BRIAN BISHOP

Medway, MA 02053 H: 508-533-4567 C: 617-413-2499 brian.bishop2@verizon.net

OPERATIONS DIRECTOR An accomplished, goal-driven professional and former Director of Operations of the National Fire Protection Association and the Museum of Fine Arts, Boston with over 20 years experience managing front/back end fulfillment and logistics in B2C/B2B retail/ecommerce operations. A talented P&L manager for multi-million dollar budgets. Researched and implemented call-monitoring, training, and coaching programs, and tools for CSat scoring and VOC reporting. Reduced costs by 75% per contact by introducing web chat and social media functions for a contact center. Successfully implemented 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 critical alliances, creating recurring revenue streams and long-term partnerships and gaining support. Uncovers and seizes growth 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/Collaboration Outsourcing/Scheduling Streamlining Operations Reverse Logistics CRM Contact Center Management

PROFESSIONAL EXPERIENCE
National Fire Protection Association (NFPA), Quincy, MA 1999-2013 Division Director Fulfillment & Logistics Managed customer contact center, warehousing, distribution, and all fulfillment and logistics for a major nonprofit, international standards development organization. Responsible for all logistics pertaining to annual conference 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 increased productivity by 18%. Supervised the inbound and outbound telephone sales incentive programs in the contact center. Museum of Fine Arts, Boston (MFA), Boston, MA 1988-1999 Director 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

PROFESSIONAL AFFILIATIONS
Operations Summit Advisory Board of Directors NEMOA Member NECCF Member WERC Member DMA Member 14 years