Mike J. Pollard in Tampa, FL | Mississippi State University

Mike J. Pollard

Male, 71 years old

PROFESSIONAL SUMMARY Operations Professional with more than 15 years of success in service related businesses with proven skills in problem solving, conflict resolution, process improvement, customer relations, communications, supervision, and sales. Solid experience with full project management responsibility, resource allocation, job costing, budgeting, procurement, scheduling and managing product delivery and installation. Project Manager: Drove the development of a furniture department as an emphasized product line with goal of additional 10% to bottom line of region. Built and supported all functions to sales including purchasing, shipping, delivery and installations in 4 metropolitan distribution points covering the state of Florida. Spearheaded a network of contract furniture installers to cover market areas driving expansion. Within the first year, three markets experienced between 30% - 35% growth in furniture revenues and the other experienced 100% growth in local furniture revenues. Process Improvement Leader: Established multiple techniques for communicating to customers and vendors providing real time detailed documentation of current status, changes, and all relevant updates significantly reducing complaints by 70% and follow up time from operations team that allowed resources to be redeployed to higher return activities. Customer Service Manager: Using root cause analysis, identified order entry errors caused by customer service entry and by customersâ€™ e-mail orders. Best practices were incorporated into training sessions to drive change in daily procedures and allowed better partnering with customers on correct product terminology and subtle differences in products. Errors were reduced from 7 in 1000 lines to 1 in 10,000 lines increasing customer satisfaction scores and reducing staffing costs related to identification, correction and redelivery of inaccurate orders. Specialties administration, advertising, billing systems, content management, customer service, database administration, delivery, direct mail, directing, government, inventory management, invoicing, isp, marketing, microsoft exchange, microsoft office, order management, personnel, project management, protocols, purchasing, quickbooks, sales, scheduling, supervisory skills, telephone skills read more ...