Customer Service Manager
Resume:
John F. Macloskie
Sumter, South Carolina 29150
803-***-**** mobile
abiiab@r.postjobfree.com
SUMMARY
. Results-driven, hands-on leader with a proven track record as an
effective coach, communicator, and problem solver.
. Functional experience in operations management, quality assurance and
human resources.
. Demonstrated success in financial/budget management, lean
manufacturing, continuous improvement, quality assurance, cycle time
and inventory reduction, cost reduction, customer service, sales
support, employee development, and safety and environmental
compliance.
. Highly skilled in developing positive, productive relationships with
labor, customers, suppliers, superiors and peers.
. Detail-oriented with exceptional mathematical, mechanical and
engineering aptitude.
PROFESSIONAL HISTORY & RESULTS
CITY OF SUMTER, Sumter, SC
Quality Assurance & Continuous Improvement Manager- 2009 - Present
Responsible for improving service, reducing cost and implementing a
continuous improvement culture throughout municipal government.
Responsible for the direct supervision of Codes Enforcement and Municipal
Court personnel.
. Implemented KPI management system and customer service culture in
Codes Enforcement; improved productivity by 179% and effectiveness by
238% while reducing staff by 25%.
. Used Kaizen rapid improvement tools to reduce Business License Cycle
Time by 65% while significantly improving customer service and
employee morale.
. Resolved difficult property maintenance violations including the
demolition of dilapidated commercial and residential structures.
. Responsible for prosecuting fraudulent check and codes cases in
municipal court; maintain a 100% conviction rate.
. Responsible for Municipal Court administration. Educated weak SPD
officers in effective prosecution. Reduced jury trial backlog by 35%.
. Secured grant to convert City vehicles to LPG/Gasoline hybrids. Fuel
savings of $1.06 per equivalent gallon.
. Designed Police Allocation Model to define, measure and control the
resource levels within the Police Department.
. Directed research and managed EECB Grant project. Projected $29k in
annual energy savings.
. Won $300k in competitive funding for energy assessments and efficiency
improvements.
. Saved $53,377 in banking fees.
. Collected over $60k in delinquent local option sales taxes.
SUMTER TRANSPORT COMPANY, Sumter, SC
Operations Manager- 2007 - 2008
Responsible for P&L, safety and overall operational efficiency of a
specialized waste transportation and processing company serving hazardous
and non-hazardous waste markets.
. Established Key Performance Indicator (KPI) system for managing and
improving performance.
. Improved fleet fuel efficiency 10.3% yielding an annual cost avoidance
of approximately $167,000.
. Initiated and managed vehicle GPS/ECM tracking. Saved $90k in capital
spending.
. Negotiated fuel pricing agreements saving up to $0.52 per gallon.
. Improved driver utilization from 70% to 83% by creating a flexible
schedule, cross training drivers to perform multiple operations and
utilizing split loads. Cut out-of-route miles by 96%.
. Set up kanban system for incoming material, solids processing,
distillation and laboratory analysis.
. Created visual work instructions and checklists for customer critical
operations.
. Established sourcing contingency plan for managing capacity
limitations.
. Designed method for sales to accurately calculate cost before quoting
jobs.
GLIT-MICROTRON, Wrens, GA
Operations Manager (Contract Position) - 2007
Contracted to establish a sustainable performance foundation and
communications plan for the 200 employee non-woven abrasive manufacturing
plant.
. Designed and directed cross-functional manufacturing performance
improvement plan yielding a 56.6% increase in total productivity and a
45.1% increase in efficiency, as well as a 56.1% scrap reduction.
. Aligned maintenance accountabilities with manufacturing KPI's
resulting in a 52.6% reduction in USDT.
. Developed, transferred or replaced underperforming staff to ensure
organizational effectiveness.
. Trained supervisors, line leads and operators in root cause problem
solving methodology and application.
. Designed accountability and audit procedures for GAF Converting that
resulted in improved product quality, renewed customer confidence and
the retention of a $5 million ridge vent account.
. Applied production linearity measurement system in cutting/converting.
CAROLINA FILTERS, Sumter, SC
Plant Manager- 2004 - 2007
Directed P&L, process, quality, safety, sales support and service
performance of specialized technical cleaning facility servicing the
polymer industry.
. Managed daily production scheduling and prioritization to ensure
quality and delivery meet customer requirements. Reduced cycle time
from 16 to 10 days.
. Increased labor productivity by 23% through the design, implementation
and management of simple measurements and accountability procedures.
. Eliminated heavy metal and BOD wastewater discharge violations by
modifying the treatment plant and protocol. This resulted in the
removal of an existing consent order.
. Designed natural gas control system for process equipment. Reduced NG
consumption by 19%.
. Managed custom projects for customers such as NASA, Eastman, Conoco
Phillips and M&G Polymers. Projects generated an average pre-tax
margin of 45%.
. Developed KPI system to manage operational strategies and track
improvement.
. Improved process quality by adding visual elements to work
instructions and reference guides.
. Implemented and maintained an effective 5S program yielding improved
productivity and reduced IFR.
SUMTER METAL PRODUCTS, a division of Enersys, Inc., Sumter, SC
Plant Manager- 1998 - 2003
Directed P&L, manufacturing, quality, safety and service performance
of steel fabrication plant.
. Reduced Injury Frequency Rate from 30.5 to 4.6 through employee
involvement, an active safety program and an effective 5S housekeeping
program. No lost time accidents in over 3 years.
. Implemented lean manufacturing practices focused on the elimination of
non-value added activities. Reduced Cycle Time from 8.6 to 0.6 days,
increased First Pass Yield from 78% to 96%, reduced Lead Time from 10
to 4 days, increased Manufacturing Capacity by 33%, and reduced Total
Inventory from $443k to $225k.
. Managed the purchase, installation and startup of a $1.2 million laser
cutting work cell.
. Coordinated the successful, cost effective design and startup of new
reserve power product line. By effectively communicating
manufacturing capabilities, design complications were minimized.
Quality in the manual assembly phase was controlled through an
innovative slot-and-tab design.
. Performed a detailed capability study of potential steel fabrication
suppliers in the Peoples Republic of China. This information was
successfully used to select suppliers for our Chinese battery plants.
. Reviewed manufacturing capabilities and participated in the initial
due diligence relating to the purchase of a steel fabrication facility
in the Czech Republic.
. Directed successful ISO certification.
. Reduction in Labor Turnover from 150% to 11%.
Human Resource/Safety Manager- 1997 - 1998
Responsible for defining, and managing all safety, environmental,
regulatory, and human resource programs.
1. Directed the implementation of all plant Policies & Procedures and
Safety Programs.
2. Reduced accident frequency rate by 26%
3. Reduced lost work day incidence rate by communicating with local
physicians and implementing an alternate duty program.
4. Maintained union-free environment despite sister plant's unionization.
5. Wrote Company Affirmative Action Plan.
RUSSELL CORPORATION, Alexander City, AL; Wytheville, VA; Mt. Airy, NC.
Employee Relations Manager- 1990 - 1997
Responsible for policy administration, employee relations and safety &
health for multiple textile and apparel manufacturing plants.
6. Textile Division Accident Frequency rates reduced 34%.
7. Employee Turnover reduced 23% in Knitting and 17% in Dyeing and
Finishing.
8. Coordinated the initial staffing of the Wytheville, Virginia plant.
(280 employees)
9. Successfully guided the Hillsville, Virginia plant through an
Affirmative Action audit by the Office of Federal Contract Compliance
Programs (OFCCP) and an OSHA audit by the Virginia Department of
Labor.
EDUCATION
The Citadel, The Military College of South Carolina
Bachelor of Arts- May 1990
. Demand Flow Business Strategy- John Costanza Institute of Technology
. Advanced Mixed-model Line Design- John Costanza Institute of
Technology
. Effective Operations, Production, and Plant Management- American
Management Association
. Finance and Accounting for Nonfinancial Executives- American
Management Association
. Kaizen Continuous Improvement Strategy- The Kaizen Institute
. Union Avoidance- Jackson, Lewis, Schnitzler & Krupman
. ISO 9000 Internal Auditor Training, Yuasa, Inc.
. Industrial Painting and Powder Coating- Society of Manufacturing
Engineers
. Proficient in Microsoft Word, Excel, Outlook and PowerPoint.
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