Manager Customer Service

George R. Ward Education

*** ****** ***** **. ** Business

Administration, 2000

The Dalles, OR 97058 University of

Kansas

*******@*****.*** Lawrence, Kansas

541-***-**** (cell)

EXPERIENCE:

6/06-Present - Hood River Insulating Glass, Cardinal Glass Industries

9/08 - Present Insulating Glass (IG) Manager: Lead 72-employee team in

the insulating glass fabrication operations for Hood River IG. Responsible

for three Insulating Glass Fabrication Lines, each longer than 100 yards in

length, which produce over 100,000 units per month, packaging support, and

the development of 8 Team Leaders.

. Produce 7000 made-to-order units per day with a lead time of two hours to

four days with an on time delivery percentage of 99.9%.

. Through the implementation of Lean process improvements and training, was

able to improve productivity by 10% and the labor cost by 12%.

. Implemented new process and layout changes that reduced the offline

support staffing from 16 people to 12 people. This change decreased the

remake processing time by 66%.

. Achieved a 98.5% and then a 100% Quality Audit score from the Corporate

Quality Audit Team.

. Achieved an IG Reject Rate Plant Record and numerous plant production

records for units and square footage produced in a shift, day, week, and

month.

. Developed a Team Lead who was chosen as the Lead of the Year for 2009.

12/07 - 9/08 Cutting & Tempering Manager: Led 47-employee team in the

cutting & tempering operations and production for the support of 3

insulating glass (IG) lines for Hood River IG. Responsible for 4 Hegla

Cutting Tables, 1 Hegla Laminated Glass Cutting Table, 1 Water Jet Cutting

System, 1 Glasstech Tempering Furnace, and the development of 6 Team

Leaders.

. Implemented new practices, procedures, and manipulated the initialization

files for Batchban Cutting Program to improve cutting yield by over 3% to

87.8% resulting in $42,000 savings per month and ranked 2nd in Reject

Rate for the year at 1.07% compared to 1.21% for 2007.

. Executed the new Business Intelligence System to evaluate customer glass

type usage to assist in scheduling for increased glass yield.

. Developed 2 new team leaders during a critical time by training them in

critical process analysis and system analysis during 2nd & 3rd shifts.

. Hired, trained and developed 15 employees for the cutting department in

fewer than two months time in order to successfully take an overnight

increase of 20,000 square foot extra per day of production.

. Led the team leaders through improvement changes in both cutting &

tempering that drove the reject rate in tempering down to 1.61% for the

year from 2.5% for last year, with a plant record of 1.27% for a month.

. Ranked 3rd in made-to-order production output in both cutting & tempering

behind Spring Green and Greenfield IG Plants.

. Developed one of my Cutting Leads to take over for me as the Cutting &

Tempering Manager.

6/06 - 12/07 Management Trainee: Responsible for learning everything

within an Insulating Glass factory to include all aspects of production,

quality control, scheduling, shipping, order entry and customer service.

. Trained successfully in 26 different positions in a 6 month period.

. Assisted the Sales Manager during numerous customer visits to include

bringing one new customer on board.

. Made a trip to the IG lab and assisted the Quality Audit Team on an audit

of Spring Green IG.

. Assisted the Quality Control Manager on QC visits to customers.

. Gained familiarity and knowledge of IG programs and systems with the

ability to use in improving production capabilities.

. Filled the leadership gap in the channel department by replacing a lead

for 2 months and improved their production output by 25%.

. Led the startup of a 3rd shift for IG to include hiring, training,

developing a new lead and establishing goals for them to meet in

production and quality; regularly out producing both senior shifts in 2

months time.

5/00-5/06 - Captain, Logistics, United States Marine Corps

5/04-6/06 Academics Officer/Company Executive Officer: Led 6-person team

training over 3,000 Marines yearly in medium transport vehicles, logistics

vehicle systems, motor vehicle recovery, and refueling operations.

Responsible for 100 instructors, 223 vehicles worth $26 million, and

$352,000 annual budget.

. Implemented new budget tracking system that resulted in 100% tracking of

expenditures leading the other three companies in accuracy.

. Led redesign of academic schedules that increased vehicle readiness from

86% to 91%.

. Designed instruction method and led training team in California that

trained 140 Marines for 1st Marine Expeditionary Force in 2 months, more

than twice number trained at schoolhouse over same time period.

. Led overhaul of Logistics Vehicle System Course; increased graduation

rate from 94% to 100%.

. Revised convoy training methods based on experience in Iraq; increased

training effectiveness 20%.

5/01-5/04 Logistics Officer, 1st Tank Battalion: Led numerous teams from

5 to 90 people providing transportation, maintenance, training, and

embarkation support for 750-person armor battalion with 66 tanks, 200

vehicles, engineer equipment, and communication equipment worth $178

million.

. Integrated new maintenance management software into maintenance

operations; reduce parts acquisition time from days to hours, which

increased readiness from 87.7% to 96.3% after returning from Operation

IRAQI FREEDOM.

. Implemented equipment management system; resulted in accounting for 100%

of equipment redeploying from Iraq; contributed to achieving deployment

readiness 2 months ahead of schedule.

. Rated by second Battalion Commander in "Top" 15% of all lieutenants he

has ever served with.

. Led team that provided logistics support for battalion during 600 mile

attack on Baghdad, Iraq during Operation IRAQI FREEDOM.

. Proposed and implemented change in Division embark regulations; increased

convoy security 100%.

. Led redesign of embarkation procedures and training plan that resulted in

100% embarkation rate to Kuwait in support of Operation IRAQI FREEDOM.

. Instituted improved risk management program, resulting in Safest

Battalion in Division Award.

. Led team providing logistics support for Exercise Steel Knight, phase II,

contributing to mission success.

. Planned and led team on 28 combat service support missions for both

Exercise Bright Star in Egypt and Steel Knight, phase I, resulting in

100% timely and accurate re-supply.

. Rated by first battalion commander #2 of 10 Second Lieutenants in the

battalion.

ENLISTED EXPERIENCE

9/94-8/96 Korean Cryptologic Linguist/Airman 1st Class USAF: In training

as a Korean Linguist.

. Successfully graduated from the 63-week Korean Basic Course at the

Defense Language Institute at the Presidio of Monterey, Ca.

Contact this candidate