Manager Customer Service

JAMES MCMAHON

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

Darien Center, New York 14040

Phone: 585-***-****

ztjbjf@r.postjobfree.com

OPERATIONS AND GENERAL MANAGEMENT

– Strategic planner with proven ability to maximize profits while cutting costs and creating programs with existing resources –

– Combine scientific, technological, and business acumen to identify areas for improvement and optimize production –

– Offer 15 years’ experience in high-tech manufacturing, using an analytical approach to improve business processes –

– Master’s-level education in global markets, traveling to China in 2011 to gain marketing & trade knowledge –

– Leadership of Top Performing Teams of 30+ & Up to $19M P&L Administration –

Award-winning efficiency expert with a diverse background within the manufacturing, publishing, wholesale distribution, banking, government, and retail industries. Leverage understanding of data modeling, metrics, value-stream mapping, emerging technology, and database programming in order to develop tools that streamline processes and systems. Customer-focused manager with high performance standards and commitment to transparent communications. Lifelong learner and Beta Gamma Sigma Honor Society member; completed Executive MBA Program at the University at Buffalo, May 2011.

“Jim shows that with awesome people skills and team devotion, you can accomplish much more than you think. Jim directs a very loyal team, and they succeed at every metric by which they are measured.” – Scott Brown, Branch Manager, Scholastic

Business Analysis

Warehouse Management

Technology & Productivity Improvement

Costing & Budgeting

P&L Administration

Team Building & Training

Multisite Management

Shipping & Logistics

Technical Report Writing

Trade Shows

Calibrated Instrumentation

Radioactive Materials Management

Safety & OSHA

Start-Up Operations

OPERATIONS HIGHLIGHTS & MILESTONES

> Realized aggressive operational and revenue growth objectives at Scholastic Book Fairs, elevating branch ranking to #3 spot from a 25th out of 62 standing. Strong leadership directly led to the highest nationwide net profit in the 2007-2008 fiscal year, delivering net profit of 110% of projected goals. Results commended at National Managers’ Meeting.

> Nominated by peers and superiors, winning Scholastic’s 2008 All Star Award in recognition of excellence in Customer Focus, Caring & Respect, Teamwork, Individual Leadership, and Continuous Improvement & Learning.

> Designed shipping program for Willow Group, establishing procedures, metrics, and quality control processes. Wrote SOPs and created matrix that analyzed pick/pack productivity. Researched truck firms, saving customers up to 420% on expedited and 20% on ground shipment costs. Reduced shifts required to produce the same amount of work by 25%.

> Founded and expanded property maintenance business specializing in the mortgage foreclosure arena. Built company from zero to six-figure revenues and established respected reputation as one of top three contractors in Florida.

> Identified inefficiency at Marietta Specialty Components, proactively fulfilling data storage need and eliminating manual high-level calculations. Created a database and wrote code to support, evaluate, and store critical information.

CAREER PATH & PROGRESSION

Scholastic Book Fairs | Buffalo, New York | 2005 – 2010

Branch Manager

Led one supervisor and 24 team members, managing P&L. Drove increased production, inventory, and distribution efficacy. Grew $3M in sales revenues as general manager with accountability for facility management and maintenance, production, and operations that included three trucks/drivers, routing, and DOT regulations. Charged with strategic planning, ensuring funds were allotted to meet corporate goals. Adjusted production plans of $5M inventory with standard 75% book fair returns.

> Developed uniform operational procedures and best practices, revamping facility through analytical methodologies.

> Cut labor costs by 4.5% while increasing revenues, defining areas for improvement based on feedback. Enhanced communication between the warehouse, drivers, and sales. Utilized a centralized planner for cost-effective route setting.

> Created workplace culture based on respect, optimizing team performance through DISC assessments and conducting training initiatives. Discerned employees’ unique values and traits, ultimately motivating towards excellence.

Noteworthy Accomplishments:

Played an integral role in facilitating the largest improvement in regional customer satisfaction in 2007-2008 fiscal year.

Earned multiple prestigious recognitions, such as the Book of Distinction Award, Outstanding Performance in Managing Operating Expenses, Best Inventory Management, Best Regional Branch, and Best Customer Satisfaction.

Exploded warehouse sale revenues to 80% over prior year’s sales within first six months of hire continued trend the following year with a subsequent 40% growth. Solicited more devoted volunteers than any other branch.

Improved drivers’ time 50%, modifying warehouse layout and greatly enhancing employee morale and reliability.

Delivered more detailed data through spreadsheet creation, contributing to 5% drop in operational expenses.

Willow Group Ltd. | Batavia, New York | 2000 – 2005

Shipping Manager

Directed all aspects of a fast-paced pick, pack, and ship operation for a national packaging and display wholesaler with $19M in annual revenues, supplying to floral, grocery, restaurant, and home décor retailers. Hired, trained, and managed two shifts of up to 30 associates. Collected orders, presorted, determined ideal mode of transport, and grouped similar orders for accelerated picking. Liaised between Customer Service, Sales, and Shipping.

> Developed and implemented numerous structures and SOPs that dramatically enhanced operational efficiency.

> Saved time and money, developing a shipping program that utilized automated scheduling and computerized bills of lading resulted in online capabilities and a reliable database for referencing, querying, and generating reports.

Noteworthy Accomplishments:

Slashed department inaccuracies and damages by 37%, overhauling procedures and appointing an order-checker.

Continuously tracked employee performance, creating key metrics that uncovered areas for opportunity, growth, and overall improvement through detailed measurement.

Ensured employees met internal and external customer expectations, analyzing unique strengths and job functions.

Increased cohesiveness of group, meeting to discuss “The Five Dysfunctions of a Team” and creative problem-solving techniques. Worked with individual employees on goal-setting and elicited contributions at the floor-level.

Led KPI brainstorming team, establishing a collection system for information and ideas generated viable marketing and product ideas to pursue.

Jim McMahon Property Maintenance | Oviedo, Florida | 1995 – 1999

President & General Manager

Established and continually strengthened property maintenance business to satisfy need in mortgage foreclosure industry. Supervised one full-time and several temporary employees. Worked closely with professionals in law enforcement statewide, contracting office, licensed contractors, and local government. Minimized health hazards, secured and maintained foreclosed properties, corrected code violations, directed bank ordered evictions, and completed both small and major renovations. Prepared HUD homes for sale within 24 hours.

Martin Marietta Specialty Components | Largo, Florida | 1991 – 1994

Advanced Specialist Chemical Analyst / Lab Tech I – III

Promoted three times in recognition of outstanding work within laboratory operations in the Nuclear Weapons Program, training new technicians and troubleshooting manufacturing processes in order to ensure seamless operations and overriding safety. Charged with measurement and control of all radioactive materials, performing calculations, complex analyses, and quality testing. Computerized ongoing, 20-year classified experiment. Designed database framework for safekeeping of information.

EDUCATION

Executive Master of Business Administration | State University of New York at Buffalo, School of Management

Graduation: May 2011 | Member, Beta Gamma Sigma International Honor Society

Bachelor of Science in Chemical Engineering | University of South Florida

Associate of Applied Science in Chemical Technology | State University of New York at Alfred

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