7/27/2019 Director Operations eCommerce Fulfillment in Boston MA
Resume Brian Bishop
1/1
BRIAN BISHOPMedway, MA 02053 H: 508-533-4567 C: 617-413-2499
[email protected]
OPERATIONS DIRECTORAn accomplished, goal-driven professional and
former Director of Operations of the National Fire Protection
Associationand the Museum of Fine Arts, Bostonwith over 20 years
experience managing front/back end fulfillment and logistics
inB2C/B2B retail/ecommerce operations. A talented P&L manager
for multi-million dollar budgets. Researched andimplemented
call-monitoring, training, and coaching programs, and tools for
CSat scoring and VOC reporting. Reducedcosts by 75% per contact by
introducing web chat and social media functions for a contact
center. Successfullyimplemented a Warehouse Management System that
optimized travel time and velocity and reduced labor costs by
18%.
An energetic and enthusiastic individual with the motivation to
succeed in challenging environments. Forms criticaalliances,
creating recurring revenue streams and long-term partnerships and
gaining support. Uncovers and seizesgrowth potential, applying
creative approaches and establishing profitable and quality-focused
directions.
CORE COMPETENCIES
Project Management Forecasting, Expense Tracking &
Reconciliation System Selection/Implementation
Logistics/Distribution Procurement/Purchasing Metrics Measurement
& Analysis
Business Relocation/New Layouts
Operations Management Startups/Turnarounds Quality Assurance
Staff Training & Coaching Cost Reduction Needs Assessments Gap
Analysis
Strategic Planning
Financial Management Incentive Programs Team
Leadership/Collabora Outsourcing/Scheduling Streamlining Operations
Reverse Logistics CRM
Contact Center ManagementPROFESSIONAL EXPERIENCENational Fire
Protection Association (NFPA), Quincy, MA 1999-2013Division
Director Fulfillment & Logistics
Managed customer contact center, warehousing, distribution, and
all fulfillment and logistics for a major non-profit, international
standards development organization. Responsible for all logistics
pertaining to annualconference and expo, professional development
training and certification, and in-house meetings
Administered P&L, prepared and reconciled annual budgets,
and oversaw physical inventories. Cultivated, secured, and enhanced
vendor relationships for production and shipping, including Print
on Demand
and drop ship products. Negotiated freight rates and managed
carrier selection that resulted in a 6% shipping cost reduction.
Led projects for the selection and implementation of new systems
including, order management, warehouse
management, CRM, and web chat. Created business system roadmaps,
needs assessment, and gap analysis
Designed a multimedia training center and launched a quarterly
Employee Recognition program. Restructured the forward
pick/pack/ship area, including equipment purchase and construction
that increasedproductivity by 18%.
Supervised the inbound and outbound telephone sales incentive
programs in the contact center.Museum of Fine Arts, Boston (MFA),
Boston, MA 1988-1999Director of Operations
Managed all fulfillment and logistics, P & L responsibility,
and annual physical inventories for MFA Enterprise Reviewed,
created, and directed work flow procedures for catalog, retail,
wholesale, and e-commerce order
processing, customer service and fulfillment operations.
Administered staffing, processes, and inventory for retail shops
(6), wholesale division and direct sales operation. Selected and
implemented information systems related to operations, Point of
Sale, and inventory management. Initiated vendor scorecard program
to improve accuracy in warehouse receiving and distribution.
Directed facility maintenance and security.
Career Note:Operations Manager, Potpourri Collection (now
Potpourri Group), Medfield, MA (1984-1988)
EDUCATION & TRAINING
Executive Leadership Training Program, Babson College,
Wellesley, MA
MBA studies, 4 courses completed, Northeastern University,
Boston, MA
BA Economics, Economics Honorary, Syracuse University, Syracuse,
NY
PROFESSIONALAFFILIATIONS
Operations Summit Advisory Board of Directors NEMOA Member NECCF
Member WERC Member DMA Member 14 years
