Gordon Walker
Benson
Summary
Dynamic Service/Inventory Operations Manager with a proven track record at Elite Contracting, skilled in service management and process improvement. Successfully led initiatives that enhanced operational efficiency and customer satisfaction. Adept at team leadership and effective communication, driving performance through established KPIs and continuous improvement methodologies. Strong work ethic, and proficient at learning and implementing new processes.
Overview
25
25
years of professional experience
Work History
Inventory Operations Manager
Elite Contracting
05.2024 - Current
- Oversight of operations of 3 warehouses..
- responsible for all inventory tracking and management using ERP systems.
- Collaborated with team members to streamline inventory processes and reduce discrepancies.
- Coordinated transportation logistics for shipments between the 3 warehouses.
- Established clear KPIs for team members to measure performance in line with business objectives.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Assisted in the design and implementation of successful service/inventory control system to track inventory levels and service work orders.
Service Operations Manager
Elite Contracting Group
06.2016 - 05.2024
- Streamlined service operations by implementing process improvements and best practices across multiple teams to support 24/7/365 operations..
- Led cross-functional teams to enhance operational efficiency and improve customer satisfaction.
- Established key performance indicators (KPIs) to monitor service operations based on awarded contracts and their related SLA's.
- Enhanced customer satisfaction through proactive problem resolution and consistent communication with clients.
- Hired, trained and supervised team of service staff members to meet business goals.
- Assisted with the design and implementation of a new software system, ensuring smooth transition and user adoption among staff members (Maximo).
Raleigh Service Operations Manager
Gregory Poole Equipment Company
03.2012 - 06.2016
- Responsible for Raleigh heavy construction service.
- Assisted in creating and submitting budgets for raleigh heavy service.
- Assisted with creating a culture of continuous improvement by encouraging input from team members using Six Sigma methodology and continuous improvement boards.
- Evaluated employee performance through regular reviews, setting clear expectations, and offering constructive feedback for continuous development.
- Resolved customer complaints in professional and timely manner.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Met with customers to discuss service needs and develop effective and practical solutions.
Raleigh Construction Shop Manager
Gregory Poole Equipment Company
04.2008 - 03.2012
- Managed daily shop operations, ensuring optimal inventory levels and efficient workflow.
- Mentored staff to enhance customer service and operational efficiency.
- Oversaw financial statements to ensure labor sales budgets were met and expenses were controlled.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Maintained safe working environment by enforcing adherence to safety protocols.
Field Service Manager
Gregory Poole Equipment Company
04.2000 - 04.2008
Education
No Degree - Auto Diesel Technology
Nashville Auto Diesel College
Nashville, TN07-1993
High School Diploma -
North Brunswick
Leland, NC06-1992
Skills
- Warehouse management
- Budget planning
- Six sigma methodologies
- Team leadership
- Purchasing management
- Process improvement
- Active listening
- Effective communication
- Daily operations management
Accomplishments
- Achieved better accuracy and tracking of inventory and service calls by assisting with design and implementation of Maximo.
- Supervised team of 25 staff members.
- Achieved improved service response and customer communication through creating a Service Operations Center (SOC) to take all service request and dispatching 24/7/365.
Timeline
Inventory Operations Manager
Elite Contracting
05.2024 - Current
Service Operations Manager
Elite Contracting Group
06.2016 - 05.2024
Raleigh Service Operations Manager
Gregory Poole Equipment Company
03.2012 - 06.2016
Raleigh Construction Shop Manager
Gregory Poole Equipment Company
04.2008 - 03.2012
Field Service Manager
Gregory Poole Equipment Company
04.2000 - 04.2008
No Degree - Auto Diesel Technology
Nashville Auto Diesel College
High School Diploma -
North Brunswick
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