1. Edison Paul Edward
3058 Dexter Street, Denver, CO 80207 | 303-968-7317 | Edison.paul.e@gmail.com
Areas of Expertise:
➢ Project Management ➢ People Management
➢ Customer Relationship Management ➢ Team Management
➢ Resource Planning & Development ➢ Operations Management
➢ Service Delivery ➢ Process Improvement
Crossville Tile & Stone/Design Materials Inc. May 2015 – Present
Inventory Management
 Manage inventory for the regional distribution center which services 6 branches across the Rocky
Mountain region
 Maintain inventory accuracy at 98%
 Effective space management and allocation enabling order fulfillment efficiency
 Responsible for investigation and resolution of inventory discrepancies
 Provide coverage and assistance across departments
Customer Service Manager
 Created and implemented individual performance metrics to develop skills of team members
 Generated and implemented team quality metrics achieving 99% for four quarters
 Conducted in-depth process reviews for each department, created and drafted Standard Operating
Procedures and provided training on the new procedures
 Analyzed business performance and developed performance improvement solutions
 Reduced the number of credit returns by 40% through effective analysis and solution plan on a real
time basis
 Maintained team headcount and managed recruitment / training to retain headcount
 Provided first level IT troubleshooting
RR Donnelley Feb 2005 – April 2015
Operations Manager
 Effectively and efficiently ran operations for a 550-member team in the field of image retouching,
magazine page building, ad content management and pre-press related services
 Delivered service SLAs: On Time Delivery @ 99% and Outgoing Quality @ 99.99%
 Maintained utilization of the team @ 80% and above
 Managed headcount of the team efficiently to ensure maximum utilization; Implemented continuous
improvement processes to increase utilization and team efficiency
 Monitored employees KPI’s to develop career paths through twice annual performance reviews
 Maintained attrition at an all time low of 20% for more than 4 years through implementation of
employee engagement initiatives
 Managed the team’s hardware and software inventory
 Managed recruitment for team expansions / backfills and sign off on the compensation packages
Transworks IT August 2003 – October 2004
Team Leader
 Managed performance for a 20-member team selling credit cards for a Canadian bank
 Conducted quality checks, provided team members weekly feedback, performance reviews, career
path action plan
 Analyzed team’s performance and provided solutions to increase productivity and improve efficiency
 Kept the morale and energy level of the team at its peak high best
Additional Achievements
 RR Donnelley: Worked in Manila, Philippines for 1 year as a Subject Matter Expert to set up a new
branch, and assist in with recruitment, training and pilot phase.
 RR Donnelley: Worked in Colombo, Sri Lanka for 6 months as a Subject Matter Expert to set up a
new management team, and assisted with recruitment and on-the-job training.
 RR Donnelley: Won Rising Star award within the first year of joining the company for quickly learning
the business and providing excellent customer service
Educational Qualification
Bachelor of Commerce; Madras Christian College, India (1997 – 2000)
Master of Computer Application; S.A Engineering College, University of Madras, India (2000 – 2003)