Customer Service Project Manager

Bryan Michael Smith

***** ***** **

Cell: (***)-

***-****

St Clair Shores MI 48081

Email:

***********@*****.***

PROFILE

Extensive background in Operations Management with strong emphasis on

improving safety, quality, productivity, and service. Experienced in

initiating behavioral change in Management and front line employees to

drive results. Skilled in developing and implementing standardized

policies, tools, and procedures

EDUCATION

University of Michigan- Dearborn, MI Bachelor of Business Administration,

August 2006

Villanova University - Villanova, PA Certificate, Lean Six Sigma May 2010

CORE COMPETENCIES

Lean Principles & Management Development Six Sigma Experience

Strategies Change System Auditing Manufacturing Systems

Management Operations Management Installation

Process Improvement Planning/Scheduling Maintenance Systems

Union Interaction Policy/Procedure Development Installation

Best Practices Root Cause Analysis Key Performance Indicator

Bottle Neck Development

Identification Training & Development

5S Implementation

PROFESSIONAL EXPERIENCE

Dewolff, Boberg, & Associates, Inc.

2007-2009

Business Management Consultant

Scope of Work:

. Project activities included aligning the corporate strategy with

client objectives, delivering results with implementation of new

technology and capital investments, and instilling proactive

leadership to optimize resources.

. Projects focused on cost reduction and increased production levels

through development of KPI tools and training for proper managerial

behavior.

. Designed 20+ KPI tools and diagrams that provided supervisors

production and quality performance results in real time to implore

proactive action as a method of problem-solving.

. Performed extensive data analysis to identify human performance gaps

and provide clients with process improvement opportunities on an

hourly cost per unit basis.

. Trained management team in the use of data analysis tools, including:

forecasting, trending, efficiency tracking, production levels, and

utilization.

. On the floor coaching of supervisor, manager and director level

clients on how to maximize resources and identify areas of low

production.

. Performed several Project Manager level tasks in assistance of project

deadlines; including management of project budget, facilitating

internal training, and leading client presentations/workshops.

CenterPlate at the Palace of Auburn Hill

2002-2005

Warehouse Supervisor

Scope of Work:

. Supervised the daily activities of 10 warehouse employees involving

production responsibilities such as:

o Product placement

o Packing and Shipping

o Production Scheduling

. Monitored and tracked of production shipments of inbound and outbound

inventory for more than 150 major events per year

. Supervised the CenterPlate Quarterly Product Inventory Report, a

quarter end document that reported on concession inventory levels,

analyzed problem areas, and recommended solutions towards improving

customer service

. Administered hands on training of new and current employees in the

areas of warehouse safety and management, product knowledge, project

management and customer service

. Coordinated the planning and placement of all replenishment orders in

excess of $500,000 annually and managed order tracking history

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