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Customer Service Management

Location:
Fort Worth, TX
Posted:
June 02, 2015

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Resume:

William Lippa

Lakeside, Texas *****

Mobile 817-***-**** / acp0dn@r.postjobfree.com

OBJECTIVE

Seeking a management leadership or project specific consulting role in Process and System Change Management /

Purchasing / Supply Chain / ERP Implementation and Optimization / 6 Sigma Lean Project Team Director

SUMMARY OF QUALIFICATIONS

I design, implement, and manage the connection of customer requirements to process re-engineering and controls, ERP

system tools, supplier development, and personnel skills training to optimize performance in manufacturing, distribution,

and service support organizations. A strong agent to assist in process development, change, and improvement in complex

and challenging manufacturing environments utilizing team building skills, Lean, and Six Sigma techniques. Extensive

experience in full cycle SAP ERP system implementation and Sales & Operation Planning (S&OP) process development. I

am a driven leader with a winning attitude and constant organizational focus for improving cash flow and customer service

to enable revenue and profit growth. Areas of expertise and experience include:

• Strong Leadership Skills • Self-Starter • Personnel Management • Change Management • Process Development

• Coaching / Mentoring • Team Leader / Management • Process Controls • Goal Setting • New Product Implementation

• SAP, Oracle, and AS400 information systems • Decision Making processes and tools • Budget Management • Cash Flow

• Customer Service • Problem Solving • Interpersonal Skill • Organizational Skill • Negotiations • Supply Base management

• Communication • Analytical Skill • Sourcing • Global Experience • Quality Management • SAP Implementation Leadership.

PROFESSIONAL EXPERIENCE AND KEY ACCOMPLISHMENTS

Project Management Consultant 2012 to

Present

Provided successful hands-on problem specific leadership, training, and project facilitation support to Bell Helicopter,

Motorola, Nuventix, Crawford Electric Supply, and TotalTrax to resolve critical materials control issues and assist in

optimized utilization of existing ERP systems and processes. Operational areas addressed with clients included SAP

functional optimization, material shortage detection and resolution tools, inventory valuation process control, cycle count

process control, Sales and Operation Planning infrastructure and implementation plans, inventory management process

controls, and customer specific material physical tracking and cost management process control for customer returns.

Shock Watch Div. of Media Recovery – Director of Supply Chain 2010 to 2012

Responsible for turn-around activities in a $25M organization with multiple products manufacturing freight protection

devices with manufacturing activity in USA, China and UK. Aside from being a change agent responsibilities include

Planning, Purchasing, Shipping, Receiving, Warehousing, Inventory Management, and Macola ERP System Project lead.

• Implemented ERP system enhancements to support operating process changes to improve shop floor scheduling,

Bar code controlled Warehousing and Shipping, lot control processes, and MRP (Material Requirement Planning)

while improving cash flow management (Inventory Control) and customer satisfaction.

• Drove on time delivery above 98% through process change and customer support focus.

• Improved inventory accuracy within 12 months to 99.3% absolute accuracy up from 65%.

• Initiated projects to cut cost and enhance global supply quality which resulted in 31% cost reduction on targeted

commodities.

Corning Inc. – Plant Supply Chain Manager / Divisional Supply Chain Planning Manager 2004-2010

Materials Manager at a 5,000 employee manufacturing plant in Reynosa, Mexico for Corning Cable Systems, an $800M

division of Corning Inc., with responsibilities for Purchasing, Planning, Inventory Management, Warehouse design and

installation, across the border logistics, and personnel development. Promoted to Divisional Supply Chain Planning Mgr.

with responsibility for 4 plants in Sept.2007

• Improved planning and execution techniques, achieving 99.4% on time shipments to a demanding customer base.

• Reduced inventory by more than $22M below expectations to improve cash flow.

• Focused on improving inter-plant supply chain support systems, and implemented SAP, Supplier Performance

Management team, and best practices implementation for plants in the USA. Mex., Dominican Republic, and China.

• Received 2 Corporate President Manufacturing Excellence Awards and 2 Divisional Operations Excellence Awards.

Zetec (Division of Roper Industries) – Materials Manager 2003-2004

Managed all aspects of Supply Chain Management and drove process controls and system improvements. Divisional

revenue base approximately $50 Million annually.

• Improved supplier responsiveness, quality, out sourcing, and Oracle ERP system enhancements in a manufacturing

plant focused on non-destructive test equipment for the Nuclear Energy industry.

• Developed and implemented process changes that improved process control, cost control, and customer support.

• Drove 5% cost reduction and 15% inventory accuracy improvement.

Motorola – Operations Materials Manager 2000-2003

Managed Purchasing, Supplier Management, Production Planning and Scheduling, Master Scheduling, Inventory Control,

Receiving and Warehouse operations at a $1 Billion division with manufacturing facilities in the USA, Brazil, and China.

• Implemented processes that reduced inventory and improved cash flow by $265M (68%) in just 27 months.

• Improved on time customer delivery from below 50% to above 94% while improving inventory management to 10+

turns annually. Managed International Out-Sourcing operations with Asian Suppliers.

• Drove Inventory control process improvements to achieve 99.5% absolute accuracy.

BancTec – Supply Chain and Customer Service Manager 1997-2000

Directed Purchasing, 7x24 Customer Service, Master Scheduling, Production Control, Warehousing, Distribution, Logistics,

Inventory Control, Product Configuration Management, and Product Life Cycle Management for a $600 M corporate entity.

• Provided outstanding results in cost reduction, improving supplier performance utilizing best practiced and process

re- engineering

• Project end user leader for SAP ERP implementation with full operational functionality within 1 week of “Go Live”

• Reduced material cost by $10M+ (7.7%) in 1998 and 1999. Improved on time shipment of systems and upgrade

kits from 45% to 96%, and overall customer satisfaction survey improved from 65% to 94%.

SAP SPECIFIC ACCOMPLISHMENTS AND SKILLS

• Hands on leader, solution architect, and Supply Chain / Manufacturing subject matter expert

(SME) for full ERP implementations resulting in successful start up with minimal stabilization periods for all critical

SAP Manufacturing modules. Specific modules include PP, MM, WM, MRP, PLM, SRM, VC, and SCM.

• Greater than 10 years successful global operational and system implementation experience in

SAP Make to Stock (MTS), Make to order (MTO) environments.

• 3 full life cycle implementations and multiple production support projects experience including in

ISO, SOX, and good manufacturing practices environments in computer manufacturing, large equipment discrete

manufacturing, and telecom industries.

• Expertise in successful integration with other SAP modules and functional teams including SD,

FICO, UP, QM, WF, EPM, EHS, GRC, LE, DMS, ERP, FSCM, GPD, and PM.

• Design leader for development of data cleansing processes / techniques, pre SAP “Go Live”

system performance testing, and personnel SAP training tools.

• Managed inter-plant integration of SAP supply chain support systems across 4 plants.

• Strong expertise in Business Process Redesign necessary for successful SAP implementations.

EDUCATION AND PROFESSIONAL AFFILIATIONS

Syracuse University – B.S., Production Management

American Planning and Inventory Control Society (APICS) – Subordinate Certification Programs

Key Words for computer scan / demonstrated experience and expertise in all the following activities:

S&OP, 5S, 7 wastes, accepting accountability, actions, acquiring resources, advantage, allocation, anticipation, system applications, bachelor’s degree, benchmarking,

breaking down problems, budget, building, business analyst, generating business requirements, business process improvements, cash flow, challenging, checkpoints,

coaching, continuous improvement, common goals, complex issues, consensus, constructive, consulting, control plans, coordinating, create results, customer satisfaction,

cycle time, defines processes and goals, delivering, dependability, developing processes, design and develop, diplomatic, distribution centers, distribution channels, diversity,

efficiency, elimination of waste, employee involvement, ERP, error proofing, establishing goals, excellence, expectations, five why’s, focused under pressure, functional

requirements, goals, handles change, implement, information sharing, innovation, inventory control, inquisitiveness, JIT, just in time, kaizen, kanban, key performance

indices, KPI, ISO, inventory flow, lean, leadership, logistics, management, managing for results, mapping, measure results, meets commitments, mentoring, metrics,

milestones, monitors progress, motivation, MRP, multiple projects, multiple task, organizational savvy, personal standards, perspectives, planning, poka-yoke, positive,

priorities, problem-solving, procedures, procurement, production planning, process maps, production, productive, projects, process control, promote business growth,

punctuality, purchasing, relationships, replenishment, reporting, requirements defined, resolves conflicts, resources, responsibilities, SAP, internally selling new ideas and

processes, sets up systems, set-up, simplify, SKU, spirit of openness, stakeholders focus, start up, structures, supplier management, support, team environment, team

leadership, team member, team talents, track progress, training, transformation, understands issues, value stream, vendors management, works for consensus, works

independently, Six Sigma Yellow Belt, GPD.



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