Customer Service Sales

Paul Provencher

** ******** ******

Spencer, MA 01562

6171.

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

Summary

Team-oriented manufacturing professional with solid experience in quality

control and operations. Sales and customer service experience including

significant territory expansion provides business insight and skills beyond

manufacturing. Major strengths include leadership skills in motivating

colleagues to obtain high quality production results; Company certified ISO

9001 Internal Quality Auditor. A self-starter who works well

independently, using effective communication skills to expedite and resolve

issues involving multiple departments.

Experience

SAINT-GOBAIN/NORTON COMPANY, Bonded Abrasives Division, Worcester, MA

1995 - 2009

An $8 billion company manufacturing building products, high-performance

materials, and grinding wheels.

Pack and Ship Agent, Saint- Gobain/Norton Co. Super Abrasives Division

2008 - 2009

. Packed and shipped finished diamond abrasive material to worldwide

customer base.

. Completed training using UPS/FedEx WorldShip software allowing global

tracking of shipments.

. Extensive knowledge of security management systems required in high value

material manufacturing facilities

Calibration Technician Saint-Gobain/Norton Co.Bonded Abrasives Division.

1997 - 2007

. Responsible for the calibration, documentation and repair of micrometers,

calipers, tooling and various measurement equipment used in the

manufacturing and quality control processes of bonded abrasive products.

. Created and maintained a calibration schedule for over 1,500 items used

in the manufacturing process, entering data into "Gauge Tracker" software

program, ensuring quality control standards were met and minimizing

production downtime.

. Led the effort to obtain and maintain ISO 9001 certification for the

plant allowing the company to expand business into additional industries

such as government.

. Assigned to various Special Projects supporting plant continuous

improvement, quality, and customer service efforts.

Selected by Plant Manager for Special Projects:

Plant Team Leader 2003 - 2007

Streamlined work processes affecting multiple departments using

leadership and motivation skills.

. Led cross-functional team implementing "5 S Program", part of

Kaizen, to identify unused equipment and modify and reorganize

work stations incorporating ergonomic and time management

procedures resulting in increased manufacturing efficiency and

productivity.

. Led the plant-wide recycle program creating container systems and

trained all affected personnel resulting in significant waste

reduction for the plant.

Back-Up Expeditor 2005 - 2007

. Tracked urgent customer service requests for expedited

manufacturing orders.

. Aligned production planning, manufacturing and shipping

departments to provide realistic completion dates for customer

expedited orders resulting in minimizing customer downtime and

increasing customer satisfaction.

Production Operator Saint-Gobain/Norton Co. 1995 -

1997

Worked in various manufacturing, truing operations and final inspection of

bonded abrasive products.

HEINRICH CERAMIC DECAL, Worcester, MA 1993 - 1994

Inside Sales Consultant

. Generated and coordinated sales of glass and ceramic fired decals to the

dinnerware and glassware industry.

. Evaluated and determined art and proof charges, created layout design,

determined proper color match, quoted production cost and calculated

precious metal usage resulting in high quality products that consistently

met customer requirements.

THE ZIFF COMPANY, West Boylston, MA 1987 - 1992

Sales Representative Distribution Sales

. Maintained and expanded territory covering five state area specializing

in packaging materials, cleaning supplies, chemicals and equipment to

hospitals, restaurants, super markets, and convenience stores. Attended

numerous sales motivated seminars, trade shows, former member of the

Mass. Restaurant Association, New Hampshire Retail Grocers Association.

Education

Quinsigamond Community College, Worcester, MA

Coursework included English, Psychology and Mathematics

ADDITIONAL TRAINING AND ACCREDITATIONS

Certified ISO 9001 Internal Quality Auditor

Licensed Fork Truck Operator

Microsoft Windows, Office Suite

Shop Math and Measurement Skills

Training and Repair L.S. Starrett Micrometer, Verniers

Trimos Horizontal Setting Equipment

United Parcel Service WorldShip Software

Paul Provencher Page Two

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