Customer Service Management

Ryan D. Farnsworth

**** ******** **.

Shenandoah, IA 51601

(712) 246- 3146

************@*****.***

MANAGEMENT PHILOSOPHY:

World class customer service is the key to long term success. Satisfied

customers are the organization's life blood and they drive profitability,

expansion and longevity. Managing cost, quality, delivery and safety goals

are vital to daily operations, but my core management decisions are based

on the long term focus of what is best for the brand and what will provide

the highest level of customer service.

HIGHLIGHTS OF QUALIFICATIONS:

. Empowered team to achieve world class customer service standards

through servant leadership principals of setting expectations,

delegating authority, daily performance audits for accountability to

standards, mentoring, coaching and annual evaluations.

. Personal character; Set and achieve goals, Lead by example, "get it

done" attitude.

. Excellent oral and written communication skills; proficient in

Microsoft Office Suite.

MANAGEMENT HISTORY:

Pella Corporation, Shenandoah, IA -

Job Title: Manufacturing Department Manager 10/2004 -10/2008

. Facilitated performance management through measurable metrics for key

deliverables to leverage input cost reduction and drive production

efficiencies. Achieved over 98% on time delivery over 6 different

cost centers with 1 recordable injury as department manager.

. Performed operations management included assigned tasks, scheduled

team hours, preventative maintenance (TPM's), implemented manage by

process methods, enforce company policies, developed business case

scenarios for capital improvements, and drive improvements resulting

in 5 - 10% annual unit cost reduction.

. Developed 3 team members to Management positions. Cross trained team

to have 3 operators for each position.

. Leveraged lean and continuous principals of kan ban systems, one piece

flow "pull system", work in progress inventories, and visual

management indicators. Resolved issues through team efforts of

available resources and root cause analysis in a fast-paced production

environment. Ultimate results were increased department on time

delivery performance, improved reaction times to materials

fluctuations, and reduced reorders due to excess inventory.

. Supervised multiple manufacturing cells and up to 25 team members

which included vendor and final line assembly, metal paint line, wood

prime line, and stockroom.

BRB Contractors Inc., Topeka, KS - General contractor specializing in

underground utilities, Annual sales of $ 70 million with 450 employees

(est.).

Job Title: Project Foreman and Equipment Operator 03/2003 - 05/2004.

. Directed activities for achieving production goals of 6 member crew in

underground utility installation.

. Operation and transportation of various heavy equipment, read and

interpret blue prints, adherence to company safety standards, and

daily production reports

Farnsworth Trenching Inc., Shenandoah, IA - Utility contractor specializing

in agricultural drainage and underground utility installation. Annual

sales of $500,000 with 8 - 12 employees.

Job Title: Owner/GM 05/1984 - 03/2003.

. Performed financial analysis and budgets, P & L responsibility, and

company direction. Revised cost control tracking systems by job and by

equipment production performance.

. Managed operations and production including sales, human resources,

safety, training, customer service, maintenance, and resource

allocations on multiple projects/locations. Project supervisor for up

to 4 crews while performing on site foreman duties. Restructured

equipment fleet and modified crew size to increase efficiencies

without losing diversity.

. Construction management including written estimates, contract

negotiations, change orders, vendor selection/accountability, blue

print interpretation and bids, financing, bonding, subcontractor

selection/scheduling, and project close out.

EDUCATION AND PROFESSIONAL TRAINING:

. Bachelor of Science Degree- Business Management, Northwest Missouri

State University, Maryville, MO.

. Extensive lean manufacturing training- Toyota Production System,

Manage by Process, Continuous Improvement, Servant Leadership, 5 S

theory, 8-D problem resolution process training.

. Working knowledge of OSHA compliance, accident investigation and

documentation.

. Creating standard work documents, quality control plans and

containment.

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