Richard Harding

About Richard Harding

Senior procurement and supply chain leader with experience across logistics…

Experience

1. Contact Center Operations Manager

   International

   Oct 2018 — Present · Lisle, IL, US

   Responsible for service parts support to a network of over 700 truck dealer locations in the US and Canada. Responsible for Order Management, Claims and Returns, and Technical Part Support activity in a contact center environment that receives almost customer contacts daily.• Responsible for the overall performance of the department, and its 40+ person staff, including meeting KPI’s, ensuring business requirements are met, and maintaining a high level of customer satisfaction.• Analyzes operational processes, escalation procedures, and training need assessments to identify opportunities for service delivery improvements. • Responsible for the successful implementation of new technology and process improvement initiatives.• Selects, evaluates, and develops personnel to ensure the department’s functions are executed effectively and efficiently.

Education

• United States Military Academy at West Point

  Bachelor of Science, Business Administration and Management, General

  1995 — 1999

Skills

• Cross-Functional Team Leadership
• Engineering Management
• Transportation
• Lean Manufacturing
• Manufacturing
• Warehousing
• Decisiveness
• Business Process Improvement
• Logistics
• Sales Order Processing
• Operations Management
• Command
• Supply Management
• Multi Tasking
• Program Management
• Supply Chain Management
• Purchasing
• Process Improvement
• Engineering
• Performance Improvement
• Dod
• Military Experience
• Six Sigma
• Defense
• Project Planning
• Supply Chain
• Leadership Development
• Military
• Management
• Logistics Management
• Export Control Compliance
• Continuous Improvement
• Organizational Structure
• Materials Management
• Engineering Change Management
• Leadership