Business Management, Supply Chain

KRIS T. THORSLAND

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

Moorestown, NJ 08057

856-***-**** **************@*****.***

PROFILE

Highly experienced management professional with a record of success in personnel and operations management. Solid background in driving customer satisfaction through proactive change and personal leadership. Comprehensive experience in training, service delivery and inventory management.

CORE COMPETENCIES

Strategic Planning • Project Management

Organizational Change/Improvement • Customer Satisfaction Improvement • Staff Leadership

EXPERIENCE

DirectBuy of South Jersey, Maple Shade, NJ 2005-2011

Regional Vice President of Service Operations 2008-2011

High profile position requiring a keen sense of customer needs and business objectives. Managed product specialist, member service and merchandise receiving departments with the goal to deliver improved customer satisfaction while minimizing operational costs. Conducted work group analysis to address issue of customer satisfaction which led to improved procedures for issue resolution, greater customer contact and faster inquiry response time.

Achievements

• Developed culture and processes resulting in quarter-over-quarter rating of ‘5 Star’ from national client satisfaction survey.

• Created efficiencies in process by teaming sales and vendors directly to accelerate lead times, reducing average delivery times by 25%

Director of Service Operations 2005-2008

Client focused role utilizing customer-centric service mindset to develop staff potential. Conducted analysis of key processes to ensure optimal use of resources and staff. Implemented new service protocols and new guidelines for communication with customers and vendors. Developed and conducted daily training program for service department staff which resulted in marked performance improvements.

Achievements

• Reorganized service department and inventory processes to improve merchandise control and reduce client escalations by 15%

• Instituted a staff empowerment training plan to increase employee satisfaction and reduce staff turnover by 25-30%

• Complemented training plan with high-performance recruiting plan to attract and retain the best candidates

Eastern DataComm, Hackensack, NJ 1999-2004

Warehouse Manager, Data Cable Technician

• Reorganized control systems for a $10 million inventory of high technology equipment with a high turnover rate

• Maintained an on-time delivery rate of product to customers at over 99%

• Implemented new service protocols and new guidelines for communication with customers and vendors.

EDUCATION

Rutgers School of Business, Camden, NJ

MBA Candidate, 2014 projected

Thomas Edison State College, Trenton, NJ

Business and Logistics coursework

Rutgers University, New Brunswick, NJ

Bachelor of Arts, Political Science, 1993

Pi Sigma Alpha ~ Golden Key Honor Societies

Intramural Softball League

Ultimate Frisbee League

CERTIFICATIONS AND TRAINING

Masters Training School – DirectBuy

• M.T.S. "Training the Trainer" Certificate

• DirectBuy Business Management Certificate

Institute of Logistical Management

• Certificate of Logistical Management

MEMBERSHIPS AND ORGANIZATIONS

Woodbury Economic Reorganization Committee

Institute of Supply Management

Institute for Operations Research and the Management Sciences

Volunteer – Food Bank of South Jersey

INTERESTS AND ACTIVITIES

Swimming and Biking

Baseball/Softball

Woodworking and Home Repair

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