|
|
|
|
| Desired Industry: Customer Service/Technical Support |
SpiderID: 9734 |
| Desired Job Location: RICHMOND, Virginia |
Date Posted: 11/17/2006 |
| Type of Position: Full-Time Permanent |
Availability Date: 11/16/2006 |
| Desired Wage: 75,000 |
|
|
U.S. Work Authorization: Yes |
| Job Level: Management (Manager, Director) |
Willing to Travel: Yes, 25-50% |
| Highest Degree Attained: Bachelors |
Willing to Relocate: No |
Objective:
Dear Sirs/Madams:
Allow me to briefly introduce myself with a short background of my career. I have 20 years experience in operations management in a customer support center and warehouse/distribution/fulfillment center. Most recently, I have been the President of my own Business Advisory Company servicing the Richmond and surrounding counties. Prior to that, I was the Director of Operations for a local 3rd party customer support and fulfillment company. My responsibilities have included, but were not limited to, the evaluation, implementation and integration of new business accounts and business systems into the existing framework of the company's operations.
I was also responsible for the documentation of procedures, training of staff, monitoring of order flow, set up of warehouse processes, financial reporting, and problem research and resolution dealing with these accounts, systems and operational areas. By review, analysis and implementation of revised procedures and new systems, I was able to increase accountability, revenue and customer satisfaction. The catalog divisions that were managed by my staff had processed over $75 million in sales and were responsible not only for dealing with our clients, (Kiplinger, National Geographic, A-Cor, Heartland, and the Time Warner families) but also with handling all customer contact and correspondence.
In your Job Description, you list many things that deal with developing, enhancing and owning responsibility for the operational areas of your company and its programs, and strategically thinking, planning and implementing procedures, policies and technologies. In your review of my resume, please note my background in setting up and developing such strategies and incorporating plans into the operational areas, analyzing opportunities of improvement and enhancing production, monitoring and improving operational areas and fulfillment and documentation of systems, procedures and operational flows.
I am seeking an opportunity in Virginia. I look forward to further correspondence with you on this opportunity.
I have attached a copy of my resume to this e-mail.
Sincerely,
Jack H Jones
(804) 366-4456 Cell
(804) 303-9878 Home
(804) 562-9399 - Work
Experience:
JACK JONES
4002 BROOK RD
RICHMOND, VA 23227
jackjones0308@aol.com (804) 366-4456
SUMMARY:
20 years experience managing different operational areas in a customer service environment, including account services, customer service, marketing support, system administration, catalog support, system support, and fulfillment support.
17 years experience working with warehouse/distribution centers.
Excellent written and oral communication skills, specializing in documentation of procedures and implementation plans.
Develop and promote growth of staff members within company.
EXPERIENCE:
JACK H JONES LLC 2006 - 2006
President CEO
Providing Business Advisory services to small, medium and mid-size companies in the Richmond and surrounding counties.
Provide mentoring, counsel and advice dealing with all issues facing the business.
Document processes and implement improvements to streamline and make the company more efficient.
Work with Finance and A/R to improve profitability.
Develop valuation reports for acquisition and sale of business.
Evaluate all aspects of business to bring the dream of business owner into focus and bring the business back on track.
WORLD ACCESS 2005 - 2006
OPERATIONS
Managed Operations, Customer Service and Fulfillment departments.
Implemented programs which improved Customer Satisfaction Surveys to 98%.
Implemented and rolled out first IVR programs for 3 departments which gave immediate feedback on daily customer contacts.
Established a cross-training and development program that provided essential training for employee promotion and career development, as well as a basis for succession planning.
BRANDSEED 2004-2005
Director of Operations (2004-2005)
Manage following departments: Customer Service, Data Entry, Quality Assurance, Facilities, Credit Card Processing and Warehouse.
Resolved and researched system inadequacies that prevented proper fulfillment of orders. This allowed or freed up around $1,000,000.00 in orders that were being held in the system.
Established a cross-training and development program that is essential for maintaining day to day operations.
Established first FTC policy and procedure for company, which potentially saved the company millions in fines.
Reduced the cost per package shipment by 50% through process evaluation and staff restructuring.
Negotiated new rate structures with UPS to get better rates.
Established audit procedures for electronic data transmissions.
JACK JONES
JACKJONES0308@AOL.COM
(804) 366-4456
EXPERIENCE:
TIME WARNER/TIME LIFE INC. 1987-2004
Systems Support/ Fulfillment Support (2000-2004)
Evaluated systems and processes for systems conversions.
Responsible for resolving postal manifest issues. Achieved estimated cost savings of over $200,000 a year in fines that would have been collected by USPS.
Coordinated the set up of Time Lifes first Internet Fulfillment site.
Drafted system requirements. These requirements were used as a foundation to rate other systems.
Implemented control standards for code testing and system upgrades. This standardized testing ensured that other sections of the database would not be corrupted.
Catalog Operations New Business Development (1994-2000)
Managed catalog operations and fulfillment for catalog businesses with sales of over $70 million.
Incorporated 3rd party fulfillment into operations. Established and documented procedures and processes for four outside companies. This was a new source of income for company without increasing headcount in fulfillment area.
Managed operational and fulfillment issues dealing with catalog divisions.
Established a cross-training and development program that provided essential training for employee promotion and career development, as well as a basis for succession planning.
Documented and presented system procedures to regional telemarketing telephone sales offices.
Documented and implemented procedures for conducting physical audits on a new inventory system, ensuring that inventory items were maintained at sufficient levels to facilitate proper order fulfillment.
Evaluated companies for acquisition. Helped determine if systems and company were worth acquiring.
Marketing Support (1988-1994)
Managed fulfillment and operational issues for orders coming in through Broadcast and regional Telephone Sales offices.
Documented and presented system procedures to regional telephone sales offices. This presentation reduced lost/killed orders by 50% and increase sales by 10%.
Established and set up requirements for fulfillment of sister companies first continuity series on system.
Eliminated one level of ancillary staff. This created budgetary savings of $125,000 in the first year.
Established and set up requirements for fulfillment of new Video Division for Time Life.
EDUCATION:
VIRGINIA COMMONWEALTH UNIVERSITY, Richmond, VA
BS, Science Education
Education:
VIRGINIA COMMONWEALTH UNIVERSITY, Richmond, VA
BS, Science Education
Reference:
Lisa M Acra - HR Manager - Circuit City - (804) 486-1903
Les Matthews - Consultant - (804) 730-8750
Gail Lasser - Ret. VP Operations - (804) 501-0128
Tom Shipley - President - Atlantic Coast Media Group - (407) 383-0716
Candidate Contact Information:
| Name: JACK JONES |
|
| Street: |
Phone: 804-366-4456 |
| City: RICHMOND |
Fax: - |
| State: Virginia |
|
| Zip: - |
|
| Web Site: |
|
|
|
|
|
|