Customer Service Management

Michael H. Levin

*** ***** **. *** ****, CA *****

Phone: 408-***-**** . Email: *************@*******.***

Operations management

Experienced Operations Manager with a solid background in driving revenue,

profitability and growth within rapid-change environments. Results-

oriented, persuasive leader, with broad-based expertise in operations,

information technology and finance. Proven ability to quickly analyze key

business drivers and develop strategies to grow the bottom-line. Highly

successful in building relationships, negotiating contracts, implementing

technology for increased productivity and profitability, and delivering on

customer commitments.

Areas of Expertise

General & Operations Management Corporate Vision & Strategic Planning

Global Sourcing & Procurement P&L Management/Budget Planning

Mergers/Acquisitions Integration Technology Development Supply Chain

Management IT Strategy & Execution Personnel Development & Training

Performance & Quality Standards Change Management Continuous Process

Improvement General Ledger Accounting ERP Implementation Strategic

Partnerships

Professional Experience

Innovative Stone - Hauppauge, NY 2005 - 2010

(Innovative Stone, with sales over $160 million, was the largest supplier

of residential granite countertops in the United States, a leading provider

of dimensional stone and floor tile to the construction industry, and had

global sourcing operations in 5 countries.)

Senior Business/Restructuring Analyst (April 2008 - December 2010)

Provide strategic management decision support to CEO, CRO, COO and

other key management. Develop and analyze key business metrics to

identify opportunities for improvement (financial, operational and

customer focused). Coach and mentor management staff on operational

management and financial decision making. This role was developed

specifically to fit my needs after a family required relocation to

California combined with the company's desire to retain me.

From 4/2009 to present, focused specifically on assisting the company

through, and to emerge from Chapter 11 including:

. Development of business and financial models for a streamlined

operation including the elimination of several unprofitable

divisions and reorganization of several others.

. Work closely with new secured lender and equity partner to

identify liquidation value of certain divisions, plan for 363

sale, and further model future profitability and cash generation

of continuing business.

. Work closely with CEO/CRO/COO to plan for and ultimately execute

the shutdown and liquidation of multiple divisions.

Group Vice President - Operations (2005 - March 2008)

Provided leadership in several key areas including manufacturing,

warehousing, international and domestic sourcing, logistics, IT,

customer service (distribution) and planning. Oversaw 3 fabrication

facilities and 5 stone distribution centers, totaling over 350,000 sq.

ft. and 300 employees, plus 23 contract fabrication vendors.

Cooperatively managed business continuity, auditing, and risk

management with senior management team. Provided strategic vision,

tactical execution, and wide-reaching daily management to drive growth

momentum and achieve short and long-range goals while meeting or

exceeding budget objectives.

. Established market leadership by driving development and

executed implementation of proprietary manufacturing process

that enabled Innovative to provide a market changing 15-year

warranty against staining.

. As one of 3 key negotiators, secured long term vendor contract

with The Home Depot to provide exclusive national granite

countertop brand which represents over $400 million in revenue.

New proprietary manufacturing process was catalyst for contract

negotiations.

. Reversed extreme losses of custom vanity top program to break-

even within 12-months by driving change on multiple fronts (e.g.

process improvements, inventory cuts, technology).

. Transformed company from single, central outsourced distribution

model to self-managed distribution model reducing freight costs

50% and allowed B2B e-commerce capability, digital slab

photography, and dropped minimum order quantity to single units.

TFI - Lakewood, New Jersey 1997 - 2005

(TFI is one of North America's largest manufacturers of solid surface,

granite, and marble products for the kitchen and bath market with over $40

million in sales.)

Vice President, Operations (2000 - 2005)

Overall responsibility for manufacturing, distribution, customer

service, logistics, and IT. Managed four separate manufacturing

facilities on both coasts with over 180 employees. Set budgetary goals

and oversee departmental accountability. Had non-top line P&L

responsibility for all facilities.

. Reduced lead-times 50% by overhauling order-to-remittance

process and implementing automation and technology helping

secure national vendor contracts for special order vanity tops

with The Home Depot, Lowe's Home Improvement, Expo Design

Center, The Great Indoors, and Costco, increasing revenues from

$20 million to $40 million.

. Strengthened relationship and simplified customer relations

process by assuming responsibility for all aspects of the

operationally focused DuPont Surfaces and American Standard OEM

accounts.

. Overhauled manufacturing, distribution, and eCommerce

fulfillment and management services of over 10 million Corian

samples sold and delivered annually by DuPont world-wide (as

demonstrated by www.coriansamples.com)

. Championed world-class service delivery at minimum costs by

using lean manufacturing techniques and negotiated agreements to

reduce workforce and inventories by 30% and 35% respectively,

while maintaining capacity and improving cash flow and

profitability.

. Generated $4 million in organic business growth by maximizing

underutilized machinery and securing contract to provide

outsourced machining services.

Director of Logistics/IT (1998 - 2000)

Responsible for purchasing, inventory, traffic, and IT departments.

. Developed material tracking system with largest vendor to take

advantage of marketing incentives and rebates resulting in cost

savings of hundreds of thousands annually.

. Increased accuracy and integrity of inventories by developing

new methods for bills of materials management and overhauling

methods material tracking.

. Improved customer satisfaction and streamlined customer service

process through the design, development and implementation of

customized corporate CRM application.

Manager of Information Systems (1997 - 1998)

Responsible for development and implementation of formal IT Department

within growing manufacturing company.

. Designed and implemented formal labor standards application to

track employee productivity.

. Implemented organization-wide ERP system, including data

conversion, systems integration, process development, and

employee training.

GE - San Jose, California 1994 - 1996

Information Management Leadership Program

Completed two year Information Management Leadership Program combining

4 work rotations with intensive educational study. Assigned to

Nuclear Business, GE Power Systems Division.

. Utilized DFT (Demand Flow Technology) and Six Sigma techniques

to reduce cycle times and WIP for water rod production line of

Nuclear Fuels Division.

. Led effort to implement Engineering drawing document management

system (Alpharel).

. During rotation as Financial Systems Analyst, worked closely

with Financial Services and Logistics group to develop and

implement suite of data analysis tools.

. Taught Engineering Leadership Program courses on relational

database theory.

. Received several awards, including Edison Award - Training;

Edison Award - BWROG Development; Team Award - Project PATH;

Team Award - Metrics Development.

Early Career (1993-1994, 1996) includes contract employment as Software

Consultant for small and large companies including IBM. Projects ranged

from custom material optimization and job routing software, full scope job

tracking system to visual database catalog.

Education & Credentials

Bachelor of Science in Computer Science (1994)

California Polytechnic State University, San Luis Obispo

Dean's list in both Junior and Senior years

LSAT score in 99th percentile

MENSA Member

Technical Skills

ASP HTML Visual Basic MS Access & Excel Development MS SQL Server

Professional Training & Development

DFT Six Sigma Executive Financial Management Database and Information

Infrastructure eCommerce

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