Customer Service Manager

Frank G. Buffington

**** **** **** ( Jackson, MI 517-***-****

abjvxw@r.postjobfree.com

SUMMARY

General Management Professional with extensive experience managing plant

operations and manufacturing production. Expertise in quality programs,

regulatory compliance, environmental health and safety, and project

management. Demonstrated leader with excellent decision-making and

communication skills, contributing to high-performing and cohesive work

teams.

History of analyzing and resolving problems to increase efficiencies and

reduce costs, delivering quality results that enhance customer

satisfaction, and increase revenues and profits.

PROFESSIONAL EXPERIENCE

GEORGIA-PACIFIC, LLC 2008-2010

General Manager, Albion, MI

Directed plant operations and sales in corrugated packaging plant with

three direct reports, seven indirect reports, and 60 hourly employees.

Oversaw Manufacturing, Materials Management, Accounting, Human Resources,

Shipping, Quality Control, and EHS.

. Expanded market area, securing three major accounts and numerous smaller

accounts which returned plant volume to 90 million square feet per month

following economic downturn.

. Managed workforce downsizing and return to three-shift operation during

and after economic recession.

. Financially justified and oversaw successful installation of bridge

control and automatic synchronized splicing system.

. Led a project to reduce number of customer returns, engaging a five-

person team to focus on customer needs and satisfaction which cut credits

by 50%.

ROCK-TENN COMPANY 1996-2008

Assistant General Manager, Athens, AL (2004-2008)

Managed operations of 180,000 square foot corrugated packaging plant

including oversight for Manufacturing, Materials Management, Accounting,

Human Resources, Shipping, Quality Control and EHS. Supervised six direct

reports, four indirect reports, and 60 hourly employees.

. Turned multi-million dollar losing operation into profitable operation by

more than tripling production, reducing waste, controlling costs, and

building customer confidence.

. Established and implemented plant production goals, safety rules and

quality standards.

. Set up and led office accounting staff, successfully implementing

Sarbanes-Oxley.

. Reorganized production planning, shipping and customer service into one

area under single control, creating staff synergies that greatly improved

total customer service and satisfaction.

. Served as Project Owner for a Six Sigma waste reduction project which

reduced plant waste 1.5%.

. Awarded Division Plant of the Year in fiscal 2007.

Plant Manager, Norcross, GA (2001-2004)

Managed manufacturing, equipment and facility maintenance with 60 hourly

production employees at this 120 million square foot per month sheet

feeder plant. Drove two major projects from inception to completion

including project justification, equipment selection, pricing, negotiation

and installation.

FRANK G. BUFFINGTON 517-***-****) PAGE 2

. Project managed a five-day, $1 million BHS hot plate section replacement

including equipment removal/installation, additional power, steam system

modification, and integration with current equipment, resulting in an on-

time start-up.

. Successfully completed a three-phase $1.6 million corrugator expansion

from 87" to 98" including new bridge, splicers, pre-heaters,

boiler/piping, and wet end/quality control system with timely start-up of

all three phases.

. Increased plant production 25% from 96 million to 120 million sq. ft. per

month, reduced production downtime by 45%, maintained shrinkage at 1.2%

and customer returns to .068% of sales.

. Enabled more flexibility with shifts and implemented performance

management, stabilizing the workforce and additionally decreasing employee

turnover rate by 40%.

Quality, Safety & Environmental Manager, Norcross, GA (1996-2001)

Developed and implemented all policies, procedures, and employee training

for ISO quality system. Established safety and environmental programs

including permits and compliance with all required federal, state and

local OSHA and EPA regulations. Set up and managed divisional NAFTA

procedures.

. Developed all procedures and trained employees in ISO 9002 Quality

System, achieving system certification in 14 months.

. Established and maintained internal quality audit program and trained

eight internal auditors, leading to system improvements that enabled

several system re-certifications.

. Assisted with installation of new automated adhesive system, training

operators and production supervisors to enable self-sufficiency in system

operation and maintenance.

. Dramatically reduced OSHA recordable incidents, accomplishing 715 days

without OSHA recordable.

. Recognized for extremely successful Corporate Safety and Environmental

audits, selected by Division VP to serve as Division Compliance Manager

assisting five divisional plants in Safety and Environmental program

improvements.

EDUCATION & PROFESSIONAL DEVELOPMENT

Bachelor of Arts in Business Administration/CIS, Magma cum Laude, St. Leo

College, St. Leo, FL

. ISO 9000 Assessor/Lead Auditor Course - Stat-A-Matrix Institute

. Zenger-Miller Front-Line Leadership Facilitator Certification Course

. Corrugator Operations Short Course - TAPPI

. Data Driven Decision Making Course - Gwinnett Technical College

. Making Effective Presentations Seminar

. Corrugated Product Knowledge Workshop

. Various safety and environmental courses

TECHNICAL SKILLS

Microsoft Word, Excel, PowerPoint, Access

MILITARY

United States Navy

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