Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Jason MCFADDEN

Columbia,SC

Summary

Diligent Order Management representative with multiple years of experience from order placement through final customer payment. Excels in high-volume atmospheres requiring multitasking skills and commitment to customer satisfaction. Showcases attention to detail and responds to shifting priorities across broad range of order fulfillment tasks to drive operational efficiencies.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Order Management (Large Jobs)

Trane Technologies
08.2022 - Current
  • Overseer of large HVAC projects for customers
  • Working with key internal members in the field as well as the end customer to handle all issues that arise and to keep informed of daily production
  • Handle all escalations and partner with production to maintain the quality standards to the customer desired experience
  • Participate in daily calls with the field as the subject matter expert as the only communication from inside of plant to external parties to set expectations for production and OTS to be communicated back to the end purchaser
  • Partner with Master Scheduler and Material Purchasers to make sure we pass orders in a timely manner to meet customer agreed shipping timeframes
  • Presidential award winner for Innovation and Growth within Commercial HVAC Americas
  • For helping create a line dedicated to products for the manufacturers of electric vehicles
  • With aligning material requirements, creating tracking tools, coordinating production priorities, and creating a large job order entry process.

Order Management Catalog (UCCA/PSCA/CSAA)

Trane Technologies
09.2019 - 08.2022
  • Member of start up for order management catalog
  • Traveled to and from Lexington Kentucky to learn more about the processes and brought them back to Columbia
  • Creating new standard work for processes and starting up Red Hall for customer critical orders
  • Delivered on KPI’s to meet customer demands and maintain 95%+ On time shipping to original agreed upon dates with customer
  • Lead Red Hall with key members from production and Material Teams to get resolution on orders and expected turnaround times to communicate out to the field to set expectations
  • Trained team members in reference to processes to help solve issues quickly
  • Produced Master Report daily for OM team, Material Leaders and Schedulers to keep up to date status on all orders in catalog
  • Overseen all 7 Catalog production lines in reference to order management over an $900M portfolio yearly.

EXECUTIVE TEAM LEADER LOGISTICS OPERATIONS

TARGET
09.2016 - 09.2019
  • Overseer of day-to-day operations of store logistics of a $45mil store consisting of 100+ team members
  • District Trainer for Logistics
  • Analyze P&L for different departments of retail store
  • Supervision of 6 mangers providing ongoing staff training and development to team members including offering recognition and meaningful feedback
  • Overseer of all aspects of reverse logistics, backroom, in-stocks, presentation, sales, profit and loss, fulfillment, price changes with accuracy and planogram team (sales planners, planograms and signing for entire store)
  • Managed all store deliveries of all merchandise from RDC and FDC
  • Managed eCommerce process for store increasing productivity and efficiency by 126% of the group standards resulting in #1 in group and district for 2yrs straight
  • Generated over $4.5mil dollars in eCommerce sales
  • Implemented Sort and Stock process to improve store efficiency and productivity by removing wasted footsteps and building the overall framework of the organizational culture change
  • Managed day to day Property Maintenance ensuring store is brand and property task are up to date to maintain store health and kept up with all external vendors
  • Maintained efficiency and integrity of backroom operations
  • Manage talent through coaching development
  • Drove sales by maintaining in-stocks, focusing on guest service, and tracking inventory resulting in overall store comp of 13.4% in revenue growth
  • Manage payroll by maximizing productivity and holding team leaders and members accountable
  • Proven success in hiring the best talent and effectively managing team performance
  • Proven track record of developing and engaging team members to achieve superior results
  • Establish and maintained effective working relationships with senior leadership, peers, subordinates, internal resources and vendors
  • Inventory captain improved inventory results by 25 base points (.25%) compared to prior year leading district
  • Licensed Venue Manager of Starbucks
  • Food and Beverage Leader top 5 in the group comping over 15% to prior year financial results
  • Built continuous improvement culture that attracted and retained high-performing employees while reducing costs
  • Reviewed established business practices and improved processes to increase efficiencies and reduce expense without compromising customer service levels.

SALES COACH & TEAM LEAD

AT&T
01.2010 - 08.2016
  • Supervised a team of 21 sales representatives to deliver customer service and achieve sales goals on a daily basis
  • Maintained team call handling to compliance in a call center environment
  • Conducted meetings and calibration sessions on a daily/weekly basis
  • Produced reports and analysis to illustrate performance results and achievements to higher management level
  • Evaluated team performance on an on going basis and provide continuous coaching, training and feedback to representatives
  • Provided the call center with support
  • Assisted Representatives with escalation calls to get a resolution for the customer
  • Contacted customers by phone and email in response to inquiries
  • Served as Center Crift captain teaching team members to go above and beyond for every customer to exceed expectations which in turn established repeat customers
  • Increased Crift score from average of 67% to 97% within a year based off a center of over 90 representatives.

CUSTOMER RETENTION SPECIALIST

AT&T
07.2006 - 12.2009
  • Promptly resolved all customer requests, questions and complaints
  • Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices
  • Built relationships with customers and the community to establish long-term business growth
  • Identified customer needs, developed strategies and negotiated and closes profitable products with a 85% success rate
  • Built strong client relationships and provided high value-adding services
  • Provided accurate, specific and timely performance feedback for CSRs
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates
  • Generated repeat business through exceptional customer service.

Education

Bachelor of Science - Accounting

Claflin University
Orangeburg, SC
05.2006

Skills

  • Excellent leadership
  • Decision making
  • Easily adaptable
  • Self-motivated team player with a positive outlook
  • Analyze P&L
  • Communication skills
  • Sales
  • Budget planning
  • Continuous improvement
  • Logistics management
  • Conflict resolution
  • Warehouse Operations
  • Order Fulfillment
  • Forecasting abilities
  • Order process management
  • Invoicing and Billing
  • Warehouse flow
  • Shipping procedures
  • Inventory Reconciliation
  • MS Excel
  • Supply Chain Coordination
  • Deadline Management
  • Shipment Processing
  • Customer Service
  • Attention to Detail
  • Issue Resolution
  • Dependable and Responsible
  • Product and Service Recommendations
  • Quality Inspection
  • Problem-Solving
  • Creative Thinking
  • Relationship Building
  • Phone and Email Etiquette
  • Work Prioritization

Certification

  • Licensed Home Inspector for state of South Carolina #48982
  • Food Safety Manager #21336618

Timeline

Order Management (Large Jobs)

Trane Technologies
08.2022 - Current

Order Management Catalog (UCCA/PSCA/CSAA)

Trane Technologies
09.2019 - 08.2022

EXECUTIVE TEAM LEADER LOGISTICS OPERATIONS

TARGET
09.2016 - 09.2019

SALES COACH & TEAM LEAD

AT&T
01.2010 - 08.2016

CUSTOMER RETENTION SPECIALIST

AT&T
07.2006 - 12.2009

Bachelor of Science - Accounting

Claflin University

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Jason MCFADDEN