Customer Service Manager

DIRECTOR, OPERATIONS

Executed operational efficiency processes at a $2MM impact, improved

customer service for $3MM in additional revenue, and eliminated $1MM in

payroll all in year one. $45MM budget with 400 employees.

Transformed a global Automotive company's North American warehousing and

logistics facilities (3) in response to OEM complaints regarding lack of on-

time delivery of contracted products.

Exemplary record providing the vision and decisive leadership for

start up, turnaround and emerging companies with full P&L management

responsibilities for budgets up to $300 million. Successful at building

corporate Human Resource infrastructures and establishing operating

controls that facilitate smooth operations during periods of cultural

transition and market and industry consolidation. Successfully effective at

integrating emerging technologies and operational systems/processes to

solve complex business problems. Talent for developing high-performance

executive teams, making effective decisions under unfavorable conditions,

and quickly revising tactics to achieve goals within aggressive time

frames.

AFFILIATIONS

Workforce Investment Board BRADD Member - 2012 Forward

One Stop Committee Chairman - 2013 Forward

SCKIP (South Central KY Industry Partnership) Chair 2012 Forward

FDI (Foreign Direct Investment) 2013 Forward

EDUCATION

12/2000 Graduate Western Kentucky University - B.S. Management / Human

Resources

Masters Science Management - Partial Completion

KEY PROFICIENCIES

. Strategic/Operational Planning & Tactical Execution . Budgeting,

Forecasting & Cost Controls

. Supplier, Customer & Labor Negotiations . Supply Chain

Management

. Re-engineering Business Systems & Processes . Safety and Risk

Management

. Multi-Site Operating Management . QS, TS, ISO Quality

Management

. SPC / TPM / 5S / Kanban / Kaizen . Behavior Based Safety

. Customer Driven Six Sigma . Standard Operating

Procedures (SOP)

. PROMPT Project Management . Grievance Arbitration

. Contract Negotiation . Key Performance Indicator

(KPI) Decision-Making

.Task Driven Team Based Management . Principle Centered Servant

Leadership

. Lean Manufacturing Excellence . Six Sigma - Green Belt

WORK EXPERIENCE

Corporate Officer - GA Operations 2011 - Present

Automotive Industry supplier

Retirement of Accumulated Deficit after 18 months impact

One New Product Green Field - $13M

One Expansion of Primary Business - $66M

Business Coach & Owner/Operator Small Business 2010 - 2011

Acquired small business, implemented changes to product offering and

customer service protocols.

Sold the business.

Miles Enterprises, Kentucky 2004 - 2010

Director of Operations 2007 - 2010

Director of HR 2004 - 2007

Director, Operations/Logistics - 7 direct reports 490 indirect - 30

locations - Appointed to carry-out cultural shift

Family Owned Regional - Non-Union

Cashed-Out Following Turnaround - Company Sold

Lead $9MM Capital Expansion Construction Project, Renovation of Custom

Application Services, Install & enforce weekly key performance indicators

and team meetings, Install & enforce point of sale invoicing, Re-align

general ledger sales and expense assignments, Driving company-wide

budgeting 230MM Sales/45MM Operating and Payroll Expenses, Leading 3MM

Capital Asset budget, Software evaluation & implementation, Install &

Design Inventory Management techniques to reduce shrinkage by 50% = 200k.

Facility/Equipment Expense Management reduced by 10% = 300k. Overtime

Management - Off-Season reduction of 50% = 150k. Part-time/Seasonal

employee reduction of 50% = 200k. Seasonalized location(s) = 100k.

Consolidation of roles at locations = 100k. Wage/Salary reduction '07 vs.

'08 = 600k+. Health /Safety/Environmental accountability, Renovation of

Logistics effort to increase efficiencies = 500K.

Evaluation of all operational aspects of company for the purpose of

designing and implementing process based decision -making for greater

efficiency and effectiveness.

Director, People (HR) 500 employees - 5 direct reports

Family Owned Regional Wholesale/Retail - Non-Union

Corporate re-structuring to replace traditional General Manager with a

Leadership Council in functional roles around the President. Charged to

"get the right people on the bus and in the right seats" Championing the

implementation of a collaborative team design culture by designing and

driving the HR infrastructure, pivotal norms, interdependence,

transparency, systems approach, KPI's & nomenclature. Business coach and

trusted adviser to President and fellow Leadership Council team members.

Co-designed and Installed "Equishare" incentive compensation. Leading

alignment of all employees to company vision through elimination of

traditional positions replaced with customer driven position creation and

subsequent matching of employees. Designed/installed consumer driven

health-care plan - $500k cost reduction first 24 months. Eliminated two

layers of middle management and aligned all employees to company vision and

objectives. Increasing collaboration, interdependence and KPI based

business decisions leading to more efficient operations within all

companies.

Continental Tire North America 2000 - 2004

Warehouse Turnaround Manager, Mexico & Two N.A. Locations 2004

Union & Non-Union

Re-organization of Original Equipment Plant Warehouses in three locations

to include: Staff alignment, Inventory Integrity, Manufacturing Customer /

Supply Relationship, Original Equipment Advocacy, & Continuous Improvement

Metrics. 175 Reports (24 Direct) - 24 / 7 Operation, 2MM Unit

Responsibility, OEM customers well satisfied with speedy and effective

turnarounds. Eliminated 8 weeks of air-freighting in four business days

Manager, Warehouse / Logistics, Kentucky 2003

Union

45 Reports (8 Direct) - 24 / 7 Operation, 700,000 Unit Responsibility, 25

Inbound / Outbound Points - NAFTA, Europe, Sales volume, inventory value,

transportation budget - $110MM, Plant OE Contact - 45% of Volume, Started

inter-plant shipments to fill my capacity and assist other plants,

Decreased total inventory by 25,000 units first full month, Initial Three

Month impact - 24% increase in efficiency

Manager, Training & Organizational Development, Ohio 2000 - 2002

Union

Department Manager Development, Production Supervisor Mentoring, Tire

Builder Mentoring Process, New Hire Socialization Process, Six Sigma

Green Belt Projects, Annual Mandatory Training, 5 S Lean Manufacturing,

Company specific Quality System Turnaround,-Ford Q1, Supervisor

Development, Cultural Reformation-instilling "sense of urgency".

Company First Computer Based Learning System developed for the Corporation-

rolled out to all North American facilities and under scrutiny to go global

within company.

Plant Human Resources Manager

Union

Budget, Worker's Compensation, Safety & Environmental, Medical Benefits,

Staffing, Training, Security, Employee Relations, Organizational

Development, AAP, Diversity, Contract Negotiation, Legal, Union Avoidance,

Corporate Recruiting, Manpower, Unemployment, Policies / Procedures, Labor

Relations, Arbitrations

Negotiated first ever employee medical premium share with U.S. Steelworkers

Logan Aluminum, Inc.

Plant H.R. Generalist

Team-Based Non-Union

Compensation & Benefits, Worker's Compensation, Unemployment benefits,

Compensation, Organizational Development, Union Avoidance Strategy,

Affirmative Action, Employee Relations, Payroll, Work Instructions,

Manpower Budget, Recruit & Interview Professionals, Job Descriptions,

Employee Handbook, Incumbent Evaluation, HAY Evaluations, Liability

Prevention, Policies/Procedures, Organizational Charts

Safety & Health Leader

Unit Safety Process, Develop Behavioral Based Safety Process, Design

Training Curriculum, Instruct classes, Lead >20 Unit Safety

representatives. Decreased OSHA Recordable injuries by 50% first year and

increased total reporting by 75%, simultaneously.

Supervisor - Alpha Team Member

Proprietary green-field start-up lead with 30 employees hired and trained.

Participated in design, construction, installation, start-up and production

of world-class aluminum slitting and packing machines

Gregory Head 270-***-**** **********@**.***

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