Customer Service Manager

Michael W. Mead

***** **** ****, ************, ******* 46259 317-***-****

Focus: Production Management/Supervisor/Customer Service

Proven multi-functional management and production abilities. Focus on high

quality standards and bottom-line profits. Results producing management

style with emphasis on cost controls and on-time delivery to customer.

Strong and decisive leader with excellent analytical, organizational, team

building and planning skills.

Summary of Qualifications

. 20 years experience in supervision as Production Manager and as

departmental level supervisor of both salary and hourly employees in a

manufacturing environment.

. 20 years experience in customer service and direct customer

communication.

. 30 years experience in working in a fast paced manufacturing work

environment.

. Familiar with customer demands in a just in time inventory workflow.

. 15 years experience in scheduling departmental workflows and labor

requirements to maintain an effective labor workforce and meet

critical customer shipping requirements.

. 3 years warehouse experience as shipping and receiving team lead, fork

lift operator.

. Experience in inventory control and critical level based purchasing

for cost control.

. Mechanically inclined with experience in equipment installation and

scheduling of preventative maintenance requirements.

. Earned reputation as "go-to" person on special projects, new equipment

purchases and installations, employee training, and troubleshooting

issues.

. Self motivated, quick learner, able to work without direct supervision

and able to make critical decisions in pressure situations.

. Experience with Global Shop Management System, AS400 system, and

several other computer based management and inventory control systems.

. Worked with OSHA safety standards and ISO9000 requirements.

. Lean Manufacturing Certification

Professional Experience

NPP-Graphics Inc., 1415 Drover, Indianapolis, In 46221 317-***-****

1998-2012

Production Manager (2002-2012)

. Promoted to Production Manager in charge of cost, production, quality,

and delivery of all orders produced in shop.

. Oversaw four departmental supervisors and 20-25 hourly employees.

. Worked with management team to implement new Global Shop Management

and Inventory Control System to replace AS 400 Management System.

. Responsible for developing team of supervisors for installation and

development of several new automated labor saving systems

. Participated in monthly management reviews with owners to review P&L

statements, goal attainments, cost reductions, customer concerns, and

labor costs.

. Reviewed all orders before distributing to production departments.

. Scheduled all orders for production through all departments to meet

customer just in time inventory shipping requirements.

. Scheduled preventative maintenance on all equipment with in house

maintenance department or with outside vendor that had maintenance

agreement on equipment.

. Reviewed payroll hours of all employees for accuracy and overtime.

. Participated in annual performance reviews of all salary and hourly

employees to review employee performance during year and

recommendation for compensation increases.

Customer Service Specialists (1998-2002)

. Hired as designated customer service representative for Inland

Display and Packaging to manage account, trouble shoot and resolve

any technical issues on orders,

. Made in person visits to review orders with Inland production

staff.

. Responsible to oversee production of Inland orders as they

progressed though shop to maintain quality and on time delivery.

. Reviewed cost effectiveness and invoiced all Inland orders.

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Matthews Int., 252 Park West Drive, Pittsburgh, PA 412-***-****

1996-1997

Regional Sales Representative (1996-1997)

. Covered sales territory in all of Indiana and western Ohio for the

corrugated box industry dealing with corrugated shipping containers

and Point of Purchase displays.

. Dedicated to providing quality service and communication to all

customers in the territory.

Midwest Graphics, 5550 Elmwood Ct, Indianapolis, IN 317-***-****

1989-1996

Co-Owner/Production Manager/Customer Service

. Opened company with three other owners and five hourly employees.

. Expanded company from 1989 first year sales of $200,000 to $5.5

million in 1996.

. Responsible for all equipment installation and plant design of first

manufacturing facility.

. Responsible for all equipment relocation and plant layout when company

expanded to new 30,000 square foot facility with only two days of lost

production.

. Developed production methods to increase capacity, shorten order lead

time and lower production costs.

. Developed several methods to track productivity to determine needs for

new equipment expenditures verses additional labor requirements.

. Conducted performance reviews with all employees on regular basis.

. Responsible for all equipment maintenance and critical level

purchasing of inventory requirements.

. Responsible for customer service to customers based in Indianapolis

that had technically advanced orders.

Education

Warren Central High School

Indianapolis, In

Math, Science, Business-4 Years

Indiana University-Purdue University at Indianapolis

Sociology-two years

Continuing Education

Statistical Process Control, Introduction and Implementation

ISO 9000 Implementation Seminars

Lean Manufacturing Certification

Letter of Recommendation Available from NPP-Graphics

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