Vice President, OperationsServed as a galvanizing people and business leader, providing clear and regular strategic direction to a team of 10+ people. As an integral member of the Gunner Leadership Team, I led the Operations Department holistically overseeing and improving all aspects of Supply Chain, Warehouse Operations, and Systems & Technology.• Recovered relationship with key supplier by setting appropriate expectations. Resulted in immediate quality, delivery, and cost improvements. Negotiated refurbishment of kennel tooling, saving $40K. • Organized warehouse, making it safer and more efficient. Taped off lanes, exits, and fire extinguisher locations for safety. Moved product staging areas to be more efficient by reducing movements. Zero safety occurrences during my time at Gunner.• Reset warehouse team expectations - establishing metrics, overtime control, work order driven production.• Implemented some basic lean management strategies, including a visual management board, Gemba walks, Kaizen activities, and waste reduction strategies.• Oversaw efforts to have UPS and FedEx compete for outbound business, resulting in rate shopping, better negotiated rates, and significant savings ($200K+ annually) for our outbound shipments.• Traveled to meet all major suppliers to understand how they do things, and what other capabilities they may have. Built relationships with these suppliers that did not exist previously.• Successfully led the team through two new product launches (bumpers and bowls), two special limited-edition kennels, and through Cyber5 and holiday promotions. Handled 33% of Gunner’s annual sales in a 5-week period, meeting and exceeding all customer expectations.• Implemented improvements in inventory control, resulting in our best end of year inventory count – 99.55% accuracy rate achieved.• Partnered with the rest of the Leadership team to execute on key strategic objectives and appropriately manage the department’s budget and P&L.

Used my process improvement, lean leadership, and people management skills to improve order lead times and order completion rates. Reduced friction in the order cycle, resulting in higher customer satisfaction. Worked cross functionally with Customer Experience, Supply Chain, and Manufacturing to implement process improvements that lowered costs and improved the customer journey. Led a team of 3 direct managers, and 4 indirect associates.Key accomplishments:• Rationalized discount policy in Customer Experience, saving the company $5M annually, while maintaining Net Promoter Score (NPS) of 80+• Discovered and implemented a returns optimization process in the Optical Labs, saving the company $1M annually and improving sustainability. This was discovered via a Lean Gemba walk in the Lab.• Scaled Vision Insurance partners from 2 to 6, expanding customer options and increasing sales• Developed the team to pivot from tactical efforts to continuous improvement efforts, solving problems at the root cause• Implemented Lean Management training to the Operations team, leading to new and creative solutions to better serve our customers• Employed analytical skills to improve key metrics such as Order Lead Time, Order Completion Rate, and NPS

Led all activities for CTDI Nashville. Responsible for all operations of 400K sq. ft. facility with 300-400 employees. Accountable for full range of processing, from receipt, test, repair, and order fulfillment. Led 8 direct and up to 400 indirect reports. Owned full P&L responsibility, reporting results to Corporate on a daily basis.• Implemented Lean Principles such as Visual Factory, 5S, and Gemba Walks.• Turned the branch from negative to positive financial results.• Ensured all Client Service Level agreements met each month (100% on time shipping, Timely receipts, Inventory Accuracy, Inventory DOH, several others).• Built solid senior leadership team via a combination of new hires and developing existing staff.• Scaled facility and staff to take on 50% more volume due to winning additional business from Comcast.• Improved relationship with on-site Comcast Supplier Manager through frequent and transparent communications.

Led all supply chain operations teams. Responsible for all aspects of trade in processing, from receipt to order fullfillment; 5 direct and up to 300 indirect reports. Partnered with sales teams to win and support new client growth.• Reduced SG&A departmental spend by $300K by consolidating redundant workflows.• Re-negotiated contract with third party logistics company; reducing cost by 20% annually.• Improved all Key Performance Indicators (Turn Around Time, Work In Progress, Yield, Cost, several others).• Moved business away from 3PL provider to in-sourced company owned facility: gained flexibility, six new customers growth, cost savings of up to 50% in several areas.• Scaled new facility capacity from 15,000 devices processed in June 2017 to 391,000 in December 2017.• New Facility successfully certified for R2, ISO 14001, OHSAS 18001

Managed supply chain order fulfillment teams. Ensured timely, accurate processing/shipment of customer orders and led post-sales customer support teams; 5 direct and 45 indirect reports.✪ Achieved annual cost savings of $150K by consolidating 4 previously segmented departments. ✪ Redesigned order tracking and fulfillment for Husqvarna Annual Convention; processed $20M in 4 days. ✪ Led process improvement initiative that reduced email response times from 8 days to 24 hours. ✪ Established KPI’s, cross-trained staff, implemented “up-sell” program and secured 3PL partnerships.

Led teams of employees who were responsible for receiving, triage and refurbishment of consumer electronics; 6 direct and 600 indirect reports. ✪ Increased yield from 50% to 75% by implementing Lean Manufacturing methodology.✪ Reduced defect rates from 8% to 1.5% via continuous improvement initiatives.✪ Improved like for like model replacement from 75% to 85%; no over or under producing.✪ Decreased average replacement costs for handsets to 38% of the new product price.✪ Accelerated new product launch times from 10 months to less than 12 weeks.✪ Launched training program that improved employee satisfaction by 40% and reduced turnover by 30%.✪ Simplified work orders processing; reduced labor cost by 17%✪ Achieved 100% ISO audits for 8 consecutive years. ✪ Promoted from Manager to Director to Senior Director; grew team from 75 employees to 600+.

Oversaw call center operations for multiple corporate accounts; managed 12 to 275 staff.✪ Reduced cost per call by 22% through consolidation of call routing groups. ✪ Achieved annual cost savings of $240K by automating outbound verification callbacks.✪ Led initiative to decrease reliance on live agents; boosted web claims from 0% to 40%.✪ Implemented automated call monitoring system and launched supervisor empowerment program. ✪ Developed reship tracking processes, quality scorecard and robust customer service training.✪ Promoted from Quality Manager to Senior Manager.