Customer Service Manager

Scott Simon

**** ******** ***** ********, **** **026

H: 614-***-**** C: 614-***-**** E: ******@********.**.***

Operations/Administration Manager - Business Analyst

Business Management Leader With Success In Operations, Administration, Financial

Analysis, IT and Quality Management

Core Competencies Management Expertise

Career Chronicle

Pioneer Electronics (USA) Inc. ... Columbus, Ohio 1983 to 2010

Global manufacturer of mobile and home electronics for consumer and

business markets; local operation functioned as regional service and

distribution facility servicing product, distributing spare parts and

exchange inventor.

Manager of Administration, Operations & Business Analysis (1989 - 2010)

Administered operations (in 52,000 square foot facility) with

responsibility for $12 million operating and capital budget, including

tracking, analysis, reporting and response to profit/loss variances.

Accountable for operating processes/procedures, contract oversight,

ISO9001 & ISO14001 compliance, IT systems, human resources, inter-company

and project billing (allocating expenses across 70+ product lines and 4

sales entities), accounts payable, vendor management (including reverse

logistics vendor), and purchasing; supported Division Senior Vice

President with business planning, corporate balanced scorecard,

performance evaluation, reporting, and executive meeting

preparation/participation (including presentation to Japan HQ).

Enabled measurement and analysis of productivity/delivery, quality and

cost for departments in division (as well as Long Beach division) through

development of reporting tools primarily using IBM Cognos Impromptu.

Ensured performance of 3 direct reports including claims/customer service

correspondent, administrative assistant and quality assurance engineer.

. Contributed to reduction of division fixed costs over $500,000 (last 5

years) through strategic outsourcing, reducing temporary headcount and

employee cross-training.

. Served as project lead for outsourcing returned goods program (RGP -

reverse logistics) saving $1.7 million; 6-month project and $1+ million

contract; involved vendor staff as well as internal sales, logistics,

IT and service from executive level and down.

o Guided 75% in-process backlog reduction (from 20,000 units to 5,000

units), lowered packaging inventory 40% (from $50,000 to $30,000),

and maintained dock audit failure rate consistently below .75%

assigned target.

o Improved turn of returned goods to 72% within 30 days from 46%

through collaboration with vendor to modify flow and storage

location (reducing handling time) and enhanced visibility of waiting

jobs; initiative enabled sales division ASAP turn of goods to resell

and recoup dollars.

. Streamlined and enhanced accuracy of managerial reporting through

Cognos report development; included productivity ratios, parts failure

rate/consumption ratio, G/L summary for inter-company billing,

packaging and freight invoice allocation, work in process inventory by

product status, and turnaround time by product line versus target.

. Coordinated site preparation for successful ISO9001 and ISO14001

certifications; successfully passed initial audit in addition to 22

consecutive audits; facilitated through expertise as Certified Quality

Auditor from American Society of Quality.

. Facilitator in 8-month corporate initiative applying for Malcolm

Baldrige Quality Award via California Award for Performance Excellence

(CAPE); assumed role as internal assessor and category leader for

Business Results section (valued as highest point value in

application). Company received Silver Award for application.

. Contributed to Kaizen/process improvement training and projects;

recipient of Black Belt in company program for leading 3 successful

improvement projects.

. Enhanced operating productivity through development of applications

reducing timing of local processes; included accounts payable check

requests, OEM customer security cards, and CATV system keys.

. Orchestrated technology objective establishing direct electronic repair

data transfer from 2 contractor service locations, including semi-

automation of billing process and saved significant internal labor time

(total of 900 hours); liaised between IT and contractors and provided

flow requirements and file specs to contractors.

. Collaborated monthly with accounting manager on investigation of high

variance product lines for accuracy and correction as well as audit of

monthly repair claims payments ($180,000 allocated to 3 repair

contractors) against raw claim data.

Systems Analyst (1983 - 1989)

. Designed applications (dBase) saving company significant money versus

purchasing outside software; included service repair data collection,

production control, parts inventory management, customer billing, and

sick/vacation hour tracking for HR department.

. Expanded local area network from 10-station peer-to-peer to 75-station

NT WAN with corporate office in Long Beach, California.

. Recipient of commendation from HR Director for development of

sick/vacation hour tracking program; nominated for "Spirit of Pioneer"

award from Corporate IT department for systems support from remote

locations.

Education Professional Development

Kent State University ... Kent, Ohio

Bachelor of Arts in History

Training, Certifications & Seminars

Process Improvement / Kaizen (Internal) MBNQA (Baldrige) Assessor

Training (Internal) 5S (Internal)

Certified Quality Auditor (2000-03, American Society for Quality) How to

Motivate, Manage and Lead a Team (AMA)

Facility Management (AMA) How to Team Up for Success (Lessons in

Leadership)

Windows NT Administration (CompUSA) CPR/AED (SOS Technologies)

Technical Proficiencies

Excel Word PowerPoint Access Publisher Visio Windows NT

Administration

IBM Cognos Impromptu/Power Play Lotus Notes SAP AS400

P&L Administration Strategic Business Planning Process Improvement

Employee Relations Staff Training & Development (Kaizen)

Key Performance Variance Reporting

Indicators Budgeting & Forecasting Regulatory Compliance

Quality Control/Audits Policy/Procedure Development Staff Supervision

ISO90001 Quality Cost Analysis/Review

Standards ISO14001 Environmental Facility Management

5S Workplace Standards Workflow Management

Organization Vendor

Project Lifecycle Management/Negotiations

Management Performance Evaluations

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