Customer Service Quality Assurance

Todd A. Mahana

**** ***** ***** ***** 281-***-****

Spring, Texas 77388 *********@***.***

PROFESSIONAL PROFILE

A highly effective Senior Management Professional, who meets challenges

head-on and creates positive change. An innovative professional, with a

proven ability to provide the drive and direction necessary to generate and

deliver innovative ideas and effective solutions in highly competitive,

rapidly changing business environments. An energetic leader, with a track

record of success developing teams and leading them to achieve outstanding

results in profitability, customer service and quality performance.

BACKGROUND SUMMARY

More than twenty years of Operations Management experience includes:

Quality Assurance P&L Responsibility High-Volume Production

Programs

Global Distribution Project Management Cross-Functional Teams

Multi-Site Operations Organizational Process Optimization

Restructuring

Special Operating Plans Labor Relations Benchmarking

Risk Management Vendor/Customer Facilities Design

Partnerships

Turnaround Management Employee Coaching / Environmental Regulations

Training

EMPLOYMENT HISTORY

UPS (United Parcel Service), Houston and Beaumont, Texas 1989 - Present

District Operation Business Manager, Houston, Texas (2007 - Present)

Provide strategic planning support and quality operations direction for the

district. Report directly to the VP of Operations for the district; $375M

annual revenue.

. Developed and implemented a coordinated performance improvement

strategy for our UPS district ($375M annual revenue) focused on the

company's Balanced Scorecard. Developed comprehensive plans to improve

our district ranking. Worked with the Operations VP and district

staff to drive new controls and processes. Personally coached the

lowest ranked facilities. Result: Within 3 months our district rose

to a Top 3 position and maintained a Top 10 position for 17

consecutive months.

. Launched and managed a major cost-saving initiative. Identified

service failures that were increasing variable cost and lowering

profits. Applied Quality Improvement Processes and led cross-

functional teams to address and resolve the issues. Motivated Division

Managers to implement and enhance this process. Result: Generated a

27% reduction in service failures, saving $1.2M annually.

. Developed and led a custom operating plan for a Fortune 500 customer.

Coordinated with the customer's logistics team to implement solutions

and re-design customer distribution centers. Result: Increased UPS

revenue by $3.5M annual, increased customer production by 10%, and

decreased customer operating costs by $1.5M.

District Quality Assurance Assessor, Houston, Texas (2006)

Led all internal Quality Assurance audits of the district's 28 operations.

Collaborated with the VP and executive staff to lead cross-functional audit

teams in support of the company's goals. Oversaw the execution of

corrective action plans to ensure positive steps toward operations

excellence.

. Evaluated 28 facilities and operations. Led and developed cross-

functional teams to thoroughly audit each area and evaluate

improvement or disconnect from standard operating procedures. Result:

Due to the training they received, three of the audit team members

were promoted to management positions.

. Improved operations performance. Coached managers to create

corrective action plans. Expanded the follow-up and frequency to

reassess progress on negative findings by proper execution of action

plans. Result: Service quality elements improved by 28% after action

plans were implemented.

Business Manager, Houston, Texas (2004 - 2006)

Directed all aspects of a 24/7, 400-employee package operation facility

including, Health and Safety Compliance; Customer Service; Customer

Satisfaction; P&L; Union Relations; Management Development; and Employee

Training / Motivation.

. Turned around a poor performing business unit. Analyzed all

processes, prepared and put in place new operation plans. Result:

Improved productivity by 16%, achieved the #1 operation in cost for

the year ($48M revenue), and increased customer satisfaction by 17%.

. Redesigned/Reopened facilities, destroyed by Hurricane Rita. Team lead

on redesign project to temporarily operate on contingency special

operating plans. Redesigned facilities, managed project, and reopened

facilities for regular operations. Result: The new facilities opened

on time and under budget by 4%. Maintained customer communication

throughout contingency operations and increased volume and revenue by

12% after reopening.

Operations Manager, Beaumont & Port Arthur Texas (2000 - 2004)

Directed the efforts of up to 140 employees and managed a fleet of up to 80

vehicles.

. Effectively managed to operations standards in a difficult union

environment. Worked with and mentored supervisors and most help needed

employees to improve production. Redesigned work loops and expanded

benchmark targets and goals. Result: Increased all production by

26%.

. Reduced union grievances. Increased employee communication through

coaching techniques and established rapport with Union Business Agents

and Shop Stewards, to work together through weekly local update

hearings. Result: Reduced labor grievances by 75% over previous year.

Operations Supervisor, Beaumont, Texas (1998 - 2000)

Operations Supervisor, Houston, Texas (1994 - 1998)

. Created a new employee recognition program, focusing on individual and

team achievements in Safety, Service and Production to slow employee

turnover; and increase morale and employee satisfaction. Result:

Reduced employee turnover by 42% annual

. Implemented Quality Improvement Process to front-line operation.

Result: Trained and certified front- line supervisors - completed 2

weeks ahead of schedule.

. Partnered with local community organizations to provide employees

service opportunities to benefit community where they live, work, and

play. Result: Generated a 95% participation rate in community service

activities, increased funds raised by 27% and then 31 % year over year

over year.

Business Development Account Executive, Houston, Texas (1992 - 1994)

. Launched new product line and opened new sales territory to begin and

increase market share of LTL services. Aggressively negotiated

against competitors at existing accounts and cold called new customers

to launch product line. Result: Territory of responsibility was #1

in region for volume development of LTL freight. Developed $300K in

new revenue.

. Increased customer satisfaction in sales and service area. Developed

strong rapport with customer base of 1300 accounts. Result: Churn

rate of less than 2%.

Other Positions, Beaumont and Port Arthur, Texas (1989 - 1992)

Held various part-time and hourly positions while attending Lamar

University.

EDUCATION

Bachelor of Arts, Spanish

Lamar University, Beaumont, Texas

Fluent in Spanish- 2 year volunteer/Humanitarian-Missionary work in

Argentina

Eagle Scout

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