Customer Service Manager

ELVIS MATKOVIC

**** ******** *****

Brunswick, OH 44212

Residence 330-***-****

Cell 216-***-****

********@*****.***

SUMMARY OF QUALIFICATIONS

An experienced, detailed-oriented Business Professional, with demonstrated

success adding organizational and customer value, while achieving financial

savings through the optimization of organizational resources. This is

supported by an MBA and expertise in areas of:

Systems Implementation Financial Analysis & Preparation

Program Development Marketing Strategies

New Product Design & Development Cost Control & Budgeting

Staffing Models & Capacity Planning Six-Sigma, Greenbelt

Dynamic Control Process Global 8D

EXPERIENCE & ACCOMPLISHMENTS

Ford Motor Company, Brook Park, Ohio

02/02 - Present

Lead Manufacturing Advisor: Responsible for material handling

requirements, for Cleveland Engine Plant I. This includes on time part

deliveries, utilizing smart card system, implementing Synchronize Material

Flow Processes, Lean Manufacturing Behaviors and coordination of inbound &

outbound deliveries.

. Lead and manage unionized hourly personnel and suppliers to deliver a

coordinated and lean supply chain.

. Provide direction and support in the allocation of manpower and other

resources appropriately in order to cover material handling

responsibilities.

. Direct the management of materials from the receiving docks, up to the

point of use, and the shipping docks. This includes all dock

activities of loading/unloading, proper material storage, disposition

of material and scrap, container management, managing new parts and

deleting old parts, and controlling inventory with proper marketplace

management.

. Maintain and support Ford Production System and synchronous material

Flow practices (card and call replenishment system, marketplace mgmt.,

live load/unload, container mgmt. etc.) with rest of material handling

team.

. Coordinate, monitor, and maintain normal (and premium) receiving and

shipping schedules to ensure production and customer requirements are

met hourly.

. Interpret, understand and proactively manage execution of the

production schedule to ensure high quality, low cost just in time flow

of materials with no production department disruption.

. Communicate on a timely basis and have a sense of urgency relative to

issues that could negatively impact above.

. Continuously drive for Safety, Quality, Delivery, Cost, Morale, and

Environment improvements, and/or process improvements.

. Operate in a policy deployment and master schedule business

environment

. Conduct weekly safety talks, housekeeping audits, and team meetings.

. Assist with new model launches and capacity adjustments as required.

09/00 - 02/02

Manufacturing Advisor. Responsible for planning, organizing, staffing

and controlling, all manufacturing and maintenance requirements. Also,

must achieve established production schedule requirements, quality and

cost objectives.

. Duratec Engine has the highest quality rating in Ford Motor Company.

. Decreased Harbor Hours, due to production improvements.

. Decreased lost time case rate, by 35%.

. Improved absenteeism, by questioning unjustified time off.

. Achieving production schedules, on a regular basis, with minimal

overtime.

. Improved overall effectiveness, by empowering hourly coordinators as

business owners and allowing them, to make business decisions on a

daily basis.

. Allowing the work groups, to establish job requirements, with the

understanding of job rotations and cycle times are not affected.

. Improving morale, with weekly team meetings and addressing key issues.

. Using DMAIC Tools, while dealing with quality and production issues.

Sears, Roebuck and Company, Brook Park, Ohio

05/98 - 09/00

Technical Manager. Responsible for managing service technicians in two

separate union environments. Responsibilities include overall total

quality customer and technical service. Ensuring technicians uphold to

national service guidelines of first time completes and low recall

percentages. Maintain a cost effective, profitable operation, by servicing

the customer with prompt technical service. Other duties include

management staff meetings, associate counseling, new associate interviews,

independent work group meetings/training, matching manpower hours to the

payroll planner and any additional duties suited for a Technical Manager.

. Achieved paid revenue increase of 22%.

. Improved Employee Morale by 200%.

. Achieved Spotlight of Excellence.

. Customer service scores increased by 200 basis points from previous

year.

. In the upper tier, for the Indianapolis and Washington Region, with

productivity, quality and revenue objectives.

. Negotiated two labor contracts, which were approved by the membership.

. Implementation of Six-Sigma, with the technical workforce.

Department of Veterans Affairs, Cleveland, Ohio

04/96 - 05/98

Guaranteed Loan Service Representative. Responsible for servicing

residential, one to four family loans either owned or guaranteed by the

Department of Veterans Affairs. Responsibilities include, initiating

formal agreements with lenders, by instituting pay plans, compromise sales,

deeds in lieu and refunding. Also, issuing bidding instructions,

correspondence with Veterans, Attorney's and Government Officials, elected

to the House of Representatives or Congress.

. Rated number two overall with implementing Alternatives to

Foreclosure, a combined cost savings to the Federal Government of over

$35M.

. Revised previous duty performance requirements with the TQI committee.

. Played an active role in various Projects Management Teams.

Ohio Bureau of Workers Compensation, Richmond Hts., Ohio

09/94 - 04/96

Claims Specialist. Responsible for regulating and monitoring activities

regarding workers compensation claims. Responsibilities include

Authorization of Medical and Compensation payments. Ensure proper case

management of all claims per BWC guidelines.

. Coordinated team project involvement with updated computer

system development

. Independently reviews the evidence of record developed by and

recommended decisions issued for factual and legal accuracy.

. Reviews all employment and medical evidence of record used by

the district office to adjudicate claims and which serves as the

basis for the recommended decision; writes full decisions that

integrates information provided into the decision order.

. Reviews claimant requests for reconsideration of final decisions

issued by other claims examiners and hearing representatives and

drafts an order granting or denying requests, based on a

thorough review of arguments and evidence in support of the

request.

Authorizes and prepares documentation required for the initiation of the

payment process where the final decision accepts the claim for medical

benefits and/or lump sum benefits.

. May be selected to serve as a team member on accountability

reviews to assess the quality of other office operations and

provide assistance to junior claims examiners in reviewing

decisions and in drafting decisions.

Society National Bank, Cleveland, Ohio

03/92 - 04/94

Customer Service Representative. Responsible for answering customer's

telephone inquiries regarding checking/savings accounts, credit cards,

lines of credit, installment loans, certificates of deposit and IRA's.

. Assisted in numerous projects, for call distribution for the

CSR's.

United States Army

12/87 - 01/92

Specialist Promotable. Responsible for daily accountability and

performance of a ten-soldier squad. Monitored individual activities, and

addressed issues of poor performance or counseling based on circumstances.

. Achieved Soldier of the month, on four different occasions.

. Monitored monthly individual physical fitness performance, for the

entire company.

EDUCATION

Master Business Administration

Baldwin-Wallace College - 1997

Bachelors of Arts, Business Administration

Baldwin-Wallace College - 1994

Associates, General Studies

Central Texas College - 1992

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