Customer Service Manager

Frank Dixon

abl75p@r.postjobfree.com

P.O. Box ****

Home: 301-***-****

Kensington, MD 20891

Cell: 203-***-****

OPERATIONS & PRODUCTION PROFESSIONAL

Ten plus year track record of successfully managing: production, process

flow, budgets / margins, and training & development.

. Managed in excess of 150 production & manufacturing aerospace union

employees

. In-Dept - knowledge of electronic and engineering component products

sales and usage

. Experienced - in Value Stream Mapping

. ISO9001, ACE (Lean Manufacturing Principles) principles and practices.

. Outstanding contract negotiations and process improvement skills.

. Demonstrated - customer satisfaction and strategy implantation.

. Decorated US (Army) military veteran - Strong leadership and technical

project management skills

Professional experience

ABCD, INC.,

Computer Trainer Administrator 2010 -

Present

ABCD, Inc is one of the largest non-profit Community Action Agencies (Non-

Profit) in the state of Connecticut providing financial subsidies to more

than 40,000 qualified residents yearly.

. Administer, manage, teach, recruit and report the status of a $6

million dollar federal computer-training grant

. Constructed organizations computer training Standard Operating

Procedures,

. Lead instructor/trainer for over 250 staff and community students on:

Microsoft Office software applications (Word, Excel, PowerPoint, and

Outlook), computer essentials, resume, and interviewing skills.

Sikorsky AIRCRAFT - United Technology Corporation, Strafford, CT

Business Development Manager

2008 -2009

Planed, coordinated, project managed and briefed internal and external

senior leadership on all new and existing after-market service and material

contract efforts to US Army.

. Facilitated the acquisition of over $85 million dollars of US Army

long-term service and material aerospace contracts through extensive

coordination of internal and external cross-functioning personnel.

. Lead a Contracts Transition - Integrated Project Team (IPT) on

company's first international Joint Venture Aerospace effort in the

United Arab Emirates (UAE), sales revenue estimated at $4.0 Billion.

. Estimated project development cost for Bid and Proposal (B&P) money in

excess of $200,000.

Manufacturing Operations Manager

2006-2008

Effectively managed the daily manufacturing, production-build and quality

operations of over 1000 aerospace component parts; to include direct

supervisions of 5 direct-report supervisors and 150 bargaining- unit

employees.

. Supplemented the Director of Operations in consistently exceeding

monthly revenue goals of $25m.

Frank Dixon

page 2

. Tracked and reported the department's revenue and performance status.

. Utilized 5S, Value Stream Mapping, and process improvement & safety

initiatives.

. Trained & developed staff while promoting policies, procedures, EH&S,

and applicable concepts to the department.

ANACOMP CORPORATION, Chantilly VA

Production Operations Manager 2004-

2006

Intensely lead a document-conversion and retention production department

with direct supervisor responsibility for 5 direct report supervisors and

120 production data entry clerks.

. 55% increase in productivity while reducing labor by 25% through

lean/& Six Sigma practices resulting in department exceeding revenue

goals by 35%.

. Coordinated daily business activities with internal and external

customer service representatives; major customers (Home land

Security, FBI, FAA, FDA)

. Implemented and new training process, which lead to a 45% decrease in

employee errors; which resulted in a yearly savings of $40k.

SERVICE SOURCE (Non-Profit), Alexandria, VA

Project Manger 2003-

2004

Provided contract oversight and remote leadership for the 61 mail clerk

employees and 10 sub-contract drivers on the company's, Washington, DC

Metro Metropolitan Internal Revenue Service's (IRS) mail distribution

contract worth $450 million dollars.

OBERTHUR CARD SYSTEMS, Chantilly, VA

Production Supervisor

2000 - 2003

Managed the day-to-day operations for a 100,000-piece card personalization

department consisting of: printing, card personalization, automated and

manual insertion for over 400 financial and telecommunication customers to

include direct administrative responsibility for 60 employees; achieving a

98% on-time shipping rating

. Increased overall production throughput from 88% to 105%; using

preventive maintenance measures, increased operator knowledge of

machine functions, which significantly reduced machine down time.

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Education

Bachelor of Science in Business Administration, Strayer University,

Ashburn, VA

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Professional Development

. System Proficiencies - Microsoft Office: (Excel, PowerPoint, Project),

Visio; SharePoint, SAP, QuickBooks, Captains

. Business Acquisition Management (BAM) University - Sikorsky Aircraft

Corporation

. Negotiating Solutions Workshop -The Mattford Group

. ISO 9002 Procedures and Processes Course - Oberthur Card Systems

. Government Compliance and Regulations - NISH Institute, Vienna, VA

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