Customer Service Manager
Resume:
SIDNEY L. LAMBERT, MBA, CSSBB
**** ******** *****. *********, ** 28226
**********@********.**.*** ( www.linkedin.com/in.sidlambert ( (704)541-
QUALIFICATIONS SUMMARY
. 20+ years of operations, management, and corporate career growth plus
educational advancement in applied quantitative & qualitative
statistical, strategic, financial & operational analysis utilizing
various & multiple process improvement methodologies.
. Proven leadership in technology, change management, strategy development,
quality, project management / development, communications, training &
team building with presentation / motivational skills directing global
operations within critical environments.
. 10+ years of corrective action program administration / root cause
analysis & operations reporting involving engineering, technology, sales,
customer service, quality, supply-chain, human resources, accounting /
finance & management disciplines.
. Quantified successes synthesizing diverse stakeholder interests into
collaborative, process improvement and best practice programs, favorably
impacting customer-centric operational effectiveness and efficiency
throughout U.S. operations with global reach.
. Practitioner of process improvement methodologies & tools including: Lean
Six Sigma, TQM, BPR, SPC, CAPA, Kanban, Kaizen, DMAIC, VSM, DFSS, QFD &
statistical analysis.
. Expert in multiple software applications on PC & Mac (e.g., Minitab, MS
Office, Excel, Access, PowerPoint, Word, FileMaker Pro, Hagen, Crystal
Reports, Adobe CS, Quark, MRP & RIP apps.). Proficient with web portal
systems & Lotus Notes, apps. (e.g., SharePoint, Telescope) & project
management / presentation apps. (e.g., Minitab, MS Visio).
ACCOMPLISHMENTS
. Generated $1.5MM+ in annualized savings with transactional and
operational projects utilizing Lean / Six Sigma continuous improvement
methodologies.
. Developed corporate-wide resource optimization / ERP scheduling system
through supply & demand analyses based on historical performance data.
. Developed and assimilated program requirements for IT development
initiatives facilitating database optimization.
. Successfully managed multiple change management & business process
reengineering projects directed at optimizing strategic advantages.
. Developed and published comprehensive process descriptions, standard
operational procedures & compliance parameters for operations.
. Executed successful international business projects in Europe, Asia and
North America.
. Directed software & hardware beta tests that provided impetus for
industry-wide innovation.
EXPERIENCE
QUEBECOR WORLD, Pre-Media Division, Charlotte, NC (12/1984 - 02/2009)
A pre-media digital data production enterprise specializing in electronic
asset design, creation, manipulation and management for high profile
clients utilizing print & Web delivery technologies.
Continuous Improvement Manager (2007-2009)
. Administered successful Lean / Six Sigma process improvement program for
US operations.
. Trained & mentored "LSS" belts & team members in tool & strategy
implementation.
. Achieved fool-proofed processing by developing & implementing an
interactive relational database to drive processing automation.
Sid Lambert **********@********.**.*** ( 704-***-**** ( 703-***-****
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Operations Manager (2002-2007)
. Developed, administered & audited compliance to staffing requirements,
production schedules, product specification parameters, supplier
qualifications and operational standards including control plans &
dashboards vis- -vis benchmarked lean value stream metrics, activity
based costing and operational, financial and statistical analyses.
. Employed positive reinforcement behavioral modification techniques to
address the team culture and implementation of new technologies,
processes, procedures and personnel.
. Directed manufacturing, facility management, safety, maintenance,
inventory, invoicing, procurement, project management and process audits
with personnel responsibilities in sales / customer service, technology,
operations, data management and quality control.
. Worked directly with suppliers, internal and external customers to
develop & implement process improvements yielding optimal ROI.
Account Manager "National Geographic Society" (1993-2002)
. Displaced competition through a competitive advantage strategy; achieving
sole supplier status through lean process reengineering in a competitive,
quality-critical environment.
. Trained a highly skilled and creative workforce that generated
sustainable quality, profitability and productivity improvements that
drove revenue & earnings growth.
. Increased revenue by more than 400% & decreased operating costs by 50%.
. Developed & administered digital asset management program.
Production Manager (1988-1993)
. Established Kanban operating environment.
. Established & executed training programs in collaboration with state
government agencies.
. Achieved record revenue and profitability (32% EBIT on $13.5MM in gross
sales).
Sr. Quality Analyst, "National Geographic Society" (1984-1988)
. Created, documented, implemented & applied standard operating procedures
for quality that achieved significant process improvements and
sustainable cost savings.
PROFESSIONAL ASSIGNMENTS & CERTIFICATION
THE RISK MANAGEMENT GROUP, INC. (2006-2009) Charlotte, NC
. Contract consulting assignments analyzing portfolio credit risk for
retail banking clients.
WOLFE LABORATORIES, INC. (2002) Concord, NC
. Contract consulting assignment providing comprehensive business analysis
& operational process improvement recommendations for drug testing
laboratories.
HABITAT FOR HUMANITY RE-STORE (2000-2005) Charlotte, NC
. Non-compensated governance position on the board of directors for retail
operations.
. Created & implemented marketing plan that dramatically increased revenue
& profit.
AMERICAN SOCIETY FOR QUALITY (ASQ) - Member
. Certified Six Sigma Black Belt
EDUCATION & TRAINING
University of North Carolina - Charlotte, Charlotte, NC
. MBA - Master of Business Administration, finance major; GPA 3.6
. BA - Bachelor of Arts, graphic communications; GPA 3.2
Sigma Breakthrough Technologies, Inc. (SBTI)
. Lean Six Sigma Black Belt training
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