Customer Service Manager

Rachael E. Roman

**** ***** ****** 210-***-****

San Antonio, Texas 78253 *************@***.***

Results-driven operations leader with successes in diverse production and distribution settings, both domestic and

international. Expertise in global distribution and manufacturing operations. Adept at building and training strong,

cohesive teams to achieve in high demand environments. Fluent in English and Spanish: speak/read/write.

PROFESSIONAL STRENGTHS

Operations Management Materials Management Three Tier Supply Chain Production Control

Facility Management Quality Control LEAN / 5-S Process Improvement

Logistics Training Start-up Operations Customer Service

SELECTED ACHIEVEMENTS

Customer Service Distribution Center Manager Batesville Casket Company

• Turned around the operation of a 60,000 square foot distribution center serving a customer base of 350 with a

500 mile delivery radius. Assessed existing operations and developed comprehensive action plan for

improvement. Developed, implemented and monitored strategic plans to improve facility performance in safety,

quality, service, and cost. Managed a team of six. Implemented multiple cost containment, quality, and process

improvement programs. RESULTS: Increased operating productivity by 40%. Eliminated budget overruns and

reduced expenses by 12% to plan. Reduced overtime by 27%, generating $83,000 in cost savings. Reduced

preventable accidents by 100%. Attained a 97% customer satisfaction survey rating after 16 months.

• Implemented quality processes including 5s and Continuous Improvement in a distribution facility with a

substandard customer delivery record. Used Kaizen practices to identify waste. Trained team on new operating

practices. RESULTS: Increased on-time customer deliveries from 80% to 97%. New quality processes were

benchmarked and implemented in six facilities in three states. Facilitated successful external audits conducted

by Deloitte and Touche.

Assistant Operations Manager Hartec, INC., Division of Sumitomo Wire

• Coordinated the closure of a U.S. plant and the concurrent transfer of inventory to a new facility

launching in Mexico for an $81 million global automotive wire harness manufacturer. Managed four supervisors

and a staff of 150 in a 24/7 operating environment. Partnered with Mexican National counterparts and

component vendors through phase-out process to ensure problems were resolved and timelines were met.

Interviewed and hired all salaried and hourly staff for the Mexico facility, and coordinated cross-training

programs. Developed and implemented facility operating policies and initiatives. Created individual

professional development plan program for management staff. Ensured compliance with foreign trade zone

regulations and import/export laws. RESULTS: New warehouse opened on time and with effectively trained

employees. Reduced overtime of operation by 95%. Turned around an internal customer ship adherence from

40% to 97%.

Operations Leader ADC Broadband Telecommunication

• Led the operations of a 120,000 square foot distribution center for a $100 million global broadband

telecommunication manufacturer. Applied lean operating principles to the two-shift production cycle. Changed

layout of the assembly stations, and conducted time studies to determine standards. Eliminated redundant

processes. Created target production goals, and monitored team progress. RESULTS: Increased on-time

deliveries from 60% to 98%. Reduced overtime by 95%.

Operations Manager Delphi Automotive

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Rachael Roman 210-***-****

• Managed the daily operations of a 24/7 distribution center team of nine supervisors and a staff of 250 located

in both U.S. and Mexico. Developed, implemented and monitored production scheduling tools and raw material

ordering system. Coordinated service activities to support customer base of 20 Mexican manufacturing

facilities. Ensured compliance with foreign trade zone regulations and import/export laws. RESULTS: Reduced

raw materials inventory from $16M to $2M. Reduced component inventory of three distribution centers from 26

days to division goal of seven days. Reduced work inefficiencies by 20%. Increased production by 30% to

achieve a 100% build/ship adherence.

PROFESSIONAL EXPERIENCE

2010 - Present

NEW BREED LOGISTICS, San Antonio, Texas

Receiving Manager

2010 - 2010

DESERT GLORY LTD., San Antonio, Texas

Logistics

BATESVILLE CASKET COMPANY, San Antonio, Texas 2007 – 2010

Customer Service Distribution Center Manager

HARTEC, INC., Division of Sumitomo Wire, El Paso, Texas 2002 – 2006

Assistant Operations Manager

AMAZON.COM, Campbellsville, Kentucky 2001 – 2002

Area Manager

ADC BROADBAND TELECOMMUNICATION, Santa Teresa, New Mexico 2000 – 2001

Operations Leader

DELPHI AUTOMOTIVE, El Paso, Texas 1984 – 1999

Operations Manager 1993 – 1999

Materials Manager 1990 – 1993

Outside Supplier/Production Manager 1986 – 1990

Customer Service Supervisor 1985 – 1986

Customer Service Representative 1984 – 1985

EDUCATION and TRAINING

M.Ed., Curriculum and Instruction, University of Phoenix, Santa Teresa, New Mexico

M.B.A., Human Resource Management, University of Phoenix, Santa Teresa, New Mexico

B.S., Business Management, University of Phoenix, Santa Teresa, New Mexico

Delphi Training: Lean Manufacturing, Synchronized Manufacturing, J.I.T. Inventory and Quality Initiatives

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