Eric Vaughn Email & Phone Number

St. Louis, Mo, Us

Greater St. Louis

Greater St. Louis Area

-Managed 17 employees in busy call center environment-Provided mentoring and performance reviews, creating and aligning the team to the business KPIs-Evaluated order volume and on-time shipping metrics through OBI and Excel reports to communicate status and process gaps to leadership-Participated in weekly calls with manufacturing leaders-Established 6-week new employee training program, inclusive of orientation, learning materials, training schedule, progress meetings and development of employee feedback questionnaire-Lead conference calls reporting on KPIs, as well as process updates /changes /improvements-Educated team of product and system changes-Launched a rewards and recognition program to foster higher team morale-Participated in Lean Sigma activities, such as order-to-production Value Stream Mapping (VSM), as well as multiple Rapid Improvement Events (RIEs) for multiple sites-Certified Six Sigma Fundamentals

Greater St. Louis Area

-Developed an in-house customer service phone training program from ground up for call support-Data mined evaluations on metric reporting, including Sold but not Shipped, Unscheduled Orders, Transaction KPIs, Past Due Orders, and others.-Created, implemented, and maintained departmental SOP documents to ensure consistency in processes-Created Microsoft Access dashboard tool centralizing often used tools, queries, and consolidation of product training and process map materials-Reviewed data accuracy and identified product configuration errors upon monthly rollout of system updates and provided feedback on any necessary revisions

Greater St. Louis Area

-Acted as liaison between Sales team and manufacturing facilities regarding status of production orders, transportation arrangements, and delivery in busy call center-Authorized RMA for product returns due to error or damage, creating shipping documentation as well as coordinating with logistics and customers-Managed three multi-million dollar national accounts, inclusive of order maintenance/expedites, management of nationwide field warehouse stocking program, issue resolution, and shipment coordination-Correct configuration errors on HVAC build-to-order units that failed in production scheduling due to data errors or incorrect option selections

Greater St. Louis Area

-Hired, trained, and managed employees in busy retail setting-Doubled average weekly sales dollars within six months - $8,500 average per week-Reduced shrinkage from -.98% to -.04% within 1 year-Created weekly work schedules based on sales forecast and hours matrix-Created appealing POS marketing layouts to boost small item sales-Provided exceptional customer service to create repeat customer base