OPERATIONS MANAGEMENT

Operations professional specializing in Projects, Customer

Service, and Data Integrity. Execute analysis and lead
implementation of mergers and acquisitions. Install new
applications and drive continuous improvement with upgrading
existing systems. Manage department recruitment and raining.
Coach employee process and procedures for tactical support as
well as strategic initiatives.
KEY SKILLS
* Data Integrity Management
* Customer Service Management
* Project Management
* M & A (Mergers & Acquisitions)
* Application Design & Testing
* Business Analysis
* Training Management
* Resource Planning
* Budget Planning
* Process Improvement
* Change Management
* Team Building
PROFESSIONAL EXPERIENCE
The Sherwin-Williams Company, Cleveland, OH
1988 - 2010
Manufacturer, distributer, and seller of coatings and related
products.
Operations Manager / Data & Pricing
2006 - 2010
Tactical and Strategic support of Supply Chain data. Staff of 10-17 incumbents.
Volume of Data Supported on average: 119k+ Customers, 200k+ Products, 700+ V
endors, 40+ sites.
* Drove the initiative to have the first department to be
Transactional Lean 5S certified.
* Managed the assessment and incorporation of data requirements for 3 acquisitio
ns and 1 integration.
* Collaboratively led the achievement of a workflow application for unified data
with increased efficiency.
* Facilitated enhancements to existing applications to strengthen and streamline
functionality.
* Conceptualized the design and directed the implementation of training program;
new hire and continued learning, website
development, AV department overview presentations, and surveys. Resulted in sta
ndardized communications, expanded knowledge,curtailed turnover, and provided be
tter customer service to internal contacts.
Operations Manager / Customer Service
2003 - 2006
Tactical and Strategic supervision of Order Management Technology and Training P
rocesses. Staff of 1 incumbent, project supervisor of 1-5 team leaders.
* Received Cost Savings Award for spearheading EDI ordering
process between internal stores and headquarters and
restructured the emergency order process. Resulted in modernizing the order to
cash cycle, improved accuracy, and lower employee overhead and freight bills.
* Managed the assessment and integration of Customer Service
accountabilities and requirements for 6 acquisitions and 2
consolidations.
* Led the analysis and created solutions of large projects to
install new and / or enhance applications (Web Ordering and
Problem Tracking) to meet the changing demands of business
requirements.
Technology / Business Team Lead
1998 - 2003
Responsible for the design, implementation and support of
Customer Relationship and Order Management System Solutions.
Managed 2-4 incumbents.
* Conducted the creation of an annual department budget for two million dollars.
* Led the evaluation and establishment of a CRM package to be
used company wide. Installed the application in eight
departments within two years.
* Delivered Y2K CRM compatibility testing.
* Managed the functional test process for all groups (Customer Service, Financia
l Services, Accounting, Pricing, & Shipping). Led the system test processes betw
een new system and end point applications.
* Conceived and secured a temporary command center to efficiently resolve roll-o
ut issues / questions and provided reports /analysis.
CSR / Team Lead / Supervisor / Senior Manager
1991 - 1998
Customer Support and Operational Management involving Technology and Processes.
Responsible for the order to cash process from accepting orders to ensuring inv
entory availability at our distribution or manufacturing facilities to the deliv
ery of product. Managed 15-20 onsite and remote incumbents.
* Recognized by Sherwin-Williams senior management, while a
customer service manager, to instill enthusiasm and to promote self-development.
* Supported and reached ISO 9000 certification for customer
service - order management.
* Led the assessment and integration of Customer Service
accountabilities and requirements for 3 acquisitions.
* Partnered to implement and effectively managed the Call
Center's Phone System. This involved the activation of 2000
plus stores on an automated ordering system and the coordination of the call rou
ting.
* Led the install of new applications (Problem Tracking & Carrier EDI Tracking)
to benchmark / identify improvement areas and to reduce outbound calls to track
carrier shipments.
* Experience with coordinating disaster recovery department
processes.
Earlier Career Experience: Sales, Technical Help Desk
1987-1991
EDUCATION AND DEVELOPMENT
Transactional Lean, Information Systems Project Management
Coursework
Kent State University, Kent, OH