Summary
Overview
Work History
Education
Skills
Websites
Next Steps
Timeline
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Thomas Cleland

Chester

Summary

Accomplished administrative professional with a decade of progressive experience in operations, customer service, and team leadership. Proven track record in training staff, managing logistics, enforcing safety protocols, and optimizing performance metrics. Leverages a background in psychology and business acumen to foster positive workplace culture and drive organizational success.

Overview

16
16
years of professional experience

Work History

Administrative Manager

Daltile
01.2016 - Current
  • Leads daily store operations, ensuring strict compliance with company policies, safety standards, and productivity goals.
  • Managed procurement and vendor relations, handling all stages of sourcing from planning to receiving goods.
  • Trains, mentors, and supervises associates across customer service, order management, purchasing, warehouse operations, and office administration.
  • Oversees coordination of truck deliveries and maintenance, optimizing freight, shrink, margin, and overtime performance metrics.
  • Serves as the primary systems liaison for ASI, JDE, and PC tools; provides staff performance feedback and reporting.
  • Steps in as acting manager during SSC/Stone Manager absences, ensuring seamless transitions and ongoing operations.
  • Applies strong multi-tasking, leadership, organizational, and time management skills to meet customer service targets and maintain a safe work environment.
  • Oversee B2B sales initiatives by coordinating with contractors, dealers, and national accounts to drive commercial growth.
  • Utilized SAP to enhance inventory control and streamline operations.

Customer Service Representative

Daltile
01.2014 - 01.2016
  • Processed sales orders, resolved product/service issues, and maintained positive relationships with customers and internal teams.
  • Demonstrated thorough understanding of business concepts and functional procedures; offered backup support for multiple CSR functions.
  • Handled complex, non-routine issues using sound judgment and initiative; led small projects to improve quality and efficiency.
  • Trained and coached newer representatives; participated in shift scheduling and special assignments.
  • Utilized Word, Excel, and CRM/order management systems to streamline workflow and enhance customer satisfaction.

Produce Clerk

Weis Markets
01.2009 - 01.2013
  • Maintained fresh, attractive produce displays; stocked, rotated, trimmed, and priced produce per company standards.
  • Greeted customers, answered inquiries, coordinated fruit basket orders, and resolved issues professionally.
  • Ensured accurate labeling, pricing, signage, and completion of inventory logs; minimized shrink and damage.
  • Performed sanitation, cleaning, and cleanup duties in accordance with health and OSHA regulations.
  • Assisted with unloading, deliveries, and back-room organization; adhered to PPE protocols and safety procedures.

Education

Bachelor of Arts - Psychology, Minor in Business Administration

West Virginia Wesleyan College
Buckhannon, WV
01.2013

High School -

Reservoir High School
Sykesville, MD
05.2009

Skills

  • Certifications: Forklift Operation; OSHA Safety Standards
  • Systems: ASI, JDE, SAP, Inventory Management Systems, Microsoft Office Suite (Word, Excel, Lotus Notes), Order Management Systems
  • Core Strengths: Team leadership & training, customer relations, operational efficiency, inventory & shrink reduction, multi-task coordination
  • Soft Skills: Effective communication, problem-solving, organizational prowess, time management, adaptability, safety-first mindset

Next Steps

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Timeline

Administrative Manager

Daltile
01.2016 - Current

Customer Service Representative

Daltile
01.2014 - 01.2016

Produce Clerk

Weis Markets
01.2009 - 01.2013

Bachelor of Arts - Psychology, Minor in Business Administration

West Virginia Wesleyan College

High School -

Reservoir High School

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Thomas Cleland