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Customer Service Manager

Portland, Tennessee, 37148, United States
March 20, 2012

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*** ******** **.

Portland, TN 37148 Phone: (615) ***-****


I am a detail-oriented professional with twelve or more years of administrative, customer service, retail, and information technology experience. Additional experience also includes logistics; fulfillment processing; supply chain; physical inventory; warehousing; production planning and scheduling experience (Future III, AS400, and JBA). Exceptional skills include innovative problem resolution; strong interpersonal and human relations skills; effective verbal and written communication skills; superior computer knowledge; results driven, people-centered team leader.



Technical Support Staff / Internet Marketing Consultant


Provide online technical support for software clients via email and Support Suite. Provide on call technical support for special events. Provide administrative support for office staff. Record weekly webinars, convert format, and upload onto server for customer replays. Monitor email accounts and extract information for reports and processing. Create and maintain customer mailing lists. Create instructional videos and user’s manuals. Research and write Niche Informant Reports.


ISO 9001 / TS16949:2009 Quality Systems Coordinator / Internal Lead Auditor


Coordinate all activities associated with the creation, implementation and maintenance of the TS16949 Quality System. Ensure training is provided to all personnel within the organization for ISO/TS16949 System Requirements. Promote the company quality policy and the organizational goals of the company. Assist all areas/departments as needed in developing procedures, work instructions and required documentation. Coordinate all activities associated with the third party registrar, pre-assessment, initial and surveillance audits. Ensure that all corrective actions related to non-conformances identified in a third party audit are addressed, processed and verified. Responsible for conducting/maintaining internal audit schedule and internal auditors and assuring resolution of internal findings. Maintain training of all internal auditors. Maintain QSI database, including strict document control, revision history, distribution, and retention and disposition of records. In 2010, assumed all departmental administrative functions due to another merge of positions within the company.


Implemented database for electronic approval, distribution, and archival of forms to enhance control.

In six months, improved quality system to best external audit results since company certification.

Condensed audit schedule to eliminate one full-time auditor.

Created performance indicators to track auditing process and report to management.

Production Control Analyst / Kanban Coordinator 3yrs


Daily Scheduling of automotive parts supporting 5 major car manufacturers, Nissan being our largest customer. Building to customer orders only to minimize current stock levels. Responsibilities also include counting inventory and setting up daily production based on each customer’s requirements, including service orders. Maintain kanban database for WIP product. Also continued Administrative duties listed in job description below due to merging of positions within the company.


Maintained consistent relationship with outside vendors (Crown Coating) to ensure timely shipment of parts to each customer.

Maintained consistent relationship with each customer’s representative ( Nissan, Honda, Subaru, Isuzu, & Kantus)

Developed and implemented confirmed order scheduling system. (Lowered inventory)

Developed a daily inventory spreadsheet with daily averages and days on hand for production team.

Planning and communication to all departments for balanced out parts.

Continuous communication with all managers and line leaders on changes in the schedule. (Extra order, increase requirements or decrease in orders.)


Production Control Administrative Assistant 1yr


Responsible for daily tracking and analysis of various performance indicators. Additional responsibilities also included maintenance of departmental budget, recording and distributing meeting minutes, creating charts and graphs to serve for visual analysis, and departmental organization. Further duties included the requisitioning, ordering, and maintenance of shipping supplies and the document and data control of TS19649 records. Also responsible for all departmental document and record control. (I.e. revision history, updating and archiving documents, distribution, etc…)


Maintained consistent relationship with outside vendors to ensure timely delivery of product to our facility.

Created significant plant-wide cost reduction by suggesting replacement of a packaging point with a cheaper product variation.

Served as a key player on a UPS Continuous Improvement Team to implement direct shipping ports for JIT (Just In Time) shipment.

Assisted development and implementation of kanban system for press market area.

Assisted in preparation and presentation of kaizen improvements.


CONICLEAN BUILDING SYSTEMS, Goodlettsville, TN 2000-2003

Office Manager


Completed daily filing, faxing, and archiving. Initiated new hires and completed all required paperwork. Answered and transferred multi-lined phone system, and took messages for senior level employees. Assisted in weekly payroll and accounts payable activities. Trained new hire telemarketers and acted as liaison between employees and management. Ordered all company supplies and materials.


Created and organized online archiving system for company.

Reduced cost of company supplies by successful bidding and negotiation.

CAPTAIN VIDEO AND TANNING, Springfield, TN 1998-2001

Store Manager


Daily operation and management of retail video store, including all financial transactions. Responsibilities also included shift planning and calendar maintenance, directing multiple hourly associates, cyclic inventory rotation, requisitioning and ordering new inventory, expense and budget balancing, and new hire training.


Successfully increased store profit by 12% during the first quarter of direction.

Implemented new filing system that cascaded to eight other store locations.

Reduced overtime and headcount within first quarter of direction.

Installed new software in four store locations, while training associates on its features.


Extra Mile Award, Unipres USA Inc, February 2, 2005.

Extra Mile Award, Unipres USA Inc, February 22, 2006.

ISO / TS16949 Internal Lead Auditor Certification, November 15, 2007.


Volunteer State Community College; Gallatin, TN 2003 - 2005

Associates of Science Microcomputer Information Systems

Western KY University; Portland, TN 2000 – 2002

Transfer to VSCC

Portland High School; Portland, TN 1996 – 1999

General Education

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