Manager Customer Service

Demetrius L. King

***** **** ****

Olive Branch, MS 38654

Home 662-***-****

********@*****.***

Senior Operations Manager

Qualifications

• BBA in Business Management, 15 years in distribution logistics/management

• Specialist in work and manpower planning

• Proven track record with strong, positive leadership skills

• Experience in product flow, space management, and project management

• Background in budgeting, cost analysis, and inventory control

• Disciplined in quality and Continuous Process Improvement (Total Quality Management)

Professional Experience

2011-2012

Helen of Troy, Inc.

Southaven, MS

Senior Operations Manager

Managed Replenishment, Stocking, Order Processing, Packing (VAS), and Shipping departments in a 1.2M sq. ft. facility

• Regular reporting to General Manager, accountable for all aspects of the operations in a 1.2M sq. ft. facility and 5.4M budget.

• Responsible for 10 direct reports ranging from manager to supervisor in a fast pace automation environment.

• Responsible for 1st, 2nd, and 3rd shift inbound and outbound operations that oversees 300 plus associates.

• Effectively managed labor/staffing cost for the OXO division while reducing overtime cost by 8%.

• Coordinated daily staff meetings with the management team in which key performance indicators are discussed.

• Facilitated and maintained inventory accuracy of 99.8%.

• Coordinated monthly safety meetings which reduced accidents/incidents by 20%.

• Implemented a validation process that improved missed shipments to customers by 15%.

• Restructured and redesigned the staging process for outbound shipments.

• Worked closely with Director of Vendor Compliance to improve quality initiatives.

• Coordinated weekly conference calls with Director of Customer Service to improve on inefficacies to the customers.

• Worked closely with Senior Human Resource Manager in recruiting , coaching, and developing of newly hired employees.

2000-2011

Williams-Sonoma, Inc. - Conveyable Mail Order Division and Retail Division

Memphis, TN and Olive Branch, MS

Operations Manager

Managed Replenishment, Picking, Stocking, Packing, and Shipping departments in 500,000 and 1,000,000 sq ft facilities

• Provided daily/weekly/monthly staffing forecasts to meet budgetary and customer needs.

• Responsible for third-party operations within Concorde facility including Order Processing, Stocking, and Packing.

• Developed, maintained, and communicated all departmental standard operating procedures in conjunction with business goals provided by senior management.

• Ensure accurate and timely preparation of all necessary departmental reports.

• Responsible for ordering and maintaining just-in-time inventory levels on all gift wrap packaging and corrugated for facility with annual budget of $2.2 million.

• Consistently exceed operational expectations in all key metrics including safety, service, quality, and cost.

• Project owner for picking, packing, and stocking departments during successful startup of 500,000 sq ft facility.

• Reduced inventory discrepancy significantly through zone ownership and quality awareness.

• Increased employee productivity 15% by implementing Reddwerks Pick-to-Light, and Labor Management programs.

• Significantly reduced workers compensation injury claims in respective departments through safety awareness and accountability.

1997-2000

Snap-on Tools Inc.

Olive Branch, MS

Senior Operations Supervisor

Managed operations, communications, and accountabilities for entire shift in 250,000 sq ft facility

• Implemented and maintained performance incentive program reducing staffing and improving costs by 15%.

• Reduced safety incidents and workers compensation claims significantly through training and accountability.

• Worked with corporate partners to promote accountability in factory errors and incorrect deliveries.

• Facilitated and maintained inventory accuracy levels of 99.9%.

• Responsible for day shift outbound operations with daily ship volume of 15,000 - 35,000 cartons.

• Developed and implemented standard operating procedures for all assigned areas of responsibility.

• Process owner for all value added service projects in facility.

• Exceeded budget expectations by minimizing overtime through cross-functional training, development of standardized processes, and proper staffing.

Education

1997

B.B.A, Business Management

Mississippi State University – Starkville, MS

1995

A.A., Business Administration

Northwest Jr. College – Senatobia, MS

Professional

Leadership Academy, Conflict Management and Resolution, Positive Associate Relations, Managing for Excellence, Frontline Leadership, Legal Education Training, Financial Acumen, Diversity Training, UPS Hazardous Materials

Technical

AS400, PKMS, Oracle, RF Picking, Pick-to-Light, Qlikview, Kronos, ADP, Microsoft Office, Microsoft Access

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