PROFESSIONAL EXPERIENCE AND SELECTED ACCOMPLISHMENTS
MKIA Analytics, Philadelphia, PA 2018 Present
" Currently engaged with a small cap, privately owned packaged goods manufacturer integrating Fishbowl Inventory and Quickbooks Online. Scope includes full system integration, data integrity, training, performance reporting, and operational readiness. Within 18 month, inventory accuracy improved by 45%, purchasing and receiving processes were brought to J.I.T., and A/P and A/R timeframes were optimized to improve cashflow and sourcing cost.
NCR Corporation, Atlanta, GA 2015 2018
World Leader in Consumer Transaction Technologies
Territory Manager, Northeast Region
Led and transformed a full-line ATM and Retail service territory encompassing four states from Pennsylvania to Virginia, utilizing remotely dispatched technical engineers. Full P&L responsibility. $12 million revenue per annum, staff of 50 direct, 18x7x365 service window.
" Maintained and improved SLAs by 20 basis points within 9 months of joining, for customers including Bank of America, Wells Fargo, Citizens Bank, Cisco, Walmart and Target.
" Improved utilization of and reduced overtime by 30% using smart parts distribution strategies as well as intelligent dispatching technology.
" Reduced headcount by 10% as a result of increased productivity and smarter shift scheduling.
FIRST STUDENT, Wall, NJ 2011 2015
North Americas largest school bus company.
Charter Business Manager, Eastern United States
Built and re-engineered a new booking and sales channel from Maine to Florida utilizing an inbound call center and telemarketing approach. Full P&L responsibility. Staff of 35 direct.
" After a full call center build-out, grew charter revenue from start-up to $12 million within 18 months.
" Led and managed enterprise-wide system integration from a cloud based call center platform and standalone billing systems, to a $3.5 million fully integrated SAP CRM.
" Reduced employee turnover by 40% and increased performance metrics by 30% with a novel train to hire on-boarding and hiring program and dynamic workforce planning models.
" Systems and procedures were adopted as the operating model for charter operations in the Southwest and Pacific Northwest.
THE LAW OFFICES OF ERIC A. SHORE, Cherry Hill, NJ 2008 2011
100-member social security disability law firm serving clients nationally.
Chief of Staff
Facilitated strategic growth of the organization including information technology, client service, callcenter operations, finance and accounting including revenue and expense management, and legalprocesses and management. Full P&L responsibility. Staff of 76, six direct.
" Supported and sustained the growth of the business from $6.5 to $10 million in revenue within 24 months.
" Negotiated with banks to secure $2.5 million line of credit funding $5 million growth including salaries, direct expenses and debt servicing.
" Negotiated $10 million purchase and lease agreements to accommodate facilities expansions in both N.J. and Philadelphia.
" Led $2 million IT infrastructure upgrades including software (Salesforce.com), processing and hardware.
BANCORP BANK, Wilmington, DE 2007
$500 Million Internet bank.
Vice President -EFT Operations Division
Responsible for ACH and wire transfer operations. Staff of ten, two direct.
" Integrated a risk management system that identified and eliminated high risk customers, reducing annual liability by $5 million.
TRM CORPORATION, Philadelphia PA 2003 2006
Global non-bank ATM machine deployment and processing.
Vice President -U.S. Operations (2005 2006)
Led and right-sized all U.S. operations, including field service operations, call center, contract administration, reporting directly to the President and Chief Executive Officer. Full P&L responsibility. Staff of 210, ten direct.
" Applied process improvements, including overtime management and reducing direct costs, saving $1.5 million annually within 90 days.
" Implemented client assistance process reducing on-site maintenance 30% saving $300,000 annually.
Director-ATM Treasury Management ( 2003 2006)
Managed and controlled $160 million in ATM cash in the U.S. and U.K including all aspects of treasury management, armored car vault management, and daily control of $10 million of cash movement.
" Created and successfully launched ATM Vault Cash Forecasting and Control System resulting in increased utilization of $8 million in cash annually, saving $80,000 in monthly interest expense.
MCMASTER-CARR, Robbinsville, NJ 1991 2003
$2 billion industrial supply distributor.
Technical Contact Center Manager (1999 2003)
Led and managed a fifty-person call center specializing in engineering and technical customer support questions related to 400,000 inventory items.
" Handled 300,000 calls annually, with an additional 300,000 requests for quotations.
" Implemented $500,000 proprietary technology enhancement program for fifty product support engineers.
" Converted manual process to proprietary product information database search routine reducing 'on hold' occurrences 20% and average call time 33%.
Mid-Atlantic Sales and Marketing Manager (1996 1999)
Responsible for the inside sales and marketing function for 150,000 industrial customers in the Mid-Atlantic States.
" Created 15% year over year growth by implementing a Same Day Delivery service to 10,000 industrial and commercial customers in the Philadelphia metropolitan area adding $1 million in incremental sales.
" Established hub-skipping process, ensuring 96% next day delivery success.
Fulfillment and Inventory Control Manager (1991 1996)
Responsible for both order filling and stock keeping of $10 million industrial supply inventory. Staff of 45, two direct.
EDUCATION AND CERTIFICATIONS
TEMPLE UNIVERSITY FOX SCHOOL OF BUSINESS, Philadelphia, PA
M.B.A. General Management and Leadership.
PURDUE UNIVERSITY, West Lafayette, IN
VILLANOVA UNIVERSITY, Villanova, PA
Six Sigma Greenbelt Certification Training