Customer Service Training

Bob Guzman

815-***-**** ? **********@*****.***

Innovative Management Leader who turns operations into improved, well-

trained, competitive market contenders. Broad based experience in:

(Operations, LEAN Practices, Continuous Improvement). Expertise spans

operations and production management, manufacturing improvement projects,

training, safety, and quality initiatives.

Astute visionary ... skilled at enhancing stability and leveraging

corporate position through focused

Management

Results-oriented motivator... whose proactive mentorship promotes

cohesiveness, productivity and success.

Career History

Operations Consultant- serving small to mid-size private and public groups

2007-present

- Established operations systems and methods for front office,

production floor, warehouse operations.

- Negotiated low-cost training programs for technical and soft skill

training programs with vendors.

- Designed and implemented soft skill and technical training programs

and scheduling for manufacturing and service sector organizations.

- Developed and implemented metrics and operations performance tracking

tools for manufacturing companies.

- Established operations infrastructure for Not for Profit organization

with major partners, such as PETCO and PetSmart.

Production Manager - Handi-Foil Corporation - (Food/consumer products

packaging company)2005- 2006, Wheeling, IL

- Implemented LEAN manufacturing practices for thermoforming and foil

converting departments with the following results:

- Increased operating efficiency to from 72% to 88% in manufacturing

company of +$250 Million sales through operator skill training programs

and equipment improvements.

- Reduced scrap from 8% to less than 2% for multiple manufacturing

departments using line balancing, and employee and team leader

development.

- Implemented manufacturing processes that reduced labor costs by 15%.

- Developed and implemented employee skills program increasing operational

capability.

Consultant - Dunes consulting - serving small to mid-size private and

public groups - 2003- 2005

Counter Solutions - Operations/Performance Consultant for Home

Improvement Company - Naperville, IL

- Developed and implemented continuous improvement programs that reduced

Warranty claim resolutions from an average of 45 days to 18 days in

three months for Counter Solutions.

- Assessed customer requirements and sales trends to improve service and

profitability for Counter Solutions.

- Conducted front end task analysis and designed process documentation for

all Warranty and repair operations

Lucent Technologies - Lisle, IL

- Prepared and led career development initiatives for corporate divisions

of Lucent Technologies.

- Implemented train the trainer program for technical engineering

division.

Production Manager & Performance Consultant - Keson Industries Aurora, IL

2002

- Fueled 35% production increases within 4 months using LEAN manufacturing

practices; including implementation

of pace line assembly methods.

- Led continuous improvement team in design and production of new

products.

- Managed multiple product assembly lines integrating Kanban and Pull

systems.

- Realized $5 million inventory reduction in 1 year; launched

company's first JIT solution.

- Led 5 direct/40 indirect reports; managed $350K budget and up to $9

million inventory; charged with

establishing and launching new production facility. Reported to VP

of Operations.

- Facilitated standardized production rates for 5 assembly lines

supporting manufacturing of 20 different products.

Business Process Analyst-Hanchett Paper (Shorr Packaging/Odman Corporation)

Aurora, IL 1998 - 2001

(2000 -2001)

- Recruited by Director of Operations to head leadership development

program; performed requirements analyses and

identified needs assessments to create multi-department paradigm;

boosted overall customer satisfaction.

- Led process improvement team whose initiatives led to the redesign of

all interdepartmental processes including implementation of PeopleSoft

ERP application.

- Co-created leadership development strategies for 50+ mid- to senior-

level managers.

- Generated $400K+ annual cost reduction; brought training

initiatives in-house and eliminated redundancies

- Conducted training requirements analysis and needs assessment for

customer service, purchasing, A/P, A/R and logistics departments

resulting in development of competency based standards and performance

criteria.

Safety/Quality/Training Manager (1999- 2000)

- Promoted and moved to parent company to establish Training and

Safety programs for all branches.

- Established a quality program resulting in National Quality and Service

Awards from three Fortune 100 companies.

- Developed and executed effective safety program saving $118K in

workers' compensation premiums.

- Awarded $38K grant to fund additional in-house training for 200

employees and 50 + managers.

Production Supervisor (1998- 1999)

- Developed and implemented skills based pay, training and certification

program, for production employees and first

line supervisors that resulted in an increase of 15% in production.

- Supervised three direct and 20 indirect employees in daily production

requirements for industrial paper converter,

including scheduling, production reporting, employee development, EHS

compliance.

- Established continuous improvement team for production, warehouse

and customer service departments.

United States Army 1971 - 1997

Served in multiple positions of increasing rank and responsibility globally

at the tactical and strategic level. Promoted to the rank of Sergeant

Major, top enlisted rank in U.S. Army.

Senior Army Advisor, Utah National Guard, 1994-1997

- Served as a senior consultant to the Adjutant General and State Staff

on training, operations, and personnel

development for the Utah Army National Guard.

- Gained $1.5 million in additional training funds using TQM

methods; conducted audits to ensure total compliance.

- Prepared three organizations consisting of over 1100 members

for activation and deployment to Bosnia.

- Conducted training, operations and organizational assessments on a

daily basis for seven organizations consisting

of over 5000 members.

- Implemented training management and leadership programs that resulted

in three organizations receiving Malcolm

Baldrige Awards.

Leadership Division Director, U.S. Army Sergeants Major Academy 1991-1994

- Director of Leadership Training Department consisting of a staff of

15 trainers and training development

specialists responsible for leadership, communications, and

management development programs utilizing a

department budget of over $500,000.

- Trained 450 mid-level managers over a two-year period in leadership,

tactical and strategic operations, resource

management, conflict resolution and communications, using small group

instruction techniques.

Developmental leadership positions in global locations 1985 - 1991

- Prepared organization for deployment and led tactical combat unit in

Operation Desert Storm.

- Managed the daily operations of three tactical organizations, with

staffs of up to 129 personnel.

- Coached and mentored subordinates in leadership, organizational

management and operations.

Distributed Training Branch Chief, U.S. Army Field Artillery Center and

School 1978- 1985

Managed team of instructional developers in the design, development and

distribution of training support products

for use by organizations globally.

Teamed with vendors to develop Army's first prototype and fielded

versions of interactive computer based training

(CBT), for tactical computer operator proficiency and skills training.

Tactical Assignments in global locations - 1971 - 1978

Education & Training:

BS, Business Management, National-Louis University, Wheaton, IL, 2000 (GPA

4.0)

Lean Manufacturing Course, Continuous Improvement Processes, TQM,

Coaching/Mentoring Courses, Leader Assessment Development Program

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