Customer Service Management

Donald R. Hanigosky

**** ******** **., ***** ******** OH 44133 Home: 440-***-**** Cell:

440-***-**** abk6go@r.postjobfree.com

Insightful, results-driven Executive Leader, with extensive experience in

developing strategic plans and growth strategies for manufacturing,

distribution, customer service and supply chain management, in a fast-paced

global environment. Recognized for obtaining bottom-line results, utilizing

leadership and cross-functional team building skills. Comprehensive

understanding in developing and implementing continual process improvements

(CPI) with Lean Six Sigma methodologies, (DMAIC), focused on quality and

exceptional customer service. A strategic planner, with excellent

analytical and financial skills, who takes ownership and leads by example.

AREAS OF STRENGTHS AND EXPERTISE:

Supply Chain Management Operations Management Management of Cross-

Functional Teams

Materials Control Management (S&OP. DRP, MRP) Purchasing Logistics

Contract Negotiation (RFP)

Strategic Planning Continual Process Improvement (CPI) Project

Management Manufacturing

Customer Service P&L Responsibilities Multi-Sight Operations Warehouse

Management Systems (WMS)

Lean Six Sigma Training (DMAIC process) Certified Six Sigma Green Belt

PROFESSIONAL EXPERIENCE

VSM SEWING, Inc., Westlake, OH 1992 - 2009

A world class sewing machine manufacturer and distributor of two top-of-the

line sewing machine brands and aftermarket products: Husqvarna-Viking, and

Pfaff. Serviced the distribution needs for 1,500 independent dealers and

175 company retail outlets in the U.S., Canada, Australia and 20 Mass

Merchants customers.

VP Operations 1998 - 2009

Directly responsible for the following operational areas: Manufacturing

Interface, Supply Chain Management, Purchasing, Materials Management,

Logistics, Contract Negotiation, Forecasting, DRP, Warehousing, Quality

Assurance, Order Processing, Internal Sales, Account Executives, Service/

Repairs, Customer Call Centers, for Multiple Facilities. Accountable for

an annual departmental budget of $60.1M. As a member of the senior

management team developed a strategic plan to move the organization to be

the leader in the industry.

. Recognized for developing and initiating a Sales and Operation Planning

(S&OP) process that:

. Reduced inventory from $24.3M to $12.7M, (52.7%), increased order-

fill by 23% and improved inventory turns.

. Negotiated freight contracts for international and domestic

shipments, reducing inbound freight cost from $3.5M to 2.6M,

domestic freight cost to stores by $225K, and overall domestic

freight cost by $852K. (22%)

. The leader for the selection, design, and implementation of a global

integrated distribution enterprise system. (JD Edwards Enterprise

Software).

. Implemented continual process improvements, focused on key performance

indicators (KPI), utilizing lean six sigma methodologies resulting in:

. Improved order processing time by 500%, increased lines processed

per day by 60%.

. Decreased error rate from 10% to less than 1%, and inventory

dollars for returned product from $2.0M to less then $500K.

. Established an internal sales process for small accounts,

increasing sales 32% in six months.

. Initiated a cycle counting process improving inventory accuracy

from 87.3% to 99.8%,

. Developed a strategy for service / repair processing center,

improving response time to same day, moving from a company expense

to generating over $400K in revenue.

. Implemented a quality assurance program, reducing waste and scrap

by 22%.

. Managed five call centers focused on exceptional customer service and

accomplished a 98% call acceptance rate.

. Maintained inventory control for 32,000 SKU's, worth $39M; acquired

global product from 2 European manufactures, 7 Asian manufactures and

domestic supplier. Responsible for 3 distribution facilities and 4

service centers.

. Consolidated three distribution facilities into one, resulting in an

annual savings of $2.7 M, utilizing state of the art material handling

equipment and warehouse mapping technology.

Donald Hanigosky Resume

Page 2

VSM SEWING, Inc., Director of Operations (cont.)

Director of Operations 1994 - 1998

. Developed key performance indicators to become the leader in the sewing

machine industry.

. Developed and designed the facilities mapping for three state of the art

distribution centers, while focusing on continual process improvement

programs in all segments of North America.

. Utilized Total Quality Management methodologies such as: Customer Focus,

Process Focus and Employee Empowerment improving productivity and overall

customer service.

. Established incentive programs for employees focused on Critical to

Customer (CTC), Cost of Poor Quality (CPQ) and ROA processes.

. Member of Continual Process Improvement team involving both

manufacturing facilities and distribution network.

. Integral member of acquisition and consolidation team which purchased

Pfaff sewing machines, integrating operations to Westlake, OH from

Paramus, NJ.

Operations Manager 1992 - 1994

. Built foundation and infrastructure for a highly efficient distribution

facility, utilizing the 5S work place organization process. Implemented

business activity monitoring, (BAM) focusing on exceptional customer

service in: Human Resources, Information Technology, Warehousing,

Logistics, Operations and Quality.

TRW, INC. - AUTOMOTIVE AFTERMARKET DIVISION, INDEPENDENCE, OH

Worldwide manufacturer and distributor of automotive parts. Annual

revenues of $330M.

Manager, Production Planning

Plant Manger, Packaging Operations

Group Supervisor, Order Processing, Shipping, for Domestic and

International Customers

. Managed a Packaging Facility, supplying Automotive Aftermarket Product

for North America.

. Saved $6.1M by designing, and implementing a paperless Packaging and

Distribution, Warehouse Management System (WMS) in Maysville, KY,

utilizing bar codes and radio frequency technology. Became an

internationally acclaimed program.

. Utilizing demand flow technology design the distribution facility,

resulting in reduction in travel time by 32%.

. Reduced $1.3M in labor, $3.75M in inventory by designing and

implementing a wireless physical inventory process for Maysville, KY.

. Designed a scheduling system for packaging of automotive parts using

real-time data transmission to maintain control from Cleveland, OH.

. Designed and implemented a paperless Cycle Counting Program involving

30,000 SKU's, with an inventory value of $140M in a 600,000 square foot

master distribution center located in Cleveland, OH.

PICKER INTERNATIONAL, Mayfield Heights, OH

Worldwide manufacturer of x-ray equipment and imaging systems.

Supervisor / Manufacturing

. Managed from 10 - 65 union employees responsible for manufacturing and

assembly of x-ray equipment.

EDUCATION

Masters of Business Administration (MBA)

University of Phoenix Phoenix, AZ

Bachelor of Science in Business Administrations (BSBA)

The Ohio State University Columbus, OH

. Majored in: Production Operations Management / Marketing / Insurance and

Risk

CERTIFICATION AND TRAINING

. Lean Six Sigma Training (DAMIC process) Certified Six Sigma Green

Belt

. Certified in Kaizen . Certified in Just In Time Process (JIT)

. Certified in following JD Edwards modules: Integrated Purchasing,

Distribution Requirements Planning,

Inventory Management, Sales Order Management, Advanced Warehouse,

Accounts Receivable

. Interaction Management Program (Certified at Instructor Level)

. AS/400 Query Management

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