Lawrence Eshoo

Distribution and Customer Service Management

23527 Arminta St. * West Hills, CA. 91304 * Tel (818) 888-5864
larofla@yahoo.com
http://www.linkedin.com/pub/lawrence-eshoo/1a/b22/172

Executive Results oriented professional with over 25 year in Customer Service and
Summary 10 years in the Distribution and Logistics field. Exceptional leader, people
manager, and customer advocate with a strong service orientation. A
charismatic, credible communicator who can lead by example. Have the
ability to thrive in a high energy, fast growth, and entrepreneurial
environment. Hands-on, completes tasks and dependable. Strong team
player and can build strong relationships at all levels of the organization.
A cost conscious, proactive problem solver who can maximize the
resources of a start-up. Have excellent communication skills – written,
verbal, presentation and interpersonal. Ethical, fair and of high integrity.

Accomplishments  Saved over 4 million dollars in projected freight and warehousing cost
over a 3 year period
 Consistently achieved a 99.8% service fill rate to all segments of the
business by effectively utilizing distribution and inventory control
systems.
 Developed and implemented a system for efficiently conducting the
physical fulfillment of our mail order business which grossed 2 million
dollars in annual sales
 Improved service and sales to our restaurants by transitioning a
segment of the restaurants to Sysco Foodservice Distributor.
 Spearhead negotiation of freight and tariff with 3rd party logistic
companies, LTL, TL carriers and offsite freezer warehouses
 Implemented and enforced Service Level tracking mechanisms for
vendors of warehousing and transportation

Experience The Cheesecake Factory Bakery, Inc Calabasas, CA

1998-2010

Director of Distribution
2008- 2 01 0
 Manage a 10 million dollar budget encompassing, Customer Service,
Warehousing and Distribution/Transportation.
 Responsible for Inventory Control Sr. manager, Traffic manager and 2
Customer Service supervisors servicing 110 million dollars in annual
sales.

Sr. Customer Service and Distribution Manager

2004 - 2008
 Determined specific SKUs to be produced in the East and West Coast
facilities based on distribution analysis of current customer base
 Responsible for National Distribution to Sam’s, Costco, SYSCO, and 150
Cheesecake Factory (CCF) restaurants out of 2 manufacturing facilities
and 4 public warehouses.
  Responsible for the inventory of perishable finished goods in 5
consignment warehouses and over 1.5 million cakes throughout the
nation.
 Influenced new operations and distribution start-up at 2nd plant in North
Carolina

Customer Service and Shipping Manager

2000 - 2004
 Reduced processing order time from 4 hours to 10 seconds, reducing
the mail order fulfillment headcount by 75%
 Managed local deliveries of 34 restaurants including Disneyland, Marriot
Hotels in additional to 12 Cheesecake Factory Restaurants.
 Act as the primary interface between bakery operations and all major
customers to problem-solve issues.
 Decreased Order entry time by 90%, maintaining a staff of 5 CSR’s for
the next 5 years even with the 25% rate annual increase in business.

Customer Service and e-Commerce Manager

1998 - 2000
 Managed a Customer Service department of 5 representatives which
handled $118 million in orders encompassing major accounts such as
Wal-Mart, Costco, Sam’s, Ralph’s, Super Value and Target in addition to
the 153 Cheesecake Factory Restaurants
 Steered a successful outsourcing of a growing Mail Order business
seamlessly to our customers

VPA, Inc. Calabasas, CA 1995–1998

Customer Service Manager

 Hired, trained and evaluated staff of 17 CSRs
 Created departmental manual with procedures and policies for
Customer Service and Claim process – increasing efficiency by 50% and
reducing abandonment rate from 25% to Implemented and enforced
quality standards
 Significantly improved a historically poor relation between inter
departments
 Responsible for forecasting volume and scheduling staff accordingly

1989–1995 Telecredit Services Los Angeles, CA

Customer Service Manager
 Hired, trained and evaluated staff of 20 CSRs for credit card operations
 Responsible for writing and managing the department’s budgets
 Set up production standards for written and telephone inquiries

Education California State University Northridge, CA

 Engineering with emphasis in Computer science
National University San Diego, CA
 Business Administration

Continuous  Dale Carnegie Leadership Training for Managers – June 2006

Improvement  Continuous Quality Improvement (CQI) - May, 2001
Classes/ Skills
 Proficient in MS Power Point, Excel, Word and Outlook
 Speak 4 languages