Customer Operations Manager Resume Example
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CUSTOMER OPERATIONS MANAGER
Summary
Three Reasons Why I Can Help Make Your Team Better
Broad Cross-Functional Experience - I have 13 years of leadership experience in diverse areas ranging from customer operations and supply chain management to distribution center operations and large-scale project management
Leadership - I have led large warehouse operations and small high performing teams, and I have influenced without direct reports. High levels of credibility and proven results have helped me establish myself as a strong leader.
Relationship Building - Developing relationships based on trust and collaboration is one of my core values. My communication style focuses on team building and the inherent personal value of others.
Highlights
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Experience
Computacenter PlcTuscaloosa , ALCustomer Operations Manager01/2012 to Current
- Kellogg Customer Service serves as the connection between Field Sales, customers, and the Supply Chain.
- I was promoted to lead a team and a broad range of businesses including E-Commerce (Amazon) and Military, and my group later grew to add Wholesalers & Distributors.
- From there I transitioned to a higher profile and more strategic role leading the Safeway team.
- My team expanded further to 11 analysts accountable for the entire West region, or around $800 million in annual sales.
- Key Operational Experience Win with Safeway as a "next generation" vendor managed inventory (VMI) partner, a relationship in which we own forecasting and inventory management; increased service level by 2% while lowering inventory by $1.5MM.
- Collaborate with Sales, DC Operations, Display Management, and Amazon.com to implement a series of initiatives that reduced average lead time for their special pack items from 16 days to 7.
- Develop strong working knowledge of the direct-to-store, warehouse-to-warehouse, and frozen networks along and direct plant shipping (Pringles).
- Broader Initiatives Drive results by championing an overhaul of the department processes and tools around month-end/quarter-end management; guidance to senior leadership has improved to within an average of +/-$300k in a $375MM period.
- Serve as a key member of a highly cross-functional Pringles integration project team; lead implementation efforts in Customer Operations and present supply chain training to Sales teams and Snacks Executives.
- Build the organization through leading a major hiring effort resulting in 12 additions in Customer Service; own the end-to-end process including establishing transition plans and shifting the new hires to their managers.
Senior Customer Service Supply Chain Analyst01/2010 to 01/2012
- Owned supply chain execution for Dry Grocery and Frozen Foods businesses for Target; drove 100% on time and in full performance for $250 million annually.
- Analyzed business processes and produced key Excel tools for order management, cut reporting, and gross sales reporting, creating more robust and less error-prone practices for managing the Target account.
- Owned special-packaging program execution for Target; drove alignment with Innovation Project Managers and Sales on logistics and promotion timing, and developed an item substitution process with Master Data team.
- Strengthened supply chain execution through leading efforts with EDI, Deductions, Sales Planning, and the Target Procurement team to ship a complex type of item correctly; past example saw $1.5 million in deductions.
Service Corporation InternationalCenterville , OHOperations Supervisor/Project Manager01/2001 to 01/2010
- Part of a management development program at a $2.5 billion industrial supply distributor for maintenance and operations with a product offering of 480,000 items.
- Promoted from Sales and Customer Service Supervisor to Supervisor of increasingly large and complex shipping operations, to facility expansion Project Manager, and ending in a leadership role in the Order Fulfillment operation.
- Each role focused on operations management, people development and process improvement.
- Key Operational & Continuous Improvement Experience Managed daily operations of up to a 40 member order fulfillment department which picked over 22,000 items daily; the strong quality-focused operation performed with an average error rate of 1 in every 12,000 fills.
- Demonstrated effective leadership by guiding a group of 8-17 direct reports through frequent and constructive dialogue, effective conflict resolution, and a strong ability to listen.
- Improved warehouse operations through implementing a "fills on demand" program to provide supplemental work to order fillers; increased productivity by 4.5% in the peak of the day, reducing required staffing by 2 people.
- Showed systems aptitude in developing new warehouse management system tools for outbound operations within a corporate cross functional team; tools led to a more seamless day for staff and a company savings of 5 people.
- Large Scale Strategic Project Management Designed operational flows and layouts, procured contracts, and managed the installation of an $8.7 million conveyor infrastructure within a broader $45 million warehouse expansion project.
- Coordinated communication among executive management, operations management, and outside business partners, and responsible for in-depth project cost analysis to the owners of the company.
Education
MBA:Strategic Management2008CASE WESTERN RESERVE UNIVERSITY, City, StateGPA: GPA: 3.94Strategic Management GPA: 3.94
Bachelor of Science:Architecture2001THE UNIVERSITY OF MICHIGAN Alfred Taubman College of Architecture and Urban Planning, City, StateGPA: GPA: 3.3Architecture GPA: 3.3
Skills
business processes, com, conflict resolution, Continuous Improvement, contracts, cost analysis, Customer Service, DC, E-Commerce, EDI, executive management, forecasting, functional, hiring, Innovation, inventory management, inventory, leadership, logistics, managing, management development, Excel, Win, networks, next, operations management, order management, packaging, peak, process improvement, processes, Procurement, Project Management, promotion, quality, reporting, Sales, shipping, staffing, Strategic, Supervisor, Supply Chain, type
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Resume Overview
School Attended
- CASE WESTERN RESERVE UNIVERSITY
- THE UNIVERSITY OF MICHIGAN Alfred Taubman College of Architecture and Urban Planning
Job Titles Held:
- Customer Operations Manager
- Senior Customer Service Supply Chain Analyst
- Operations Supervisor/Project Manager
Degrees
- MBA : Strategic Management 2008
Bachelor of Science : Architecture 2001
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