Customer Service Manager
Resume:
Paul W. Warren
********@*******.***
Norton, MA 02766 Cell:
EXECUTIVE MANAGEMENT / MANUFACTURING & OPERATIONS PROFESSIONAL
A Senior Operations / Plant Manager with over 25 years of results proven
leadership in a wide range of operational settings. Experienced with
strategic initiatives such as Lean, 5S, Six-Sigma and TPM combined with a
dedication to continuous improvement in a team based environment resulting
in award winning results. Noted for very strong operational controls, P&L
acumen, and improvement techniques in Manufacturing / Assembly, Warehousing
/ Distribution, and Customer Service environments. Strong critical and
communication skills supporting an outstanding relationship management
track record.
SUMMARY OF KEY QUALIFICATIONS
P&L Management Manufacturing/Production Leader
Operational Excellence
Customer Service Warehousing and Distribution
Change Management
Lean Manufacturing, 5S, and Six-Sigma Coaching and Team Building
Business Development
ISO 9001, ISO 14001, GMP Compliance Customer Relationships
Process Development
Broad Span of Leadership Acquisitions / Business Development
E S & H Leader
Strategic Planning / Risk Assessment Supply Chain Management
Project Management
PROFESSIONAL EXPERIENCE
PSP LLC dba Precision Source, Smithfield, RI
2007 - Present
Precision parts manufacturer serving a wide range of markets both
domestically and foreign
Managing Partner (2007- Present)
Led Operational Departments to include: Manufacturing, Finance,
Engineering, Quality, Facilities, R&D, IT, HR, and ES&H with full P&L
responsibility. Established key metrics focused on quality and work flow
driving significant improvements throughout the company. Incorporated
information dissemination and employee empowerment achieving customer
satisfaction results faster and more accurately. Drove the ISO 9001
Certification process resulting in certification in five months. Hands-on
owner and leader.
. Defined/redefined cost structures for all departments
. Implemented systems and processes resulting in achieving ISO 9001
Certification within five months
. Established key Quality and Operational indices driving attainment of
overall business goals
. Employed Safety practices resulting in major reduction in airborne
particulates and chemical usage
. Developed cost structures for the manufacturing departments and applied
them to a quoting system
Boston Scientific Corporation, Quincy, MA
2000 - 2006
A $6B+ manufacturer of medical devices serving global markets
General Manager/Plant Manager, Customer Fulfillment Center (2001 - 2006)
Led the U.S. Customer Service Center and the Warehousing/Distribution
Operations, with P&L responsibilities for $87 million and almost 600
employees, by providing strategic vision, direction, and focus. Developed
a highly collaborative Leadership Team consisting of Customer Service,
Operations, Light Manufacturing, Sterilization, Quality, Finance, Human
Resources, and Facilities. Achieved multiple industry awards including:
JD Power & Associates and Omega's NorthFace Customer Satisfaction.
. Drove year over year productivity improvements 8% - 10% through a
balanced scorecard focused on key objectives
. Championed and implemented key corporate initiatives including: Cost
Savings, Risk Mitigation, Quality Initiatives, Capacity Increase, and
Capital Spend
. Employed leading edge systems in Customer Service to contain labor costs
while doubling output and maintaining world class metrics
. Led the customer satisfaction metrics to record highs resulting in being
recognized by JD Power & Associates for their Customer Satisfaction award
as well as Omega's NorthFace Award (3 consecutive years) for Customer
Satisfaction
. Initiated a major modernizing effort to upgrade the Warehouse and
Distribution Center Operations by employing state of the art controls and
systems with the expectation to significantly increase throughput and
reduce labor by 55 FTE's
. Instituted Safety Incentive Award programs leading to a 50% reduction in
both incident and severity rates
. Directed and implemented numerous facility improvement projects totaling
$16.7 million dollars in fiscal year 2006
Director of Operations (2000 - 2001)
Led the Warehousing and Distribution Center strategies to optimize process
flow, key service metrics, and employee development.
. Drove linear line flow and lean methodologies eliminating redundant
Quality and Receiving Operations
. Implemented RF scanning driving accuracy rates from a respectable 98% to
world class status of 99.5%
. Championed a bar-code standard for over 15,000 SKU's virtually
eliminating key stroke data entry errors
. Initiated employee development programs such as ESL and GED while
utilizing a state grant to offset costs, which in total resulted in
higher productivity rates
. Achieved a 50% increase in throughput with no corresponding increase in
footprint
TEXAS INSTRUMENTS, Attleboro, MA
1984 - 2000
A $13 billion Leader in the semiconductor, sensor and controls, and
productivity products market.
Division Change Agent / TPM Manager (1997 - 2000)
Led the division wide process improvement initiative of Total Productive
Manufacturing (TPM)
Drove cost reductions of over $451K or 21% in controllables in 1999 through
TPM efforts
Directed the developement of over 435 employees (exempt and non-exempt)
through a change management process
Implemented Lean/5S processes eliminating waste by an average 18% per year,
improved yields by 12% per year, and reduced the overall footprint by 33%
Manufacturing Manager (1989 - 1997)
Prepared and analyzed financial performance statements for the L&IC
Business Unit, a $40 million business
Responsible for managing 120 person multi-shift manufacturing product line
Managed customer obsession metrics to drive world class status
Played a leadership role in transitioning the workforce from a hierarchical
structure to a High Performance Work Team environment
Transitioned the annual review process from a traditional process to a peer
input process
Migrated product line from a solid contributing system into world class
integrated operation
Manufacturing Supervisor (1984 - 1989)
Coordinated the transition of the product line from a hand line operation
to a highly automated operation
Elevated the skill level of all operators running automated equipment
Instrumental in defining performance levels and certification standards for
operating highly automated equipment
UNITED STATES ARMY
1980 - 1984
Jr. High Science Teacher Fall River, MA
1978 - 1980
EDUCATIONAL / PROFESSIONAL DEVELOPMENT
BA Psychology, Southeastern Massachusetts University
Dale Carnegie Program
COMPUTER / SYSTEM SKILLS
Very proficient in MS Office Applications
Basic knowledge of SAP 4.6C
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