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Center Manager Resume Samples
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0-5 years of experience
Directed the daily operations of 445,000 square feet warehouse space with an annual operating budget of $2-$3M and an average of 70 employees. Managed four supervisors and a warehouse clerk.
- Tasked with refining “move in” layout to improve flow and reduce overtime. Enhanced order assembly operations and reduced Overtime by 25%.
- Managed multiple warehouses, and responsible for daily operations and distribution.
- Adjust and improve GMP practices to the new, larger facility. Scored a 920 /1000 on AIB inspection.
- Implemented complete Warehouse Layout change for conversion to 3PL operations scheduled for late October 2015 roll over, without impacting day to day customer orders.
0-5 years of experience
Oversaw the implementation of a state-wide program to rebuild homes damaged by Superstorm Sandy for Cape May, Atlantic and Southern Ocean Counties from a start-up operation
- Trained a staff of over 50 people of diverse backgrounds in the policies and procedures for three grant programs
- Processed grants for over 3,300 applicants across three funding programs accounting for over $300mm
- Established a review process that resulted in “zero” applications being returned for corrections for six months in a row against a standard variance of 10%.
- Provided written and oral reporting to state and program top management as needed
- Managed one of the three busiest Recovery Centers in the state of New Jersey
0-5 years of experience
Supervised, coached and developed 22 licensed agents and 2 online portal administrators, supporting 3 language skills, dedicated to excellence in counseling and enrolling worksite employees in Medical, Dental, Vision, Life and Voluntary products. Resolved client escalations by coordinating efforts with Field Sales, Insurance Carriers, and HR Service teams. Created KPI’s and generated critical reports: Enrollment Error report, Ticket Closure Report and Carrier Network Comparison report. Created training materials and procedures related to issue resolution, system navigation of OnHRP and HRP Platforms, de-escalation techniques, customer satisfaction, and new client onboarding.
- Improved compliance by 45% and decreased error rate to less than 1%, through the implementation of effective auditing strategies and daily reporting.
- Trained sales and service field teams in ACA and compliance requirements.
- Reduced ASA from 1:15 min to less than 20 sec by maximizing capacity and analyzing call volume patterns.
- Strategically implemented initiatives during Annual Enrollment focused on completing enrollments via online portal, phone, email and ticketing system resulting in over 12,000 enrollments in 4 weeks.
0-5 years of experience
Working with Sales, Customer Service and Warehouse to ensure customer product was shipped correctly and on time. Included weekly meetings with direct reports, creating policies/procedures, and training new team members. Preformed cycle counts and researched discrepancies.
- Revamped weekly open orders review process to allow team to be more empowered within their position and become more efficient
- Worked directly with customers, sales, CSM, and 3 warehouses to help resolve any issues with products.
- Implemented new warehouse procedures to help reduce ticket pull times and ensure on time delivery increased and maintained at 95%
- Implemented new training procedures to ensure all team members were cross trained in different positions within the warehouses.
0-5 years of experience
Supported 2 retail customer service contact centers and 200+ employees on national level. Developed best practices programs, incentive programs, customer service advocates program, as well as made process improvements, leading and motivating team members to carry out service objectives. Contact centers were comprised of retail customer service, online banking, call center operations and training.
- Created and executed career progression program that improved employee morale and reduced turnover 10% within 1st month of implementation.
- Developed, implemented and enhanced processes that provided positive impact on customer satisfaction and contact center efficiency.
- Improved call efficiency and service levels 8% while maintaining employee morale.
0-5 years of experience
Led the Synovus IT and Operational Service Desk in providing multi-tier support for over 100 branches and locations.
- Exceeded defined KPIs and business objectives by 5% through implementation and enhancements to the IT support areas via SSCM asset management tools and state of the art Knowledge Management System.
- Optimized procedures, systems, and resources through active participation in continuous improvement initiatives and change management processes.
- Built, identified and prioritized trend analysis information for remediation.
- Established and nurtured vendor relationships to effectively track and report on compliance agreements against service levels.
- Developed and delivered annual budgets, and managed monthly expenditures.
6-10 years of experience
Managed 175K square foot warehouse and distribution center with $15M in inventory and annual revenues of $100M,
- Supervised a staff of 15 employees for finished goods shipping, receiving, returned goods, and parts shipments; tracked employee performance and conducted periodic performance evaluations of employees
- Managed an annual freight budget of $7M – 5M outbound and $2M inbound.
- Reduced the number of freight damaged returned goods by 53%
- Evaluated freight services including FedEx & UPS small parcel; negotiated contracts for LTL, FTL, Air and Ocean shipments
- Managed relationships with chosen vendors; finalized a contract with a 3PL and reduced freight cost by 9.6%
- Coordinated implementation of new IT business system; directly responsible for creating the warehouse management module
- Developed a scanning and cycle counting process that raised efficiency to a level that an annual physical inventory of finished goods was no longer required
- Implemented a system which increased FIFO efficiency from 81% to 97%
- Executed a quarterly trucking company review process
6-10 years of experience
- Directed the day-to-day operations of 40 door facility while supervising 50 employees.
- Led the facility to be awarded the PSP Compass Award for 2010 and 2012 for achieving outstanding results related to people, safety, service, and profit.
- Achieved 100% increase in outbound shipment count by partnering with sales to add two daily shipping accounts and increase current customer volume.
- Co-facilitated new hire education seminars throughout the country and was chosen to facilitate based on leadership skills and industry knowledge.
- Guided Columbus, OH facility and employees through the closure of the facility as a result of the merger of FedEx National and [company name], which included the physical closing of the property and finding alternate employment for the employees.
- Partnered with sales and local vendors to improve operating margin by increasing customer base and negotiating vendor contracts.
0-5 years of experience
Reduced delinquency rates 21.82% on 9.5 billion portfolio of FHA, VA, USDA, GSE, and conventional loans.
- Integrated addition of thirty thousand loans to portfolio doubling size of servicing to 65k loans.
- Managed 35 staff members across two sites and multiple departments. Managed hiring of 15 staff members over two month period.
- Managed dialing and telephony solutions for outbound dialing strategies. Implemented TCPA compliance dialing project with dialing vendor.
- Revamped staffing metrics and quality protocols for departments.
- Created reporting for default servicing, including SLA compliance and tracking for loans in default
- Developed policies and procedures for department, including enhancements to bring in compliance with FHA and GSE requirements.
- Handled CFPB complaint and escalations for default in conjunction with legal and compliance.
0-5 years of experience
Managed 175 shipping, receiving and administrative associate’s in a 400,000 square foot grocery distribution center.
- Served as interim distribution center manager and interim transportation manager while these managers were being recruited and hired.
- Identified, recruited, interviewed, hired and mentored supervisory staff.
- Synchronized, monitored and scheduled activities for all security and emergency response procedures and practices.
- Planned and coordinated all new hire training and re-training of existing employees, including office staff.
- Assisted distribution center manager in the relocation of existing facility by educating the work force in the physical layout and stocking. Scheduled goods transfer from old facility to the new facility. Coordinated and scheduled transportation of inventory and equipment.
0-5 years of experience
Created an outbound call center from the ground up to contact existing customer to renew their subscriptions and at the same time up selling and offering other products
- Initial annual sales increased over 50% from $650,000 to over $1 Million as of September 2014
- Implemented technology to incorporate lead management and greater efficiency
- Produced financial reports and developed operational metrics
- Reviewed scheduling and payroll function including commission reports
- Created and implemented scripts and rebuttals
- Created new hire training and coaching programs
- Regularly reviewed individuals call quality; communicated to Supervisors/Leads specifics to promote improvement and ensure appropriate training
- Conducted daily motivational team meetings including role play
0-5 years of experience
- Successfully managed, scheduled and supervised the activities of 15-30 personnel and the workflow of the Sales Support Center
- Participated actively in the development and management of the department budget
- Maintained pro-active relationships with six of the companies Field Office Managers and one Director of Regional Operations
- Lead and directed projects as required: Proposal Audit Form, Call Criteria Form, and Proposed Exhibition Booth Theme (recognized for best booth)
- Carried out business plans for the unit: Incentive Comp. Program, Newsletter, and Marketing Strategies
0-5 years of experience
Produced major monthly profits for the past 10+ months as Center Manager
- Cashed checks using established risk analysis and risk management materials
- Followed and administered center security and safety procedures
- Marketed all ACE financial services through cross-selling and solicitation
- Performed opening and closing procedures
- Provided superior customer service at all times
- Ensured a clean and safe work environment at all times
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Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
