Customer Service Manager

Gordon Hugh McLaughlin

*** ******* ****** ( Sanford, ME 04073 ( 207-***-**** (

******.**********@*****.*** http://www.linkedin.com/in/gordonmclaughlin

Career Summary: Senior Manager with 15 years of diversified experience,

knowledge and leadership qualities in HR Services, Manufacturing and Life

Sciences. Significantly increasing profitability through lean six-sigma

methodology to exceed business objectives, increased customer experience

and setting quality standards that lead in the industry. Achieving

measurable results in KPI's, by developing a climate providing motivation,

participation and opportunities for employee initiatives.

Core Competencies:

o Six Sigma Green Belt certified - DMAIC

o Planning and Executing Projects FMEA, CQI

o Lean Manufacturing and Inventory Planning - 5S, JIT, MPS, MRP

o Risk Management and Compliance - ISO, SOX, HIPAA,CLIA

o Data Mining and Analysis - Cognos, Hyperion MS-Excel

o Team Development and Empowerment

o Effective Management of People, Product and Process

Professional Experience:

Fidelity Investments - Merrimack, NH - 2007-2009

Senior Manager in HR services leading a team of 25 benefit specialist for

resolution of complex plan issues for health, life and payroll.

Collaborated with business partners on refocusing team strategies, business

structure realignment and worked toward profitability while continually

refining and improving the service experience of the customer. Implemented

process efficiencies that increased productivity by reducing handoffs,

rework and driving out complexity reducing cost for the lifecycle of a

transaction.

o Deployed customer service model across all Human Resource Services call

centers. Call center reps "One and Done" rate (resolve customer issues

without back office ticket) increased from 84% to over 95%. Back office

work requests have been reduced by 58%. Total cost savings $2.3 million.

o Implemented process controls and developed an MBF to report on achieve

improvement results of 75% fewer process handoffs, 57% increase in

resolution cycle time and a 39.1% increase in key quality drivers for

accuracy and timeliness. Cost savings of 1.1 million

o Exceeded the % of green client target by 3.6% with 89.1% green clients

reducing monthly service fees paid for missed service level agreements.

Improvements to streamline transactional processing resulted in improved

CPP (cost per participant) of 6.3% favorable to target.

Axcelis Technologies, Inc., (formerly Eaton Corporation) - Beverly, MA 1996

- 2007

Global Parts Planning and Logistics Manager using LEAN techniques,

implemented significant process improvement for order fulfillment of

service parts while supporting production requirements for new build

assemblies. Developed a team of 12 planning specialists both internal and

remote locations to support legacy equipment, upgrade requirements and

effective repair product services.

o Reengineered procurement process for improved availability of spare

components from OEM's and 3rd party vendors to support refurbished parts

business. Improved reverse logistics process for field returns resulting

in 2.1 million cost savings per year using refurbished parts to support

Install and Warranty tools.

Gordon Hugh McLaughlin

614 Lebanon Street ( Sanford, ME 04073 ( 207-***-**** (

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

Resume Page Two

Professional Experience- Continued:

o Collaborated with marketing to create an exchange program to support

customer repair business. The new product offering increased repair sales

by 10% and reduced the standard repair cycle time from 50 days to

shipment within 2 days.

o Participated on cross functional team to evaluate and test new software

to interface between reorder point system and MRP. Implemented new

planning methods which resulted in a 20% global reduction of excess

inventory while reducing past due shipments by 40%.

Curtin Matheson Scientific, Inc., - Wilmington, MA 1986 - 1996

Customer Service and Quality Team Leader providing exceptional service for

customer order processing of life science and industrial laboratory

supplies. Facilitated new hire training on system processing, product

training and TQM. Purchased and managed inventory for lot control standards

of blood gas, coagulation and microbiology based on laboratory

requirements.

o Obtained a decentralized blanket purchase agreement (DBPA) for all US

Government armed forces medical facilities allowing procurement of

supplies to be ordered simply against the BPA with no further

justification or documentation required.

o Received Chairmanship award from parent company FISONS Pharmaceuticals,

UK for providing superior customer service and contributions to northeast

territory growth.

o Extensive travel to all US operations to facilitate Total Quality

Management seminars for all employees to support the company's

application and strive for the Malcolm Baldrige award.

Education - Training

o Northern Essex Community College, Haverhill, MA - Business Management

-open

o New Hampshire Technical College, Stratham, NH - Electronics - open

o Timberlane Regional High School, Plaistow, NH - Business Studies -

Diploma

o Six Sigma Green Belt Certification

o Ion Implementation & Integrated technology training

o Cognos (Impromptu) Data analysis training

o Servagistics & Rapid response inventory planning applications

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