Accept and dispatch customer service requests. Utilize knowledge of customer contract to insure all requirements are met. Identify and assign a skilled technician, insuring quickest response and travel efficiency. Provide support for service technician while on job site. Review pending work orders to insure timely and accurate invoicing. Investigate any reported customer concerns, provide resolution and response communication to customer. Receptionist duties. 5S SME (Subject Matter Expert)

Managed pharmacy relationships, provided customer service, identified and implemented ordering, picking, and shipping efficiencies. Served as liaison between LTC pharmacy locations and CVS distribution centers.• Traveled to CVS distribution centers to build a solid understanding of their operations.• Provided direction and support to Omnicare pharmacies with new processes and procedures during transition.• Created Standard Operating Procedures for DC and Pharmacy operations.• Investigated pharmacy claims to identify process improvement opportunities. • Communicated and worked through process improvement plans for success.• Trained CVS customer service team to understand long term care business.

I am a successful Senior Operations Manager with over 20+ years of experience managing multiple departments, divisions and facilities. I am currently seeking my next opportunity and can be reached at: jangrady3@gmail.com

Managed and provided leadership to all Warehouse Supervisors, Leads, and Technicians to ensure daily order processing priority is maintained and achieved company goals. Participated in development of strategic plans designed to achieve long-term goals.• Developed, evaluated and maintained Omnicare Distribution Center’s Standard Operating Procedures, Work Instructions, Training Checklists, and Safety Performance Audits.• Ensured that operation met all DEA and VAWD requirements.• Instructed Supervisors on daily activities following prioritized daily workflow assignments, providing a 99.8% ship on time performance level.• Maintained expected accurate and efficient productivity levels.• Successfully managed a unit cost of .0887 on budget goal of .0914 per unit cost.• Obtained YTD operating profit of $12,134,563 on a budget goal of $10,516,493.• Worked directly with Supervisors, and Leads to maintain an inventory accuracy of 99.9%.

Directed and oversaw TMT warehousing processes to meet company objectives. Responsible for planning and directing the layout of equipment, workflow, warehouse management, and work force utilization. • Led a multi-location management team.• Improved operation efficiencies.• Increased profit margin to labor cost.• Started up a packaging production operation.• Identified and negotiated the purchase and implementation of a time keeping system.• Developed and successfully operated a 900,000 Seasonal case pick operation.

Responsible for managing assigned function area, which included daily productivity/output by monitoring Key Performance indicators (KPIs); staff specific functions within assigned function area based on daily distribution center volume and KPI information. Responsible for ensuring the accuracy and integrity of inventory/merchandise movement by monitoring SIMS/AS-400 system applications.• New facility startup of operations.• Trained new team to use WMS system options for product placement to provide efficient movement, in a state of the art 650,000 sq. ft. distribution center for a 31 billion dollar drug store chain.• Created written procedures for all processes from receiving to shipping, including new item set up.• Attained immediate success rate for new employees to meet required full case and piece pick performance standards.• Maintained required system and placement set up for all promotional items.• Managed process preventing insufficient result scores, enabling facility to meet pyramid goals.• Provided WMS system training for new facility managers.• Maintained the DC budget by quickly turning credited dollar allowances through vendor compliance standards.