Customer Service Manager
Resume:
Eric Albert
Mobile/Cell:
Concord, NC 28027
****.******@****.***
MANUFACTURING: President /VP of Manufacturing /VP of Operations
Seeking a leadership and growth-oriented role within a challenging
entrepreneurial environment in Manufacturing, Electronics, Hybrid
technologies, or other industry. Willing to travel or relocate. Offer my
proven ability to provide the vision, direction and leadership required to
ensure that Operations achieve short and long-term revenue growth and
profitability goals. Demonstrated track record of success executing P & L
responsibility. Outstanding leadership and management by example.
IS A CHANGING INDUSTRY KILLING YOUR BUSINESS? I boldly created a NEW
PRODUCT LINE and now sell it to "blue chip" customers! My company's
family-owned, $10 million contract manufacturing electronics business
was going down fast due to the volume of traditional business rapidly
migrating offshore [We had previously served Eastman Kodak, Johnson &
Johnson, Xerox, Corning Glass, Parker Hannafin, Harris RF
Communications and many more. ] Urgent answers were needed to rescue
the business.
HOW DID I DO IT? I did in-depth research, developed a strategic vision
in a new market, and then helped OshKosh Corporation (the truck
people) solve a $12 million dilemma with the Military concerning a
heavy duty Hybrid truck and failed waterproof High Voltage cable.
After developing and presenting the successful new product on our
website, we were approached by Peterbuilt Truck to make a similar,
"commercial" grade waterproof cable for their hybrid tractor trailer
truck, then for Kenworth, part of the PACAR family with Peterbuilt.
Cables for Navistar (International Truck) followed. It grew to
include New Flyer Bus and Gillig bus. Next, Hybrid drive companies
wanted our cables, including Rockwell, BAE, Allison, and Eaton Corp.
IN SHORT, I HAVE TRULY WALKED THE TALK!
Today, our previously ailing company has a new list of "current" blue
chip customers. However, we experienced so much new growth that the
private family ownership could no longer adequately fund the business.
We urgently needed new investors. What we found was venture
capitalists that have a different vision of how to run the company.
Core Competencies
Leadership & Vision Marketing /Presentations
Management by Example
Product Development Planning & Strategizing
Strategic Alliances
Production & Q.C. P & L and Finance/Banking
Customer Service
Experience:
1994 ( Rochester Industrial Control Inc., Ontario, New York
Present Contract Electronics Manufacturing; 120 Employees and a
total of 14 direct report Managers
President & CEO
Note: Prior to 2006, this company's customers included Johnson &
Johnson, Eastman Kodak, Xerox, Corning Glass, Harris RF
Communications, Parker Hannafin, etc. But RIC's $10 million
contract manufacturing electronics business was in steep decline
due to the volume of work being outsourced to offshore suppliers.
Largely through my own efforts, the company now has a new product
line and a new list of current "blue chip" customers. [RIC is not
an ISO company and for us to obtain such a blue chip listing of
customers without the "typical" certifications and qualifications
is very impressive.]
Responsibilities:
- Report to the Chairman of the Board of Directors and Chair board
meetings in his absence.
- Develop, communicate and implement the future vision of the
company.
- Plan, develop and establish policies and objectives in accordance
with Board directives and charter.
- Receive 14 direct reports from Managers.
- Oversee Marketing, Product Development, Production, Finance, and
Customer Service.
- Report business results to the Board and shareholders with
quarterly and annual reports.
Eric Albert_________________________________________________P.2
Cont. President & CEO ( Rochester Industrial Control Inc.
- Seek, identify and develop financial programs and opportunities to
provide funding for new or continuing operations in order to
maximize return on investments and increase profitability
- Approve all financial obligations and capital expenditures.
- Direct and coordinate the Research & Development of new services
and product lines.
- Oversee Product Development, including Quality Control, Product and
Packaging Design, new Product Development and improvements on
existing products.
- Manage market planning, advertising, public relations, sales
promotion, and merchandising.
- Identify new markets.
- Oversee market research and analysis, including monitoring /
evaluating our competitors' activities.
- Initiated and developed practices, policies and procedures for
Finance, Manufacturing, HR, Sales, Purchasing and Quality
Assurance.
- Initiated and created specific performance metrics for all areas of
the business.
- Chaired weekly and monthly performance review meetings with the
management team.
- Sought, Identified and optimized business opportunities and
strategic alliances with customers, vendors and other organizations
(frequently government agencies such as IDA for grants and funding)
- Built a relationship with local IDA to increase development
funding for the new business direction.
- Made presentations to Local and State government agencies and
elected officials to promote business and obtain approval for
grants, low interest loans and incentives.
- Developed relationships with regional and national banks,
increasing funding/optimizing financing terms.
- Initiated numerous long term agreements with vendors granting
favorable credit terms, material bonds and service agreements.
- Established a Drug testing protocol and program implementation for
the company.
- Established a company-wide EEOC compliant program for DoD
contracts.
Selected Accomplishments:
. As a non-family member, was unanimously elected to serve as
President and CEO of this privately-held family business in
1994.
. Since 2006, successfully developed a completely new direction
for the business product line as traditional business rapidly
migrated offshore.
. New business model and products resulted in a complete shift of
the blue chip customer base.
. Provided leadership during corporate downsizing from 120
employees to 72 in a 2-year period.
. Restructured the company's financed corporate debt, reducing
interest and increasing the line of credit from $850,000 to
$1.75 million.
. Successfully migrated the company from manual paper systems to
full ERP with EDI capability, thereby reducing overhead costs by
35% and eliminating the high cost of oversights and errors
associated with the manual system.
. Introduced Customer Performance Report Card, increasing customer
satisfaction to 97%.
. Prepared and presented to a key customer resulting in an
increased annual revenue of $2 million.
. Initiated a Cycle Count System resulting in 98% continuous cycle
count accuracy.
. Presented to a key customer resulting in the successful
migration of their product line to our company label, resulting
in $1.8 million in new revenue.
. Personally made numerous presentations to Local and State
government agencies and elected officials to promote new
business direction and obtain approval for grants and low
interest loans and incentives totaling over $1 million.
. Developed an Employee Manual and Benefits package.
Eric Albert_________________________________________________P.3
Continued
1992 ( Rochester Industrial Control Inc., Ontario, New York
1994 General Manager
- Reported to the President.
- Managed production in two plants with multiple shifts.
- Recommended capital equipment expenditures.
- Maintained and improved customer service with on time delivery.
- Defined, introduced and evaluated modern manufacturing
processes, Cell, JIT, lean, etc.
- Directed HR, Sales, Quality and Purchasing Departments.
- Recommend long term vendor and customer agreements and contracts to
the President.
- Oversaw product development, including quality control, product and
packaging design, new product development and improvements on
existing products.
- Managed market planning, advertising, public relations, and sales
promotion.
- Identified new markets.
- Coordinated, streamlined and reduced the costs of multiple plant
activities including PCB, Cable and box build assemblies.
Previous Highlights:
. Promoted to PLANT MANAGER in 1990.
Introduced Cell Manufacturing practices that reduced inventory
by 28% and increased GP by 11%.
. Promoted to PROGRAM MANAGER in 1986 to manage offsite engineers
working on customer site developing electronic medical imaging
equipment.
This first-time offsite program generated the single greatest
profit source for our company to that date at $470,000 net at a
Gross Profit of 82%.
Computer Skills:
MS Word, Excel, Outlook, PowerPoint, Works.
Interfaced with various customer ERP and EDI systems to understand and
manage demand.
Interfaced with several website development programs.
Education & Training:
Carnegie Mellon GSIA Program for Executives (now Tepper), Pittsburgh,
PA (2003)
Monroe Community College, Rochester, NY
Accounting & Business courses (1999 -2001)
CERTIFICATE EARNED: Advanced HVAC
Associations:
Vistage (formerly TEC) International Association of CEO's (2004-
2007) Charter Member
Masonic Fraternity (Presiding Officer two terms)
Eastern United States Pipe Band Association
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