Customer Service Training

Norris A. Clare

** ******* ****, # * • Boston, MA 02124 • 857-***-**** (cell) • **********@*****.***

Summary / Specialized Skills

Dynamic, innovative, highly motivated Manufacturing Supervisor with over ten years experience planning schedules,

coordinating,and monitoring daily operations supervising all daily operations in the most cost effective and

customer satisfying manner Effective leader and team builder with demonstrated ability to successfully manage cross-

functional teams .I am highly skilled in developing solutions to business problems, providing leadership, and collaborating

with others to achieve company objectives. Expertise includes;

• Scheduling / Project Management • Quality Team Leadership, Organization & Implementation

• Process Improvement • Employee Self- Assessment Training

• Customer service skills • Technical support

• Developi Training Plans • Lotus Notes / Microsoft Office-Oracle Data base-Merlin PC

• Six Sigma-TQM

Significant Accomplishments

• Saved $250,000 by leading cross-functional teams to address product reliability issues

• Managed multiple concurrent projects by conducting root-cause analysis, implementing corrective action plans, and

delivering training to employees to handle key accounts and thereby Increased customer satisfaction levels 60%

• Provided technical and administrative support to the production staff. Increased new product development productivity

by 20% by leading lean manufacturing project

• Consolidated product portfolio by 10% while leading cross-functional Product Rationalization Committee initiatives to

obsolete poor performing products

• Identified root cause and corrective actions that reduced customer system downtime and customer cost

• Utilizing customer feedback, that influenced product development supported innovative products from conception via

launch, throughout the New Product Development process

• Enhanced shared learning by conducting on-site training for customers and Field Service Engineers

• Reduced field system installation faults by 35% by implementing an internal audit process

• Reduced field returns 25% by identifying and rectifying electrical component and cable design flaws

Employment History

Teradyne Inc., North Reading, MA

Production Supervisor 2001 - 2007

• Supported Contract Operations groups that sustain the operating process

• Provide supervision and training for personnel and offered significant contributions to maintaining the quality of

manufacturing operations

• Developed strategies for deploying the technical teams to introduce new products to Global Customer service process

• Served as (GCS) repair liaison with Teradyne external vendors,resulting in meeting weekly commits

• Planned and coordinated daily operations, meeting production schedules, standards, and operation cost.

• Integrated with other operations department, setting and achieving, departments goals for future products

• Developed, monitored and controlled department budget

• Increased case management effectiveness by creating technical and best practices documentation

1 Global Customer Service - Test Group Leader 2000 - 2001

• Created a dynamic team that provided down product back to the customer in hours vs. days

• Managed a three shift, multi-cultural set of teams and modified hourly schedules to maximize output

• Worked closely with the cross-functional engineering group (Design development engineering; Pilot line engineering; Product

support engineering) in implementing corrective actions that ensure on time delivery

• Shaped team members to become team leaders by instilling a sense of pride and strong work ethic

• Reduced overall cycle time of defective material back to good stock by 93%

Global Customer Service - Team Leader 1997 - 2000

• Tested and troubleshot highly complex multi-layered digital and analog printed circuit boards to the component level

• Directed teams that met aggressive weekly ship to commit ratio of 92%

Education

Cambridge College – BS in Management. 2007-2010

Wentworth Institute of Technology-Associate in Electronics

United States Marine Corps 2 letters of appreciation

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