Customer Service Management

Michael V. Schwartz, MBA

**** ******* ****** •Apartment•16M • Fort Lee, NJ 07024 • 201-***-**** • *************@*****.***

SUMMARY OF QUALIFICATIONS

Qualified Inventory Manager and Purchasing Analyst with functional Accounting knowledge and background. Proven analytical expertise, cost management and operational skills. Experienced in all aspects of Vendor Management, including purchasing, pricing negotiation, receiving and return processing. Perceived as internal expert to find savings and improve processes and internal customer service. Skilled in management of company fleet, parking violations and office equipment lease management. Pragmatic, results-oriented approach with established track record of delivering increased profitability in the following areas:

• Purchasing Analysis with experience in reviewing contract terms and conditions and sourcing from a variety of suppliers based on business specifications and analysis of total cost overall value delivered and product life cycle of purchased merchandise.

• Inventory Management expertise includes ability to rationalize inventory database to improve usability, analyze inventory flow from a business perspective and adjust current purchasing based on business needs and knowledge of industry trends.

• Cost Control and Operational Management proficiency in identifying and exploiting inefficient markets and establishing relationships with suppliers to minimize costs.

ROLES AND RESPONSIBILITIES

PUBLIC INTEREST NETWORK SERVICES – New York, NY 1992 – 2009

(Public Interest Network Services is a full service phone system, network equipment and services provider. As a true local exchange carrier, client telephone calls and Internet traffic are routed through Public Interest routers and switches. The primary facility is connected via three different fiber networks to multiple carriers for voice calls.)

Purchasing Analyst and Inventory Manager

Purchasing Analysis

• Managed vendor relationships to insure competitive pricing by evaluating purchases based on Total Cost of Ownership (TCO), by streamlining vendor analysis and pinpointing highest value vendor for each type of product. RFQ,s

• Created criteria to analyze repair facilities for out-of-warranty equipment, based on reliability tracking, refurbishing quality, price and turnaround time, increasing customer satisfaction significantly and reducing repair costs.

• Devised a solution to prevent double charge to networking unit by classifying networking equipment stock separately when networking equipment was returned and re-issued. Effort reduced double charges by 75%.

Inventory Management

• Developed procedures to accommodate repurchases, protracted repairs and intangible goods such as software licensing in packaged Tigerpaw software application to keep inventory accurate. Improved inventory accuracy by 20% by making these adjustments.

• Synthesized approach to determine need for a new SKU in inventory database based on functionality and price stability. Incorporated input from technicians and customer service personnel to maintain UPC descriptions to minimize confusion and improve internal customer service. Reduced SKUs in inventory database by 50%.

• Optimized outdated “spare” inventory based on available storage, equipment condition, the probability of equipment being needed and availability of replacement equipment. Spearheaded total cost of ownership decisions for equipment in need of repair.

• Initiated procedure to retain handsets when a phone was under warranty or service contract, resulting in additional handset inventory at no cost and a 10% reduction in handset repair costs.

Cost Control and Operational Management

• Achieved increased efficiencies in shipping costs that resulted in 15% annual savings by:

Optimizing quantities ordered and package dimensions to minimize shipping costs

Eliminating expedited shipping charges and insurance when unnecessary

Minimizing handling charges by instructing vendors to direct bill UPS

• Presented cost benefit analysis results of historical equipment performance to Senior Management and achieved 20% cost savings and expedited equipment repairs by self insuring generally reliable equipment and identifying alternative high quality and cost effective repair services. Budget implementation, 12M monthly spend.

• Negotiated contract terms and conditions for office equipment leases and proactively managed repair process.

• Coordinated processes with Accounting Department to ensure general ledger accounts were properly debited and credited during purchasing, receiving and inventory activities.

• Directed company car fleet and established relationships with automotive repair establishments and body shops to minimize costs. Communicated costs and issues to company leadership to ensure proper stewardship of company funds.

• Supervised NYC parking summonses to company vehicles. Formulated system to track summonses through the hearing by mail process to avoid penalty fees and developed criteria to identify efficient means of distinguishing those that could be fought and those that should be paid. Eliminated all penalty fees and attained a successful summons appeal rate of 80%.

EDUCATION

HOFSTRA UNIVERSITY – Hempstead, NY

Masters in Business Administration in Accounting and Systems

WASHINGTON & JEFFERSON COLLEGE – Washington, PA

Bachelor of Arts in Economics

Contact this candidate