Manager Customer Service

Eric Anderson

**** ******** ****** *** ( Raleigh, NC 27617 ( Phone: 919-***-**** (

**************@*****.***

Operations Manager

Manager with 15 years experience in production management, strategic

planning, and development. Integral in planning for revenue increases,

multi-million dollar cost reductions and sustainable yield improvements.

Introduce new methods into the manufacturing process and build stable work

forces. Noted for problem-solving and troubleshooting. Knowledge in state-

of-the-art manufacturing technologies and processes. Other areas of

expertise are:

. Production Processes and . Cost Reduction and Revenue Gain

Standards

. Facilities and Equipment Control . Project Management

. Inventory and Materials . Quality and Performance

Management Improvement

. Labor Relations . Human Resource Affairs

Key Skills

Office Management Report & Document Meeting & Event Planning

Teambuilding & Preparation Inventory Management

Supervision Spreadsheet & Database Lean Manufacturing/ 5S

Staff Development & Creation Principles

Training Plant/Production Safety Committee

Policies & Procedures Management Member/Safety Officer

Manuals Order Processing Strategic planning board

Electronic Assembly member

Forklift operator Electrical Wiring

Warehouse Supervision certification Installation on Auto

Business Modeling Project/Program Carriers

Budget Management Product Testing

Adherence/Allocation Team Coordination ProcessDevelopment/Improveme

Tactical Planning Relationship Management nt

Problem Resolution Conflict Resolution Design Engineering

Commercial Laundry Departmental Supervision Product Development

Customer Service Personnel Development

Recent Awards

Award of Excellence for Outstanding Achievements (Presidents Club) 2011

Professional Experience

Carmax Auto Superstore, Raleigh NC 2011 to Present

Parts/Inventory Manager/Safety Committee Member,

Carmax

Duties: Responsible for 35 employees in the automotive retail and

production departments,

Quality control through touring and inspecting, inventory control, client &

employee satisfaction, management development, associate training, systems

implementation, front line customer service lead for internal and external

customers through written and verbal communications, maintained a balanced

inventory consistent with the requirements of the service department;

commercial & wholesale accounts, and the do-it-yourself public. Assists in

establishing pricing parameters in each customer category that generate

sufficient gross profit to produce a satisfactory profit while maintaining

customer loyalty. Managed overall performance including standards,

attendance, quality and safety within the plant, Established individual

parts inventory levels and balanced them for maximum turnover. Monitor and

adjust inventory to minimize obsolescence Ensure that all returned or

warranty parts are properly tagged so that the dealership recovers full

credit from the factory. Assist in the supervision of the stock order

procedures, Ensure technicians are adequately supplied with all parts and

materials as needed. Oversee Purchasing of supplies & materials for Service

Department, Conforms to policy on the special ordering of parts. Analyzes

sales, expenses, and inventory monthly to maintain profit goals,

Administers a new aggressive wholesale & retail parts program to produce

profit, Ensures that the same high quality level of service provided to

outside customers is also provided to internal dealership customers. Work

with the Operations & Service Managers to ensure a timely turnaround of

parts needed for internal jobs. Assists in analyzing departmental

operations and storage layout and revises as needed for maximum

effectiveness. Provide technical assistance to employees and customers.

Coordinate a prompt, efficient, and timely flow of paperwork. Directed

shipping and receiving efforts to ensure timely processing, Assisted in

developing sales promotions. Seek out new parts business. Seek out new

vendors, suppliers and manufactures and negotiate terms and pricing for

greater profitability. Enforces and monitors guidelines for working with

customers to ensure maximum customer satisfaction. Handled customer

complaints immediately and according to the Company's guidelines, forwards

all concerns to the Service manager and Operations Manager. Ensures that

all dealership purchases are properly accounted for before payment is made.

Crothall Service Group, Raleigh NC 2009 to 2011

Night Operations Manager/Safety Committee Member, Crothall Healthcare Inc.

Duke University Medical Center

Duties: Management in a union environment, Responsible for 150 employees

in approximately 550,000 square foot 1100 Bed hospital; Daily, weekly and

monthly production reporting supplied to regional manager. Trained

managers and employees on our safety program, and lean manufacturing

techniques; Overseeing of the nightshift operations of the emergency and

operating rooms, radiology, bed turnover management, labor & delivery,

Cardiac Cath labs, & dept. of medicine.

Quality control through touring and inspecting, inventory control, client &

employee satisfaction, management development, associate training, systems

implementation, & union labor relations/contract. Commercial laundry,

Interact with Nurse Managers and charge nurses to ensure patient

satisfaction & compliance in Press Gainey & JCAHO accreditation. Head the

safety for EVS and have created a safety manual and several PPT

presentations, which are currently being used for new hire training,

Created time and attendance spreadsheet that is utilized by the entire

southeast region.

Hydro Service and Supplies Raleigh, NC 2006 to 2009

Plant Manager/ Safety Officer

Manage production plant of 100 plus employees. Responsible for plant

operation and maintenance; establish plant policies and procedures.

Responsible for resin regeneration facility, Warehouse and Material

Management. Responsible for Productivity and ensure On-Time Shipping goals.

Lean Manufacturing/5S Principals, Strategic planning board member, Quality

control, Begin work on SAP and ISO 9000, Responsible for warehouse and

distribution, Responsible for team building exercises for all company

manager and hourly workers, create monthly newsletter for all of plant and

sub-divisions, Created safety and procedure manuals for all corporate and

sub-division production and office personnel. Ensured production goals were

met, while consistently producing a quality product, Inspected monthly

safety audits and action plans to comply with OSHA and state regulations.

Managed overall performance including standards, attendance, quality and

safety within the plant

Responsible for all fleet maintenance and up keep, order processing.

Responsible for plant production goals, maintain a clean and safe plant.

Inventory Control, worked directly with customer engineering staff for

design and delivery of product, Confer with department heads to ensure

coordination of purchasing, production, and shipping. Responsible for the

product quality control for the plant, Attend scheduled corporate training

and meetings. Control production cost by collecting production data and

comparing progress to scheduled ship date, select hire, terminate, train,

employee reviews and appraises plant associates to attain the highest

quality standards of service, and achieve optimal productivity levels.

Organize safety meetings and committee, equipment troubleshooting and

repair, work one on one with Division managers to ensure schedule delivery

dates are met. Customer interactions, vendor evaluations, customer surveys,

ensure proper storage and securing of all inventories. Inventory Control

and cost reduction, Coordinate production scheduling with purchasing to

prevent delays from stock-outs, establish standards for production,

batching and shipping (labor hrs, material usage, waste, etc Conduct

time/motion productivity studies to validate proper standards. Monitor and

coordinate maintenance schedules, promote teamwork and pride in the job,

the team and the company. Implement work safety regulations, implementing

corrective actions to meet goals and strategic planning involvement.

Managed inventory in all three stages (RAW, WIP and FINISHED),

Applied Medical Technologies Raleigh, NC 1998 to 2006

Production Manager/Safety Officer

Responsible for 40 employees, shift schedule to include: work station

assignments/rotations, Lean Manufacturing, employee training, employee

vacations, employee breaks, overtime assignment, back up for absent

employees, and shift rotations. Ensured production goals were met, while

consistently producing a quality product Coordinate production startups,

shutdowns, and changeovers, Train and coach production line employees.

Complete shift paper work. PCB board installation and repair for medical

and forensic equipment, troubleshooting and modifying PCB boards, soldering

of PCB boards, hand and power tools, heat bending (fabricating), shipping

and receiving, open and close production plant, HEPA and carbon filter

fabricating, wiring harness prefab and installation. Create new production

manual; and instructional manual that is utilized by the company and its

customers. Created safety and procedure manuals for all of production and

office personnel. Inspected monthly safety audits and action plans to

comply with OSHA and state regulations.

Technology

Software: Made2Manage inventory software, Photoshop, kronos software, MS

Project, MS Office (Word, Access, Excel, PowerPoint)

Education

Currently Enrolled at Capella University where I am working towards my

bachelors in Business Management with the focus on Management/Leadership. I

currently have achieved 85 Credits toward my degree.

Durham tech Community College 3.0 GPA Durham, NC

2008 - Present

Business/ Operations Management

Wake tech Community College 3.5GPA Raleigh, NC

2001 - 2005

Electrical/Electronic Technology

Awarded certificate for Residential Wiring Methods

Seneca Vocational high school Buffalo New York

1984 - 1988

Machine Technology/General Studies

Vocational Diploma

References Available on Request ( Available for Relocation

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