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Customer Service Manager

Location:
Garnerville, NY, 10923
Posted:
July 05, 2010

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Resume:

DAVID M. MARTINEZ

**E Kensington Circle ( Garnerville, New York 10923 ( H 845-***-**** ( C

845-***-**** ( abicg7@r.postjobfree.com

summary

A performance-driven and accomplished leader with broadly diverse

expertise encompassing production planning/scheduling, purchasing,

technology transfer, operations analysis, safety, inventory control,

regulatory compliance, process improvements, training/development, and

strategic planning. Crafts and modifies systems to improve results

throughout a corporation. Identifies opportunities to reduce costs,

realizing extensive savings for a company. With a solid commitment to

excellence, facilitates the long-term success and profitability of an

organization.

experience

ITW ZIPPAK, Orangeburg, New York

Vinyl Cell Leader, 2001-2010

Coordinated day-to-day production operation and customer service.

Evaluated and trained operators, checked product quality, scheduled lines,

troubleshot equipment and customer issues, and reviewed pricing with new

and existing customers. Reversed decreasing profit trend by rationalizing

price structure and applying 80/20 principles.

o Improved profit from 24% to 50% of sales, with credits under 1%.

o Sourced and qualified new source of PVC resin, saving $20,000 to $30,000

per year.

o Replaced 40-year-old extruder and developed new process conditions.

o Enhanced production-line efficiency by rational order scheduling,

operator training, and replacing badly worn tooling.

o Created Excel spreadsheet containing list price sheet, shipments from

1997 on, specialty products pricing worksheets, and customer contact

lists.

Product and Personnel Safety Administrator, 2009-2010 concurrent

Audited compliance with American Institute of Baking Good Manufacturing

Practices and updated procedures to meet new requirements for 2009.

Managed employee training, auditing, and creating of systems to maintain

compliance with OSHA regulations. Served as contact person for audits.

o Achieved zero lost time accidents in 2009, with corporate safety and

compliance audit finding zero major issues. Created several new

training tools to formalize process.

o Attained superior AIB rating of 935/1000, highest rating of all ZIPPAK

plants in U.S. for 2009.

Facilities Manager, 2004-2007 concurrent

Oversaw maintenance, security, and projects relating to building and

grounds. Obtained necessary quotes, wrote justification, and followed

capital requests through approval process. Wrote purchase orders and

scheduled work with vendors. Completed several major projects.

o Replaced roof for two sections of building, $350,000 project.

o Repaved driveway and parking lots, $90,000 project.

o Coordinated replacement of several HVAC and water chiller units.

Understand, Simplify, and Automate (USA) Team Leader, 2006 concurrent

Directed process to define, in detail, the order fulfillment system in

order to streamline the process and provide information needed to specify a

new company computer system.

o Replaced old tractor-fed form printers with laser printers.

o Wrote three standard operating procedures for customer service.

Scheduler, Capacity Planner, Project Coordinator, 1995-2001

Held responsibility for generating long-, medium-, and short-term

production plans based on sales forecasts. Interfaced with sales, customer

service and manufacturing to expedite orders and resolve issues. Generated

line-capacity estimates for next 15-month period based on forecasting

information from sales. Worked closely with customers and manufacturing on

product/process improvement qualifications. Identified inadequate systems,

creating and formalizing processes for order fulfillment.

o Created new part-number system to replace existing system with

duplicated and incorrect part numbers for customer service and shipping

records. Defined new numbers and reassigned old.

o Developed 80/20 analyses of existing and forecasted sales, useful in

justification of building new plan in Midwest and determining service of

products/customers. Organized cost model/customer price quoting systems

to improve response times.

o Integrated cost models and capacity plans to create Gross Margin

Analysis spreadsheet. Enabled business to identify products for

improvement and perform what-if studies.

Technical Service Manager, 1993-1995

Supported and coordinated customer new equipment installations.

Communicated sales force concerns with production. Identified and followed

corrective actions. Traveled to major customers and OEMs for courtesy

calls and updates. Provided field service for quality/process issues.

Coordinated install of 14 new zipper applicators at customers, resulting in

over $2,000,000 new sales per year. Created standard formats for price

quotes and customer product information sheets, still in use today.

Foreman, 1991-1993

Held responsibility for setup and start of production lines. Relieved

operators for breaks. Reviewed new orders for errors and requested

clarification from customer service when necessary. Scheduled production

lines and provided paperwork to operators. Covered for production manager.

Performed limited field service.

Production Manager, 1988-1990

Managed satellite building with Oscar Mayer and Lamizip business units with

35 reports. Held total responsibility for operation. Completed scale-up

of Oscar Mayer Hot Dog zipper production to five extrusion lines. Oversaw

equipment installation and debugging, operator training, customer support,

and creation of detailed process manual. Improved efficiency and yield in

Lamizip production. Obtained needed equipment upgrades to produce zippered

film for Kraft Cheese. Solved customer-processing issues through service

calls and process modifications.

R&D Tech, 1987-1988

Scaled up newly developed OM Zipper product from R&D department to

satellite building. Wrote quality, start up, shutdown, and troubleshooting

procedures. Trained operators for a three-shift operation. Traveled to OM

to address start up issues, resulting in success of major piece of new

business serving as cornerstone of company.

Additional Experience

Typhin Steel

Loading Supervisor, New York, New York, 1985-1987. Coordinated 30-person-

per-shift truck-loading operation. Assisted in generating paperwork for

loading area. Moved completed documents back to office for posting.

Redeployed resources as needed to address breakdowns and absenteeism.

Improved productivity by identifying process problems and tightening

employee supervision. Convinced management to hire third shift, reducing

costs and improving effectiveness. Aided in training and evaluation of

personnel for this expansion.

Polycast Technology

Production Manager, Stirling, New Jersey, 1986-1987. Held responsibility

for sheet, rod, and block casting. Created new systems and reorganized

workforce. Increased percent yield from 74 to 93. Achieved major

improvements in product and yield quality. Developed new products,

processes, and cost reductions through equipment modifications, process

monitoring, and vendor selection.

Maintenance Manager, Hackensack, New Jersey, 1985. Contributed to catch-up

of two-year work order backlog. Documented mechanics' time and created

spare parts inventory.

Extrusion Manager, Stamford, Connecticut, 1981-1985. Ran department

producing flexible PVC profiles for in-house use. Contracted manufacturer

to design a custom modification to the extruder speed controls. Created new

forms for production and quality tracking. Reduced sheet defects caused by

PVC from 1 in 20 to 1 in 1,000. Created program to recover start-up and

production scrap, saving $50,000 per year. Improved productivity, yield,

and quality by retraining personnel, overseeing major equipment

modifications and purchases, replacing worn out tooling, qualifying

additional sources of raw material, reclaiming scrap, improving die design

and composition of departmental procedures manual.

Shift Engineer, Stamford, Connecticut, 1979-1981. Newly created production

support function to assure compliance with procedures. Identified causes

for defective products and provided recommendations for corrective actions.

Trained in all jobs and covered weekends/shutdowns, leading to a regular

assignment for weekly startup. Trained new personnel. Safely resolved a

runaway chemical reaction, preventing major facility damage and serious

injuries.

education

The Cooper Union, New York, New York

B.S., Chemical Engineering, 1979

professional development

Numerous off-site and online seminars focused on communication,

supervising, conflict resolution, and computer skills.

PATENTS

US Patents 5,556,429 & 5,638,587 Extruder Zipper with Orienting Means and

Method for Orienting Same

computer skills

Windows OS, Microsoft Office Suite

special machines

Extruders



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