated prospective customer tours of 72 acre terminal
Possess Passion, Integrity, Sense of Urgency and strong business ethics in all business actions
Provides “Best Value-No Worry” service to customers, (ie. BP, Cargill, ExxonMobil, etc)
Maintained Zero customer service failures
Presenter at Annual Leadership Conference
Recognized for accomplishments and involvement
Savage Services, Inc. (transferred to Galveston TX facility) St. Louis, MO February 2001-February 2003
Facility Operations Manager
Full P&L responsibility - +$500K Operating Budget
Maintained EH&S Compliance – Internal EH&S and Accounting audit compliance
Review, revision and development of all Safety Programs
Annual Business Plan development and implementation
Leadership Role – Development/maintain internal employee advancement/training compliance
Scheduling/completion of Transloading activities – Railcar/truck (un)loading
Communicated daily with local railroad for car switching
Led investigation and implemented corrective actions on RCAs
Accomplishments
Increased Net Profits by $150K in first fiscal year
Implemented company policies/procedures/safety programs
Presenter of relevant topics at Annual Leadership Conference
Recognized for accomplishments and involvement
Provided guidance for employee HR issues
Established +100 outside vendors
Facilitated prospective customer tours of 6 acre facility
Possess Passion, Integrity, Sense of Urgency and strong business ethics in all business actions
Provides “Best Value-No Worry” service to customers, (ie. Kingsford Char, Boise Cascade, Trus Joist
Peco, Inc. St. Louis, MO August 1998-June 2000
Midwest Regional Operations Manager
Oversaw production, repair and storage of 42 facilities in 21 states
Scheduled and allocated production for +1MM rental pallets
Negotiated rates for transportation, mfg., storage, repair and handling for pallets
Conducted Quality Assurance inspections of facilities production, repair and storage
Approved of all expenditures for production/handling of pallets
Supervised Logistics Coordinator and Assistant Operations Coordinator
Assisted Regional General Manager with new customer development
Investigated and corrected customer service failures
Education
Master of Business Management Lindenwood University 1999
Bachelor of Science: Business Management Maryville University 1993
Associates of Arts St. Louis Community College 1990
Specialized Knowledge and Skills
MBM Academy – RRE & Selection Process, OpEx, Safety Leadership April -June 2010
Disaster Preparedness American Trainco 2006
Facilities Mgmt Fred Prior 2006
Emergency Mgmt, Prof. Dev. Series FEMA 2006
Boiler Maintenance, Operation and Safety American Trainco 2004
Forklift Certification 2001
Windows Applications University of Missouri 1996-1998
References available upon request
Contact this candidate