SUMMARY PROFILE
Operations Professional with more than 15 years of success in service related
businesses with proven skills in problem solving, conflict resolution, process
improvement, customer relations, communications, supervision, and sales. Solid
experience with full project management responsibility, resource allocation, job
costing, budgeting, procurement, scheduling and managing product delivery and
installation.
Project Manager: Drove the development of a furniture department as an
emphasized product line with goal of additional 10% to bottom line of region.
Built and supported all functions to sales including purchasing, shipping,
delivery and installations in 4 metropolitan distribution points covering the
state of Florida. Spearheaded a network of contract furniture installers to cover
market areas driving expansion. Within the first year, three markets experienced
between 30% - 35% growth in furniture revenues and the other experienced 100%
growth in local furniture revenues.
Process Improvement Leader: Established multiple techniques for communicating
to customers and vendors providing real time detailed documentation of current
status, changes, and all relevant updates significantly reducing complaints by
70% and follow up time from operations team that allowed resources to be
redeployed to higher return activities.
Customer Service Manager: Using root cause analysis, identified order entry
errors caused by customer service entry and by customers’ e-mail orders. Created
and implemented double check procedures within picking process to confirm order
accuracy. Best practices were then incorporated into training sessions to drive
change in daily procedures and allowed better partnering with customers on
correct product terminology and subtle differences in products. Errors were
reduced from 7 in 1000 lines to 1 in 10,000 lines increasing customer
satisfaction scores and reducing staffing costs related to identification,
correction and redelivery of inaccurate orders.
PROFESSIONAL EXPERIENCE
Account Manager
Decorator’s Office Furniture, Tampa, FL 2007 to Current
Managed showroom sales driving service, margin and profit growth and provided
complete on-site project management. Served as first point of contact for product
and service vendors ensuring collaborative partnership. Represent Company at
business network groups to market capabilities and services and develop top line
industry techniques. Visit suppliers' facilities to qualify them as new sources
and proactively assist in the resolution of production, design, quality, and
delivery challenges.
Assumed supervisory role in absence of Operations Manager motivating a team of 5
employees and maintaining great teamwork. Managed teams with regard to work
planning, disciplinary actions and performance management.
Performed purchasing and invoicing activities utilizing QuickBooks accounting
software decreasing delays in cash intake and tight monitoring of expenses.
Upgraded telephone/Internet service provider to better service online customers
which increased phone and walk-in traffic by 27%.
Operations Manager
Brighter Ideas , Lake Panasoffkee, FL 2005 to 2006
Operations leader for start-up franchise. Manage all aspects of purchasing,
production planning and scheduling, inventory, shipping and receiving. Design and
execute strategies and plans to meet short-term and long-term growth objectives.
Created, developed and implemented media advertising and direct mail marketing
campaigns to guide product programs, managed scheduling and work orders for each
contractor, established inventory management and tracking processes. Coordinated
services with other trades involved with construction projects, adjusted relative
activities to ensure project completion by target date and within target budget.
Established new office procedures and protocols to build stable back room
foundation to process orders, accounts receivable, accounts payable and provide
best in class administrative customer service.
Served as liaison with corporate office communicate support issues, expedite
product and develop branding.
Set up QuickBooks accounting software with detailed vendor and customer
information for quick data retrieval and customer contact management to increase
company responsiveness.
Project Manager
Corporate Express, Tampa, FL 2003-2005
Managed delivery and installation services for north and central Florida and
national customers by strategically coordinating with multiple vendors and
contractors to meet and exceed time and service expectations. Read floor prints
to ascertain all codes and restrictions were met with regard to placement of
products. Assumed supervisory role in the absence of the Operations Manager.
Standardized a department information collection and exchange process allowing
projects to be completed 25% faster.
Networked with other Corporate Express locations to provide expedited proactive
service to national client base.
Set up a database of qualified reputable outside contractors to be used for
servicing national accounts in the US and Puerto Rico.
Director of Operations
Interior Design Services, Inc., St. Petersburg, FL 1999 to 2003
Supervised sales and end-to-end installations for nationally recognized
furniture manufacturer servicing the private sector as well as government
entities. Coordinated corporate installations with national account branches
growing brand and market segment.
Created, monitored and supervised the implementation of operations processes
between company and contract installation company. Developed logistics processes
and procedures to minimize delays in delivery.
Identified specific needs and expectations of customers to conduct in-depth
training for sales, sales administration, order management and installation
departments to target those needs. Process improvement initiative from concept to
implementation completed in less than 90 days.
Investigated and collected past due service billings as old as five years which
resulted in 90% of uncollected revenue being added to the company's bottom line
for increase of $290K.
Furniture Project Manager, Purchasing Specialist, Accounts Payable 1995 to
1999
Boise Cascade Office Products - Tampa, FL
Purchasing 1994 to 1995
Tampa Office Supplies (acquired By BCOP) - Tampa, FL
Purchasing, Branch Manager, Night Supervisor, Customer Service Manager 1987
to 1994
Ross Office System - Tampa, Florida
Asst. Manager, Purchasing / Government Bids/ Retail Sales 1984 to 1987
Burkett’s Office Supply – Sacramento, CA
Second Lieutenant: Pilot & Navigator Student, Procurement Department 1982
to 1984
U. S. Air Force
EDUCATION
Master of Education and Bachelor of Education
Mississippi State University, Starkville, Mississippi
HONORS AND ACTIVITIES
Network groups
Business Network International
Network Professionals, Inc.
Alumni Association
Mississippi State University Alumni Association |
