Melissa McKean
Dayton,OH
Summary
Results-driven General Manager known for high productivity and efficient task completion. Skilled in strategic planning, team leadership, and operational management. Excel in communication, problem-solving, and adaptability, ensuring effective team collaboration and customer satisfaction. Committed to driving business growth through innovative strategies and exemplary leadership qualities.
Overview
15
15
years of professional experience
Work History
General Manager
Culligan Waterco
Blue Ash, Ohio
05.2019 - 12.2023
- I am responsible for all phases of distribution including daily truck routing (inter-company shuttles, trailer and bulk deliveries), ordering truck maintenance, and recordkeeping and driver safety meetings
- The Distribution Manager is responsible for maximizing delivery service in a safe and efficient manner
- This position supervises drivers and coordinates special requirements with Plant Manager and shift leads
- Creating a collaborative culture within the departments that actively promotes and supports our commitment to exceeding customer expectation
- Achieving sales and service results with overall P&L accountability
- Dealership growth through net gain in units and service, key revenue and total revenue
- Developing and providing strategic overviews to executive management about the territory, personnel opportunities, growth prospects, and forecasting
- Building and growing our customer base by hiring and developing talented sales staff
- Promoting a positive Culligan image by staying well connected within the community
- Improving customer satisfaction and retention, through efficient route and service initiatives
- Maintaining a strong fleet focused on best practice, safety and efficiency
- Creating and fostering a successful work environment that promotes positive morale, productivity, and employee development
- Enacting a hands-on management strategy dedicated to developing employees in every role, while maintaining appropriate staff level and workload distribution
- Provides safety and compliance training to meet DOT, OSHA, FDA and Corporate requirements
- Develops, documents and trains employees on SOPs and processes
- Does all the purchasing for two locations
- Deals with all Voice of The Customer complaints
- Directly supervises technicians
- Controls locations costs and maximizes service response through balancing of daily routes and overall system optimization
- Implemented campaigns and promotions to help with developing goods and services.
- Managed inventory levels and conducted corrective action planning to minimize long-term costs.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Guided management and supervisory staff to promote smooth operations.
- Identified areas of improvement in current business practices and collaborated with other departments to develop action plans for implementation.
- Provided guidance and support to subordinate managers in order to foster an atmosphere of cooperation throughout the organization.
- Designed sales and service strategies to improve revenue and retention.
- Assisted in the recruitment process by interviewing potential candidates for open positions.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Conducted employee evaluations to provide adequate feedback and recognize quality performance.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Recruited, trained and empowered employees to achieve key performance indicators.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.
- Ensured compliance with applicable laws, regulations and industry standards pertaining to operations management.
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
- Administered employee discipline through verbal and written warnings.
- Tracked monthly sales to generate reports for business development planning.
- Prepared staff work schedules and assigned team members to specific duties.
- Conducted regular meetings with senior management team to review progress against established objectives.
- Supervised employees through planning, assignments, and direction.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Maximized time and employee productivity, consolidating data, payroll and accounting programs into centralized systems.
- Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Performed routine audits of internal controls in order to maintain accuracy of financial records.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Maintained relationships with vendors to obtain the best pricing on supplies and materials.
- Recruited, interviewed and hired qualified staff for open positions.
- Analyzed existing processes for effectiveness and developed new systems as needed to enhance overall productivity levels.
- Coordinated training activities for employees to ensure compliance with company policies and procedures.
- Created schedules and monitored payroll to remain within budget.
- Trained employees on duties, policies and procedures.
- Mitigated business risks by working closely with staff members and assessing performance.
- Forecasted customer demand to set prices or credit terms for goods or services.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Developed service and sales strategies to improve retention and revenue.
- Delegated work to staff, setting priorities and goals.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Managed inventory and supplies to ensure materials were available when needed.
- Worked effectively in team environments to make the workplace more productive.
- Worked with cross-functional teams to achieve goals.
Area Manager
Schwans Home Service
Lima, USA
08.2016 - 08.2019
- Company Overview: Lima, OH
- Responsible to lead motivate and engage the route service team to safely deliver world class customer service and sales growth (profitability)
- Ensures efficient route operations that best leverage all assets and resources available and will lead the execution of performance and operational goals focused in the areas of safety people service quality cost and growth
- Leads execution of delivery and service standards to ensure a high-quality customer experience through efficient route operations
- Executes and enforces safety standards within the Depot
- Drives accountability of safe behaviors by coaching team members
- Identifies and removes risks and participates in accident investigations
- Focuses on effective talent selection hiring and successful on-boarding of new team members
- Ensures successful customer service delivery as well as recovery; Serves as local point of contact for customer service communication & follow-up coordination with the call center and overall issue resolution
- Manages route productivity and asset/resource utilization Leads sales performance within an area of approximately $3-$6 million per year and may oversee more than one location
- Maintains productive route structure by ensuring effective work hours and expectations are met as well as route sequence integrity
- Oversees the warehouse team to ensure execution of efficient warehouse operations (management of fleet assets for the location compliance with Pre & Post Trip inspections utilization PM schedule repair/maintenance breakdown pick-up etc)
- Conducts essential administrative duties such as payroll banking equipment support resource scheduling and daily reporting
- Reviews financial reporting/KPI#s to make informed decisions on cost controls route productivity product inventory controls maintenance of assets depot supplies profitability etc
- Implements and maintains compliance with all government and corporate programs and policies
- Lima, OH
Route Manager
Waste Management
Fairborn, USA
01.2014 - 08.2016
- Company Overview: Fairborn, OH
- Managed drivers and responsible for all aspects of residential line of business
- Some of my responsibilities include hiring, coaching and training our drivers, keeping the culture of Safety, working with our Dispatch and Customer Service teams in Michigan for routing and ensuring our customers were receiving a high level of service, managing to the metrics, and working together with our team which includes a Sr
- District Manager, Route Managers, Operations Specialist and the Fleet Manager to make the your District a successful part of Waste Management
- Fairborn, OH
District Manager
AmeriGas Propane Exchange
Doraville, USA
07.2008 - 08.2014
- Company Overview: Doraville, GA
- Admirably perform duties of District Manager for one of the top ACE branches in the US
- Manage all routing and logistics for two branches simultaneously
- Make all HR decisions for both branches, including recruiting, screening, hiring, arranging training, ongoing development, performance evaluations, disciplinary action, and terminations when appropriate
- Work closely with upper management to achieve corporate goals and objectives
- Promoted from CRR position to DM over Madison and Eatonton branches
- Later transferred back to Doraville
- Due to health issues of Buford manager, also currently serve as manager of Buford branch
- Exhibit excellent rapport with office staff, drivers, and service technicians for both branches
- Previously, as CRR, had filled in most day to day management duties in Doraville office during a health-related leave of the District Manager there
- Fully trained as SAP Super User
- Doraville, GA
Education
Associate Business Management Degree -
01.2021
Diploma -
Glandorf High School
Ottawa, OH01.1985
Skills
- Sales
- Advertising and marketing
- Financial document control
- Verbal and written communication
- Budget forecasts
- Customer relations
- Budgeting and cost control
- Profit generation
- Vendor partnerships
- Budget allocation
Timeline
General Manager
Culligan Waterco
05.2019 - 12.2023
Area Manager
Schwans Home Service
08.2016 - 08.2019
Route Manager
Waste Management
01.2014 - 08.2016
District Manager
AmeriGas Propane Exchange
07.2008 - 08.2014
Associate Business Management Degree -
Diploma -
Glandorf High School