Tye A.

Lewis
11205 Creekside Court
Dublin, CA 94568
tl67801a@westpost.net
925 833-1551
"A Passion for Improving All Facets of the Customer Experience"

POSITION OBJECTIVE:
Operations Manager, Client Services Manager/Director
CAREER SUMMARY:
*Builder of Highly Effective (Process and Best Practice) World Class Operations
*Hands-On Negotiator, Problem Solver, and Builder of Positive Rapport
*Analytical/Financial Decision Making expertise including P/L, A/P, A/R, Supply
Chain, Warehouse, Manufacturing, and Logistics Experience
*Skills and Experience "Toolbox" including Outside Sales, Operations Management,
Customer Service Management, and Project Management
WORK EXPERIENCE:
2008-2009 Butler Johnson Corp, San Jose, CA.
Operations Manager for a wholesale building surfaces supplier-($40+ million in s
ales)
*Managed the full operations (50+ reports) including Customer Service, Warehousi
ng, Purchasing, Will Call, and Company owned truck delivery.
*Built and trained Best Practice process steps that improved all facets of the o
rder entry function-errors decreased from over 2% to less than 1%.
*Succeeded in gaining back 20 lost and angry customers due to a software update
failure.
*Created a customer survey, gaining feedback that lead to a redesign of the Will
Call Operation that decreased wait time from 3+ hours to an average of 20 minut
es.
*Built and implemented a supplier purchasing delivery model projected to save ov
er $300k per year.
2000-2006 SKYY Spirits, Ltd, San Francisco, CA.
Customer Service Manager and Operations Project Manager of a high growth Vodka m
anufacturer and Wholesale Spirits distributor-($200 million in sales)
*Defined and built from scratch the Customer Service department (process, proced
ures & escalation points) for SKYY Spirits, manufacturer of SKYY Vodka.
*Built and managed the supply chain growth within the Customer Service operation
s from 1 million cases to more than 2.3 million case sales per year.
*Created and managed a yearly trucking budget plan for SKYY's domestic and impor
t products that decreased our overall delivered case costs by 25% saving close t
o $100k in the first year and 10-15% in successive years.
*Decreased customer order lead time from worst in the industry-(4 weeks) to Best
in Class in the entire industry-(5 days) in a 2 year time span.
*Built Metrics to capture delivery and warehouse errors resulting in a decrease
from a 12% error rate to less than .05% error rate.
*Delivered 7 complex projects on-time, realizing $180k savings on first project.
*Managed yearly trucking budgets in excess of $500k and 6 contract warehouse bud
gets in excess of $1 million.

1998-2000 Mulholland Brothers, San Francisco, CA.

Customer Service Manager of a rapidly emerging luxury leather goods and furnitur
e manufacturer-($20 million in sales)
*Defined and built from scratch the customer service department (process, proced
ures, and escalation points) from order entry to product delivery.
*Created new databases to capture catalog requests, repair, Internet inquiries,
and customer feedback resulting in the design update and creation of new product
styles.
*Restructured the customer repair process-decreased repair turn around from over
6 weeks to less than 1 week.
1997-1998 W.W. Grainger and Company, Oakland, CA.
Customer Service Manager and Assistant Branch Operations Manager for an industri
al/facilities maintenance products supplier-($40 million in sales)
*Managed the full service delivery operations (staff of 25) including will call
counter service, call center operations, warehouse, and project management.
*Refined all branch operations resulting in service and operational excellence a
nd achieving ISO 9001 Standards.
*Rebuilt the entire warehouse inventory of a sister branch-(inventory accuracy l
ess than 80%) and achieved on-going inventory accuracy consistently over 96%.
1992-1997 J.L. Henderson Company, Oakland, CA.
Outside Sales Representative/Customer Service for a full-service ship chandler a
nd government contract supplier-($10 million in sales)
*Coordinated all procurement and delivery of sundry, consumables, industrial, an
d personal items in order to meet/exceed customer expectations.
*Built relationships and increased sales with BART, USCG, US Naval vessels in po
rt, and Woodbine Alaska Fish Company from $50k to over $350k per year.
*Provided 24 hour-7 days a week problem solving services to domestic and interna
tional customer base assuring 100% accuracy and on-time deliveries.

EDUCATION:
B.S. Business Administration/Management, San Jose State University
ADDITIONAL INFORMATION:
Proficient in Windows, MAS500, SAP, Lotus Notes, PowerPoint, Outlook, Excel, Wor
d
OUTSIDE AFFILIATIONS:
Board President of Silvergate Home Owners Association - 2004 - 2006, 2008-presen
t
President NCGA Associate Golf Club- "Pudders" - 2004 - present

References Provided Upon Request