Manager Customer Service
Resume:
Michael Peckally
**** ****** *, ************, ** 19056
Email: *********@*******.*** Mobile Phone: 215-***-****
~ Dedicated Operations Management Professional ~
Laboratory Oversight * Environmental Testing * Chemical Compounds
Brings an advanced education along with progressive career movement from
academia into the chemical and environmental industry. This requires a very
broad skill set along with outstanding communication skills across all
levels of employees and executives, collaboration, investigation and
presentation skills in order to achieve the desired results of on-time
project completion within budget to achieve the highest levels of customer
satisfaction.
HIGHLIGHTS OF QUALIFICATIONS
Calm, Authoritative Leader * Budgetary Oversight * Project Management *
Operations Analysis
Operations Improvement * Data Mining * Adept Mentor & Trainer * Author
Training Modules
Customer Service Champion * Lean Process Methodologies * Dynamic Problem-
Solver
Agile Collaborator * Effective Negotiator * Expense Reduction Specialist
SELECTED PROFESSIONAL ACHIEVEMENTS
EXPERTISE in managing laboratories as volatiles manager increasing
departmental productivity by more than 20% in first week of assignment.
LED department growth of 400% and revenue growth more than 300% from $7M to
$23M annually during a corporate acquisition.
DEVELOPED key relationships with manufacturers which allowed cost-free
training and more responsive service levels; resulted in a 66+% reduction
in service calls which equated to an expense reduction of more than $50K.
IMPLEMENTED lean process methodologies to increase productivity from end to
end.
PROVIDED LEADERSHIP in professional development and training of staff
setting the climate and culture of the organization.
EDUCATION
Doctor of Business Administration (In Progress) - Southern Columbia
University
Master of Science; Instructional Leadership - Newmann College, Aston, PA
Bachelor of Arts; Chemistry - Wilkes University, Wilkes-Barre, PA
Michael Peckally Email: *********@*******.*** Mobile Phone:
Page 2 of 2
~ PROFESSIONAL EXPERIENCE ~
NMS Labs, Willow Grove, PA
2008 - Present
OPERATIONS MANAGER
> Lead developer and "Dean" of company-wide training programs resulting
in a 75% to 100% decreased error rate for determined metrics yielding
an annual savings of more than $200K annually.
> After 40 years of corporate efforts, quickly developed a tool to
calculate cost-per-test using capacity and time allocation. This
evaluated more than 7,000 total tests which helped increase profit by
giving actual direct cost-of-sale for sales and marketing and further
reduced expenses.
> Implement lean practices from Kaizens to develop company measurements
that align with corporate goals and aid in their achievement.
Test America, King of Prussia, PA
2007 - 2008
VOLATILE ORGANICS MANAGER
> Managed laboratories increasing departmental productivity by more than
20% in first week of assignment.
> Authored new SOPs that were approved and aligned with EPA methods that
increased employee efficiency and productivity.
> Designed and implemented supply ordering system that allowed for the
correct inventory to be on hand which reduced "rush shipping" expenses
and allowed better pricing from vendors.
Franklin Towne Charter School, Philadelphia, PA
2002 - 2007
ASSISTANT PRINCIPAL / EDUCATOR
> Saved an underperforming institution from closure by reorganization,
increasing staff retention and increasing enrollment from 400 to 1,100
students which earned the School one of the best academic reputations
of any charter school in the area.
Q.C. Laboratories, Southampton, PA
2000 - 2002
LAB SUPERVISOR AND CHEMIST
> Supervised 3 to 12 employees and involvement in marketing increased
revenue from $7M to $24M.
> Managed transition to additional lab facilities to handle the
tremendous corporate growth.
TRAINING & CERTIFICATIONS
LEAN and 5S
Agilent GCMS Scientific Instrumentation
Federal Government Training - Grants / Resources
Federal and State Training - EPA Regulations
Federal and State Training - Testing, Grants, Budgeting, Civil Rights Laws
& Ethics
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