John McCahan

Current

• Director of Operations and Logistics at RecruitMilitary

Past

• District Manager, Mid-Atlantic at WIS International
• Operations Manager (Group Leader) at Target
• Call Center Operations Manager at Equifax

• Customer Service Manager at DHL

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Education

• Pennsylvania State University

Connections

29 connections

Industry

Staffing and Recruiting

Websites

• My Company

John McCahan’s Experience

• Director of Operations and Logistics

  RecruitMilitary

  (Privately Held; Staffing and Recruiting industry)

  September 2008 — Present (1 year 4 months)

• District Manager, Mid-Atlantic

  WIS International

  (Privately Held; Retail industry)

  2004 — 2007 (3 years )

   Managed a 6 office district with Sales totaling $4.6M, re-aligned to 4, reducing fixed costs
   Lead up to 6 direct reports and 350 employees covering MD, DC, and VA
   Resolved service issues between customers and reporting offices
  
  Significant Contributions: Tasked with gaining market share in the Mid Atlantic region. Improved performance, established relationships with new and current customers, and focused on top 15 accounts. Result: increased sales by 20% over previous year numbers, while replacing lost business, moved the district from the red to the black becoming profitable (14.9% NP).
  
  Improved district performance. Utilized goal analysis and created a plan to increase productivity while getting commitment and involvement from each office. Reduced redundancy by consolidating offices to meet customer needs. Establish individual accountability at the management level at each office and at each inventory. Established and built real customer relationships Result: Increased productivity and profitability while maintaining customer satisfaction ratings. Increased net bottom line profit by 27%, finishing the fiscal year at 9.9% to the positive.

• Operations Manager (Group Leader)

  Target

  (Public Company; TGT; Retail industry)

  2001 — 2004 (3 years )

   Managed internal production supply inventory valued at $1M
   Reduced OSHA reportable injuries by 41% in a department of 75 direct reports
   Increased community corporate volunteering by 100%
  
  Significant Contributions: Tasked with organizing internal production supply procedures and contracts. Re-negotiated current bids, established new vendor sources while focusing on cost reduction and quality service, controlled inventory management, reduced waste and destruction through communication and training initiatives. Result: Reduced internal supply expenditures $67K below budget in FY 2001 and after producing a realistic FY 2002 budget still able to reduce plans by $53K.
  
  Improved department performance. Utilized goal analysis and created a plan to increase productivity while getting commitment and involvement from the team. Create enthusiasm by introducing incentive plans and recognition programs for individual, team and department achievements. Result: Increased productivity from 183 store ship packs per hour to 197.5 (8%) by year end, moving the department up to 3rd best re-pack department in the pyramid of 17 distribution centers.

• Call Center Operations Manager

  Equifax

  (Public Company; EFX; Financial Services industry)

  1998 — 2001 (3 years )

  Director of Operations, Marketing
   Managed a $1.6M trade show budget for U.S.A.
   Developed and implemented new and existing product and service sales material
  
  Significant Contribution: Solved mortgage client frustration by initiating a new service product. Selected, hired and trained a team of specialized employees to expeditiously handle mortgage company consumer credit disputes. Result: The new product netted the company $1.5M in revenue in the first year. Mortgage consumer dispute time was decreased by 75%. Mortgage companies were able to close more loans in less time.
  
  Call Center Operations Manager
   Increased productivity by 25% for a 154 agent call center, Lead 3 managers and 7 supervisors
   Reduced costs by 10%Reduced FTC fines from $1M to $500K through proactive compliance
   Reduced consumer hold time by >50% and decreased blocked call rate by 23%
  
  Significant Contributions: Measured key operational activities that were causing substandard production and cost overruns, and non-compliance with FTC regulations. Analyzed scheduling, “talk-time” rates, and call volume to evaluate inefficiencies. Problem solved by developing new schedules, organized new “talk-time” rates by establishing training programs, initiated hiring to handle call volume. Result: Productivity increased 25%, cost overruns were reduced 10% and reduced FTC fine from $1M to $500K with compliance.

• Customer Service Manager

  DHL

  (Public Company; DHL; Logistics and Supply Chain industry)

  1995 — 1998 (3 years )

  Customer Service Manager (Call Center)
   Managed 78 customer service representatives and a 11 associate inside sales team
   Managed B2C and B2B top 20 executive client relations team, P&L responsibility
   Increased center’s substandard quality scores to center exceeding company audit expectations
  
  Significant Contribution: Developed, published and implemented new employee handbook to overcome “worst performance” ratings. Analyzed and evaluated current performance and schedules to meet high volumes. Implemented new technology better routing in-bound calls. Implemented a recognition program. Result: In < 1 year, went to the 5th best performing call center in the company, reducing cost, improving productivity, and raising employee morale.
  
  Operations Supervisor
   Managed sub-contractor/ Teamster relationships to ensure quality service 96.5% on time delivery
   Managed best corporate airport (Raleigh/Durham) for on-time departure zero minutes late for 8 consecutive months for an inbound/outbound two DC-9 operation

John McCahan’s Education

• Pennsylvania State University

  1984 — 1988

Additional Information

John McCahan’s Websites:

• My Company

John McCahan’s Contact Settings

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