Vice President Operations in Seattle WA Resume Michael Shippee

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MICHAEL S. SHIPPEE
Woodinville, WA 98072 206-330-7339 [email protected]

PROFESSIONAL PROFILE
A dynamic, results-oriented executive manager with extensive and progressive hands-on Leadership, Operations, and training expertise in “People Effectiveness” – helping people and organizations achieve goals, missions and objectives. Experienced servant leader, excellent group facilitator and presenter, offering highly refined and cultured leadership skills. Recognized for: Solving Difficult Problems Inspiring High-performance in Others Deploying Performance Measurement Systems Developing Contingency Plans Managing Complex Projects Improving Profits Consistently

CORE COMPETENCIES
Budget Development and Planning Profit and Loss Cost Reduction Strategies Multi-Unit/Multi State Management Revenue Operations Management Change Management Quality/Performance Improvement Customer Relationship Management Transportation/Materials Management Vendor Relations/Contract Negotiations Employee Development/Relations Strategic Business Planning

CAREER HISTORY and ACHIEVEMENTS
VICE PRESIDENT NORTH AMERICAN FIELD OPS Regional Vice President, Western Operations DMX INC. DMX INC Seattle, WA 2009-2011 Seattle, WA 2008-2009

DMX creates brand experiences for commercial environments. DMX services include music design, full motion video, audio messaging and environmental scents. DMX's customers include prominent industry leaders and represent some of the most identifiable International brands such as Nike, Starwood Hotels, 24hr Fitness, American Eagle, Saks 5th Ave, and many others. Responsible for the Field Operations Division comprised of 10 Field Operations Managers and 500+ install/service partners within the United States, Puerto Rico, and Canada supporting 1500+ monthly project related transactions involving the field support resources. Responsible for 10 engineering staff domiciled throughout the United States, which provide system design and production of installation documentation for audio/video systems. Transitioned entire Canadian Operations Support functions to Centralized Operation in Austin, Texas Improved network coverage in Primary/Secondary/ Tertiary markets from 80% to 95%+ Improved tech utilization from 50% to 80% + Developed customer care program leading to increased customer satisfaction/revenue generation Reduced idle inventory from $250k to $60k improving inventory turns from <2 to 6+ Developed service escalation program reducing escalated issues to <1% of truck rolls Implemented internal/external training programs with core product vendors leading to enhancement of technical proficiencies, increased responsiveness at lower cost levels Instituted Operations/Sales quality action teams focused upon red flags, operations/sales improvement Reengineered service level performance for engineering staff reducing turn around times by 2+ days Met and exceeded 36 consecutive operating budgets Active Participant in Product Review Board, Core Product Strategy, Large Project, Pricing Committees
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REGIONAL VICE PRESIDENT OPERATIONS APRIA HEALTHCARE Redmond, WA 2007- 2008 Apria Healthcare is America's leading provider of integrated Home healthcare product and services. Offering a range of home respiratory therapy, diabetic supplies, medication equipment, home infusion therapy and home medical equipment services. Responsible for operations within the Northwest Region comprised of 6 states, 37 branches, multiple warehousing facilities, 350+ personnel and an annual operating budget of $96mil. Improved Operating Income as % of net revenue from 29.3% to 33.2% Reduced Revenue Adjustments from 5.2% of net revenue to 3.7% of net revenue Reduced Bad Debt from 3.7% of net revenue to 1.3% of net revenue Enhanced core product utilization from 83.6% to 89.2% Improved Patient Satisfaction survey results 4% Improved tech stops/ hour from 10.3 to 11.3, reduced miles/stop from 8.3 to 7.7 and improved on time delivery % from 92% to 96.3% DIRECTOR REVENUE OPERATIONS DAVITA, Inc. Tacoma, WA 2005-2007

Davita, is the largest independent provider of dialysis services in the United States. Directly responsible for the Cash Applications, Credits, Patient Resources, Revenue Integrity, Analytics, and Managed Facilities departments comprised of 150+ personnel. Managed Cash Applications integration resulting in a centralized team posting $400 million per month with 275K transactions while maintaining a 99.5% QA result with no FTE increase. Reduced unapplied retractions from $12mil to $3mil Reduced credit aging line items 69% year over year by changing the methodology of working credits Reduced AR > 12 months by 53% by forming a special project team focused on AR > 12 months Reduced AR > 6 months in Patient Resources and Managed Facilities by 15% Combined Analytics teams and improved end of month reporting from 15 days to 5 days Increased Medicare Bad Debt submissions from $6.5 mil to $9.5 mil year over year VICE PRESIDENT of OPERATIONS DMX MUSIC, INC. Seattle, WA 2002-2005

DMX Music is a subsidiary of Liberty Media, an international audio/video content service provider. Managed Operation’s Division, including North American Call Center, Project Management, Engineering, Materials Management, Distribution, Duplication, National Electronics Services, and National Account Management. Accountable for Operation’s support of $50 million operating budget. Improved EBITDA $5.3 million year over year – EBITDA margin from 19.3% to 33% Centralized Purchasing/Inventory Control improving corporate capital by $22 million, reducing total inventory levels by $7 million and a doubling of inventory turns Reduced abandonment rates in call center from 18% to 5%, Enhanced platform repair capabilities, reducing repair expenses $250,000+/year Negotiated preferred freight carrier agreements, reducing fulfillment expenses 25% year over year, while increasing service levels from 97% to 99.4% Improved recurring music revenue margins by 7.7% year over year, reduced outsourcing expenditures by $200,000 annually

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SR. DIRECTOR NORTH AMERICAN OPS

AEI MUSIC NETWORK

Seattle, WA 2000-2002

Led diverse departments including Purchasing, Materials Management, Project Management, Engineering, Repair/Fabrication, and Content Distribution/Duplication Services. Reported directly to President AEI North America. Key participant in merger and integration activity with DMX Music, a subsidiary of Liberty Digital, creating an international, multi-media, e-business, music entertainment company. Developed and managed division operating budget of $30 million. Achieved 99%+ delivery of client projects (audio/video systems) on time and within estimated costs Improved system margins from 30.5% to 33.5% Developed, implemented Return Merchandise Program resulting in recovery of equipment valued in excess of $2 million. Initiated company cost saving mechanisms achieving savings in excess of $1 million Re-engineered packaging, shipping processes resulting in significant improvements in real time tracking, product preparation, transit times and labor costs Implemented repair failure trend reporting, leading to product improvements and reductions in warranty expenditures of 15%+ Successfully led operations departments through two Management Information System conversions. Established meaningful performance metrics for productivity and efficiency at department, team and individual levels. Consistently delivered continuous measurable improvements DISTRICT MANAGER SAFELITE GLASS CORPORATION Portland, OR 1996-2000

Managed multi-unit, multi-state district of Safelite Glass Corp reported to Regional Vice President. Responsible for 15 managers as direct reports. Directed all aspects of district operations including 13 retail service centers, one warehouse, and one central telephone facility. Full fiscal responsibility for District, including pricing and local contract negotiation, expense management, and capital expenditures. Planned and implemented District integration of Safelite and Vistar Glass Corp operations following merger Responsible for opening/establishing warehouse, call center, dispatch operations in Boise, Idaho market Met or exceeded 19 consecutive contribution budgets Improved quality survey results from 94% to 98%, reduced customer service issues 44%, improved productivity by 35% Implemented business development strategies through continuous interaction with territory Sales Account Managers resulting in 15% revenue growth SENIOR MANAGER FEDEX CORPORATION Bothell, WA 1995-1996

Proactively overhauled ineffective methods and transformed poor morale and low productivity into high achieving FEDEX leader. Selected, trained, developed and motivated 100+ hourly and managerial personnel. Accountable for all aspects of operations and administration of an annual operating budget of $15 million. Achieved profit for 17 consecutive months, exceeded FY 96 operating budget by 10% Reduced costs by 17% while improving productivity by 16% and profitability by 15%. Achieved station of the month 15 consecutive months meeting and exceeding numerous performance indices. Nominated for Circle of Excellence station 9 consecutive months. Awarded Station of the Year FY96. Awarded Management Team of the Quarter 3 out of 4 quarters. Awarded Profit Senior Manager of the Year.

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PACIFIC NORTHWEST DISTRICT SENIOR MANAGER FEDEX CORPORATION

Bellevue, WA

1993-1995

Directed Pacific Northwest District Dispatch Operations team. Managed vendor relations, logistics, service operations, staff supervision and capital/expense budgeting. Key participant in creation of SEACORE team tasked with developing action plans, resolving problem areas, monitoring and maintaining customer supplier alignment agreements to improve district performance. Planned and conducted detailed presentations to Executives on Best Practices. Facilitated and enhanced intradepartmental and interdivisional communications leading to improvements in productivity and district service levels by 2%+ PACIFIC NORTHWEST DISTRICT SERVICE QUALITY ASSURANCE MGR

FEDEX CORPORATION Bellevue, WA

1992-1993

Coached over 200+ mid and 50+ senior level business managers and 2000 employees on extensive problem root cause analysis techniques. Responsible for administration of District wide Quality Administration, Financial, Productivity, Safety and HR Audits. Created and championed the Total Quality Service Assurance Leader Network Team, increasing organizational effectiveness and responsiveness. Highly skilled in quality process creation and information dissemination tactics. Conducted presentations, lectures, workshops to Vice Presidents, Directors and Professional Staff, creating unique quality improvement programs. Engineered entire District’s Service Productivity levels reducing service failures 28%. Improved missort ratios from 1/400 to 1/1200+ while improving scan accuracy from 97%-99.41%. Awarded ‘Outstanding Staff Member’ by peer voting within district.

EDUCATION
CENTRAL WASHINGTON UNIVERSITY Bachelor of Science Business Administration – Finance/Marketing Member-Guidepoint Global Council of Advisors ADDITIONAL STUDIES: Management Practices I, for Sr. Managers Ethics - Leadership Course Defensive Driving Instructor/Trainer Environmental Management Training Corporate Quality Research Presentation Team Corporate Gross Net Service Level Trained/Trainer Service Assurance Quality Management Training Participative Leadership Management Behavioral Interviewing QAT Customer Convenience Network District Team Dangerous Goods Spill Clean-Up Specialist Advanced Training For Ops Managers (ATOM) Ellensburg, WA

Management Development Program Management Applied Personnel Skills Safety Management Quality Action Teams Quality Action Processes Best Service/Admin Practices Trained Advanced Coaching For Commitment Windows 2007, MS Office Products Effective Legal Hiring Practices Human Resource Capital Management Senior Management Development Program Leadership Practices II, for Sr. Managers

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