Raymond Carter
Business Optimization
Bargersville,IN
Summary
Analytical and results-oriented Senior Program Manager with progressive career history in IT Asset Management; Reverse Logistics; and 3PL Logistics Transportation Operations. Collaborative and motivating leader with significant experience managing, supervising and directing large teams of internal stake holders and remote personnel around the world. Poised Process Engineer with skills in process optimization; business operations management; and strategic business costing routines.
Overview
17
17
years of professional experience
Work History
SENIOR PROGRAM MANAGER - Sales Operations
Ingram Micro
Plainfield, IN
07.2017 - Current
- Evaluated impact of business process gaps, developing action plans and directing continuous improvement initiatives supporting Compliance, Operations, Engineering and IT stake holder groups
- Assess business ERP and CRM systems to ensure Client product (data) management routines are successfully delivered
- Develop Business Requirements Documentation in support of business process and Client Program continuous improvement activities (IT development facing)
- Conduct presentations and enlist buy-in of Client Program Managers and Internal stake holder teams to ensure successful completion of the change initiatives
- Coordinate with IT, Engineering, Operations and Compliance leaders to collaborate and develop project plan outcomes; analyze and develop stop gap initiatives; ensure permanent resolution resolves findings where they occur
- Lead liaison between the business stake-holder teams and our Clients and Suppliers
- Spearheaded communication with the Client(s) to understand root cause findings, address business’ ability to resolve the challenges to service and ensure that the Client’s directives are addressed while meeting the mandates of our business
- Supervised and directed teams of Client Program Managers in contract scope of service delivery to achieve cost effective and successful ROI for new business operations implementation
- Prepared deliverables to drive continuous improvement resulting in $500,000 in increased revenue year over year relating to unaccounted for costing routines within the business ERP
PROJECT MANAGER - Strategic Business Process
Ingram Micro
Plainfield, IN
05.2016 - 07.2017
- Supported PMO Directorate by assessing non-conformance findings throughout the business process spectrum based on ISO audits OR internal stake-holder initiation.
- Created project plans with established timelines, assigned to appropriate teams and managed delivery SLAs throughout execution.
- Furnished project updates to various stakeholders, informing on strategy, adjustments and progress.
- Reviewed project risks and devised proactive strategies to avoid potential roadblocks.
- Drove continuous improvement of project delivery process by providing strong leadership.
- Determined project staffing needs and led resource management.
PROGRAM MANAGER - OPERATIONS ENGINEERING
Ingram Micro
Plainfield, IN
10.2014 - 05.2016
- Lead assessor of pre-contract process vetting and scope of services formal contract documentation, prior to contract execution
- Responsible for supporting the Sales Executive and Operations Engineering teams - evaluating developed scope of services language for business process gaps required for effective program execution or where scope activity failed to define cost dependent processes effecting margin opportunity.
- Generated concept designs, collaborated with customers to gain feedback and directed entire design process.
- Advised clients about engineering concerns for in-development projects.
- Organized data and modeled information for use in key decision-making.
- Encouraged team collaboration and motivated individual employees through positive reinforcement and technical recognition.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Achieved cost-savings by developing functional solutions to problems.
- Modified existing software systems to enhance performance and add new features.
FINANCIAL OPERATIONS ANALYST
CNO Financial Group Inc.
Carmel, IN
10.2012 - 10.2013
- Responsible for business process analytics: development and implementation of system process controls to alleviate transaction queuing inefficiencies.
- Produced and reviewed tracking spreadsheets, financial reports and business documents using PowerBI and Visio software.
- Illustrated concepts with charts and graphs showing historical and forecasted trends.
- Evaluated work stream transaction movement to assess "slow move", "no move" activity and developed action plan to resolve transaction latency within the product work steam.
RL OPERATIONS MANAGER
Telamon
Carmel, IN
05.2009 - 12.2011
- Owner of Reverse Logistics warehouse P&L focused on mobile technology repair and redeployment within a 20k sq ft facility
- Personnel management (20+ employees)
- Provided detailed instructions for job responsibilities, safety protocols and company guidelines to new employees.
- Oversaw inventory of incoming and outgoing materials based on physical counts and bar-code systems.
- Organized warehouse design to maximize space for stock while allowing for high volume traffic zones.
- Provided information to shipping and receiving personnel regarding inventory stock.
- Secured resourcing for materials, equipment and personnel to meet warehouse operational needs.
- Established and maintained good relations with customers, vendors and transport companies.
- Partnered with leadership team to resolve order management challenges, safety or regulatory issues.
- Hired, trained and motivated warehouse staff to meet tight schedules and demanding performance targets.
- Managed day-to-day logistics operations, monitoring incoming deliveries and overseeing outbound 2nd level repair transit of dispositioned assets.
CONTACT CENTER QUALITY ASSURANCE MANAGER
Telamon
Carmel, IN
12.2006 - 05.2009
- Quality Assurance Program oversight focused on ISO 9000 quality controls in support of Reverse Logistics consumer electronics customer service: focused on strategic business process improvement and Quality Assurance Key Result Areas. (200 seat call center & 40k incoming calls per day)
- Used automated call center customer survey and tracking system to gain valuable feedback for continuous improvement efforts
- Created customer surveys to track customer satisfaction
- Developed quality assurance standards and established targets for all staff
- Set and managed performance benchmarks for call center employees
- Created, recommended and implemented policies and procedures for operational and staffing resources
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings
- Accomplished call center resource objectives by recruiting, selecting and orienting new employees
Education
Bachelor's degree - English
Excelsior College
06.2008
Skills
- Team Leadership
- Goal Setting
- Production Problem Documentation
- Project Team Collaboration
- Operations Planning
- Revenue Forecasting
- Verbal and Writing Communication
- Staff Training
- Managing Operations and Efficiency
- Critical Thinking
- Problem Resolution
- Complex Problem Solving
- Teamwork and Collaboration
- Quality Control Procedures
- Documentation and Reporting
- Scheduling and Coordinating
- Onboarding and Orientation
- Budget Management
- Project Planning
- Production Specifications
- Systems Analysis
- Engineering Drawings Evaluation
- Statistical Data Analysis
- Design Change Cost Estimation
- Performance Tracking and Evaluation
- Recruitment and Hiring
- Training and Development
- Hiring and Training
- Personnel Utilization Improvement
- Vendor Collaboration
- Corrective Action Planning
- Performance Evaluations
- Employee Development
- Material Utilization Improvement
- Administration and Reporting
- Cost-saving Methods
- Production Costs Estimation
- Employee Coaching and Motivation
- Work Planning and Prioritization
- Cost Control
Timeline
SENIOR PROGRAM MANAGER - Sales Operations
Ingram Micro
07.2017 - Current
PROJECT MANAGER - Strategic Business Process
Ingram Micro
05.2016 - 07.2017
PROGRAM MANAGER - OPERATIONS ENGINEERING
Ingram Micro
10.2014 - 05.2016
FINANCIAL OPERATIONS ANALYST
CNO Financial Group Inc.
10.2012 - 10.2013
RL OPERATIONS MANAGER
Telamon
05.2009 - 12.2011
CONTACT CENTER QUALITY ASSURANCE MANAGER
Telamon
12.2006 - 05.2009
Bachelor's degree - English
Excelsior College
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