Customer Service Manager
Resume:
Dustin Gibson
Kokomo In, *****
**********@***.***
objective
* Qualified QA and Manufacturing supervisor with experience seeking a
leadership position in production. Ideal position would be challenging,
goal oriented, to increase productivity and meet and exceed company goals
utilizing lean manufacturing practices.
Summary of qualifications
Extensive and diversified supervisory experience in Computer, Automotive,
and pharmaceutical manufacturing operations
Effective in increasing productivity and capacity
Demonstrated ability to learn new skills quickly
Able to supervise new departments and meet production goals
Successfully motivate employees to work in full potential
Excellent interpersonal skills
Reputation for honesty and integrity
Experience in unionized and non-unionized companies
Ability to coach employees, give recognition and discipline when needed
Utilize lean manufacturing and Six Sigma in all practices of supervision
09/2006 - 03/2010 Eli Lilly Indianapolis, Indiana
QA IS Supervisor/Manufacturing Supervisor
. Instructed quality development courses for hourly employees
. Participated in upgrading Systems
. Consistently met and or exceeded production goals
. Participated in the move of logistics, service operations, and QA
restructure
. Operated computerized inventory control, order processing and
audits
. Researched and supervised the development of new laboratory from
procurement to staffing
. Planned, arranged and supervised rework groups which traveled to
locations to perform engineering repairs
. Supervised, scheduled and coordinated production of 4 departments
. Consistently built and maintained strong relationships with
employees by acting with integrity and effective communication
. Responsible for budget allocation per department
. Overseen group of 8 validation analysts as well as 42 production
workers
. Corporate GMP's
. ISO 9000
. Ability to implement enterprise management / monitoring tools to
ensure 100% uptime and availability
. Communicate well at a technical level and non technical level, both
verbally and in writing.
. Experience with project specific consulting including project
design, project implementation, and project documentation
. Ensured all safety standards were followed daily to provide a safe
work environment
. Coordinated activities with manufacturing, quality, sales,
maintenance, engineering, and others with the objective of
improving processes and quality while minimizing costs
. Utilized lean manufacturing, Six Sigma, and SPC to develop and
improve manufacturing processes
06/2003 - 09/2006 Hewlett Packard Indianapolis, Indiana
Corporate Sales Manager
. Built, developed and maintained new client relationships by acting
with integrity and respect.
. Demonstrated teamwork and motivation.
. Delivered product to customer site
. Provided product demonstrations for clients
. Managed and monitored customer accounts to drive increased quality,
customer retention, and revenue growth.
. Performed daily consultations with IT departments.
. Met daily with solution architect for status of orders and
configurations of servers, workstations, storage, devices.
. Utilized necessary tools to complete RFQ's, RFI's and RFP's.
. Performed monthly and quarterly sales forecasts as well as ran
reports using salesforce
. Responsibility include identifying new billable I/T services
opportunities and provides the technical knowledge in the sale of
hardware and software solutions.
06/1999 - 06/2002 L&L Inc Kokomo, Indiana
Systems Manager
. Supervised six team members.
. Researched and resolved technical problems via telephone, email,
or other venue.
. Provided support for company systems.
. Motivated team members to act with respect and integrity.
. Provided first-level hardware, software, and network support to
more than 2,000 end- users, providing expedient resolutions with
total customer satisfaction in mind.
. Served as central point of contact and assumed responsibility for
the timely resolution of user's technical problems.
. Assigned remaining work requests to corresponding division within
IT.
. Provided tracking, reporting, documentation, and feedback
mechanisms that will ensure high level of quality management.
. Demonstrated excellent listening, questioning and analytical
skills along with the ability to remain calm under pressure & work
in a concise, clear & focused manner.
. Retained customers by providing excellent customer service.
Education
2007. Purdue University Lafayette, In
Masters of Business Administration
Magna Cum Laude 3.9 GPA
2002 Rose Hulman College Indianapolis, In
Bachelor Degree - Computer Engineering 3.8 GPA
Skills
Instructed classes on Corporate GMP's
Instructed internal Lean Manufacturing classes for management and hourly
employees
- Cisco Unity - Cisco Call Manager
- DNS/WINS/DHCP - TCP/IP
- QOS - VoIP
- Lotus Notes - SQL
- Microsoft Word/Office - VB
- Microsoft Windows98/2000/ME/XP - .NET
- Active Directory - Microsoft server
- Siebel - Cisco
- Salesforce.com - TrackIT
- SDMS (Scientific Data Management Systems) - MS servers
- SAN
- OES1 0ES2
- Waters Nugenesis -Novell
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