senior customer service manager, operations management,distribution ma
senior customer service manager, operations management,distribution ma
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senior customer service manager, operations management,distribution management Resume


Desired Industry: Management SpiderID: 55858
Desired Job Location: toledo, Ohio Date Posted: 11/18/2011
Type of Position: Full-Time Permanent Availability Date: 11/30/2011
Desired Wage: 70000
U.S. Work Authorization: Yes
Job Level: Management (Manager, Director) Willing to Travel: Yes, Less Than 25%
Highest Degree Attained: Other Willing to Relocate: No


Objective:
As a seasoned management professional with expertise leading cost containment, logistics, distribution centers, production initiatives and more, I am confident my skills would benefit your organiazation . My 24 year career spans Customer Service, Operations and Distribution and warehouse management. I am very comfortable in various working conditions with safety always a being a priorty. On call status spans my entire career.

Equipped with a solid set of skills to meet the challenges of a fast-paced operation, my resume showcases examples of my solutions in action. I set standards for my teams, get my hands dirty and get everyone to give 100% plus. Each time, the outcome contributed to a performance-driven business with increased production and sales, and decreased costs. Value offered includes:

Operations — whether dealing with operations, production, distribution, warehouse management, expert customer service, process improvements or quality, my ability to size up situations and gather information enables me to make timely effective decisions.

Personnel Management — I can communicate with all levels of an organization to include corporate management, cross-functional department managers, associates, and direct customer interaction.

Change Management — demonstrated ability to impact positive change and strengthen profitability serving as a trusted change agent working collaboratively with all stakeholders and in time of turbulence.

Cost Containment — manage budgets to ensure profitable operations, while maintaining inventory within market needs. Key Indicator Reporting measuring P&L and quality operations within the organization.

Strategic Vision & Leadership — equipped with solid skills in strategic planning and execution complemented with the ability to eliminate organizational weaknesses.

I would welcome an opportunity to discuss how my vision, creativity, and management style could benefit your organiazation and look forward to hearing from you soon. Thank you in advance for your consideration.

Sincerely,



Michael T. Pitchford


Experience:
Washington Township Fire and Rescue, Wood County Ohio • 2004-present
Emergency response to fire and medical emergencies including traffic control management. State certified Firefighter, National Registry and State certified EMT. Provide emergency care within scope of practice as determined by medical director within central Wood County. Proficient in dispatching, radio operations and communication during emergency situations following National Incident Management Systems guidelines (NIMS 100, 200, 700 certifications).
Home Delivery Manager (March 2004 – November 2008)
Assisted with overall organizational operations, managed a $17M operations budget, and provided leadership to 9 supervisors, 23 district managers and support staff, ensuring quality Customer Service. Indirectly oversaw 800 independent contractors. Directed daily customer and logistical operations of seven distribution / warehouse centers within the Toledo metropolitan market, in addition to multiple relay locations in the regional area serving 135,000 customers. Geographic oversight encompassed 20 counties throughout NW Ohio and SE Michigan. Negotiated contracts and renewals with outside third party vendors; scheduled staff to maintain operational needs within expense budgets and production needs. Held staff accountable to performance goals and standards while maintaining excellent employee relations. Directed Customer Service interactions with call center and field personnel on daily basis.
• Met annual revenue budgets accounting for $30M in combined revenue and expenses.
• Initiated daily quick huddles with team members to jointly set each day’s priorities.
• Coordinated marketing campaigns and special events.
• Managed customer database and upgrades.
• Understood and communicated customer expectations throughout the Customer Support Team, and ensured all services met or exceeded customer needs and expectations.
• Created Standard Operating Procedures / Guidelines through operational process mapping.
• Played a key role in the implementation of a new software program.
• Handled internal audit of circulation data to ensure compliance with Audit Bureau of Circulation standards.
• Launched a total market coverage package (TMC) sending advertisements to non-subscribers (advertisements account for 70% of The Blade’s income).

Special Project Manager- Distribution Manager (March 2006 – September 2007)
Functioned in project-management role by leading project during turbulent labor negotiations. Led change management activities and initiatives. Prepared and implemented a cross departmental and cross functional management action plan for a lockout. Achieved zero loss of productivity during the lockout that lasted 11 months. Production and manufacturing process mapping. Interacted daily with all levels of management, employees and collective bargaining units. Directed protection of facility assets with use of a private security alongside state / local public safety administrators.
• Recruited and trained replacement logistic team to deliver product; managed program during lockout phase and handled distribution routing.
• Oversaw distribution and warehouse control.
• Reviewed transportation routing to ensure efficiencies with third party transportation vendors
• Achieved and implemented contractual concessions, including management rights clauses.
• Launched a separate IT department to isolate operations so as not to corrupt systems.

Regional Zone Manager (April 2003 - March 2004)
Managed daily operations, four supervisors and nine district managers while ensuring superior levels of customer service. Additionally, managed day-to-day operations of third party vendors. Scheduled personnel time management and department allocation of labor to meet departmental needs. Coordinated and implemented the development of the circulation budget process supporting home deliveries.
City Zone Manager (December 1998 - March 2003)
Located property and negotiated leases for distribution center operations. Served as Project manager regarding the build of each 10,000 square foot facility. Provided leadership to four supervisors and five district managers; managed a sub-budget of $6.1M.
• Managed synergies of two business units by merging into a more cost effective delivery system that insured on time deliveries, as well as significant cost savings.
• Participated in “Customer First” Special Project with Alliant Consulting. Conducted internal audits of standard operating procedures (SOPS) of cross functional departments reducing re-work.

Circulation Traveling Rep, District Manager, Swing Manager, and Customer Service Rep (1985 – 1998)



Education:
paramedic graduate
emt
firefighter
buisnesss administration


Affiliations:
National and State Certified Emergency Medical Technician (EMT)
Ohio Department of Public Safety - Firefighter
American Heart Association Health Care Provider


Skills:
• Organized management professional and change agent offering expertise in operations, staff supervision, employee relations, proven conflict management skills.
• Logistics, strategic and tactical planning and execution.
• Provide operational excellence at all levels of customer satisfaction, quality assurance, and cost savings. Lead and mentor others within a cross-functional environment to support, execute and achieve operational goals and objectives. Promote best practices and individual accountability, while maintaining critical focus on safety of operations.
• Strong communicator; serve as a change agent with the foresight to identify weaknesses and prevent recurrences. Lead by example, engaging team in new processes to meet customer needs. Positive coaching, mentoring, and development of staff. Creating a culture of continuous improvement by insuring teams are focused on their goals. Strong aptitude for learning and utilizing new operating systems.
• Focus teams on surpassing financial, customer service and business objectives. Encourage a participative management style and team approach in problem solving. Key performance indicator reporting processes allowing for continuous improvement implementations. Data driven analysis.

• Maintain exceptional housekeeping and work place organizational practices under minimal supervision. Excellent written and oral communication skills. Customer First Expert.

Microsoft Office • Collier Jackson applications • Solomon Accounting Software



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