Eric Mcdonald Email & Phone Number

Cedar Rapids, Iowa Area

• Responsible for supporting, facilitating, and monitoring sales on behalf of the Sales team and clients; for coordinating with the direct operational teams to fulfill/resolve issues; and for all digital products.• Collaborate with Sales leaders to monitor/report the outcomes of operational concerns, and with internal departments in to ensure issues are resolved; coordinate with Quality & Reporting Analysts to investigate and report root causes and issue ownership.• Lead meetings and deliver presentations on behalf of Operations to the Sales organizations to provide education on current processes, improvements, and steps teams can undertake to foster positive customer experiences.• Manage workloads and properly prioritize incoming requests.• Continually improve Sales leaders' perception and confidence in Operations. • Tasked with evaluating daily, weekly, and monthly issue trends and report cumulative statistics for Sales/Operations teams.

Cedar Rapids, Iowa Area

• Direct internal operations functions of the distribution department including pre-market, mailing and shipping, quality, fulfillment, distribution customer service, independent contractor recruitment, and recycling and sustainability initiatives. • Developed, communicated with, and motivated distribution team members to accomplish objectives. • Managed and ensured continuity of operations for the Cedar Rapids Distribution Call Center.• Ensured internal operations met/exceeded service, productivity, and quality goals related to the distribution of print products; oversaw production schedules related to independent contractor recruitment, quality, pre-market, and fulfillment areas; and oversaw workflows/processes to meet deadlines. • Outlined departmental objectives and procedures for the internal Operations group. • Tasked with forecasting/managing budgets, staffing, equipment, services, and materials; monitored expenditures; compiled, analyzed, and communicated data related to Distribution and other departments.• Audited and ensured the accuracy of procedure manuals for managers/staff and provided feedback on training.• Partnered with Distribution Directors on training field personnel on internal processes. • Cultivated strategic partnerships with industry representatives and local/regional/trade recycling organizations.• Responsible for a $4M budget and for finding continuous cost savings opportunities while streamlining processes.• Hired, developed, and retained quality team members; worked with the team to set performance objectives aligned with corporate objectives; and fostered a team environment that inspired high performance and held all team members accountable to performance objectives and behavior standards.

Cedar Rapids, Iowa Area

• Researched, developed, and implemented processes for Internal Operations units (Customer Service, Quality, Production), and verified that these units met established SLAs with internal/external customers; managed staff budgeting; and oversaw recruiting, training. and future development.• Ensures the department met quality and timeliness deadline SLAs and communicated daily with direct reports to prioritize workflows; and authorized any necessary overtime.• Accountable for monitoring trends and evaluating metrics; created, measured, and reported on customer service and productivity indices. • Helped the department function at the highest levels of accuracy and efficiency; planed, coordinates, and assisted as needed with projects related to new system/software developments; and investigated/reviewed system and procedural problems/concerns; resolved issues and developed the appropriate procedures/documentation.• Monitored outstanding production work and issues; provided data to the Training department to help develop training programs; and design/implement project schedules.• Conducted annual performance reviews for all direct reports; recommended merit increases; planned for future staffing, equipment, and space; and staffed open positions.• Facilitated team training on department tasks, processes, policies, and procedures.• Led department meetings to communicate department deadlines; held one-on-one meetings with employees; prioritized workflows to meet department deadlines; and monitored/verified timecards and overtime.** Prior to 2006, I worked as Quality Assurance / Customer Service Manager and Area Distribution Manager at Hibu (then Yellowbrook) and National Distribution Manager

Master Of Business Administration (Mba), Mba

Bachelor Of Arts - Ba, Business