Steve Hendricks Email & Phone Number

Cleveland

• Championed all efforts to transform organization from product-driven to customer-centric. Interviewed current and former customers to determine satisfaction levels. Assessed team’s processes, procedures, and workflows. Developed and presented Business Transformation Document to leadership team that highlighted critical product quality and delivery issues, and provided short- and long-range plans for improvements leveraging customer feedback and retail trends.• Drove the establishment of a Quality Control Department with standardized processes to eliminate quality issues. Assumed role as customer advocate and spearheaded the implementation of a formalized process to increase visibility and resolution of yearlong issues with products delivered to customers.• Developed Customer-Centric Partnership Document that clarified the roles and responsibilities of sales, product development, and project management teams in aligning solutions with customer needs. Disseminated best practices for capturing requirements, communicating changes and issues to customers, and quickly resolving issues.• Leveraged strong business and technical acumen to enable customer to define strategy for the rollout of Apple Pay. Led customer in analyzing the business implications and needs to effectively and securely rollout new mobile payment service into the marketplace.

• Built a high-performance nimble department that consistently ranked in the top 2 for employee satisfaction. Developed key talent into manager and director roles, recruited new resources to increase technical competency, and championed a culture of team work and innovation that resulted in the highest employee tenure of any department with the enterprise.• Held critical roles in rolling out eCommerce site, Private Label Credit Card, and SAP Point of Sale system for Holiday 2012. Managed the build out of eCommerce platform and third-party fulfillment framework. Led technology efforts in developing the private label credit card that integrated with customer engagement system to pre-populate customer information for the in-store application process. Managed the accelerated rollout of the SAP Point of Sale system to 260 stores within 12 weeks.• Introduced new processes across the Distribution Center that reduced expenses by $200K. Engaged external supply chain consultants to evaluate and recommend solutions to increase the performance and effectiveness of Distribution Center.• Negotiated favorable software licensing and maintenance agreements that delivered $500K in yearly savings.• Led the build-out of data warehouse / decision support platform that improved profitability by providing advanced visibility of SKU-level data. Managed the replacement of legacy business intelligence system with new MS SQL Server technology that increased company’s ability to respond to opportunities while saving $850K in licensing / maintenance costs.• Managed internal resources in developing the customer engagement system that drove a 400% increase in customer response with zero technology cost to the company.• Directed the development of supply chain dashboards that led a 20% reduction in flow bottlenecks throughout the Distribution Center, improving speed to market.

• Planned and directed company-wide efforts that enabled the achievement of compliance with Payment Card Industry (PCI) security mandates. Led efforts of business, technical, and leadership teams through a 12-step process to analyze and strengthen policies and controls to enhance the protection of account data.• Held pivotal role in enabling organization to secure external investments. Established an effective environment that resulted in passing 2 private equity due diligence sessions.• Volunteered and assumed responsibility for the Purchasing and Store Repair / Maintenance Departments for 2 years. Established new procedures that reduced expenses by $300K. Led the design of new forecasting tools for bags and hangers that ensured the alignment of supply with demand.• Managed the successful relocation of entire organization to new corporate headquarters and state-of-the-art data center with zero impact to customers. Planned and coordinated the build-out of infrastructure and migration of systems within 22 hours, resulting in only a 4-hour reporting delay.• Gained reputation as the low-cost provider to the business while continuing to deliver solutions to support business transformation goals and innovation.• Drove the development of unique store tools that improved customer service and experience. Led the full lifecycle design of system to enable associates to locate out-of-stock items. Oversaw the creation of the carton content tool that provided associates with the ability to quickly locate needed product inventory received from the latest shipments.• Managed the design and rollout of new Markdown Identification system that reduced timeframe to locate markdown and price products within the retail stores by 50% and eliminated $80K in software licensing costs.

• Restructured, expanded, and aligned teams as true partners to the business within 1st year of hire. Reorganized the teams by technologies, established clear roles and responsibilities, and instituted a culture of customer service and satisfaction.• Drove the establishment of technology strategy to replace legacy platforms with best-of-breed solutions that improved data integration and reduced overall business impact.• Delivered $750K in savings by replacing legacy point-of-sale system and back-office computers with new fully integrated Windows solution. Oversaw the selection and rollout of new point-of-sale system and partnered with vendor to implement a single register to manage back-office functions and point of sale transactions.• Led the rollout of new Merchandising Management System (MMS) that replaced legacy allocation system and provided advanced functionality.• Spearheaded the rollout of the 1st messaging system for the organization that increased collaboration and data access.

Austin, Texas Area

• Championed the full lifecycle design, development, and implementation of the Yellow Bus Information System (YBIS) that reduced breakdowns and downtime across the bus fleet by automating the tracking of maintenance schedules.

San Antonio, Texas Area

• Within 5 months, recruited new team, built a data center, and migrated systems from parent company. Established a dedicated IT organization supporting the evolving needs of business.• Led the creation of an innovative online production analysis system that provided executives with an effective framework for accessing critical production data.• Drove the development of copyrighted technology that integrated PC technology with color analysis equipment.• Managed the implementation of remote access and polling technology for all stores that increased accessibility and reporting of data for enhanced decision making.